About routed conversations

Some organizations use multiple apps to manage incoming messages and have routing protocols defined to determine which app handles messages first.

If Hootsuite is the default app, messages flow directly into Inbox. However, if another app (for example, Meta Business Manager) is the primary destination, messages are routed there first and do not automatically flow to Hootsuite.

Even when a conversation is being handled by an external app, Hootsuite ingests the messages from the beginning of the interaction. That means you can:

• view the entire conversation history from the very first message, even while the conversation is still live in another app
• search for and find conversations in Inbox even if they are currently being handled by another app.

While a conversation is active in another app, the Reply box is disabled and Inbox displays a status message that the conversation is in progress externally. Once the primary app releases the conversation and routes it to Hootsuite, the Reply box will automatically activate so you or someone on your team can take over.