How do you reply to comments and messages in the Inbox?
In tiaki, open the Posteingang (Inbox), tap a conversation, write your text under Antworten (Reply) and tap Senden (Send). You can reply to comments publicly or by direct message.
On this page
The Posteingang (Inbox) collects messages and comments from Facebook and Instagram in one place, plus your unanswered Google reviews. tiaki checks for new ones every minute. Every team member can read and reply here.
Step by step
- In the sidebar, under Kommunikation (Communication), open the Posteingang. On your phone, you’ll find it under Mehr (More).
- At the top, you first see Offen (Open) – everything someone is still waiting on. Alle Netze (All networks), Facebook, Instagram or Google-Bewertungen (Google reviews) narrow the list.
- Tap a conversation. On the left, you see the history; on the right, the card with name, classification and note.
- For a comment, choose under Antworten (Reply): Öffentlich unter dem Kommentar (Publicly below the comment) or Per Direktnachricht (By direct message).
- Write your text in the Deine Antwort (Your reply) field. On Instagram, you can mention the person with the @name button.
- Tap Senden (Send).
- Once everything is sorted, tap Erledigt (Done). Wieder öffnen (Reopen) brings the conversation back.
Tip: If tiaki has already prepared a suggested reply, it’s shown at the top. Veröffentlichen (Publish) sends it straight out, Ins Antwortfeld (Into reply field) lets you adjust it first, and Anderer Vorschlag (Another suggestion) gets a new one.
Note: As soon as a person has replied, automations pause for that contact – so nobody gets duplicate replies.
Not working?
- The “Senden” button is grayed out or you see a note about a deadline: Meta only allows replies to messages up to 7 days after the customer’s last message. If the last message is older than 24 hours, tiaki sends your reply as a personal reply from a team member.
- “Per Direktnachricht (nicht mehr möglich)” (By direct message (no longer possible)): A direct message about a comment only works once per comment and only within the first 7 days. Reply publicly instead.
- The Inbox is empty and shows “Profile verbinden” (Connect profiles): No Facebook Page and no Instagram account are connected yet.
- At the bottom it says “Letzter Abruf: …” (Last check: …) with an error: Access to the network isn’t working right now. See Renew a connection.
- Still stuck? Ask us via Ask a question in the Help Center.
Related articles
- How do you keep track of inquiries and filter out spam?tiaki spots inquiries and spam on its own – you can change any classification in the conversation under Was ist das? (What is this?), set the lead status and move spam aside with one tap.
- How do you set how tiaki replies to comments?In the Posteingang (Inbox), open Antwort-Regeln (Reply rules). There you decide for each classification whether tiaki just notifies you, makes a suggestion or – for praise – replies automatically.
- How do you hear about new messages and comments right away?tiaki shows new inquiries, questions and complaints under Mitteilungen (Notifications – the bell). Under Einstellungen (Settings) → Benachrichtigungen (Notifications), you decide whether they also reach you by email or as a push notification on your phone.