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Documentation›Meta Agent›Inbox and take over

Meta Agent

Inbox and take over

Monitor Instagram and Facebook conversations and take over a chat when a person is needed.

The inbox is the single unified view where all Instagram and Facebook direct messages managed by the agent come together. From here you follow conversations and, whenever you want, reply yourself instead of the agent.

The inbox view

Open «Inbox» from the side menu. On the left is the list of conversations, with a search bar to find them by name; in the centre is the selected conversation with the full message history. Each conversation indicates the platform (Instagram or Facebook) and whether it is currently handled by the AI or by a person.

Taking over and handing back to the AI

  • Take over. Press «Take over» to pause the automation and reply manually. Until you take over, the reply box remains read-only (you will see the «Take over to reply» button).
  • Write and send. After taking over, type in the reply field and press «Send». The customer receives your message as if it came from the profile.
  • Hand back to the AI. When you are done, press «Hand back to AI»: the agent resumes replying automatically to that conversation.

The 24-hour window

Meta only allows you to reply freely to a customer within 24 hours of their last message. Beyond that window, free-form replies are no longer permitted without special rules: if you need to manage a chat manually, do it within 24 hours.

Verify everything is working (final test)

Before considering the agent «in production», run this complete test using a second account (for example a colleague's or your personal profile).

  1. 1

    Send a test DM on Instagram

    From another account, send a message to your professional Instagram profile. The agent should reply within a few seconds and the conversation should appear in the inbox.

  2. 2

    Send a test DM on Facebook

    Repeat by writing to your Facebook Page via Messenger.

  3. 3

    Try a comment

    Comment on one of your public posts with a question: the agent should reply publicly. If you try an offensive comment, it should hide it (if you have enabled the option).

  4. 4

    Try the take-over

    Open a conversation in the inbox, press «Take over», send a manual reply, and then «Hand back to AI».

  5. 5

    If something is not working

    Review the «Prepare your Meta accounts» page (especially message access), check that the agent is «Active», and that the DM reply mode is set to «Agent replies automatically».

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