Brandwise provides a unified inbox for managing all customer interactions across multiple channels:
Comments — Facebook, Instagram, TikTok, and YouTube post comments
DMs — Instagram, Facebook, and TikTok direct messages
Email — connected email inboxes (setup guide)
Live Chat — website chat widget conversations
Each channel has its own tab in the inbox. You can filter by Smart Label, status, platform, and assignee across all channels.
Comment Statuses
Comment statuses update in real-time based on what happens in Brandwise and on the social platform.
Deleted — The comment has been removed from public view (by you, the commenter, or the platform).
Replied — A reply has been sent (by you, a team member, or an automation). Updates automatically even if the reply was made outside Brandwise.
Live — The comment is publicly visible and passed AI moderation (no action required).
Needs Reply — The AI has determined this comment requires a response. Remains flagged until replied to or manually resolved.
Hidden — The comment has been hidden from public view by AI moderation, a keyword blacklist, an automation rule, or manual action. Hidden comments are still visible to the commenter and their friends.
Assigned — The comment has been assigned to a specific team member for follow-up. Use assignments to route conversations to the right person.
Inbox Filtering
The filter panel on the left side of your inbox lets you quickly sort by:
Status (live, needs reply, hidden, replied, deleted)
Smart Labels (filter by specific label)
Platform (Facebook, Instagram, TikTok, YouTube)
Post type (organic, ads, stories, reels)
Assignee (assigned to me, unassigned, specific team member)