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  Article updated: December 28, 2023

Overview of Inbox 2.0

Inbox 2.0 is an advanced customer care communication hub that helps you and your teams seamlessly engage with your audience. You can receive and respond to multiple messaging channels and social networks in one place. The customer care capabilities in Inbox 2.0 help enhance team collaboration, optimize processes, and improve ROI.

Getting started with Hootsuite Inbox 2.0 video.

Supported channels

In Inbox 2.0, you can manage conversations and identify and resolve customer issues from all of the following channels:

Facebook (public and private messages)

  • Private messages
  • Comments on posts (organic)
  • Comments on dark posts (paid)
  • Wall posts

Instagram (public and private messages)

  • Private messages
  • Comments on posts (organic)
  • Comments on dark posts (paid)
  • Mentions

X (formerly Twitter) (public and private messages)

  • Direct messages
  • Posts
  • Mentions

 LinkedIn Pages (public messages)

  • Comments on posts (organic)

WhatsApp

  • Private messages

Inbox 2.0 Messenger (see documentation here)

Go to Inbox 2.0 and select your organization to get started.

Inbox 2.0 activity windows

It's important to respond to customers in a timely manner. In addition to keeping your customers happy, social networks enforce a customer service window for businesses to reply to customers. Facebook Messenger, Instagram, and WhatsApp require that you reply to messages within 24-hours. For more on messaging limitations, see the Meta Messenger platform and IG messaging API policy overview.

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