Article updated: October 23, 2023
Work with conversations in Inbox 2.0
Audience: Inbox 2.0 agents
Helping contacts with questions or problems is more than just a friendly reply. You’ll be keeping track of the status of ongoing conversations and resolving them when finished, and you may also need to categorize conversations, switch from a public to a private conversation, or attach files or GIFs to conversations.
Select any of the following options for details about what you can do in conversations.
If a contact posts a public comment on Facebook, Instagram, or Twitter, you can reply with a private message.
To reply to a public comment, select Comment, and then choose Private message.
You can send only one private message. You may continue messaging the contact only if they respond to your private message. This is a privacy restriction imposed by the social networks.
To attach a file, select the paperclip icon in the Reply box. A message tells you how many files you can attach.
You can only send one attachment at a time, except for Twitter, which allows up to four attachments.
You can receive multiple attachments from contacts.
Rich messages are a great way to make your customer conversations interactive and to kick-off key workflows for your team. You can see rich messages in the chat when you use them in conversation. They allow you to send quick replies, carousels, and postback buttons to your customers on Facebook, Instagram, and Twitter.
To add a rich message, enter the social network syntax in the Reply box and send the message. Make sure you check for typos so that you send a rich message and not just syntax.
To personalize a message, you can attach animated GIFs to conversations. You can do this in public and private Facebook and Twitter messages, and in messaging channels.
- In the Reply box, select Attach GIF.
- Enter a search term, and then press ENTER.
- Select a GIF to attach it.
You can delete the GIF after attaching it by selecting the X. You can also select Attach GIF again to close the widget.
To copy an entire conversation to your clipboard to use elsewhere, select Copy in the header of the conversation. You'll see the copied text. Select Copy to confirm.
Conversations include all inbound and outbound messages. A copy doesn't include attachments (like files and images) aren’t copied, but Inbox adds a note that an attachment was part of the conversation.
Plans: Business and Enterprise
You can apply tags to messages to add metadata about that message. For example, you might add tags to a message to express the message sentiment (positive or negative), define the message type (question, comment, request, etc.), or identify parts of the overall conversation (greeting vs. closing).
Admins create tags. To apply a tag, select + Tag below a message, and then search for and select one or more tags from the list. Applied tags appear below the message and stay associated with that message.
Apply topics to conversations to help with categorizing, routing, and prioritizing. For example, you might add a topic to categorize a conversation, so it routes to a certain queue or is added to a specific report.
Admins create topics. To apply a topic, select the Topic button in an active message and choose from the list of available topics.
The Topic button appears in the header of each conversation.
Applied topics appear in conversation headers and stay associated with that conversation.
You can resolve multiple conversations in the New and Pending queues at once. This can be useful for clearing out a sudden influx of conversations, or when first getting started with your inbox.
You must have the permission Bulk resolve conversations to use this feature. See Assign Inbox 2.0 permissions.
- In the New or Pending queue of a channel, filter the queue to see the conversations you want to resolve.
- Select the three dots icon, and then choose Bulk resolve. All conversations matching the filter will be resolved, regardless of assignment.
- Under Resolve older than, enter a timeframe, such as older than 2 days.
- The timeframe is based on the newest message since it was resolved.
- If resolve reasons are enabled, select an option from the list.
- Select Resolve.
An audit trail shows who bulk resolved a conversation, when the action was performed, and the selected resolve reason.
Plans: Enterprise members with Advanced Inbox. Want more Hootsuite features? Upgrade your plan.
When you want to follow up with a conversation later, you can use a boomerang to move it from the Pending queue back into the New queue after a set period of time. Set a conversation to “boomerang” back to the New queue by selecting the clock next to Pending.
You can set your boomerang to occur in 15 minutes, 1 hour, 4 hours, or 24 hours, or choose a custom time by selecting the calendar icon. You can also add notes to the boomerang to include follow-up information.
Cancel boomerang appears, allowing you to cancel the boomerang at any time and reminding you that a boomerang is set on the conversation.
If a boomerang moves a conversation to the Pending queue, the agent assignment stays the same.
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