Answer a public comment
Open Comments for a Facebook or Instagram account. Read the post, check the draft and decide whether to reply or leave it for review.
Social media inboxThe right reply.
The right reply.
From the right account.
Manage social comments and private messages in OutReply. Keep the account in view, draft with AI, and review what your customer will receive.
Free includes 30 monthly AI credits. Advanced conversation analysis requires a subscription.
A reply worth reviewing
Fictional example · not a live inbox
Northbank ClayPublic comment
Maya asks
Is the blue mug still available?
Draft to review
Thanks, Maya! I’ll check the blue mug’s availability and get back to you.
Check stock before promising availability.
Start with the conversation you need
Inbox has separate Messages, Comments and Saved replies views. Choose an account to open its conversations; the workspace holds shared settings and team access.
Continue a private conversation
Open Messages for Facebook, Instagram or WhatsApp. Check the account and available conversation history before composing a reply.
Keep your team in context
Workspace permissions control who can access comments and messages. Shared AI instructions help drafts follow your business’s tone and facts.
Which channels are covered?
Connecting a publishing account does not automatically add its messages or comments to the inbox.
| Account | Comments | Messages |
|---|---|---|
| Facebook Pages | Queue | Supported |
| Instagram professional | Queue | Supported |
| WhatsApp Business | Not supported | Supported |
| Not supported | Not supported | |
| TikTok | Not supported | Not supported |
| X | Post feed | Not supported |
| YouTube | Post feed | Not supported |
Queue = the Facebook/Instagram Comments view. Post feed = open a post in the workspace feed to load its comments. Reddit has a separate Reddit listening workflow.
Will I see every past message and comment?
No. Available history depends on the connection, permissions and platform limits. The Messages list shows loaded conversations; search covers their names and previews, not the full text of every past message. Use “Load older” where available, and check any unavailable-account notice.
A quick review before you send
AI can help with wording. You still check the facts, recipient and destination. Open an example to see what deserves attention.
A product question“Is the blue mug still available?”
Check the current product record before confirming stock, price or delivery. A friendly AI draft is not an inventory lookup.
Example wordingThanks! I’ll check availability and get back to you.
A public order problem“My order has not arrived.”
Acknowledge the problem without asking for an address or order details in a public comment. Use an appropriate private support channel. Do not announce that a DM was sent unless it was.
Example wordingSorry your order has not arrived. Please contact us privately so we can look into it.
A decision for a teammate“Can you make an exception to the refund policy?”
Check the policy and ask the responsible teammate before promising a refund. Agree who will respond; permission to open the inbox does not itself assign ownership or prevent simultaneous replies.
Example wordingI’ll check your request with the team before confirming what we can offer.
These are fictional review examples. Generating or saving a draft does not send it. Check the send result before treating a reply as delivered; if the result is uncertain, inspect the original conversation before retrying.
Reply help that fits the job
Drafts and quick replies
Use AI to draft a reply, edit it in your own words, or insert a saved quick reply in a message. Keep changing details such as stock, dates and prices current.
Explore AI reply draftsConversation Sidekick
Request an AI summary, sentiment and suggested approach for the loaded conversation. Analysis and suggested replies each cost one credit. Treat inferred mood or intent as a suggestion.
Compare plans and creditsWhat if a platform will not let me reply?
Follow the conversation’s availability notice. WhatsApp requires an approved template outside its 24-hour customer-service window. OutReply can show a template option; approval, recipient permission and applicable platform fees still matter. Facebook and Instagram have their own eligibility and reply-window rules. A connected account does not guarantee that every message can be sent.
Review WhatsApp’s messaging policy and Meta’s Messenger guidance for current requirements.
For automatic responses, configure and test a separate workflow. Manual inbox drafts and enabled automations behave differently.
Social media inbox FAQ
Are comments and DMs combined in one feed?
OutReply brings them into the same product with separate Messages, Comments and Saved replies views. Messages can be browsed across supported accounts; choose an account to open its conversations. Facebook and Instagram have a Comments view, while X and YouTube comments are loaded from posts in the workspace feed.
Which accounts support direct messages?
Facebook Pages, Instagram professional accounts and WhatsApp Business connections support messages. Access depends on permissions and platform eligibility. LinkedIn, TikTok, X and YouTube DMs are not supported in OutReply.
Can I start on the Free plan?
Free includes inbox access and 30 monthly AI credits, subject to its account and usage limits. AI reply drafts use credits. Advanced conversation analysis and suggestions require a subscription. Check pricing for the current plan allowances.
Does an AI draft send automatically?
No. A manual inbox draft is for review and editing before you send. Separately configured workflows can attempt automatic replies when enabled; test their conditions, account scope and platform outcome.
Can teammates have different access?
Yes. Workspace Feed permission covers comments, while Messaging permission covers private conversations. Shared access is not the same as assigning responsibility for a reply, so agree who owns the conversation.
Does connecting an account import all its history?
No. The platform, connection and permissions determine available history. The cross-account Messages search covers loaded conversation names and previews, not all message text. Load older conversations where the option is available.
Build your reply process
Bring your next conversation into focus
Start with one supported account on Free, then review a real conversation before sending your first reply.