Your Facebook and Instagram direct messages come into the same inbox as your texts and emails. If you can't find them, they're probably there, just not under Unread.
Why it happens
If your Facebook page or Instagram account sends its own automatic reply from Meta Business Suite, that reply can mark the message as read inside your inbox. So it skips the Unread tab and only shows up under All.
The fix
You've got two options.
- Turn off the auto-replies in Meta Business Suite (or in your Facebook and Instagram settings). Then we set up the same kind of instant reply inside Amplify. This is what we recommend, because every message then shows up as unread and gets the same follow-up as your other leads.
- Keep the Meta auto-replies and have your team check the All tab every day, not just Unread.
Email support@earnworthy.com and we'll handle option 1 for you.
Messages aren't showing up at all
Your Facebook and Instagram DMs need a setting turned on before they flow into the inbox. We switch it on during setup. If DMs stopped arriving, email us and we'll check the connection and that setting. The switch lives in Settings, then Integrations, then Settings on the Facebook and Instagram card. Facebook messaging and Instagram messaging each need to be turned on there. For Instagram, the account also has to be linked to your Facebook page, and Instagram's own settings have to allow connected tools to access messages.
FAQ
Do I still need to check Meta Business Suite?
Not once your DMs come into Amplify. You can reply to them right from the inbox, on your computer or in the app.
Will turning off Meta's auto-reply leave people waiting?
No. We replace it with an instant reply from inside Amplify before you turn the old one off.