Client inbox
Every WhatsApp, Instagram and Messenger conversation in one shared thread — direct messages and comments on your own posts — so you can see what needs a reply, answer it, and tie it to the client.
Open Inbox in the sidebar. Everything a customer sends your connected channels — WhatsApp, Instagram and Messenger — lands in one shared list, so your whole front desk works from the same place instead of juggling three phones.
A channel starts feeding the inbox once you connect it under Integrations. For WhatsApp that means connecting your own number: the shared Gloora number that sends your booking confirmations is send-only, so customer replies to it don't land here — connect your number and the conversation is yours.
Two kinds of message arrive here, and they behave differently: a direct message from one person, and a comment somebody left on one of your own Facebook posts or Instagram photos.
Work the queue
The header counts what's still waiting on you, and reads Caught up. the moment nobody is. Under it sit the controls that narrow the list:
- Search (Search name or message…) matches a name or any phrase from any message. The same search opens as a pop-up — Jump to conversation — with ⌘/Ctrl+K, from anywhere on the page.
- Channel — one channel at a time, or All.
- Filter by salon — running more than one branch? A salon picker narrows the queue to one location, or All salons. It appears only for multi-branch chains.
- All / Needs reply — the small toggle beside the channel picker. Left is everything; right is only the chats still owed an answer, which is the queue you work.
- View — which pile you're in: Active, Archived or Spam. Chats you archive land here. You can bring any of them back to the active list.
- Sort — Latest activity, Recently created or Priority.
Tick the checkbox on a row to work several at once: Mark read, Mark unread, Archive and Unarchive apply to the whole selection, and archiving offers an Undo. Each row's own ⋯ menu carries the same actions for one chat.
Hands stay on the keyboard
Press J and K to move down and up the list, Enter to open the focused chat, R to jump into the reply box, and ⌘/Ctrl+Enter to send. ? opens the full cheat-sheet, Esc closes it.
Running more than one branch?
When a chain connects a WhatsApp number, Facebook page or Instagram account for each salon, Gloora needs to know which salon each one speaks for. A conversation that arrives on a number nobody has assigned yet is kept in full but held out of the list behind a banner — nothing is ever lost. Tap Assign it to point that number at a branch (you finish the assignment under Integrations), and its waiting conversations drop straight into the queue.
Comments land here too
When somebody comments on one of your Facebook posts or Instagram photos, that comment arrives in this inbox like any other message. You answer it here — you don't go back to Facebook to find it.
A comment thread is keyed on the post, not on a person, so several different commenters can share a single row. The post they're all reacting to is pinned above the messages: the page or account that owns it, its caption, its picture, and a link that opens it on Facebook or Instagram. If the post has been deleted, or Meta won't hand it over, the card says This post is no longer available. rather than showing you an empty box.
A plain reply on a comment thread goes privately
Replies here go privately — a direct message to the commenter. To answer publicly on the post, use Reply on their comment. It works that way on purpose: most of what a salon answers under a post — a price, an availability, a phone number — belongs in a private message rather than under the post where everyone reads it.
Reply
Open a thread and type in the composer. Two modes sit above the box:
- Reply — your message goes to the customer on their own app. Press Send or ⌘/Ctrl+Enter.
- Private note — an internal note only your team sees, never sent to the customer. The box turns amber so the two can never be confused.
You can attach a photo or a file, and on WhatsApp record a voice note straight from the composer.
Answer one specific message
Every message the customer sent carries its own menu (Message actions) on the edge of the bubble.
- Reply aims your next send at that exact message. A chip above the box then names the person you're answering and where the reply will land, so a public comment and a private message are never mixed up.
- Reply privately appears on comments only. It sends a direct message answering that specific comment instead of posting under the post. Meta allows one of these per comment.
On WhatsApp the customer sees a real quoted reply, exactly as if you'd replied inside WhatsApp. On Facebook and Instagram the quote is shown to your team only — those channels don't carry it to the customer.
The 24-hour window
Outside the 24-hour window — the customer must message first before you can reply. Gloora tells you when a thread has fallen outside the window instead of letting a reply fail silently.
Moderate a comment on your post
The same bubble menu, on an inbound comment, gives owners and managers two more verbs.
Hide from post takes the comment out of public view. Whoever wrote it still sees it, and Show on post again puts it back whenever you want. That's the right move for spam, for a heated review, for anything you want off the post while you decide. Both verbs are always offered, because Meta never tells us which state a comment is currently in — someone could have hidden it from Facebook itself.
Delete at Meta is a different thing entirely, and it is owner-only. Gloora makes you confirm first, and says why:
Deleting a comment cannot be undone
Staff can do neither. A public comment on your page is your reputation, not day-to-day inbox work.
Three deletes that sound alike
They read similarly and do very different things, so it's worth knowing which is which before you press one.
- Remove from Gloora — one message leaves your inbox. The customer keeps their copy: Removed from your inbox — the customer still has it. You get about five seconds to press Undo.
- Delete chat, from the row's menu — This permanently removes the chat and its whole history from Gloora. It cannot be undone. The messages stay on the customer's WhatsApp or Instagram — this only clears your inbox. If they write again, it starts a brand-new chat.
- Delete at Meta — the comment goes from your post for everybody, at Meta, permanently. This is the only one of the three the customer's side actually notices.
Tie it to the client
A conversation is far more useful when it's linked to a client record. Use Link to customer to match the sender to someone in your client book — or create a new client in the same step — and every future message from that number auto-matches from then on; a thread matched that way is badged Auto-linked by phone. Once linked, the panel beside the thread shows their contact details and booking history, and you can start a New booking without ever leaving the inbox. Unlink customer undoes a wrong match, and Mark as unread puts a chat back in the queue when you want to come back to it later.