Automation starts it. Your team closes it.
Every conversation your automations start lands in one shared inbox, with the automated exchange above it — and routing rules make sure the right person picks it up.
Everything a busy DM inbox needs
Assign
Give each conversation an owner, and filter the inbox to yours or the unassigned ones.
Round-robin
Hand new inbound conversations out evenly across the team.
Routing rules
Send conversations to the right team based on tags, labels, source and more.
Conversation limits
Cap how many open conversations each person holds at once.
Labels
Colour-coded labels like Hot, Wholesale or Refund — and filter by them.
Auto-close
Close conversations that have gone quiet for 3, 7, 14 or 30 days — or never.
Search
Find people by name or username, or by anything said in the conversation.
Open & closed
Close what’s done — it reopens by itself the next time they message. Or auto-close quiet ones.
Work every conversation properly
Everything you need without leaving the thread.
Notes
Leave notes for your team right in the thread. They’re never sent to the contact — and you can write one even outside the 24-hour window.
Remind me
Snooze a conversation for 30 minutes, 2 hours, until tomorrow or a time you pick. It comes back under Reminders — sooner if they message you.
Favorites
Star the conversations you’re keeping an eye on and find them in their own list.
Mark as unread
Put a conversation back in the unread count so it doesn’t slip.
System messages
Grey status lines for assignments, labels, reminders and pauses — including what auto-assignment and auto-close did. Hide them with one toggle.
Contact panel
Profile, Instagram link, labels, tags, custom fields and recent activity beside the thread.
Reactions & attachments
Emoji reactions and the attachments people send show up in the thread.
Quick replies
Up to 20 saved answers, one tap away in the ⚡ menu.
Talking to someone yourself? Pause the bots.
Pause automation for one person and no automation fires for them — not comments, keywords, story replies, the default reply, or a flow that was midway through. Resume whenever you’re done.
- Applies to one conversation, not the whole account
- Stops every trigger and any flow already running for that person
- Resuming doesn’t replay what was skipped while paused
- A system message in the thread marks when it was paused and resumed
Every conversation, to the right person
Put people in groups — Sales, Support, Tier 2 — and write rules that decide which group gets which conversation. Rules run in order and the first match wins; inside a group, the person with the fewest open conversations takes it.
- Rules use the same conditions as segments: tags, labels, source, custom fields, the automation that ran and more
- A rule with no conditions catches everything else — a handy last line
- Give each person a conversation limit; when a whole team is at its limit, the conversation waits in Unassigned instead of landing on the wrong desk
- 1Tag has “wholesale”→Sales
- 2Source is story→Support
- 3Label has “Refund”→Tier 2
- 4Everything else→Round-robin
Never type a reply that can’t be sent
Instagram only lets businesses message someone within 24 hours of their last message. The inbox shows when a conversation is outside that window, so nobody writes a reply that Instagram would refuse.
Team seats
Invite teammates by email — 1 seat on Free, 2 on Essential, 5 on Pro. Nobody needs the Instagram password.
Groups
Organise the team the way you actually split the work, then point rules at a group instead of a person.
Filters
Everyone, mine or unassigned; by label; open or closed; favorites and reminders.
Inbox questions
Do automated messages show up in the inbox?
Yes. Everything MuChat sent and everything the person sent sits in one thread, with automated messages marked ⚡ so you can tell them apart.
How does a conversation get assigned?
Three ways: by hand from the conversation header, round-robin across the team, or routing rules that send it to a group — where the least busy person gets it. Conversations that already have an owner keep it.
What happens when everyone is at their conversation limit?
Nobody gets overloaded: the conversation waits in Unassigned for someone to pick up, instead of being pushed onto a person who’s already full.
How many people can use the inbox?
Free has 1 seat, Essential 2 and Pro 5. Invite teammates from Settings → Team members.
Can I stop automations while I talk to someone?
Yes — pause automation for that conversation. While it’s paused, no automation fires for that person, including any flow that was already running. Resuming doesn’t replay what was skipped.
Can the contact see our notes?
No. Notes stay inside MuChat for your team; they’re never sent to Instagram.
Can I still reply from the Instagram app?
Yes. MuChat doesn’t take anything away from Instagram’s own inbox; it adds a shared one for your team.
Give every DM an owner
Set up your first automation in the time it takes to write one reply by hand.