XReply: one inbox for your store’s Messenger and Instagram

The inbox

• Conversations from every connected Page and account in one list, filtered by Page, by type, or by unread.
• Reply to customers straight from the dashboard with text, an image, a file, or a voice message.
• The customer’s name and picture as Meta provides them, and their latest orders in your store matched by phone number.
• Saved replies your team inserts into a conversation with a short shortcut.
• Working hours, and one automatic away message for people who write outside them.
• Ready-made reply rules: a welcome message on first contact, and replies to words you choose, such as “price” or “delivery”.

Comments on your posts

• Comments on the posts of your connected Facebook Page and Instagram account appear in their own section of XReply.
• Reply to a comment publicly, or send the commenter one private message within the seven days Meta allows.
• Hide spam comments or show them again, and like a comment on Facebook.

Working as a team

• Assign a conversation to a member of your store team, and filter the unassigned ones.
• Internal notes on a conversation that the customer never sees.
• Labels to organise conversations and come back to them.

How does a store connect its accounts?

1. The merchant enables the XReply app from Apps in the XOrders dashboard.
2. They click “Connect a Facebook Page”, which opens the Facebook login window (Facebook Login for Business), or “Connect an Instagram account”, which opens the Instagram login window.
3. In that window the merchant chooses which Pages or account to connect and approves the requested permissions.
4. New messages start arriving in the inbox. Any Page or account can be disconnected at any time from the app.

Data and privacy

• We request only the permissions the inbox needs, and we read nothing outside the Page or account the merchant chose.
• We post or send on the store’s behalf only when the merchant or their team chooses to reply, hide, or like from the inbox.
• The access tokens Meta issues are stored encrypted and never appear in logs or API responses.
• The merchant can disconnect any Page or account at any time; we unsubscribe our app from it and delete the stored access token.
• When Meta sends us a data deletion request, we delete that person’s data and give them a confirmation code and a page to check the status of the request.
• We do not sell message data and we do not use it for advertising.

Full details in the XReply section of our Privacy Policy

WhatsApp

Who makes XReply?

XReply is part of XOrders, an e-commerce platform developed and operated by Digiful LLC. Contact: [email protected].