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Inbox brings the conversations happening on your social channels into Ocoya, so you can reply without opening each network separately.

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Supported networks

Inbox supports Facebook and Instagram only. Other networks are not yet available, even though you can publish to them from Ocoya.
This catches people out: you can schedule to twelve networks, but only two feed the Inbox. Connecting X or LinkedIn will not make their messages appear. Ocoya says so in the profile list too.
Ocoya Inbox showing DMs, Mentions and Comments tabs, Open, Resolved and Assigned to me filters, a list of five Facebook and Instagram profiles each with a Reconnect to use button, and a panel reading Facebook and Instagram only

Inbox, with the DMs, Mentions and Comments tabs across the top and the connected Facebook and Instagram profiles down the left.

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What’s in the Inbox

Inbox has three tabs: Each can be filtered by Open, Resolved and Assigned to me, so a shared inbox doesn’t turn into two people answering the same message.

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Working through conversations

Select a conversation to open it, then reply directly. When you’re finished with a thread, mark it Resolved so it leaves the Open list. Anyone else in the brand sees the same state. Use Assigned to me when several people work the same inbox — assign a thread to yourself so colleagues know it’s handled.

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Turning a channel on or off

Each connected Facebook and Instagram profile has a toggle in the profile list on the left of the Inbox. Switch a profile off to stop its conversations appearing, without disconnecting the channel or affecting publishing.

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Letting Ocoya draft a reply

In a DM thread, Ocoya can suggest a reply for you. It reads the last four messages in the conversation and drafts a response in your brand’s voice, which lands in the reply box for you to edit before sending — nothing is sent automatically. It costs 1 credit per suggestion. See What are credits? A very short thread gives it nothing to work from, and Ocoya says so rather than guessing:
The conversation is too short to suggest a reply

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Automating replies

Inbox conversations can trigger automations — auto-replying to DMs, responding to mentions, or sending a DM when someone comments. Those are set up under Workflows, and each run costs a credit.

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Common questions

“Why can’t I see my X messages?” Inbox is Facebook and Instagram only. “A colleague replied and I didn’t know.” Use Assigned to me and mark threads Resolved. “My messages stopped appearing.” The channel may need reconnecting — Inbox uses the same access as publishing. See Reconnect a channel. “Older conversations are missing.” Networks limit how far back an app can read. Very old threads may not be retrievable.

Reconnect a channel

When messages stop arriving.

What are credits?

Automated replies cost a credit per run.