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, and Enterprise

You can access both Inbox and Assignments from the Hootsuite dashboard.

The Assignments and Inbox icons shown in 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.

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.

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 understand these tools and make the best use of them for your social engagement needs.

  Inbox Assignments/Streams

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

LinkedIn: Comments and replies on LinkedIn Page and Showcase Page posts

Facebook Pages: Page posts, comments, replies, and private messages

Twitter: Tweets, public mentions, and direct messages

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.