Inbox

Every DM to your Instagram account and Facebook Page lands in one list, and the comments on your posts sit one click away. Answer from the laptop at the front desk or from your phone, hand a thread to a colleague, and see at a glance who still waits for you.

• 24 hMeta's reply window, counted down in every thread, like 14 h left to reply
• 30 minautomations wait in a thread after a person on your team replies (the default)
• 15people in one workspace on the Agency plan, all answering from the same inbox

A Saturday morning at a salon

A client asks about a slot. An automation answered the price question at night, and now a stylist takes over. The bot steps back by itself.

One thread per person

Messages from the same person stay in one thread, named after them, with the whole history. Messages your automations sent are marked automated, so you always know what a person wrote and what went out by itself. Four views, each with a count, show what is left:

A dot next to Inbox in the menu says a message waits that nobody on the team has opened or answered. It stays after a "we will get back to you" default reply, because that person still needs you.

The 24 hour window, counted down

Meta lets a business reply only within 24 hours of the person's last message. Each thread shows the hours left. When time is up, the reply box locks and says Reply window closed, so a reply never fails without a reason.

Someone who only commented and got a DM from an automation has not written to you yet. Their thread says Waiting for their reply, and opens the moment they do.

Comments, next to the DMs

Comments, under Inbox in the menu, lists the comments on your Instagram and Facebook posts, grouped under each post with its picture. Unanswered shows what still waits.

1. 01

   Reply where everyone sees it

   Reply answers under the comment. Draft with Bo writes one in your brand voice for you to change.

2. 02

   Or move it to a DM

   Send a DM answers in private and starts a thread in the inbox. Meta allows one DM per comment, within 7 days.

3. 03

   Clean up

   Hide keeps a comment from everyone but its author. Done marks it handled, and nothing is sent.

A café owner who gets "is the patio open?" under a Reel answers it in public once, so the next ten people read it too.

Built for a team

Assign a thread from the menu in its header: Assign to me, a colleague, or Unassigned. The first person who replies in an unassigned thread gets it by itself. Close all conversations assigned to me, in Chat settings, clears your list at the end of a shift.

Postfjord emails owners and editors when a new conversation waits and nobody has taken it, at most once an hour per conversation, and emails you when someone assigns a thread to you. Want it in your team chat instead? Team alerts posts a short note to Slack, Discord or Telegram, with a link straight to the thread.

Saved replies for the questions you get every day

Write them once in Chat settings under Saved replies. In a thread, press the bookmark next to the reply box or type / in the empty box, pick one, change what you like and press Send.

Know who you are talking to

Press Contact in a thread and a panel opens next to it.

Everyone who wrote to you is also listed under Contacts. Filter by tag, channel, activity or Has email, save a filter as a segment, and press Export CSV under More when another tool needs the list.

When a person talks, the bot waits

When someone on your team replies, automations in that thread wait 30 minutes by default. The thread shows Automation paused until a time, with Resume now to let them go on at once. The owner can set the pause to Off or 15 to 240 minutes in Chat settings.

Automation on in the thread header switches automations off for that one person until you press it again. A person who writes STOP is opted out of every automation and the thread says Opted out of automation. Nothing in the app can turn that back on. You can still reply by hand.

Going quiet for a while

Pause everything, in Settings, stops every post, email and automated message the workspace would send. The inbox keeps working: messages and comments still arrive, and a reply you write yourself still goes out. Only an owner can pause and resume.

Read on

FAQ

Does the inbox work with a personal Instagram account?

No. Meta gives message access to professional Instagram accounts only, Business or Creator. You switch in the Instagram app under your profile settings, and no Facebook Page is needed.

Why can I not reply to this person?

The 24 hour window has closed, or it never opened because the person only commented. When they write again, the reply box opens.

Can several people answer from the same inbox?

Yes. Every member of the workspace sees the same inbox, and each thread shows who it is assigned to. Starter has room for 2 people, Solo for 3, Studio for 5 and Agency for 15.

Can I answer comments from Postfjord?

Yes. Press Comments under Inbox in the menu (on a phone, at the top of the Inbox). You can reply under a comment, send the person one DM, hide or delete it, or like it on Facebook.

Why did an automation stop answering after I replied?

Your reply paused it, for as long as Chat settings says. Press Resume now in the thread to let it go on at once.

Are messages stored by Postfjord?

Yes, so the thread can be shown and automations know the context. Only members of your workspace read them in the app. Deleting the workspace deletes them.