---
title: "How to read and reply to direct messages"
summary: "Read a client's Instagram direct messages and Facebook Messenger conversations in Kredia, and reply with text within 24 hours of the person's last message."
url: https://kredia.io/help/en/inbox-and-comments/reply-to-direct-messages
lastVerified: 2026-10-24
---

# How to read and reply to direct messages

The **Messages** page shows each client's Instagram direct messages and Facebook Messenger conversations in one place. You can read a whole thread and reply with text, without opening the Instagram or Facebook app.

![The Messages page with the Instagram and Facebook tabs and the client picker](https://kredia.io/help/img/reply-to-direct-messages/1-en.webp)

## Before you start

- **The client's Instagram or Facebook account is connected** to Kredia. See [How to connect Instagram](https://kredia.io/help/en/clients-and-connections/connect-instagram) or [How to connect a Facebook Page](https://kredia.io/help/en/clients-and-connections/connect-facebook-page).
- **The connection allowed messaging.** When you (or the client) connected the account, every permission Kredia asked for was accepted.
- Messages covers **Instagram** and **Facebook Messenger** only. Other networks don't have an inbox in Kredia.

## Read and reply

1. Click **Messages** in the sidebar.
2. Choose **Instagram** or **Facebook** at the top of the left panel.
3. Pick the client in the **Select a customer** list. Their conversations load below it.
4. Click a conversation to open the thread on the right.
5. Type your reply in the box at the bottom. Press Enter to send, or Shift+Enter for a new line.

Your reply is sent from the client's account, exactly as if they had answered in the app.

## What can go wrong

- **"Cannot send" when you reply.** Instagram and Facebook let businesses reply only **within 24 hours** of the person's last message. After that, wait until they write again.
- **Replies are text only.** You can't send photos, voice notes or stickers from Kredia.
- **Some Instagram conversations are missing.** Meta limits how many message *requests* (from people the account doesn't follow back) outside tools can read. Accept the request in the Instagram app to move it to the main inbox.
- **"Couldn't load conversations".** Reconnect the account and accept the messaging permission. For Facebook, this can also happen when the Page belongs to a Meta Business portfolio and the person who connected it isn't assigned to the Page. Assign them to the Page in Meta Business settings, then reconnect Facebook. See [Account shows "Expired, reconnect"](https://kredia.io/help/en/troubleshooting-and-platform-limits/reconnect-an-expired-account).
- **The screen is in English.** The Messages page isn't translated yet, even when Kredia is set to Hebrew.

## See also

- [How to read and reply to comments](https://kredia.io/help/en/inbox-and-comments/reply-to-comments)
- [How to set up an Instagram comment auto-reply](https://kredia.io/help/en/inbox-and-comments/set-up-instagram-auto-reply)
- [How to connect, reconnect or disconnect a social account](https://kredia.io/help/en/clients-and-connections/connect-a-social-account)