---
title: Replying to Facebook and Instagram Messages in Engage
description: Reply to Facebook Messenger and Instagram DMs from the Engage inbox — including who you are replying as and platform reply windows.
---

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# Replying to Facebook and Instagram Messages in Engage

## Reply to DMs from the Engage inbox — including who you are replying as and platform reply windows.

Facebook and Instagram conversations sit in the same inbox as everything else — this article covers the specifics of replying to them.

**Where They Appear**

The sidebar shows **Facebook** and **Instagram** channels with their conversation counts. Instagram conversations show the sender’s IG handle; Facebook conversations show the sender’s Messenger name.

**Replying**

Open the conversation and type in the composer. On Instagram threads, the composer’s **FROM** line shows the clinic account you are replying as — so a team member never accidentally replies from a personal account. Templates, variables and AI draft work here like on any channel.

![An Instagram conversation in Engage — the composer’s FROM line shows the clinic’s Instagram account.](https://support.pabau.com/hubfs/engage-kb-v2/g-create-lead-client.png)

**Platform Reply Rules**

Meta applies reply windows to business messaging — reply promptly and the window never bites. If a very old thread will not accept a reply, that is the platform’s window, not an Engage error; the client’s next message reopens it.

**From DM to Client Record**

Social senders often are not linked to a record yet. Use **Link patient** for existing clients, or **Create new** to turn an enquiry into a lead — their name is prefilled from the conversation. See our [How to Create a Lead or Client from a Conversation in Engage](https://support.pabau.com/en/pabau2/how-to-create-a-lead-or-client-from-engage?hsLang=en) article.

**TIP:** Ad enquiries deserve speed: create a view filtered to Facebook and Instagram with "waiting on a reply" so paid leads never go cold — see our **How to Create Views in Engage** article.

---

 

**Related Articles**

We suggest reading our [Facebook and Instagram Troubleshooting in Engage](https://support.pabau.com/en/pabau2/facebook-and-instagram-troubleshooting-in-engage?hsLang=en) article if messages stop flowing.

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