Now there’s an easy way to monitor your organization’s Facebook Page private messages and Twitter direct messages in one view. Read and reply to your community efficiently, on desktop and mobile. Inbox displays your messages in threaded conversations, so you won’t miss a thing. With full context to each inquiry, customer-facing teams can focus on strengthening relationships with customers.
Inbox is available to Professional, Team, Business, and Enterprise plans. For plan types that support organizations, Inbox allows for easy collaboration between teams with assignments, filtering, and message tagging for Enterprise customers.
Inbox also supports the Facebook Messenger handover protocol, to enable chatbot integration in your Messenger conversations. More information
Initial set up
Direct messages received by your connected Twitter accounts will appear in Inbox right away.
Before Facebook Page private messages will populate in Inbox, each Page needs to be reconnected by an organization admin in the web dashboard.
To reconnect your Facebook Pages
- In your desktop Hootsuite account, click your profile picture ( by default) in the top-right corner of the dashboard, and then select Manage under the organization name.
- Click Social Networks under the organization name.
- Select your Facebook Page from the list on the left, and then click the Profile Settings tab.
- Click Connect with Facebook.
- Enter your Facebook credentials (email and password), and then click to sign in.
- Repeat steps 3-5 for for each Facebook Page.
Monitoring messages with Inbox
Inbox is available to all organization members, but only those with social network permissions to reply to Facebook Pages or Twitter profiles can use it. Approvals are not currently supported so members with Limited permissions cannot reply to messages in Inbox.
Access the Inbox Beta from the launch menu. Customers in multiple organizations can select one from the drop-down at the top of the Inbox.
Start by monitoring the Unassigned (or Incoming for Professional plans) queue. All new messages will appear here in chronological order with newest at the top. Click the arrow at the top of the queue to reverse the sort order. Each message is labeled with the social network and profile that received it, as well as the time it was received.
To view messages for specific social profiles only, click Filters , and then select the profile(s). The Filter icon will remain blue while a filter is applied. Click Filters , and then Clear filter, to view messages in your queues from all profiles.
Click on a message in the list to open the full conversation thread on the right.
Enter a reply at the bottom of the thread, and then click Send.
Click Add Tags under each individual message to tag them (Enterprise).
Click Assign in the top-right corner of the thread to assign it to yourself, a team, or another team member (Team plan and up). Add contextual notes with assignments to other teams/team members, for letting them know how to handle the message, or to add context to look back on during future interactions with the same customer.
Inbox assignment notes are only visible within Inbox, and appear in the message thread.
When a message has been replied to or doesn’t need to be actioned, click Dismiss in the top-right corner of the thread. This moves the thread into the Done queue, reducing clutter so you can focus on the next message in the queue.
Click Reopen on a dismissed message in the Done queue to return it to Unassigned/Incoming. If a customer responds to your reply in a dismissed conversation, that thread will re-open and move from Done back into Unassigned/Incoming.
Assigned messages move from Unassigned into one of the other two queues, Assigned (assigned to any teams you are a member of) and Assigned to Me (assigned specifically to you).
When an assigned message has been replied to, click Resolve in the top-right corner of the thread. This moves the thread out of Assigned and into Done.
On the go
Try Inbox on the Hootsuite mobile app and monitor your organization’s private channels on the go. All the same functionality is available, except for the ability to add tags to messages. Inbox activity on the desktop dashboard and the mobile apps will sync with each other.
Initial set up must be completed in the web dashboard first.
To view your mobile Inbox
- iOS: Tap the Inbox icon .
- Android: Tap the main menu in the top-left corner, and then tap Inbox .
Inbox assignments can only be viewed and resolved within Inbox. When those messages are replied to or resolved, the actions are not reflected in Assignments manager or in Streams. However, assignments created in Assignments manager, in Streams, or by automation rules are reflected in Inbox. Message tags applied in Streams will also appear in Inbox.
At this time, Inbox activity is not supported in Analytics.
Note that messages are only kept in Inbox for 6 weeks, but Facebook private messages older than that can still be viewed in Streams.
In order to provide this service it is necessary to temporarily store Twitter direct messages between you and your customers. Twitter direct messages are encrypted and temporarily stored for up to 6 weeks.