The DMs inbox

The DMs inbox collects direct messages from your connected Instagram, Facebook, and WhatsApp accounts. Open it from Social Inbox > DMs. You need the View comments & DMs permission to see it, and Manage comments & DMs to reply or make changes.

Views

View	What it shows
Open	Every conversation that isn't archived or spam
Unread	Conversations you haven't read
Needs Reply	Conversations the AI flagged as needing an answer
Assigned to me	Conversations assigned to you
Archived	Conversations you archived
Spam	Conversations marked as spam

Search, filter, and sort

Use Search conversations at the top of the list. Click the filter button to narrow by Page, Assignee, or Smart label, and use the sort button to switch between Newest first and Oldest first. To keep a set of filters, click Save, name it, and it appears under Views in the sidebar.

Working on conversations

Hover a conversation to mark it read or unread, assign it, or archive it. Open it to use the same actions from the top bar, plus a Smart Label and Mark as spam. To act on several at once, tick their checkboxes.

Replying

Type in the box and click Send. You can also:

• Click the sparkles button to Generate AI response. See Generating AI replies.
• Attach one file up to 5 MB. Facebook and WhatsApp take an image, video, audio file, or document. Instagram takes an image, video, or audio file.
• When the customer wrote in another language, click Translate & send to translate your reply and send it in one step.

If an automation left a draft, the box is already filled in and marked AI draft. Edit and send it, or discard it from the chip.

A DM that started from a comment shows an In reply to a comment card. Click it to open that comment.

If a reply won't send

• The page needs reconnecting. Meta removed Brandwise's access, for example after an admin change. See Troubleshooting connections.
• Instagram limited the account. Instagram sometimes blocks an account from sending messages for a while, often after messages with links. Check Account status in the Instagram app's settings. Replies work again once the limit ends.
• Another app handles the conversation. If another tool or one of Meta's own automations is set to handle the page's messages, Meta sends them there and blocks replies from Brandwise. Turn off the other tool's automation, or make Brandwise the app that handles messages in your Meta conversation routing settings.

Link a Shopify customer

With a Shopify store connected, you can see a DM sender's orders:

1. Open the conversation and click More actions.
2. Choose Link to Shopify customer.
3. Search by order number, for example #1001, and pick the order.
4. Click Link customer.

A panel opens on the right with the customer's details, orders, and notes. For each order you can:

Action	When it shows
Cancel order	Unfulfilled orders
Update address	Unfulfilled orders
Refund	Paid orders. Choose Whole order, Some items, or An amount
Replacement	Paid orders. Ships the same items again at no charge

Cancelling and refunding need the Process Shopify refunds permission. To undo the link, click the unlink button in the panel.

Analytics

Analytics > Comments includes DMs answered by AI, and the team table shows DM replies and AI DMs per member.