Inbox & DMs

Manage direct messages across all your social platforms from one unified inbox.

Social Inbox

The Inbox page collects direct messages from all your connected social accounts into a single view. No more switching between apps — read, reply, and manage conversations from one place.

DMs are supported on Instagram, Facebook (Messenger), and X/Twitter. LinkedIn and Threads do not currently support DMs via their APIs. See Connecting Accounts for full platform feature details.

Messages are synced periodically and show the sender, platform, account name, timestamp, and a preview. Click any message to see the full conversation thread and reply directly.

Account Names

When you have multiple accounts on the same platform, the inbox shows which account received each message. For example, a message might show "Instagram · GateCloud" to distinguish it from messages received on your other Instagram accounts.

Conversation Threads

Clicking a message opens the full conversation thread. You'll see all messages in the conversation — both incoming messages from the sender and your outgoing replies — displayed as chat bubbles:

  • Incoming messages appear on the left with the sender's name
  • Outgoing replies appear on the right with your account name

This gives you full context of the conversation without switching to the original platform.

Replying to Messages

You can reply to messages directly from the inbox:

  1. Click a message to open the conversation
  2. Click Reply to open the reply area
  3. Type your response and click Send (or press Cmd+Enter / Ctrl+Enter)

Your reply is sent through the original platform's API and appears immediately in the conversation thread.

AI-Assisted Reply

To get help drafting a reply:

  • Quick generate — Click the "Quick generate" button to instantly generate a reply based on your brand voice
  • AI Reply with instructions — Click "AI Reply", type optional instructions (e.g., "be friendly, mention our sale"), and click "Generate"

The AI-generated text appears in the reply textarea. You can edit it before sending.

24-Hour Messaging Window (Meta)

Instagram and Facebook enforce a 24-hour messaging window. You can only reply to messages received within the last 24 hours. If a message is older than 24 hours, the reply area will be disabled with an explanation.

This is a Meta platform policy — not a SonetHub limitation.

Importance Classification

SonetHub automatically classifies incoming messages by importance using AI. Messages from verified accounts, high-follower users, or those containing partnership and business inquiries are flagged as important.

You can customize what counts as important in Settings > Notifications. Write natural language rules like:

  • "Verified accounts and users with 5k+ followers"
  • "Partnership requests and collaboration offers"
  • "Messages mentioning our product name"

The AI applies your criteria to incoming messages automatically.

Reading and Managing

From the inbox, you can:

  • Filter by platform, read/unread status, or importance
  • Reply directly to any message — your reply is sent through the original platform
  • Mark messages as read or unread with the toggle button
  • Use the AI assistant to manage messages — ask it to "show my important DMs" or "reply to the latest Instagram message"

Notifications

SonetHub keeps you informed about important activity:

  • In-App Bell — A notification bell in the header shows a badge with unread message and failed post counts. Click it to see recent notifications and jump directly to the relevant page.
  • Email Notifications — Receive emails when posts are published or fail. Configure these in Settings > Notifications — you can toggle email notifications on/off and control which events trigger emails (publish success, publish failure, or both).

Notification preferences apply per-user and can be managed from Settings or through the AI assistant.