yourang.ai Logo
Back to the platform
Documentation
Get started
  • What the platform is
  • First access
  • Platform overview
  • Quick glossary
Dashboard Assistant
  • What the dashboard assistant is
  • How to use it
  • What it can do
  • Safety and privacy
  • Plans and usage limits
Voice agent
  • Basic configuration
  • Voices and language
  • Instructions
  • Prompt tokens
  • Advanced settings
  • Evaluation criteria
  • Testing and playground
  • Updating instructions
  • External Tools
  • Built-in tools
  • MCP servers
Models offered
  • What models are and why they matter
  • Voice models
  • AI models
  • Choosing the right combination
Documents and knowledge base
  • What the knowledge base is
  • Uploading and managing documents
  • How search works during a call
  • Best practices
Calls
  • Call history
  • Transcripts and summaries
  • Audio recordings
  • Filters and search
  • Data export
Call transfers
  • When and why to transfer a call
  • Departments
  • System tools
  • AI after-hours
  • Routing rules
  • Operator app (iOS / Android)
WhatsApp
  • WhatsApp Business in yourang.ai
  • Real-time chat
  • Automations
  • Approved templates
  • WhatsApp contacts and lists
  • WhatsApp AI agents
Meta Agent
  • The Meta agent in yourang.ai
  • Prepare your Meta accounts
  • Connect Instagram and Facebook to yourang.ai
  • Create the Meta agent
  • Configure the agent
  • Direct messages
  • Comments and moderation
  • Meta agent tools
  • Inbox and takeover
  • Meta in workflows
  • Plans, interactions and limits
  • Troubleshooting
Actions and campaigns
  • What actions are
  • SMS campaigns
  • Email campaigns
  • Scheduling and batch sends
Reservations
  • Calendar view
  • Availability rules
  • Confirmations and reminders
  • Changes and cancellations
Contacts
  • Customer directory
  • CSV import
  • Lists and segments
  • Custom fields
Shop and catalogue
  • The shop in yourang.ai
  • Product and service catalogue
  • Order management
  • OCR and price-list import
Integrations
  • Connect Apple Calendar
  • Connect HubSpot
  • Integrations overview
  • Calendar
  • WhatsApp
  • Meta (Instagram and Facebook)
  • SMS and email
  • Business software and PMS
  • Outbound webhooks
Workflows
  • What workflows are
  • Nodes and blocks
  • Triggers and webhooks
  • Practical examples
Call center and dialer
  • What the yourang.ai call center does
  • Outbound campaigns
  • Human operators
  • Contact lists and live sync
  • Operator panel
External APIs and developers
  • yourang.ai for developers
  • API keys and authentication
  • Main endpoints
  • Incoming webhooks
Use cases
  • Hotels and accommodation
  • Restaurant
  • B&Bs and short-term rentals
  • Beauty center and spa
  • Travel agency
Pricing and plans
  • How pricing works
  • Subscription plans
  • Wallet and credits
  • Consumption and invoices
  • Changing, suspending, or cancelling the plan
Management
  • Account and organization
  • Billing and subscription
  • Team and roles
  • Security and privacy
  • Notifications
Business information
  • Business details
  • Location and address
  • Opening hours
  • AI assistant hours — moved
  • Departments and team
Resources
  • Frequently asked questions
  • Complete glossary
  • Support
Documentation›Meta Agent›Inbox and takeover

Meta Agent

Inbox and takeover

Monitor Instagram and Facebook messages and comments and take over a conversation when a person is needed.

The inbox is the single mailbox where the direct messages and comments from Instagram and Facebook handled by the agent come together. From here you follow the conversations and, whenever you want, answer instead of the agent.

The inbox view

Open “Inbox” from the left-hand menu. On the left there is the list of conversations with a bar to search them by name; in the centre the selected conversation with its full message history. Each conversation shows the platform (Instagram or Facebook) and whether it is currently handled by the AI or by a person.

Two channels: Messages and Comments

There are two tabs at the top of the list. “Messages” shows private conversations (DMs). “Comments” shows the comments under your posts: each entry carries the originating post, the author and an “Open post” link that takes you straight to the content on Instagram or Facebook. In the Comments tab the reply box writes a public comment, not a private message: the placeholder reminds you.

Filters and search

  • Platform filter. The “All”, “Facebook” and “Instagram” pills narrow the list down to a single channel.
  • Search by name. The search bar filters conversations by the person's name.
  • Interaction counter. Next to the tabs there's the pill with the remaining interactions: this is where they get spent, so this is where you watch it change.

Taking over and handing back to the AI

  • Take over. Press “Take over” to pause the automation and answer manually. Until you take over, the reply box stays read-only (see the “Take over to reply” button).
  • Write and send. After taking over, type in the reply field and press “Send”. The customer receives your message as if it came from the profile.
  • Hand back to the AI. When you're done, press “Hand back to AI”: the agent resumes replying automatically in that conversation.

Your replies consume interactions too

Every message sent from the inbox — written by the agent or by you after taking over — counts as one plan interaction.

Deleting a conversation

The bin icon removes the thread and its messages from your inbox. Nothing is deleted on Facebook or Instagram: the conversation still exists there, and a new message from the same person recreates the thread from scratch. Use it to tidy up, not to really delete something.

The 24-hour window

The 24-hour window

Meta only allows you to reply freely to a customer within 24 hours of their last message. Beyond that window free replies are no longer allowed without special rules: if you need to handle a chat manually, do it within 24 hours.

Check that everything works (final test)

Before considering the agent “live”, run this full test using a second account (for example a colleague's or your own personal profile).

  1. 1

    Send a test DM on Instagram

    From another account, send a message to your professional Instagram profile. The agent should reply within the delay you configured and the conversation should appear in the inbox.

  2. 2

    Send a test DM on Facebook

    Repeat by messaging your Facebook Page from Messenger.

  3. 3

    Try a comment

    Comment on one of your public posts with a question: the agent should reply publicly. If you try a rude comment, it should hide it (if you enabled moderation).

  4. 4

    Try another language

    Send a message in English: the reply must come back in English.

  5. 5

    Try taking over

    Open a conversation in the inbox, press “Take over”, send a manual reply and then “Hand back to AI”.

  6. 6

    If something doesn't work

    Go to the “Troubleshooting” page: it covers the most frequent cases in order of likelihood.

Was this page helpful?

PreviousMeta agent toolsNextMeta in workflows