How to use the inbox

The inbox brings together messages from all your channels (Instagram, Facebook, WhatsApp) in one conversation per person.

Steps

  1. Open Social Media → Inbox.
  2. Select a conversation from the list.
  3. Reply from the chat box.
  4. Turn the AI assistant on or off to have it answer for you when you’re away.

With AI

  • Improve answer with AI: polish your message before sending it.
  • AI Assistant: answers for you when you’re away; when you take control, the AI suggests the reason for the takeover.

Tip

From a chat you can create a contact or schedule an appointment without leaving the conversation.

When a message is refused

If the titular withdrew their data processing authorization, the system will not let you message them and says so when you try. This is not a fault: it is Law 1581 being enforced. To write to them again, the titular has to authorize once more — by booking, or by signing the authorization under Documents.

Receiving their messages still works. What stops is what goes out.

Marketing

When starting a new conversation, the Este mensaje es publicidad switch marks the send as marketing. A marketing message only goes out if the titular authorized marketing on that channel.

With a WhatsApp template the question does not appear: Meta already classifies every template, and the system uses that classification. Declaring a promotional template as a service message does not get it through.