Published by the Zolyp team ·
Where do Instagram messages go?
Business and creator accounts get an inbox with three folders in the mobile app. Spam sits inside Requests.
| Folder | What goes there | Notifications |
|---|---|---|
| Primary | Messages you want to see first. Replying to or accepting a request moves that person's future messages here | On, unless you turn them off |
| General | Messages you'll get back to later; swipe a chat here from Primary | Off, unless you turn them on |
| Requests | Messages from accounts you don't follow that you haven't accepted | Not specified by Instagram |
| Spam | Requests that may be offensive, unwanted or spam, or hidden by Hidden Words | None |
Sources: Meta Business Help Centre: About professional features in Instagram Direct professional inbox, checked 15 October 2026; Instagram Help Centre: View, delete or report spam on Instagram, checked 15 October 2026
How do you accept or decline a request?
Requests aren't marked as seen until you accept them. On a business or creator account, tap All requests and choose Top requests to see requests from important accounts first.
- Tap Messages at the bottom.
- Tap Requests in the top right.
- Tap a chat to see more about who's messaging you.
- Accept it to move it into your chats, or decline it.
Sources: Meta Business Help Centre: About professional features in Instagram Direct professional inbox, checked 15 October 2026; Instagram Help Centre: View, delete or report spam on Instagram, checked 15 October 2026; Instagram Help Centre: Manage message requests on Instagram, checked 15 October 2026
How do you check the Spam folder?
Messages from accounts you're already connected with aren't hidden, even if they contain offensive words. Reporting a spam message sends its content to Instagram for review, and the sender won't see who reported it.
- Tap Messages at the bottom.
- Tap Requests in the top right, then Spam.
- Tap a chat to open it, or tap Edit, then Delete all to clear every hidden request.
- In a chat, tap Accept to move it to your main messages, Delete to remove it, or Block.
Source: Instagram Help Centre: View, delete or report spam on Instagram, checked 15 October 2026
How do you choose who can send you requests?
Instagram says this setting doesn't affect messages from your ad campaigns or products you've shared. Our advice for a business: keep requests on, because new customers usually don't follow you yet.
- Go to your profile and tap Menu.
- Below How others can interact with you, tap Messages and story replies.
- Tap Message requests.
- Choose whether requests go to your Message requests folder or whether to receive them at all.
- Tap Who can send you group message requests to choose Everyone or People you follow.
Source: Instagram Help Centre: Manage message requests on Instagram, checked 15 October 2026
How do you keep a busy inbox under control?
- Swipe chats you'll answer later from Primary into General
- Flag a message, or mark it unread, to follow up
- Tap the filter icon by the search bar to show unread or flagged chats
- Tap the list icon at the top right to act on several chats at once
- Save replies you send often and call them up with a shortcut
Source: Meta Business Help Centre: About professional features in Instagram Direct professional inbox, checked 15 October 2026
Why can't you see a customer's message?
- It's in Requests. People you don't follow land there first
- It's in Spam. Check Requests, then Spam; you get no notifications for it
- Hidden Words filtered it. Hidden requests go to Spam
- You've turned requests off. Check Message requests in Messages and story replies
- The chat is in General, where notifications are off by default
- You've blocked them. Blocked accounts can't send requests
Sources: Instagram Help Centre: View, delete or report spam on Instagram, checked 15 October 2026; Instagram Help Centre: Manage message requests on Instagram, checked 15 October 2026; Meta Business Help Centre: About professional features in Instagram Direct professional inbox, checked 15 October 2026
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Disclosure: this is our product. Zolyp doesn't manage your messages. It plans, writes and designs your Instagram posts and publishes them once you approve, so you have more time to reply to customers. There's a 3-day free trial, no card required.
Common questions
Where are message requests on Instagram?
Tap Messages at the bottom, then Requests in the top right. Spam is a separate folder inside Requests.
Does someone know if I read their message request?
Not until you accept. Request messages aren't marked as seen until you accept them.
Why didn't I get a notification for a message?
Spam has no notifications, and the General folder has notifications off by default.
Can I stop getting message requests?
Yes. In Messages and story replies, tap Message requests and choose not to receive them.
Do Hidden Words affect messages from people I follow?
No. Instagram says messages from accounts you're already connected with aren't hidden.