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Instagram & Messenger

Turn social DMs into real conversations.

Instagram and Facebook Messenger messages land in one shared inbox, with the product they’re asking about and a teammate who owns the reply.

Messages from every channel in one Noxtill inbox

Why it matters

Product questions get lost between two apps.

A shopper asks about a size on Instagram while another asks about shipping on Messenger. Whoever has the phone answers one and misses the other, and nobody knows which product they meant.

One inbox for both platforms keeps each question with its product, its owner and its reply deadline.

How Instagram & Messenger inbox works

A clearer way to work.

Select a step to see what happens.

Step 1 of 5

Authorize business accounts

Connect your Instagram business account and Facebook Page with the permissions they require.

On screen

Connected · @juniperlane · Juniper Lane Boutique Page

Interface and key controls

See the details that keep work moving.

Select a DM, assign it and reply. Each platform’s reply window is shown, and replies outside it are blocked.

Instagram DM · Ava Mitchell@ava.m

Is the linen wrap dress still in a medium?

Product ContextLinen wrap dress · $128.00 · size M in stock (2)
Owner
ReplyHi Ava! Yes, we have 2 mediums. Want us to hold one until Saturday?
22 hr left

Business scenarios and exceptions

Designed for real-world exceptions.

The inbox uses each platform’s approved business access and follows its reply windows. Messages outside the window or without permission are clearly marked.

Replied in windowThe customer messaged recently, so the reply was sent and delivered on the same platform.
Window closingThe reply window ends soon. The thread moves up the owner’s list with the time left shown.
Can’t replyThe window has closed or the page lost permission. The thread shows why and suggests another channel if the customer has one.

Business scenario

A practical day in the business.

Juniper Lane Boutique in Boulder, CO sells clothing in store and through Instagram and Facebook. Owner Hailey Dawson and one associate share the DMs.

  • 11:02 AM — Ava Mitchell asks on Instagram if the linen wrap dress comes in a medium.
  • 11:03 AM — The thread shows the tagged product: $128.00, size M in stock, 2 left.
  • 11:05 AM — Associate Bryce Lowell is assigned and replies with a hold link.
  • 11:40 AM — A Messenger question about shipping to Fort Collins is answered from the same inbox.
Boutique customer with her shopping bags

FAQs

Instagram & Messenger questions.

Related: WhatsApp Inbox · AI Reply Drafting

Can Instagram and Messenger be answered from one place?

Yes. Once your business accounts are connected, DMs from both appear in one shared inbox.

Is there a time limit to reply?

Each platform sets its own reply window. The inbox shows how much time is left and blocks replies once it has closed.

Can teammates see which product a customer means?

When a message comes from a product post or tag, the product and its stock appear beside the thread.

Who should use Instagram and Messenger inbox?

Social commerce retailers, studios and creators who sell through Instagram and Facebook with more than one person answering.

What does connecting require?

A business or creator account and the permissions each platform requires. Personal accounts are not supported.

Answer every DM from one place.

Start a 14-day free trial or book a demo to connect Instagram and Messenger.