Answer comments, messages and reviews from one inbox

Last updated November 1, 2026

What lands in the inbox

The inbox comes with messaging on Premium and higher plans. It gathers what each network shares through its API: Instagram (comments and DMs), Facebook Pages (comments and DMs), LinkedIn (comments on page posts), YouTube (comments), Threads (replies), Google Business Profile (reviews), Bluesky (replies), Mastodon (replies) and Reddit (comments).

You can also connect messaging channels:

• WhatsApp Business, with your business number.
• Telegram, through a bot.
• SMS, through Twilio, Plivo or a custom HTTP gateway.
• Live chat, with a widget on your website.

X, Pinterest and Tumblr are publishing networks in Postocial, so their comments stay in each network's own app.

Let automations answer first

Automations can greet new chats and answer common questions on WhatsApp, Messenger, Instagram, Telegram, SMS and live chat, and reply to comments on Facebook and Instagram. When a question needs a person, they hand the conversation to your team. Build your first automation.

Set up the inbox

1. Connect your social accounts. Conversations come from the accounts you connect, so start there. Connect your accounts.
2. Add messaging channels. Add the channels you use: your WhatsApp Business number, a Telegram bot, an SMS provider or the live-chat widget. Connect WhatsApp or connect Telegram, SMS and live chat.
3. Put the chat widget on your site. For live chat, add the widget to your website, then open the site in a private browser window to try it.
4. Send a test message. Message each channel from a personal account and check that it reaches the inbox.

Handle a conversation as a team

1. Assign it. Assign the conversation to the teammate who should answer, so two people don't reply to the same customer.
2. Add an internal note. Leave context for your team, such as an order number or what you've already tried. Customers don't see internal notes.
3. Tag it. Tag it by topic, such as billing, bug report or sales lead, so patterns are easy to spot later.
4. Reply. Write your answer, insert a saved reply or, once you connect your own AI key, start from an AI-suggested reply. Read it through and make it yours before you send it.

Reply faster without sounding like a robot

• Keep saved replies for the questions you answer every week: opening hours, delivery times, how to book.
• Personalize each saved reply with the customer's name or details before you send it.
• Treat AI suggestions as drafts. Check facts, prices and promises first.
• Nothing is sent automatically unless you build an automation. Chatbots, keyword replies and AI replies answer only the way you set them up, and a teammate can pause the bot on any conversation. Set up your first automation.

Mind the WhatsApp reply window

WhatsApp lets a business send free-form replies only within 24 hours of the customer's last message, and the clock restarts each time they write. After that, WhatsApp allows only pre-approved message templates, and you can only message people who have opted in.

So answer WhatsApp conversations that are close to the 24-hour mark first. Sources: WhatsApp Cloud API on sending messages and on message templates.

Meta bills WhatsApp messages to your WhatsApp Business account, not through Postocial. Connect WhatsApp and send templates.

Build on the inbox

Developers can use the Messaging REST API with a workspace API key. API and webhooks guide.