> For the complete documentation index, see [llms.txt](https://help.meetmadison.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.meetmadison.ai/messages-and-customers/messages.md).

# Messages

The **Messages** inbox brings your **Facebook and Instagram** direct messages into one place, so you never miss a question or leave someone waiting, and Madison **drafts replies for you** to make answering quick.

{% hint style="info" %}
Messages is available on **Premium** and **Ultimate**. You'll see it in your menu on any plan, but if your plan doesn't include it, opening it shows an upgrade prompt. See [Settings → Plan & Billing](/settings/billing.md) to upgrade, or contact us at <support@meetmadison.ai>.
{% endhint %}

## Reply to a message

{% stepper %}
{% step %}

#### Open Messages

Select **Messages** from the left-hand menu to see your conversations. Madison flags **urgent** conversations that need prompt attention, and you can filter to those still awaiting a reply.
{% endstep %}

{% step %}

#### Choose a conversation

Select a customer to see the full message history, and the draft reply waiting for you.
{% endstep %}

{% step %}

#### Send your reply

Use the draft as-is or edit it, then send. Your reply goes back to the customer on the channel they messaged you from.
{% endstep %}
{% endstepper %}

You can also **mute** a conversation to tuck it away, or **delete** one to hide it from your inbox.

{% hint style="info" %}
Social platforms only allow replies for a limited time, usually within **7 days** of the customer's last message, so it pays to respond promptly.
{% endhint %}

{% hint style="success" %}
Turn on notifications so you know the moment a new message arrives. See [Settings → Notifications](/settings/notifications.md).
{% endhint %}


---

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