Social Desk

Instagram and Facebook comments and DMs in one inbox

Q: Which accounts can be connected?

A Facebook Page and a Professional Instagram account (Business or Creator) linked to that page. Personal profiles are not supported by the Meta API.

Q: Do agents need access to the company Instagram account?

No. Agents work only inside SMSBAT Omni with their own logins. The Instagram and Facebook credentials stay with the owner.

Q: Can we answer comments publicly and privately at the same time?

Yes. From one comment card you can post a public reply, send a private message to the author, or set an automatic rule that does both.

Q: Does the AI operator work in comments?

The AI operator answers Direct and Messenger conversations and can send the first public reply to comments by keyword rules. Complex cases go to an agent with the full history.

Q: How much does Social Desk cost?

Connecting Instagram and Facebook to the inbox is included in the SMSBAT Omni plan. The AI operator is billed separately, and the first 14 days or 100 dialogues are free.

Every comment, Direct message and Messenger chat lands in one queue for your team

SMSBAT Social Desk collects Instagram comments, Instagram Direct, Facebook Page comments and Messenger into one shared inbox. Agents reply publicly or in private, dialogues are assigned automatically, and the AI operator answers first while the team is busy.

Connect Instagram and Facebook See the AI operator

4 sources

Instagram comments, Instagram Direct, Facebook comments, Messenger

1 inbox

One queue for the whole team, no switching between apps

< 2s

First answer from the AI operator while agents are busy

0 missed

Every comment and message gets a status and an owner

Live preview

One inbox for four sources

Comments and messages arrive from Instagram and Facebook and line up in one queue with an owner and a status.

instagram

Comment

facebook

Messenger

instagram

Direct

facebook

Comment

Social Desk inbox

AllInstagramFacebookUnassigned

olena.kCommentNew
Is the beige one still available in size M?
AI operator · 1.6s Yes, size M is in stock. Shall I reserve it for you?
Andrii PetrenkoMessengerNew
Hi, can I pick up the order today?
O Assigned to: Olena
marta_designDirectNew
How much is delivery to Lviv?
waiting 12s
Iryna S.CommentNew
Great post! Do you ship abroad?
waiting 12s

Who Social Desk is for

Any business where sales and support happen in comments and Direct, and one phone with the Instagram app is no longer enough.

Online stores and brands

Questions about price, size and availability under posts and in Direct get answered before the customer leaves.

Marketing teams

Comments under ads and Reels turn into private conversations and leads instead of unanswered threads.

Support teams

Several agents work in one queue with assignment and history, not in one shared phone.

Agencies and SMM

Manage several client pages from one panel with separate queues and access rights.

Clinics, beauty and services

Bookings that start with a comment finish in Direct with a confirmed time.

Real estate, auto, education

Long sales cycles where a lost comment is a lost deal.

What you get in one panel

Social Desk is part of SMSBAT Omni: the same inbox, agents and AI operator that already serve Viber, WhatsApp and the website widget.

One queue for comments and messages

Instagram comments, Direct, Facebook comments and Messenger appear in one list with channel labels, filters and search.

Public reply or private message

Answer a comment publicly, send a private message to the author, or do both from the same card.

Assignment and team roles

Dialogues are assigned by rules or manually. Everyone sees who is handling what and how long a customer has waited.

AI operator answers first

The AI operator replies from your knowledge base within 2 seconds and hands the dialogue to a person when needed.

Spam and moderation rules

Hide comments with links or banned words, auto-like and reply to positive ones, escalate complaints to a manager.

Reports per channel and agent

Response time, resolved dialogues and load per agent for Instagram and Facebook separately or together.

How to connect

Both networks connect through the official Meta API. No passwords are stored and no third-party apps are installed on the phone.

Sign in to SMSBAT Omni

Create a free account and open the Channels section.

Connect the Facebook Page

Authorize with Meta and choose the pages you manage.

Connect Instagram

A Professional Instagram account linked to the page appears in the same step.

Set rules and invite the team

Choose who receives comments, who receives Direct, and where the AI operator answers first.

Choose a network or go all in

Social Desk questions

Which accounts can be connected?

Do agents need access to the company Instagram account?

Can we answer comments publicly and privately at the same time?

Does the AI operator work in comments?

How much does Social Desk cost?

Stop losing customers in comments

Connect Instagram and Facebook to one inbox today and let the AI operator answer first.

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