One inbox for Instagram, Facebook and WhatsApp
How Exoconnect brings Instagram, Messenger and WhatsApp conversations into one inbox, where comments and mentions live, and how reply windows work.
Updated · 4 min read
When your customers write on Instagram, Facebook and WhatsApp, answering them means three apps, three sets of notifications, and messages that slip through. Exoconnect puts every conversation in one Inbox, and every comment in one list beside your posts. This guide shows how it works and how to keep up with it.
What arrives where
| What | Where in Exoconnect |
|---|---|
| Instagram direct messages | Inbox |
| Facebook Messenger messages to your Pages | Inbox |
| WhatsApp chats | Inbox |
| WhatsApp groups your number runs | Inbox |
| Comments on your Instagram and Facebook posts | Posts, then All comments |
| Posts and comments where other accounts @mention your Instagram | Inbox, then Mentions |
Messages arrive within seconds, with their photos, videos, audio and documents. Connect your accounts first: Set up Exoconnect covers Instagram and Facebook, and Set up WhatsApp Business covers WhatsApp.
One person, one conversation
The people who write to you become contacts. When one contact has written on more than one app, Exoconnect shows them once. At the top of the conversation, switch between their Instagram, Facebook and WhatsApp chats with one tap.
From a conversation’s ⋯ menu:
- Save contact or Manage contact: say who this person is, either a contact you already have or someone new.
- View timeline (or press T): everything this person did, on every app, in one list: messages, comments and form responses.
Find what needs you
The Inbox lists the newest conversation first.
- Waiting on you shows only conversations where the customer spoke last. When you’ve answered everyone, it says “You’re all caught up”.
- Filters narrow the list by People or Groups, by Account, and by contact Tags. Tag your best customers, and you can answer them first.
- On Today, the Needs you list shows conversations waiting on you, next to anything else that needs a look.
The filters live in the page’s address, so a filtered view survives a reload and you can bookmark it.
Reply
Open a conversation, type in the reply box, and press send. What else you can send depends on the app:
- Instagram and Facebook: words, plus a link to one of your published forms.
- WhatsApp: words, one photo, video, audio file or document with a caption, an approved message template, or a form link.
Choose + beside the reply box for files, templates and forms. A form sent this way carries a link made for that person, so their answers join their contact.
If a message can’t be delivered, it’s marked Not delivered, with the reason, such as “The reply window had closed”.
Reply windows
Each app limits how long after a customer’s last message you can answer.
- WhatsApp: 24 hours. Each new message from the customer opens a fresh 24 hours. After that, you can only send an approved message template. Read WhatsApp templates and the 24-hour window, explained.
- Instagram and Facebook: these have a reply window too, counted from the customer’s last message.
Exoconnect tracks the window for every conversation. When it’s about to matter, the reply box tells you. When it has closed, the reply box says so, and on WhatsApp it offers Send a template.
Comments
Comments live with your posts, because a comment makes sense next to what it’s about. Go to Today, then Posts. A post with new comments says so. Choose All comments to see every comment for one account, whether the post was made in Exoconnect or in Instagram or Facebook.
Beside each comment:
- Reply answers publicly under the comment.
- Hide hides another person’s comment from everyone except them and you. Show brings it back.
Recipes can answer comments for you, publicly, by private message, or both. They match comments by words, or on every paid plan, by what they mean. They work on Instagram and Facebook comments, not on WhatsApp. Read Set up Exoconnect to make your first one.
Mentions
When another Instagram account @mentions yours in a post or a comment, it shows under Inbox, then Mentions, with a link to view it on Instagram.
Work as a team
In a team, everyone whose role can read messages sees the same Inbox, with each reply as it’s sent, so two people don’t answer the same customer without knowing.
- Roles decide who can reply. Someone without permission to send can still read. The reply box tells them, and an admin can change their role.
- A role can also allow sending WhatsApp templates without allowing other replies.
- Every reply is recorded in the workspace’s history, with who sent it.
Let AI help
Exi, the assistant inside Exoconnect, and your own AI agent connected through MCP can read conversations and draft or send replies. You choose what each may do on its own; a reply can wait as a draft until you approve it. Exi is included from the Starter plan, and outside agents connect on every plan. See the pricing page.
What the Inbox doesn’t do
- It doesn’t schedule messages.
- It doesn’t connect LinkedIn, X, TikTok or YouTube.
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