Inbox and comments
Updated 2026-10-15
In CustomIQ the Inbox gathers the conversations of your connected channels and the Comments page shows the comments on your social posts with AI-suggested replies. Open Inbox to read and answer, enter Comments to moderate and reply, and use Inbox settings to enable channels and the AI response mode.
Video tutorial
What is the CustomIQ Inbox?
It is where the conversations of your connected channels come together and, in Comments, the comments on your social posts. Each conversation shows its source platform and a composer to reply.
What do I do from the dashboard?
Open Inbox and choose a conversation from the list to read it and reply from the composer. For the comments on your posts enter Comments, where you can answer them with AI help.
In Inbox settings you enable the channels you want to attend and choose the AI response mode for your brand.
Can I manage it in the chat?
No: the inbox is handled from the dashboard. The IQ chat is for creating campaigns and content, not for answering your customers.
What do I need first?
At least one channel connected in Connections (Instagram, Facebook, WhatsApp or another that supports messages) and, if you want AI help, your brand configuration in Inbox settings.
What does it cost?
Reading and replying yourself does not spend credits. Each reply the AI writes, sent on its own or left as a draft, uses 1 credit; replies from your keyword templates are free. Without credits the AI does not reply and the message waits for you.
Steps
- Open the Inbox. Go to Inbox; you see the conversation list with each one's channel.
- Answer a conversation. Open the conversation and type the reply in the composer; you can pick a template if one exists.
- Moderate comments. Enter Comments to see the comments on your posts and reply to them.
- Adjust the AI and channels. In Inbox settings enable the channels and choose the AI response mode for your brand.
Frequently asked questions
- Which channels appear in the Inbox?
- The ones connected in your account; each conversation shows a badge with its platform.
- Does the AI reply on its own?
- It depends on the response mode you choose in Inbox settings; you can review each reply before sending it.
- Can I use WhatsApp templates from the inbox?
- Yes, the composer lets you pick a template when the channel is WhatsApp and templates exist.
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