Updated 2 months ago
From Metricool, in the Inbox menu you can manage messages and comments from your social networks.
The Inbox is designed for reading and replying to messages and comments. Deleting or hiding comments and messages is not possible from Metricool — these actions must be done directly on each social network's app or website.
These are the types of messages you can reply to, by social network:
Facebook: comments and private messages.
Instagram: comments and private messages (main inbox).
TikTok: comments (only available in business accounts)
X (Twitter): private messages.
LinkedIn: comments and mentions (available for company profiles and personal profiles). Private messages are not supported.
Google Business Profile: reviews.
YouTube: comments on long and short videos.
Currently, the API connection does not allow responding to comments received on ads.
On Facebook and Instagram, the API limits responding to comments received within the last 24 hours and private messages up to 7 days after they are sent. This time limit applies only to replies — it does not enable deleting comments at any point.
Read and unread status is not shared between Metricool and the social networks. Manage messages and comments in one place so Unread stays accurate.
The Inbox does not store history. Each time you open it or refresh the page, Metricool loads the latest data directly from the social network. If a review or message is deleted at the source, it stops appearing the next time the Inbox loads (there may be a short delay due to API caching). If you already had the Inbox open when it was deleted, it stays visible until you refresh the page or close the browser.
In the top menu you can find the Inbox section. Inside, you can see the messages grouped in three tabs:
Unresolved: all messages and comments from the social networks you have selected that are pending resolution. When you have marked it as resolved, by clicking on the check on the right, it will go to the "All" folder.
Unread: all messages and comments pending to be read. Once you read the message, it will disappear from this tab and will be displayed in "All".
All: all messages and comments from the social networks you have selected, whether or not they have been read or replied to.
To read a message you must click on it in the menu on the left and the conversation will open on the right. If it is a direct message, you will be able to consult the whole conversation, reply with text and emojis or send an image, video or GIF. If it's a comment, we'll show you the post first so you know which one received the comment. It will not be possible to view images except for responses to stories.
At the moment, we do not have the option to receive a notification when we receive a new post or comment.
Direct Access to Entry: To go to the entry related to a conversation, click on the entry preview.
Preview View: The preview of a conversation entry collapses at the top when it is no longer visible.
Accessing the user's profile: Click on the avatar within a conversation to open the user's profile (if the social network allows it).
-You can access the profile on: Instagram, TikTok, YouTube, and X (Twitter).
-Direct profile access is not available on: Facebook, LinkedIn, and Google My Business.
You can filter Inbox messages in three ways:
By social network: you can activate and deactivate the networks from which you want to manage messages and comments.
By message type: you can filter by comment, direct message or Google review.
Search engine: with the search engine you can find a specific user.
Optimize your workflow adding notes in your messages. Check here all the details.
If comments or messages from a specific social network are not appearing in your Inbox, see Comments or messages not appearing in Inbox for a complete checklist of account-type restrictions, connection requirements, and filter settings by network. For Instagram private messages only, see Instagram Direct Messages don't display in my Inbox.
Meta APIs limit replies to:
Comments: up to 24 hours after publication
Private messages: up to 7 days after sending
After that time, messages appear in the Inbox but you can't reply to them from Metricool. You'll need to reply directly from the social network's app.
Note: This 24-hour window refers exclusively to the ability to reply. Deleting comments is not available from Metricool at any time.
No. Metricool does not allow deleting comments, replies, or direct messages from any social network. This applies regardless of how recent the comment is. To delete a comment, go directly to the platform where it was published (Instagram, YouTube, TikTok, etc.) and remove it from there.
Read and unread status is not shared between Metricool and the social networks. Opening, acknowledging, or replying in a social network app does not update Metricool's Unread tab, and the reverse is also true.
To clear an item in Metricool, open the conversation in the Inbox: click it in the menu on the left so it opens on the right. Once you read it, it leaves Unread and appears in All. With Inbox edit access, you can also mark threads as read or unread.
To keep Unread accurate, manage messages and comments in one place—either Metricool or the social network—rather than splitting the same conversations across both.
No, Metricool does not support automatic replies or auto-reply templates. To speed up your work manually, you can use saved replies: reusable templates with text and tags that you can insert in seconds while typing. Learn how they work in Inbox: Saved replies.
At the moment, Metricool does not send push or email notifications when new messages or comments arrive in the Inbox. You need to check the Inbox manually from the web platform or the mobile app.
No, the Inbox does not include message assignment or user tagging. All collaborators see the same Inbox shared by brand. To coordinate internally, use the notes feature to leave private comments on each conversation.
It's not possible to reply to comments received on Facebook and Instagram ads from the Inbox (API limitation). For stories, you can only reply to direct replies that arrive as private messages, not to public interactions.
No, the Inbox works per brand. You must switch brands using the top selector to see messages for each one. There's no unified view that groups conversations from multiple brands.
Yes, you can manage messages and comments from the Metricool app. If you experience loading issues or missing messages, try logging out and back in, or reinstall the app.
It depends on the network, since the messaging permission isn't always separate from the rest:
On Facebook and Instagram, the private message permission appears as its own separate item, apart from comments, posts, or insights. To turn it off without losing the rest of the Inbox:
Go to Facebook Settings & privacy > Settings > Apps and websites at facebook.com/settings?tab=business_tools.
Find Metricool and open View and edit.
Turn off only:
Manage and access Page conversations in Messenger
Manage and access messages for the Instagram account
Leave the rest of the permissions on if you still want comments and other Inbox features to work.
On X (Twitter), permissions are granted as a single block when connecting the account — there's no way to allow the connection but deny only private messages. If you don't want Metricool to access them, the only option is not to connect the account.
This doesn't apply to TikTok, LinkedIn, Google Business Profile, or YouTube, since none of these integrations include private message access (see the network list above).
From your account's user management, you can assign each collaborator one of these Inbox permission levels:
Full access (Inbox): view and reply to conversations, mark them as resolved or read/unread, and manage notes
View-only (View inbox): see conversations and notes, without replying to messages or comments or creating, editing, or deleting notes
No access: they won't see the Inbox section at all
You can also create a custom role and choose which Inbox permissions it includes. Only the brand owner can create custom roles; brand managers can assign them after they exist.
We also recommend not sharing the account password, enabling two-step verification, and periodically reviewing active sessions from account settings to reinforce control over who can access messages.