Article updated: May 13, 2021
Differences between Inbox and Assignments
Team, Business, and Enterprise plan members can use both Inbox and Assignments to manage and assign social messages and posts to teams or individuals in their organization. Some organizations use one or the other, and many use both.
Plans: Team, Business, Enterprise
You can access both Inbox and Assignments from the Hootsuite dashboard.
When you’re working with Inbox conversations, engagement with audiences and customers is monitored entirely within Inbox; supported message types are delivered to Inbox automatically, where you can assign them to team members. See Overview of Hootsuite Inbox.
In contrast, Assignments works in conjunction with Streams; in this workflow, you identify social content in Streams and manually assign it to team members so that it appears in Assignments. See Manage tasks in Assignments.
Important: The content and assignments in Inbox and Assignments are monitored and managed independently from one another. The two tools are not synchronized and do not share information.
Use the following comparison table to help you better understand these tools.
How tool is populated
Inbox is automatically populated with conversations, after initial setup.
Assignments is populated whenever a social post is assigned to a user, either manually from Streams or automatically (Enterprise only) from the automation tool.
Supported message types
Facebook Pages: Private messages, comments and replies on public posts, visitor posts, comments, and replies
Twitter: Direct messages, mentions, and replies
LinkedIn: Comments and replies on LinkedIn Page and Showcase Page posts
Facebook Pages: Page posts, comments, replies, and private messages
Twitter: Tweets and public mentions
Social network app assignments (where supported)
|How social content is assigned|
Users can manually monitor Inbox unassigned content and assign posts and messages to themselves, teams, or team members.Enterprise users can set up keyword-based rules for automatic assignments.
Users can manually monitor streams and assign posts and messages to themselves, teams, or team members.Enterprise users can set up keyword-based rules for automatic assignments.
Tip: Organizations that receive high volumes of Facebook private messages and Twitter direct messages may want to consider having one or more team members dedicated to monitoring Inbox and one or more team members dedicated to monitoring Assignments.