# Inbox

Source: https://social9.com/docs/engage/inbox

> See and answer comments on your posts, Google reviews and messages in one place. Assign, label and close conversations.

The Inbox collects what people say to your brands in one list, so nobody has to check every app.

**Which plan:** All plans.

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## Where to find it

**Dashboard → Inbox.** It has three tabs: **Conversations**, **Auto-replies** and **Setup**.

It shows the brand picked at the top of the page, or every brand you can see.

![The Inbox: conversations on the left, the open conversation and reply box on the right](https://social9.com/docs/screenshots/inbox.png)

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## How to reply to a comment

1. Open **Conversations** and pick a conversation.
2. Write your reply, or press **Suggest a reply** to let the AI draft one in your brand voice. Read it and change it before you send.
3. Press **Reply publicly**.

Your reply is posted from the brand's connected account, as a reply to the comment. For a direct message the button is **Send message**.

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## How to organise conversations

| Action | How |
|---|---|
| **Assign** | Pick a teammate in the **Unassigned** list. Filter the list with **Assigned to me** |
| **Label** | Type labels separated by commas, for example `sales, support` |
| **Mood** | Positive, Neutral, Negative or Question. The AI sets it when it suggests a reply; you can change it |
| **Close** | Press **Close** when it's done. A new comment opens it again. Press **Reopen** to open it yourself |

Use the filters at the top (**All types**, **All networks**, **Any mood**, **Anyone**) and **Search** to find a conversation.

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## What shows up

- **Comments** on posts you published with Social9 in the last 14 days. Each top-level comment is one conversation; replies to it stay inside it.
- **Google reviews** for your Business Profile locations, once Google approves access. See [Google reviews](https://social9.com/docs/engage/reviews).
- **Direct messages** from Instagram and Messenger, once Meta approves messaging. See [Comment-to-DM](https://social9.com/docs/engage/comment-to-dm).

Comments on posts you published outside Social9 don't appear.

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## Good to know

- New comments arrive within about 15 minutes. Press **Refresh** to check now.
- **Suggest a reply** uses AI credits, the same as writing one post.
- To reply you need permission to publish for that brand (Owner, Admin or Editor). To assign, label or close you need permission to edit posts.
- **Facebook and Instagram:** the account must be connected with permission to read and manage comments. Direct messages also need Meta's approval; until then **Setup** shows **Waiting for Meta approval**.
- **Google reviews** need your Google Business Profile connected and Google's approval (**Waiting for Google approval** until then).
- **X replies** only show once X replies are switched on, which needs a paid X API plan (**Needs a paid X API plan** until then). Each reply you send on X counts as an X post.
- **LinkedIn** only lets apps read comments on Company Pages, not personal profiles.
- **Threads** needs a reconnect to give the new comment permissions.
- A network stays quiet? Open **Inbox → Setup**. For each account it shows whether reading comments and replying work, and which permission is missing. Reconnect the account on **Channels** to give it.
- The Free plan can connect LinkedIn, Instagram, Mastodon and Bluesky only. Paid plans add the other networks.

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## Related

- [Comment-to-DM and auto-replies](https://social9.com/docs/engage/comment-to-dm)
- [Google reviews](https://social9.com/docs/engage/reviews)
- [Brand voice](https://social9.com/docs/brand/brand-voice)
- [Connect your accounts](https://social9.com/docs/getting-started/connect-your-accounts)
- [Credits and usage](https://social9.com/docs/account/credits-and-usage)