# How do I see every customer message from Instagram and my website in one inbox?

One inbox for website chat, Instagram, WhatsApp and Telegram, answered from what you taught it, with what needs you shown with its reason.

Published: 2026-10-12  
Canonical: https://felesh.ai/blog/how-do-i-see-every-customer-message-from-instagram-and-my-website-in-one-inbox

## Why checking each place goes wrong

Short answer: Felesh brings website chat, Instagram, WhatsApp and Telegram messages into one inbox, and shows what needs you with the reason.

Your website chat runs in one place, Instagram in another app, and WhatsApp and Telegram sit on your phone as separate icons. To keep up, you open each one in turn.

A message can sit unseen for hours. It is not that you are careless; you have no single place to look. When the shop is busy, the website chat stays open on the computer while the phone buzzes with a new Instagram message. By the time you look, they have moved on, and you find out at closing time.

The same person may write in two places. They ask a question on the website chat, get no quick reply, and write again on Instagram. Now you have two conversations with one person and no clear record of what was said where. You answer the second and miss the first, and the customer thinks you are ignoring them.

A different routine helps more than trying harder. The messages need somewhere to land.

## What one inbox has to do

What you want is a list you can open once. It should show what needs a reply and what is already dealt with. Scanning it should take a few seconds, not a tour through four apps.

For each conversation, the list needs the basics: who wrote, which channel it came in on, and what they asked. If a customer asked about an order on WhatsApp, you should not have to open WhatsApp to remember the question.

## Putting the channels in one place

Customers do not change how they reach you. Someone on Instagram writes from Instagram, and someone on WhatsApp writes from WhatsApp. You are not asking anyone to move.

Felesh gathers these four places into one inbox. The inbox has views, Mine, Awaiting you and Unassigned, and you can assign a conversation to a person or a team you set up in Settings.

What Felesh cannot answer goes to Needs you, with the reason. In the morning you open one list and read the part that needs you.

## Answers that come from what you taught it

Someone writes at nine in the evening with a simple question. Felesh answers from [what you teach it](/features#knowledge-base): your prices, hours, policies and documents, written in your own words or taken from your documents. It answers from what you gave it, and nothing else.

The practical consequence is that what you teach it is what it can say. If your returns policy is not written down anywhere Felesh can read, a question about returns goes to Needs you instead of getting a guess. Adding the answer once means Felesh can answer it the next time.

## What needs you arrives with its reason

A customer asks whether you can change an order that has already been paid for. You need to see that order, decide what is possible, and write a careful answer. When a question goes beyond what Felesh was taught, the conversation moves to Needs you, [handed over with the reason](/features#handoff) shown.

Nobody is notified. You open that list yourself, after lunch and again before closing, and the reason sits with each conversation so you know why it is there.

Once you join a conversation, Felesh stays out of it. You write the next reply yourself.

## If your phone is still enough

If you get a handful of customer messages a day, and they all come through one channel, checking by hand costs you nothing. Your phone is already with you. Keep that routine.

One inbox earns its place when messages start arriving in several places on the same day: the website chat, Instagram, WhatsApp after closing time. Then the separate checks turn into a second job. You are not failing at discipline. You have outgrown a routine that used to fit.

## Open the inbox when you are ready

When the checking starts to cost you messages, bring the channels together. Open the inbox to see how website chat, Instagram, WhatsApp and Telegram arrive in one list.