Now there’s a more efficient way to engage with your customers across social channels in one view. Inbox displays received messages in threaded conversations. With full context around each message, you can engage with customers efficiently while focusing on strengthening your relationships. Inbox is available on desktop and mobile, so you won't miss a thing.
Inbox currently supports Facebook Page private messages, Twitter direct messages, and comments and replies on your LinkedIn Page and Showcase Page posts.
Inbox is available to Professional, Team, Business, and Enterprise plans. For plan types that support organizations, Inbox allows for easy collaboration between teams with Inbox assignments and filtering. Enterprise customers can also tag Inbox messages, and create automated Inbox assignments. Learn more about Inbox automations.
Inbox also supports the Facebook Messenger handover protocol, to enable chatbot integration in your Messenger conversations. More information
In this article:
Initial set up
Before Facebook Page private messages or LinkedIn comments will populate in Inbox it may be necessary for a Page admin to reconnect each Page in the web dashboard. Direct messages received by your connected Twitter accounts will appear in Inbox right away.
Inbox is available to all organization members, but only those with social network permissions to reply to your social networks can use it. Approvals are not currently supported so members with Limited permissions cannot reply to messages in Inbox.
Engage with 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 the 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.
Conversations in Inbox are maintained in threads unique to each user, so that prior interactions are visible for context with each new message. For LinkedIn comments and replies, users will have a thread for each post they comment on, showing the conversation between your Page and that user below the ‘anchor post’.
At this time, comments and replies on anchor posts that contain videos will not appear in Inbox.
If a LinkedIn user has their Profile visibility off LinkedIn disabled in their LinkedIn settings, they will display in Inbox as “Private User”.
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.
Reply or dismiss
Click on a message in the list to open the full conversation thread on the right. LinkedIn messages will display the anchor post being commented on, for context.
Enter a reply at the bottom of the thread, and then click Send.
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 that needs action.
Enterprise customers can click Add Tags under each individual private message to classify them, for analysis later within Analytics. LinkedIn message tagging is not yet supported.
To have someone else respond to a message, or if you want to come back to it later, click Assign in the top-right corner of the thread. Assign it to yourself, a team, or another team member (Team plan and up). Inbox assignments do not trigger notifications at this time.
You can include contextual notes with assignments to other teams/team members, to let them know how to handle the message, or for looking back on during future interactions with the same customer.
Inbox assignment notes are only visible within Inbox, and appear in the message thread.
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). If your organization has automated assignments running, messages will appear in these queues automatically instead of in the Unassigned queue.
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.
If a customer responds to a thread sitting in the Done queue, that thread will re-open and move from Done back into Unassigned/Incoming.
If a message was accidentally dismissed you can also click Reopen on a dismissed message in the Done queue to return it to Unassigned/Incoming.
Inbox for mobile
Try Inbox on the Hootsuite mobile app and monitor your organization’s messages on the go. All the same functionality is available, except for the ability to add tags to a message. 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 . See the Inbox (beta) - iOS article
- 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 private messages are only kept in Inbox for 6 weeks, and LinkedIn messages are removed after 2 weeks of inactivity on a thread. Facebook private messages older than 6 weeks 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.