Answer a Meta conversation

Summary

The Meta console is where your team reads and answers Messenger and Instagram direct messages. Select Conversations in the left sidebar of the KonversAI console, then select Meta. The list on the left carries the heading Meta. Select a row to open the thread in the middle pane. When Require human review before send is on for that connection, the assistant writes a reply and parks it as a draft with the badge Pending review. A person reads the draft, edits it, and selects Send. When human review is off, KonversAI sends the assistant reply automatically.

Who can do this

Any team member whose role includes the View conversations permission can open Conversations > Meta in the KonversAI console and read a thread. To send a reply or save a draft, your role also needs the Modify conversations permission. A Tenant Admin has both permissions. The Draft reply editor, with its Send and Save draft buttons, appears inside a thread that holds a reply waiting for review.

Before you start

Conversations > Meta appears in the left sidebar only after Meta is set up for this tenant: a Facebook Page (and optionally Instagram) must be connected, enabled, and showing Webhook: subscribed. Until then, open Set up the Meta channel under Settings > Entry-points > Meta. Without that connection, no Messenger or Instagram message arrives. This page covers only the reading and the answering.

Know Meta’s reply window. KonversAI can send a normal reply for 24 hours after the customer’s last message. Outside that window, a send from the console can fail. Ask the customer to write again, then reply inside the new window.

Know that Meta conversations are text DMs. Images, stickers, audio, video and other attachments without text show as an unsupported-media marker in the thread. Reactions do not open a reply. The assistant does not draft an answer for attachment-only messages.

Steps

1. Select Conversations in the left sidebar of the KonversAI console, then select Meta. The list on the left opens with the heading Meta. On a wide screen the console can open the newest thread by itself. An empty list shows No Meta conversations yet.
2. Find the thread. Type in the search box above the list. The list updates as you type. Select Filters to filter the list. Select Show more at the end of the list for the next page.
3. Read the badge on each row. Pending review means a draft waits for a person. Sending… means KonversAI is delivering the reply. Sent means the customer has the reply. Awaiting reply means the last message is the customer’s and no outbound draft is waiting. Draft in process… means the assistant is writing right now.
4. Select the row. The thread opens in the middle pane. The heading shows the customer’s Meta display name, or Messenger user / Instagram user when no name is on file. A thread with no messages shows No messages on this conversation yet.
5. Read the draft when human review is on. A thread with a reply waiting for review holds a card with the title Draft reply, and the text box shows the placeholder Edit the draft reply before sending… Edit the text as much as you want.
6. Select Send to deliver the reply on Messenger or Instagram. KonversAI shows Sent successfully. at the top of the thread. KonversAI refuses an empty reply with Message body cannot be empty.
7. Select Save draft instead to keep your edit without sending. KonversAI shows Draft saved. The thread stays in Pending review.
8. Select Generate draft when you want the assistant to write a new draft. KonversAI replaces the text in Draft reply when regeneration finishes.
9. Read the panel on the right for conversation details. The panel can show Platform, Connected asset, and Meta inbox. Select Open in Meta Business Inbox to open the same thread in Meta’s own inbox in a new tab. On a phone, select Details above the thread to open the same panel.
10. Select Delete conversation at the top right of the thread only when you want the thread gone from KonversAI. A window opens with the title Delete this conversation? and the warning This permanently removes the conversation and all of its messages and related data. This cannot be undone. Select Delete permanently to confirm, or Cancel to keep the thread. Deleting here does not delete the customer’s copy in Messenger or Instagram.

FAQ

Does the assistant send Meta replies by itself?

It depends on the connection setting. Open Settings > Entry-points > Meta in the KonversAI console. When Require human review before send is unchecked, KonversAI sends the assistant reply automatically after each inbound DM. When the box is checked, every AI reply parks under Conversations > Meta with the badge Pending review, and a person must select Send. New Meta connections start with automatic send.

Why did the assistant write no draft for a DM that arrived?

Open the thread under Conversations > Meta in the KonversAI console. Attachment-only messages (image, sticker, audio, video and similar, with no text) show an unsupported-media marker such as [Unsupported media: image]. KonversAI does not run the assistant on those messages. Reactions are ignored and do not create a draft. Ask the customer to send a text message, then reply from the console or wait for automatic send if human review is off.

Why did Send fail after the customer went quiet?

Meta allows a normal Page or Instagram reply for 24 hours after the customer’s last message. After that window, KonversAI cannot deliver a standard reply. If you select Send under Conversations > Meta, the send fails and your text stays in Draft reply. If automatic send is on, KonversAI parks the assistant reply as Pending review instead of delivering it. Ask the customer to write again. When a new inbound message arrives, the window reopens and you can select Send again.

Can I edit the assistant’s draft before it goes out?

Yes, when human review is on. Open the thread under Conversations > Meta in the KonversAI console. The draft sits in a card titled Draft reply, with the placeholder Edit the draft reply before sending… Change any word you want, then select Send. You can also select Save draft to keep the edit without sending, or Generate draft for a new assistant draft.

Does Meta give KonversAI the customer’s email or phone?

No. Messenger and Instagram Direct do not provide the customer’s email address or phone number to KonversAI. The console can show a Meta display name or username for the thread. Verified email or phone in KonversAI only appears when the customer confirms one inside a conversation through KonversAI’s own verification flow. See Set up the Meta channel for what connecting Meta stores.

I selected Send and got “Failed to send.” What now?

Failed to send. on a thread under Conversations > Meta in the KonversAI console means the send did not complete. Check three things. First, confirm your role includes the Modify conversations permission. Second, open Settings > Entry-points > Meta and confirm the connection is enabled and the webhook pill reads Webhook: subscribed. If it reads Webhook: not subscribed — reconnect, select Reconnect. Third, confirm the customer messaged within the last 24 hours. Your text stays in the box. Select Send again after you fix the cause.

What is the difference between the Meta screen and the Chat screen?

Both sit under Conversations in the left sidebar of the KonversAI console, and both use the same three-pane layout. Meta holds Messenger and Instagram direct messages. Chat holds conversations from the website widget. Set-up for Meta stays on the Meta tab under Settings > Entry-points. Read Take over a conversation from the assistant for the chat side.

A colleague already answered. Why does the thread still say Pending review?

The list badge under Conversations > Meta follows the newest message in the thread. A customer reply that arrives after the draft can change the row to Awaiting reply. The Draft reply card stays until somebody selects Send or the draft is replaced. A colleague who selected Save draft left the reply in Pending review on purpose, because Save draft stores the text and sends nothing. Open the thread, read the text, and select Send to finish.