Overview of Inbox in Nest

Inbox 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 help enhance team collaboration, optimize processes, and improve ROI.

Get started with Inbox

Go to Nest (or go to Inbox if you are still using the Classic experience) and select your organization to get started. Use the following resources to help you get up and running in Inbox:

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

Supported channels

In Inbox, 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, group comments, and reels. 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 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 (in posts, comments, stories, and reels)

Note: You must turn on message requests in Instagram to allow messages to be delivered to Inbox. 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)
• Comments on dark posts (paid)
• Mentions on posts

Note: Due to a LinkedIn API limitation, Inbox displays "(Preview unavailable)" for LinkedIn messages. Agents can see the full message content when they open the conversation.

  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 (public and private messages)

• Direct messages
• Comments on posts (organic)
• Comments on promoted posts (paid)
• Mentions (posts and comments)

  WhatsApp private messages (web version of Hootsuite only)

Note: When replying to messages in Inbox, your initials are not automatically added to your reply in WhatsApp.

  YouTube comments on videos (web version only, not supported on Hootsuite mobile app)

  Inbox Messenger (see documentation here)

  TikTokcomments on owned videos (web version only - TikTok comments are not supported on the Hootsuite mobile app)

  TikTok Business Messaging - Please note the following limitations for this message type:

• TikTok enforces a 48 hour customer service window for TikTok Business messages, starting from the business' first reply to the customer. This means you must respond within that time frame. In addition, you can only send 10 messages without a new inbound message from the customer. You cannot start a new conversation with a customer - you can only respond to incoming messages.
• TikTok only supports sending and receiving image attachments in a conversation when both the sender and recipient are in countries that support image attachments in direct messages. Image sharing is not available in all markets.
• This TikTok Business Messaging release is only available in select regions. It is not currently available for businesses whose TikTok Business accounts are registered in the European economic area, Switzerland, or the UK.
• You cannot send a TikTok message via an ad or share TikTok messages in Inbox.

  Google Business Profile reviews (appear as comments in Inbox conversations) - you can reply, assign topics, analyze sentiment, and apply tags.

Inbox 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. If you haven't opened Inbox or your team has not responded to customers in more than 60 days, Inbox will be disabled. During this time, you will not receive messages in Inbox, 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 and select Activate.