Overview
Instagram conversations move quickly across comments, replies, and direct messages.
Postly Social Inbox helps users manage Instagram engagement from one centralized dashboard.
Why This Matters
Social conversations are spread across comments, DMs, reviews, and platform inboxes. Social Inbox helps teams reduce missed messages, respond faster, assign conversations clearly, and keep engagement organized across connected accounts.
Preflight Checklist
- Connect the relevant social accounts to Postly.
- Confirm each account supports comments, DMs, or reviews.
- Invite workspace members who need inbox access.
- Set inbox permissions for viewing, replying, and assignment.
- Decide how your team will mark conversations as resolved.
Step-by-Step Playbook
- Connect an Instagram Business or Creator account.
- Open Social Inbox.
- Filter conversations by Instagram.
- Reply to comments and DMs directly inside Postly.
- Assign conversations to team members if needed.
Best Practices
- Reply quickly to customer questions.
- Use conversation assignments for team workflows.
- Keep unresolved conversations organized with statuses.
Recommended Workflow
- New: incoming comments, DMs, and reviews appear as new inbox items.
- Open: a team member reviews the conversation and decides the next step.
- Assigned: the conversation is assigned to a workspace member when ownership is needed.
- Replied: once a public reply or DM response is sent, the status updates.
- Resolved: completed conversations are marked as resolved.
Social Inbox Features
- Unified inbox for comments, DMs, and reviews.
- Platform and account filters.
- Team member assignment.
- Dashboard notifications.
- Email notifications for important assignments.
- Internal notes for private collaboration.
- AI reply suggestions for faster responses.
- Conversation status tracking.
Metrics to Watch
- Conversations managed: total comments, DMs, and reviews handled.
- Response time: how quickly the team replies.
- Assigned conversations: how much work is routed to teammates.
- Reviews replied to: completion rate for Google review management.
- Inbox activity: how active each connected account is.
Troubleshooting Common Issues
- No conversations showing: confirm the account is connected and permissions are valid.
- Replies failing: check platform permissions and API limitations.
- Missing DMs: confirm the platform supports DM access through API.
- Too many notifications: keep dashboard notifications primary and limit email notifications to important events.
Related Guides
Frequently Asked Questions
- Can Postly manage Instagram DMs?
- Yes. Postly Social Inbox supports Instagram direct message management for supported business and creator accounts.
Next Steps
Connect your social accounts, open Social Inbox, review incoming comments, DMs, and reviews, then assign or resolve conversations as your team works through the inbox.