> For the complete documentation index, see [llms.txt](https://themochi-app.gitbook.io/documentation/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://themochi-app.gitbook.io/documentation/module-3-inbox-and-messaging/the-inbox.md).

# The Inbox

## The Inbox

**What it is** — The Inbox is where your team reads and replies to every Instagram DM conversation with your leads, all in one place. Each conversation is a single thread tied to one lead. When you send a reply from Mochi, it goes out as a real Instagram DM from your connected account — Mochi isn't a separate messaging system layered on top.

**Who can use it** — Everyone on the team opens the Inbox, but what you see depends on your role. Creators, Managers, and Setters see every conversation in the organization. Closers see only the conversations for leads assigned to them. Available on both Web and iOS. Ghost mode (below) is limited to Creators and Managers.

**Before you start** — Your Instagram account needs to be connected (`Settings > Socials`) before any conversations appear here.

### How to use it

**Web:** `Sidebar > Inbox` **iOS:** `Bottom tab bar > Inbox`

1. Open the Inbox to see a list of conversations, newest activity first.
2. Use the filter tabs to narrow the list to what you need to work next.
3. Tap or click a conversation to open the thread.
4. Type your reply in the composer and send it. Mochi delivers it as a real Instagram DM.

### Filter tabs

Web and iOS show different tabs, so build your workflow around whichever platform you're on.

* **Web:** All, Priority, Needs Human, Unread, Archive, plus any custom categories set up for your inbox (see Tags & inbox categories).
* **iOS:** All, Unread, Todo, Archive.

A conversation counts as **Unread** when a lead has messaged and no one has replied yet, or when someone manually marks it unread.

### Shared read status

Opening a conversation marks it read for the whole team, not just you. That's intentional — it stops two teammates from replying to the same lead at the same time. If you've read something but still need to act on it, mark it unread again rather than counting on it looking untouched.

### Ghost mode (read without marking read)

Ghost mode — sometimes called incognito mode — is the exception to shared read status. It lets a Creator or Manager open and read a conversation without marking it read for the lead or for the assigned setter, so you can check in on a conversation without tipping anyone off. It's built as a QA and oversight tool, not part of the everyday setting workflow.

Look for the ghost/incognito toggle in the conversation view and switch it on before you open the thread — it turns purple when it's active. Turn it off again to go back to normal reading.

* **Who can use it:** Creators and Managers only.
* Use it to spot-check how a setter is handling a specific lead, review tone and accuracy, or catch a problem early — all without changing what the setter or the lead sees.
* Confirmed on web. iOS availability isn't confirmed yet — if you don't see the toggle in the app, use web for QA checks in the meantime.

### Sending replies and the reply window

Instagram, not Mochi, controls when you can send a DM. You can generally reply within 24 hours of the lead's last DM to you (a small subset of organizations get a 7-day extension, and only for manual replies). If a reply won't send, you're most likely outside that window — the lead needs to message you again to reopen it. See *The 24-hour reply window (and the 7-day extension)* in Module 01 — Getting Started for the full rules.

### Conversation AI summary

Mochi can generate an AI summary of a conversation — the key discussion points and suggested next steps — so you can catch up without reading the whole thread.

* **Web:** the summary appears alongside the conversation.
* **iOS:** open it from the lead profile (tap the lead's name, then the summary card).

The AI summary requires AI access to be enabled for your organization. For the fuller per-lead breakdown (pain points, desires, quotes, red flags), see Lead profiles & timeline.

### Tips

* Work the **Priority** or **Needs Human** tab first if either is enabled for your org — that's usually where leads genuinely waiting on you collect.
* If a lead seems to have vanished from your inbox, check assignment before assuming something broke — Closers only see their own assigned leads.
* Reply promptly once you've opened a thread. Because read status is shared, a teammate can't tell from "unread" alone whether you've already seen it.
* Know when to step outside Mochi onto native Instagram: cold first-touch outreach, a conversation whose 24-hour window has already closed, or a follow-up with someone who isn't in Mochi yet. Revive or send there, then come straight back — a conversation only shows up in your pipeline and reporting if it runs through Mochi.

### Common mistakes & fixes

| Mistake                                                                | Fix                                                                                                                                             |
| ---------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------- |
| Reply won't send                                                       | You're likely past the 24-hour window. Wait for the lead to message again, or reply in the comment thread if their last activity was a comment. |
| Two people almost double-reply to the same lead                        | Read status is shared — opening a thread marks it read for everyone, even before you've answered. Reply promptly or leave a team note.          |
| A lead you expect to see is missing                                    | Check assignment. Closers only see their own leads; Setters/Managers/Creators see everything, so check your filters.                            |
| AI summary not showing                                                 | AI access isn't enabled for your organization yet.                                                                                              |
| Wanted to check a conversation without alerting the setter or the lead | Turn on ghost mode first. A normal open marks the conversation read for everyone.                                                               |

### Limits & good to know

* Closers only ever see conversations for leads assigned to them — this is by design.
* Unread status is shared across the whole team, not personal to you.
* Sending is always blocked outside Instagram's reply window; there's no override inside Mochi.
* The AI summary needs AI enabled for your org — if you don't see it, that's why.
* Ghost mode is limited to Creators and Managers — it's an oversight tool, not part of the standard setter/closer workflow.

**Related:**

* Lead profiles & timeline
* Tags & inbox categories
* AI reply suggestions
* *The 24-hour reply window (and the 7-day extension)* (Module 01)