Inbox
One queue for every DM and comment across every connected Instagram, Meta, and TikTok account.
The Scrollmark Inbox is where your community lives. Every DM, every comment, every mention from every connected account lands in a single view — triaged by priority, filterable to the edge, and backed by AI reply suggestions that learn your voice.
Most teams live in the Unified Inbox. It's the cross-platform view that merges Instagram, Meta, and TikTok into one list. The classic per-platform Inbox still exists and has its own Reviews tab for approving AI-drafted replies on Instagram.
The two tabs
Priority
Conversations escalated to human review and anything flagged as urgent. Start your day here.
All messages
Every conversation across every connected account, including the priority ones.
Priority levels come straight from how a conversation was flagged:
| Level | How you'll know |
|---|---|
| Very High | Text alert on your phone |
| High | Email notification |
| Default | On-platform notification |
| Low / Very Low | No notification — shows up in All messages |
What's in this section
AI replies
Suggested drafts, the Reviews approval queue, and how to keep the model on-brand.
Filters & views
Tags, accounts, engagement type, conversation state, and the Review only toggle.
How a conversation moves through the inbox
Conversations don't have tickets or statuses the way a helpdesk does. Instead, each one is in one of three states that Scrollmark tracks automatically:
- Ready — waiting for a human. This is the default.
- In Human Conversation — someone on your team is actively replying.
- In Journey — a Scrollmark automation is handling it right now.
You can filter on any combination of these from the state pill in the filter bar. See Filters & views.
The four things you'll do most
Open Priority and work top-down
The Priority tab surfaces anything flagged for human attention. Reply, archive, or snooze — then move to the next one.
Let AI draft your reply
When the last message is from a follower, Scrollmark shows up to three draft replies above the compose box. Click one to drop it into the textarea. Edit before sending.
Archive with E
Hover over a conversation in the list and press E. It moves to Archived Chats — you keep getting notifications, you just clear the main queue.
Snooze what can wait
Use the list-item menu to snooze for 1 hour, 8 hours, 1 week, or Always. Snoozed conversations stop pinging you and come back on schedule.
Archive vs. Snooze
Archive hides a chat but still notifies you if a new message arrives. Snooze mutes notifications for the chosen window and moves the chat to the Snoozed folder. Snoozed chats automatically return to the main inbox when the timer ends.
Before you start
- At least one Instagram, Meta, or TikTok account connected in Social Accounts
- The welcome walkthrough — click the question-mark button in the inbox top-right to replay it
- A plan for who on your team is watching what — Scrollmark doesn't enforce per-conversation assignment today, so most teams use account filters and tags as their lanes