Inbox brings the conversations happening on your channels into Ocoya, so you can reply without opening each network separately.
Supported networks
Inbox supports Facebook, Instagram and Google Business reviews. Other networks are not yet available, even though you can publish to them from Ocoya.
This catches people out: you can publish to many networks, but only three feed the Inbox. Connecting X or LinkedIn will not make their messages appear. Ocoya says so in the profile list too.
LinkedIn Page comments are coming next. See What works on each network for every network’s status.
Inbox, with the DMs, Mentions and Comments tabs across the top and the connected Facebook and Instagram profiles down the left.
What’s in the Inbox
Inbox has four types of conversation:
| Type | What it shows |
|---|---|
| DMs | Direct messages sent to your Facebook Page or Instagram account |
| Mentions | Posts and stories where someone mentioned you |
| Comments | Comments left on your posts |
| Reviews | Reviews of your Google Business locations, with their star rating |
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.
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.
Replying to Google reviews
Each review is its own conversation. Your reply is posted publicly under the review on Google, so write it for everyone who reads your reviews. A review has only one reply: sending another replaces the first.
Reviews arrive while the Inbox is open, checked every few minutes. The first time, Ocoya brings in reviews from the last 30 days. Ones you’d already answered on Google come in as Resolved.
Turning a channel on or off
Each connected Facebook, Instagram and Google Business 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.
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
Automating replies
Inbox conversations can start workflows: auto-replying to DMs, responding to mentions, sending a DM when someone comments, or answering a new Google review. Those are set up under Workflows, and each run costs a credit. See Automating the Inbox.
Common questions
“Why can’t I see my X messages?” Inbox is Facebook, Instagram and Google reviews only. What works on each network shows what’s coming.
“A colleague replied and I didn’t know.” Use Assigned to me and mark threads Resolved.
“Instagram DMs aren’t showing.” Instagram needs Allow access to messages turned on in its app. See Instagram DMs not showing in Inbox.
“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.