Manage Messenger and Instagram Conversations in Smart Inbox
Manage Facebook Messenger and Instagram direct messages with contact context, assignment, notes, AI and handover.
Manage Messenger & Instagram Conversations in Smart Inbox
Search Aliases: Facebook inbox, Instagram inbox, social messages, DM team inbox
Where to find it
Open Wemblo -> Smart Inbox. Use All, Facebook Messenger or Instagram Messenger.
DAILY WORKFLOW
- Open Assigned to Me or Unread.
- Confirm the channel badge.
- Review the previous conversation and customer context.
- Reply manually or use an approved reusable response.
- Use AI assistance only after reviewing the output.
- Add or update tags, source, custom fields and assignment.
- Transfer or hand over when needed.
- Set the status and next follow-up.
CONTACT MATCHING
A social profile may not include the same phone or email used by another channel. Use verified identifiers and approved merge procedures before combining records. Do not assume two similar names belong to the same person.
CHANNEL-SPECIFIC NOTES
Facebook Messenger and Instagram may apply provider windows, policy rules and feature restrictions. Some message types, media or replies may not be supported equally across both channels. Review provider errors rather than repeatedly retrying unsuitable content.
TEST & VERIFICATION
- Send a Facebook Page message.
- Send an Instagram DM.
- Confirm both appear in All.
- Confirm each appears in the correct tab.
- Test reply, media, assignment, note and handover.
- Confirm the contact source is correct.
COMMON ISSUES & SOLUTIONS
| Message missing | Check connection, permission, event subscription and active workspace. |
|---|---|
| Cannot reply | Check provider window, role and account status. |
| Duplicate social contact | Review provider profile identifier and merge rules. |
| Media fails | Check supported media type and provider response. |
Last reviewed: