Inbox

The Inbox puts your brand's direct messages and the comments on its posts in one place, from every social account you have connected. You read a conversation, search it and reply from the same screen, without opening each network. Open it from Inbox in the sidebar (it sits under Posts and Analytics), or press X. The Inbox shows the brand you have selected at the top of the sidebar, so each brand has its own inbox.

The Inbox reads the accounts you connected in Posts. If the brand has none yet, the page says Nothing in the inbox yet and links to Connect an account.

The Inbox page

The list of conversations is on the left, newest first. The conversation you open is on the right.

1. The unread count shows how many conversations nobody on your team has opened yet, such as 3 unread.
2. All, Messages and Comments choose what the list shows: everything, only direct messages, or only comments on your posts.
3. All networks and All accounts narrow the list to one network (such as Instagram) or one of your connected accounts. If nothing matches, the Inbox says Nothing here for these filters, with a Show every account button.
4. A conversation. Each row shows who wrote, the network's icon on their picture, how long ago, whether it is a Message or a Comment, which of your accounts it came in on (such as @haldencloud), and the newest words. A comment row names the post it is on. A dot on the right and bold text mean it is unread.
5. The open conversation. Until you pick one, this side says Pick a conversation to read it and reply.

Your choices are part of the page's address, so a reload, or a link you send a teammate, opens the same conversation with the same filters.

Unread is shared by the team

Opening a conversation marks it read for the whole brand, not only for you. So when a teammate has already opened a message, it no longer shows as unread for you either. A new message in that conversation makes it unread again.

The Inbox stays up to date

New messages and comments appear on their own while the page is open. You do not need to reload. If a network could not be reached, the Inbox says We couldn't reach every network just now. You're seeing what we last had. Inside a conversation, the same case reads Showing what we last had from (the network).

Read a conversation

Click a row to open it. The top of the conversation names the person and where it came from, for example Message on Instagram · @haldencloud or Comment on LinkedIn · @halden-cloud.

1. Who and where. The person's name, whether it is a message or a comment, the network and your account. When the network gives a link, an Open on button (such as Open on Instagram) opens the conversation or post on the network itself.
2. Search (the magnifying glass) looks inside this conversation. See Search a conversation.
3. The reply box. See Reply.

The messages run oldest at the top to newest at the bottom. Their words are on the left, and your brand's replies are on the right in green. A conversation opens scrolled to the newest message.

A few messages have no words of their own. The Inbox says what they are instead, such as Photo, Video, Voice message, Sticker or Shared a post, and Mentioned you in their story or Replied to your story. A message the person changed shows Edited under it. A message they took back reads This message was unsent.

For a comment, the post it is on is shown above the messages, with its picture and caption, when the network gives them.

Search a conversation

Long conversations are easier to search than to scroll.

The search covers the conversation you have open. It does not search the whole Inbox.

Reply

Type your reply in the box at the bottom and press Send, or press Ctrl+Enter (Cmd+Enter on a Mac). A reply can be up to 2,000 characters.

The line next to Send tells you where the reply goes before you send it:

• For a message: Sent as @(your account). It goes to the person as a direct message from the account the conversation came in on.
• For a comment: Your reply is public on (the network). It is posted under their comment, where anyone can see it.

A reply goes out only when you press Send. Once it is sent, it is on the network and cannot be taken back from Bupple.

The 24-hour reply window

Instagram and Facebook Messenger only let a business reply to a direct message within 24 hours of the person's last message. The Inbox tells you before you type.

• While the window is open, the line next to Send says when it closes, for example Instagram takes replies until (a date and time) — 24 hours after their last message.
• Once it has closed, a note above the box says Instagram only allows replies within 24 hours of their last message (Oct 12). They need to message you again before you can reply here.

When they write again, the window opens again. Comments do not have this limit.

If a network refuses a reply for any other reason, the reason is shown under the box in red, and nothing is sent.

The Inbox and the Superagent

The Superagent can work with your Inbox too. It hands this work to its Inbox Agent. You can ask, for example:

• What's unread in our inbox? Summarize what people are asking.
• Reply to the latest comment on our reel and thank them.

What it can do:

• Read your list of conversations and any whole conversation. Reading does not mark anything as read, so your team's unread count stays as it was.
• Write a reply for you. Before a reply goes out, the Superagent always asks you to approve the words, even with Auto-approve on, because a sent message cannot be taken back. Sending a reply uses no credits.

On a phone

On a small screen the Inbox shows one side at a time. Tap a conversation to open it, and Back to return to the list. The reply box always stays on screen at the bottom.

What to read next

• Posts — connect the accounts the Inbox reads, and plan the posts that bring in comments.
• Automations — have a reply drafted for every new DM, ready for you to approve.