The Messages tab is one unified inbox for every customer-facing conversation across your connected platforms. DMs from Instagram and Facebook, comments on your posts, mentions, and Google reviews — they all land in the same list and you reply in one place.
The default view
New unread items appear at the top, sorted by time. Each row shows the sender, a preview of the message, the platform icon (so you can tell at a glance where it came from) and the time. Click into one to see the full thread.
Filters that actually save time
- Unread. The first filter most owners pin. Shows only messages you haven’t opened yet.
- Needs reply. Smarter than unread — hides automated confirmations, friend tags and emoji reactions.
- By platform. Useful when you want to clear all your Instagram DMs at once, then move to Facebook.
- Assigned to me / unassigned. If you have teammates, this is how you split the load.
Assigning a message to a teammate
Open the message and click the avatar next to Assign. The teammate gets a notification and the message appears at the top of their inbox.
Notes and internal context
Type / in the reply field to write an internal note — only visible to your team, never sent to the customer. Good for “this is a regular, give them the loyalty discount” before another teammate picks up the thread.