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.

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)
• Comments on group posts. You can only reply via private message to these.
• Wall posts
• Mentions in posts, comments, group posts, and group comments. Due to Meta's limitations, we may not be able to retrieve contact details for this message type. As a result, these messages may show as coming from "Anonymous." Note that Facebook does not allow you to reply to mention messages through third-party providers like Hootsuite. We provide a link to Facebook so you can reply to the message there.

Note: Meta does not allow third-party providers, like Hootsuite, to show Facebook or Instagram comments containing a video attachment. In addition, Inbox 2.0 does not support showing Instagram comments with multiple images.

  Instagram (public and private messages)

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

Note: You must turn on message requests in Instagram to allow messages to be delivered to Inbox 2.0. See the Meta article Manage message requests on Instagram.

  LinkedIn Pages (public and private messages - web version of Hootsuite only)

• Private messages (Support for private messages on Pages with access to LinkedIn direct messages. See Enable messages for your LinkedIn Page.)
• Comments on posts (organic)
• Mentions on posts and photos

  Threads public comments - Please note the following limitations for this message type:

• At this time, Meta does not allow us to provide access to Threads mentions, audio, or polls.
• You cannot currently delete Threads in Hootsuite.

  X/Twitter (public and private messages)

• Direct messages
• Posts
• Mentions

  WhatsApp private messages (web version of Hootsuite only)

  Inbox 2.0 Messenger (see documentation here)

  TikTok comments on owned videos

Enterprise plan members can reach out to their customer account manager to connect WeChat, Telegram, and SMS via Twillio.

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.

We know you may not always be available to respond to customers or you may not use Inbox 2.0. If you haven't opened Inbox 2.0 or your team has not responded to customers in more than 60 days, Inbox 2.0 will be disabled. During this time, you will not receive messages in Inbox 2.0, and you won't be able to assign messages from Streams. You can keep your Inbox active with automatic responses (see Set up automatic responses). To reactivate an Inbox that has been disabled, go to Inbox 2.0 and select Activate.

Up next:

• Inbox 2.0 quick start guide - for admins
• Inbox 2.0 quick start guide - for agents
• Inbox 2.0 guide for Standard and Professional plan members