Hide a message, mute a post, or mask content in a conversation to protect privacy, moderate a message, or keep the queue tidy.

To find the options to manage messages do the following:

1. Go to Inbox 2.0 and open a conversation.
2. Point to a comment, and select Message actions.
   
   • Hide - Hide Facebook, Instagram or Twitter comments. When you hide a comment, only the commenter and their friends can see the comment. The commenter is not informed that the comment is hidden.
   • Mask - Conceal the full text of inbound messages that contain sensitive information, both in conversation history and in back-end storage systems. This works on all channels, both public and private. Masked content will replace all message content with asterisks (*), one for each character in the message. The message audit trail will say, “Message content masked by [Name] - [timestamp]."
     
     Important: You cannot undo manual message masks.
   • Mute - Sometimes a post creates so much traffic that the New queue becomes difficult to navigate and respond to conversations that need immediate attention. When this happens, you can mute a post in Inbox 2.0 and exclude comments on specific posts from Twitter, Facebook, and Instagram. Once a post is muted, comments on that post are not included in the thread.

   Learn more about how you can protect customer information and manage your muted posts.

If a contact posts a public comment on Facebook, Instagram, your LinkedIn Page, or X (formerly Twitter), you can reply with a private message.

To reply to a public comment, select the Message type, and then choose Private message or Direct message (depending on the social network).

You can only send one initial private message. You can continue messaging the contact only if they respond to your initial private message. This is a privacy restriction imposed by the social networks.

To attach a file, select Attach file.

You can receive multiple attachments from contacts. You can only send one attachment at a time. X (formerly Twitter) allows up to four attachments. You cannot attach files to LinkedIn private messages.

Attach animated GIFs to conversations to personalize your message. You can do this in public and private Facebook and Twitter messages, and in messaging channels.

1. In the reply section, select Add GIF.
2. Enter a search term, and then select ENTER.
3. Select a GIF to attach it.

You can delete the GIF after attaching it by selecting the X. Select Attach GIF again to close the widget.

To copy an entire conversation to use elsewhere, go to the beginning of a conversation, select Conversation actions, and select Copy to clipboard.

Copied conversations include all inbound and outbound messages. A copy doesn't include attachments (like files and images), but Inbox adds a note that an attachment was part of the conversation.

Tags are a helpful way to add additional data to a message. For example, you might add tags to a message to express the message sentiment (positive or negative), define the message type (question, comment, or request), or identify parts of the overall conversation (greeting vs. closing). Your admin can then analyze tags by type in Hootsuite Analytics.

Note: Tags are created by admins. They are helpful for you and your team. They aren't visible to your customers.

To add a tag to a message, do the following:

1. Below an Inbox 2.0 comment or reply, select Add tags.
2. Select tags from the list to add them to the message.

Topics help with categorizing, routing, and prioritizing conversations in the queue. 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.

Note: Topics are created by admins. They are helpful for you and your team. They aren't visible to your customers.

Select Add Topics in the conversation header to apply a topic to the conversation. Applied topics appear in the conversation header and remain associated with that conversation.

In Inbox 2.0 , 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 custom social account permission Bulk resolve conversations to use this feature. Learn how to set custom permissions (for admins).

1. In the New or Pending queue, you can select Filters to see specific conversations you want to resolve.
2. Select the three dots above the queue, and then select Bulk resolve. All conversations matching the filter will be resolved, regardless of assignment.
   
3. Under Resolve older than, enter a timeframe, such as older than 2 days.
4. If resolve reasons are enabled, select an option from the list.
5. Select Resolve.

An audit trail shows who bulk resolved a conversation, when the action was performed, and the selected resolve reason.

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. To set a conversation to “boomerang” back to the New queue, use the following instructions:

1. Select Pending with boomerang at the top of the reply area.
2. You can set your boomerang to occur in 15 minutes, 1 hour, 4 hours, or 24 hours, or choose a custom time by selecting Select using calendar. You can also add notes to the boomerang to include follow-up information.

Once you set a boomerang, 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.