Overview of Hootsuite Inbox

  

Hootsuite Inbox, available on desktop and mobile, helps you engage with your audience and customers across social channels by displaying private and public messages in one place. Inbox allows you to interact with conversations in threads, providing full context that helps you respond efficiently while focusing on strengthening relationships. 

Plans: Professional, Team, Business, Enterprise

The information in this article applies to: 

  • Facebook Page private messages
  • Comments and replies on your public Facebook Page posts
  • Visitor posts to your Facebook Page, their comments, and replies
  • Twitter direct messages
  • Comments and replies on your LinkedIn Page and Showcase Page posts

To learn more about the difference between Inbox and Assignments, see Differences between Inbox and Assignments.

For step-by-step instructions for using Inbox, see Engage with and assign conversations in Inbox.

Initial setup

Before Facebook Page private messages or LinkedIn comments will populate in Inbox, you might need an admin for the Page to reconnect each Page in the dashboard. For more information, see Reconnect a social account.

Direct messages received by your connected Twitter accounts will appear in Inbox right away.

Engage in conversations

By selecting any message in Inbox, you can reply to comments in a thread, tag a user with an @mention, or respond to a user directly with a private message. Messages that require no action can be dismissed.

Note: Business and Enterprise customers can also use tags to categorize comments and replies.

For tips on providing great customer service via social media, see Social Media Customer Service: Everything You Need to Do it Well. Visit the Hootsuite blog for news, tips, tools, and tactics to help you succeed on social media.

Assignments and filters

Inbox assignments and filters allow for easy collaboration between teams.

  • Filters allow you to sort Inbox content by assignment, social network, message type, date.
  • When a message or comment would be better addressed by someone else, you can assign it directly to a team member, the message will appear in their Assigned to Me list, and they will receive an email notification. You can also assign conversations to yourself.

Note: Enterprise customers can also create automated Inbox assignments (see Automate assignments and tags) and measure message-handling efficiency with team metrics (see Analyze team performance).

Notifications

New Inbox activity triggers a visual notification—a red dot—that you can see while working in other areas of Hootsuite. The red dot appears whenever there is a new or resolved thread, or a reply to an unassigned thread. Replies to assigned threads trigger notifications only for the assigned user or team.
Inbox icon in Hootsuite with red dot

Inbox notifications are enabled by default for all users who have permissions for the associated profile. To turn them off, select Settings, clear the check box, and then select Save.

inbox-settings.png

Storage and limits

Conversations remain in Inbox for six weeks, with the exception of LinkedIn conversations, which are removed after two weeks of inactivity on a thread.

Facebook private messages that are deleted in the Facebook app still appear in your Hootsuite Inbox for six weeks. All Facebook private messages older than six weeks are removed from Inbox, but they can still be viewed in Streams.

Twitter direct messages are encrypted and temporarily stored for up to six weeks.

For optimal Inbox performance, each social profile in a Hootsuite account is limited to 10,000 public conversations and 10,000 private conversations. When that limit is reached for a given profile, the oldest conversation is removed from Inbox.

Permissions

Inbox is available to all organization members who have social network permissions to reply to your social accounts. Approvals are not currently supported, so members with Limited permissions cannot reply to Inbox messages. If a member of your organization has custom social network permissions, "View Private Stream" is required to see Inbox messages, and "Publish Message" and "Comment and Reply" are required to reply.

Chatbot integration

Inbox supports the Facebook Messenger handover protocol, to enable chatbot integration in your Messenger conversations. To learn more, see Enable Messenger bots with Inbox.

Inbox for mobile

You can use Inbox on the Hootsuite mobile app to 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 syncs between the desktop dashboard and the mobile apps.

Important: Initial setup must be completed in Hootsuite on the web before you can use Inbox for mobile.

To view your mobile Inbox, select the Inbox icon .

Learn more about Inbox for iOS or for Inbox for Android.