Inbox Triage Agent

Updated October 18, 2026

Inbox Triage is the agent that sorts and answers what comes in: every new direct message classified, drafted, and routed, with a person approving every reply.

What it does

For each new direct message in a client’s unified inbox (Facebook, Instagram and X), the agent does three things automatically:

  1. Classifies it. Messages are sorted by intent (question, support, pricing, lead, complaint, spam or other) and given an urgency level.
  2. Drafts a reply. Messages worth answering get an on-brand draft reply, ready for a human to review and send.
  3. Routes it. Leads go to the agency owner, complaints and urgent messages are escalated to them too, with the draft ready, and spam is silenced. Low-priority chatter is left alone.

The result: faster responses, and leads that never slip because nobody noticed the DM.

How it proposes and escalates

The agent drafts only: a human reviews and sends every reply. That’s the inbox version of the propose-and-confirm rule every agent follows.

Routing is where escalation lives: leads are pushed to the agency owner so a sales conversation starts with a person, not a queue, and complaints are escalated rather than answered on autopilot.

Settings

You switch Inbox Triage on or off for each client. While it is on, drafts wait in the agent’s review queue, where someone on your team approves and sends each one or discards it. There is no setting that sends replies automatically, so every reply stays human-sent.

Guardrails

  • Drafts only. Nothing is sent until a human sends it.
  • Escalation paths are built in. Complaints don’t get a cheerful template. They get escalated.
  • Metered and visible. Like every agent, its usage appears in the per-agent and per-client credit breakdowns in AI Credits and Budget Guardrails.

What it won’t do

  • It won’t send replies on its own. Every reply needs a person to approve it.
  • It won’t handle a complaint on its own. Complaints are escalated to your team.
  • It won’t let leads sit. Lead-classified messages are routed to the agency owner rather than waiting in a shared queue.