Inbox — DMs, comments and reviews

The Inbox brings together, in one place

• Direct messages from Instagram, Facebook, Telegram and WhatsApp.
• Comments on your posts from Instagram, Facebook, X, YouTube, LinkedIn, Bluesky and Reddit.
• Google Business Profile reviews.

What you can do

• Reply to a message or a comment.
• Send a private DM in reply to a public comment (Instagram and Facebook).
• Attach an image, a video, a file or a voice note, depending on the network.
• Send buttons or quick replies (Instagram, Facebook, Telegram).
• Hide, delete or like a comment, where the network allows it.
• Mark a conversation as read, assign it a stage, and filter by network, account or status.
• Use Saved replies to answer common questions with one click.

When you reply to a conversation that an AI agent is handling, the AI stops answering that conversation automatically so you do not talk over each other. Mark the conversation as handled to give it back to the AI.

Instagram and Facebook only allow you to send a message within 24 hours of the customer's last message. Outside that window the network blocks the send.

REVIEWS THAT ANSWER THEMSELVES ------------------------------------------------------------ When a new review lands on a connected Google Business listing, Ignix can do two things without you.

• Alert the team at three stars or below, by email, with the text of the review and a link to reply.
• Reply on its own at four stars and up — either with AI in your brand voice, or with your own texts. If you write your own, put in a few: Ignix rotates between them, because the same sentence under fifty reviews is what gives a bot away.

That split is deliberate. A one-star review needs an answer, but not a generated one: an automatic text in front of an angry customer reads as a form letter and makes things worse. Those come to you instead.

Auto-reply is off until you turn it on, and it never replies twice — if someone on your team got there first, it leaves it alone. Both settings live in Settings, next to the reputation alert, and both notify the same team.