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AskenlyDocumentation
Platform guide

Inbox & Leads

Every conversation from your connected channels lands in one inbox, and the people you talk to are saved as leads. Most chats are handled by automations; the ones that need you move to Assigned with the reason.

Reply to a handed-off chat

  1. Open Inbox

    Assigned chats are unread and show why they were handed to you.

  2. Read the history

    The full conversation and the contact’s details are on the same screen.

  3. Write a reply, or press Suggested reply

    An AI draft fills the composer, written from your Business profile, hours, services and FAQ answers. Edit it as you like.

  4. Send

    Your reply goes out from your Instagram account. Automations stay paused for this person for 24 hours.

Why a chat is handed to you

  • The person asked for a human.
  • A question had no saved FAQ answer and hand-off is on for that FAQ automation.
  • A booking request needs a person.
  • The follow check didn’t confirm a follow after two asks.

Hand-off emails

Workspace owners and admins get an email when a chat is handed off, at most once per chat every 30 minutes. The bell in the app shows open hand-offs live. You can change notification settings in Settings → Notifications.

Inbox questions

Do I need to resume automations after replying?

No. The 24-hour pause ends on its own.

Why is Suggested reply missing?

It appears on handed-off chats when AI replies are available for your workspace and you have drafts left for the day.

Contacts and leads

Everyone who messages you is saved in Contacts with their Instagram handle and the full conversation. Emails captured in the DM are added to the person. Add tags, and use filters to find people by tag or lead stage.

Keep hand-offs useful

  • Turn hand-off on in your FAQ automation so unanswered questions reach you.
  • Reply within the 24-hour pause so the conversation stays with a person.

The 24-hour pause

After a hand-off, and after any reply you send by hand, automations pause for that person for 24 hours. This keeps automated messages out of a conversation a person is handling. The pause ends on its own, and the contact keeps its full history.