The Inbox brings your Facebook and Instagram direct messages, mentions, and comments into one place, so you can reply and keep track of customer conversations without switching between platforms.
Getting around the Inbox
Go to Inbox in the left-hand menu, under Publish.
Use the profile switcher on the left to pick which connected profile's inbox you want to view. Each profile shows whether it has any automations running against it.
Switch between the DMs, Mentions, and Comments tabs to see each type of incoming message.
Use the Open, Resolved, and Assigned to me filters to narrow down the conversation list.
Only Facebook and Instagram inboxes are currently supported.
Replying to a conversation
Select a conversation from the list to open it.
Use the Send DM tab to write and send a reply directly to the customer, or switch to the Note tab to leave an internal note that's only visible to your team — useful for handing off context without messaging the customer.
Type your message and click Send.
Organizing conversations
Click Resolve at the top of a conversation once you're done, to move it out of your Open list.
Use the archive icon next to Resolve to archive a conversation entirely.
The info icon opens additional details about the contact and conversation.
Use Assigned to me to quickly find conversations that have been assigned to you, if you're working in the Inbox as part of a team.
Automating replies
If you'd rather have common questions answered automatically instead of replying manually, Ocoya's Workflows can auto-respond to DMs and turn comments into DM conversations. See How to hands off automate your DMs and How to use Comment-to-DM automations for setup steps. Automations run per connected profile — the profile switcher in the Inbox shows how many automations are active on each one.
Troubleshooting Inbox issues
A profile's messages aren't showing up
Check that the profile is still connected in Connections, and that you're on the Open filter rather than Resolved. Only Facebook and Instagram profiles are supported in the Inbox.
A conversation won't send
Confirm the connected profile hasn't lost its connection, and that your message doesn't exceed the character limit shown next to the Send button.
Need help?
If you're having trouble with the Inbox, contact the Ocoya support team and include:
The connected profile name
Whether the issue is with DMs, Mentions, or Comments
Any error messages you received
Screenshots, if available
This information will help us investigate the issue more quickly.