Manage messages in Universal Inbox

Universal Inbox is a single hub for the conversations happening across your Kajabi site and your connected social accounts. Instead of moving between Instagram, Facebook, and Kajabi, you answer everyone from one screen. Universal Inbox is available on any plan, and it brings together these channels:

• Instagram DMs, including messages sent by Comment-to-DM Automations
• Facebook Messenger chats
• Backstage client messages
• Expert Agents conversations with members and visitors

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Connect Instagram or Facebook

1. From your Kajabi Dashboard, navigate to Settings > Integrations & Webhooks.
2. In the Social media section, select Instagram or Facebook and click Connect.
3. Log in to your Instagram or Facebook account in the pop-up window.
4. Convert to an Instagram Professional account if prompted.
5. Allow Kajabi Marketing Services access to finish the integration.

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Open Universal Inbox

1. Click the inbox icon from your Kajabi Dashboard.
2. Select View all messages.

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Channels that connect automatically

Backstage and Expert Agents need no setup. Once either is in use on your site, its conversations appear in Universal Inbox on their own.

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Backstage client messages

Backstage is a private, branded space for each 1:1 client. Messages a client sends there arrive as their own channel in Universal Inbox, so client conversations sit beside your social ones.

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Expert Agents conversations

Expert Agents are AI chat experiences that answer questions for members and site visitors. Their conversations appear in Universal Inbox, so you can step in when someone needs a person instead.

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Create a Contact from a conversation

Turning a conversation into a Contact lets you tag that person, keep notes on them, and reach them through the rest of your Kajabi marketing.

1. Open Universal Inbox, then select the conversation with the person you want to add.
2. Click the (i) information icon on the right.
3. Click +Add Details.
4. Add the email address for that Contact.
5. (Optional) Add any relevant Tags or notes.
6. Click Save.

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Disconnect an account

1. Click Settings > Integrations & Webhooks from your Kajabi Dashboard.
2. In the Social media section, press Disconnect for the integration you want to remove.

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FAQs

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Is there a limit on how many conversations Universal Inbox holds?

No. There is currently no limit.

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What is the largest file a customer can send?

The maximum file size is 8 MB for images, due to Meta restrictions, and 25 MB for all other file types after encoding.

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Which Kajabi plan includes Universal Inbox?

Universal Inbox is available on any plan. Sending automated DMs with Comment-to-DM requires a Growth or Pro plan.

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Where do Comment-to-DM messages appear?

In the Instagram or Facebook channel for the account that sent them, in the same conversation list as your other messages from that account.