Priority inbox: conversations that need you

Not every Instagram conversation should be handled automatically. Priority inbox is where a conversation lands whenever Zaptium genuinely can't (or shouldn't) reply on its own — so you only ever see the ones that actually need a real person.

Why something's there

A conversation shows up here for one of two reasons: an automation ran into a question it couldn't confidently answer and asked you to take over, or one of your inbox rules flagged it. Open any conversation and look for Why this is here to see exactly which automation or rule surfaced it, and what it fired on.

Replying to someone

Open a conversation and reply right there — it sends as you, from your account. Once you've sent one reply on a thread, Zaptium hands automation off for that conversation until you resolve it, so it and you never talk over each other.

Save common answers as quick replies so you're not retyping the same thing — pick one from the composer to drop it in, then edit before sending.

Snoozing and resolving

Not ready to deal with something right now? Snooze it for an hour, a few hours, tomorrow morning, or next week — it comes back to the active queue automatically when the time's up, or sooner if something new comes in. Once you're done with a conversation, hit Resolve to clear it from the queue; reopen it later if it needs attention again.

Resolving a conversation also lets that automation try again with the same person next time — so a resolved conversation isn't a dead end, it just clears the queue.

What's next

Want fewer conversations landing here in the first place? Tighten up your FAQ automation's knowledge source, or adjust your inbox rules.