Bring your direct messages into Rep Inbox so your team can see and answer them in one place. You can set this up separately for WhatsApp, Instagram, and Facebook Messenger.
For each channel, you can let Rep AI answer while your team monitors conversations and takes over when needed. You can also turn off AI answering and have your team handle messages in Rep Inbox.
Turn on Rep Inbox for a channel
- In the Rep AI Console, go to Omnichannel AI → Direct Messages.
- Choose WhatsApp, Instagram, or Facebook Messenger. Connect the channel if prompted.
- Find Rep Inbox: where your team answers and turn on the switch to open conversations in Rep Inbox.
- Select Save changes.
- Repeat for any other channels your team wants to manage in Rep Inbox.
Rep Inbox must be connected to use this setting. Each channel has its own switch, so turning on one channel does not turn on the others.
Work with a conversation
Open Rep Inbox → Rep AI to see conversations handled by Rep AI. You can also find them in All or Open and filter by channel.
Select a conversation to read it, send a Reply, or add an internal Note. WhatsApp conversations also have a Templates option for approved message templates.
Choose who answers
Keep AI answering on for a channel when you want Rep AI to answer shoppers while your team monitors and takes over as needed. Turn AI answering off for a channel when you want your team to answer its messages from Rep Inbox. Keep Rep Inbox routing on in either case so the conversations reach your team.
If something is not working
- The Rep Inbox setting is unavailable: Check that the channel and Rep Inbox are connected.
- A channel’s messages are missing from Rep Inbox: Check that its Rep Inbox switch is on and that you selected Save changes. Then send a new test message to that channel.
- You cannot send a regular reply: A channel’s reply window may have closed after 24 hours. On WhatsApp, you can use an approved template. On Instagram or Facebook Messenger, wait for the shopper to message again.