The Direct inbox
Every DM in one place: see what the agent said, take over any conversation, and hand it back.
In this lesson
- Sort conversations with the filters
- Take a conversation over from the agent and hand it back
- Create an order from inside a conversation
On this page — 2 sections
The inbox has four filters: All, Pending (waiting for you), Agent (handled by AI) and Answered.
Take over and hand back
Open the conversation.
Press Take Over.
You can’t send a message until you take the conversation over. From then on, the agent stays quiet in it.
Reply.
When you’re done, press Release to AI.
The agent carries on from there.
The side panel
Beside each conversation you’ll see its status, the reason for the last handover and the buyer’s details. Start a new order or open the linked one right from here; see Take an order from a DM.
- Instagram only lets you reply within 24 hours of the customer’s last message.
- Replies you send from the Instagram app show up in the inbox, but don’t mark the conversation answered.
- The ⋯ menu can clear the AI’s memory of a chat or delete the conversation; deleting can’t be undone.
Finished this lesson?
Mark it done to tick it off in the list and keep track of how far you’ve come.
Didn’t find your answer?
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