Messages You Send Outside Ellipsend
A reply sent from the Instagram app, Meta Business Suite, or another tool shows up in the Ellipsend conversation, usually within about 10 seconds.
There's one exception. Automated replies set up inside Meta's own tools don't appear, because Meta doesn't tell Ellipsend about them.
Reply from Ellipsend whenever you can. Tracking and inbox organization work best when the conversation happens in Ellipsend.
If replies sent from Instagram or Facebook never show up at all, work through Messages Aren't Arriving: The Connection Checklist.
When a Message Is Slow to Appear
Most messages appear within seconds. If one is late, refresh the page. An occasional delay can come from Meta's side.
If messages keep showing up many minutes late, click the Need Help? tab on the right edge of the screen. Send us the contact's username and roughly when they sent the message.
Why Unread Doesn't Match the Instagram App
Ellipsend keeps its own read status. Opening a conversation in Ellipsend doesn't mark it as read in the Instagram app, because Meta gives connected tools no way to do that. So Instagram can show conversations as unread that your team already handled in Ellipsend.
Work from the Ellipsend inbox instead of Instagram's unread list. In the inbox filters, Read/Unread and Last Message From show which conversations still need a reply.
Why Teammates See Different Unread Conversations
By default, each person keeps their own unread list. A conversation one setter has read still shows as unread for the next.
Shared Read Status changes that. When it's on, a message anyone on your team reads is marked as read for everyone. Turn it on if your team works the unread conversations together as one list. Leave it off if each person works their own. It's in Settings → Inbox → Inbox Settings, and the Settings guide explains it.