With Hootsuite Inbox you can engage with your audience and customers across social channels in one place. Monitor and engage with your Facebook Page private messages, Twitter direct messages, LinkedIn Page comments and Showcase Page comments. Inbox gives you the full context of your messages in threaded conversations, so you can reply to customers efficiently. Inbox activity on mobile and the web dashboard syncs with each other.
Plans: Professional, Team, Business, Enterprise
Team, Business, and Enterprise plans can also use Inbox assignments to triage message replies. Users with the social network permissions to reply to your social networks can reply to messages in Inbox.
If your Facebook Page or LinkedIn Page messages are not appearing in Inbox, have a Page admin reconnect the Page on the web dashboard.
Working in Inbox
If you belong to more than one Hootsuite organization, select the icon in the top left to select the correct organization. This will ensure you're seeing the right social accounts in Inbox. To view messages for one or more specific accounts, select Filter in the top right, and then select the social accounts. You can also filter by public or private message types.
The Unassigned queue (or Incoming for Professional plans) is the default view. All new messages will appear here in chronological order with the newest at the top. Select the arrow at the top of the queue to reverse the sort order. Each message displays the social account that received it, as well as the time it was received.
Swipe right on a message to dismiss it right away, or select it to take more action:
- Select the Reply field at the bottom of the thread to enter a reply and then select Send .
- When a message has been replied to or doesn’t need to be actioned, select Dismiss in the top right. This moves the thread into the Done queue, reducing clutter so you can focus on the next message in the queue.
- You can also select more in the top right to Assign the message to yourself, a team, or another team member (Team, Business, and Enterprise plans).
Select Unassigned to switch to another queue.
Assigned messages move from Unassigned into either the Assigned queue (assigned to any teams you are a member of) or Assigned to Me queue (assigned specifically to you). Swipe right on an assigned message in the list to resolve it right away, or select it to open and respond. Then select Resolve on an assigned thread to move it out of Assigned and into Done.
In the Done queue, select a message, and then select more to Reopen a dismissed message. This returns it to the Unassigned/Incoming queue. If a customer replies to a dismissed conversation, that thread will re-open and move from Done back into Unassigned/Incoming.