Manage customer care in the Hootsuite mobile app

Aug 26, 2026
Knowledge

Procedure Steps

Article updated: July 22, 2026

Manage customer care in the Hootsuite mobile app

Manage all your social and messaging conversations on the go with the Hootsuite mobile app. Stay on top of time-sensitive conversations and ensure you don't miss important messages, even when you're away from your desk.

The mobile experience is optimized for quick actions and on-the-go engagement:

Message triage Filter your inbox by conversation type and social channels to find what you need.
Workflow management: Choose between New, Pending, and Resolved queues to track conversation status.
Collaboration: Change conversation status and assign conversations to other team members.
Quick response time: Use saved replies to speed up response times to common questions and issues.

Note: The Hootsuite mobile app only supports agent workflows. For any admin functions, use the web version of Inbox.

This article describes the new Social OS experience. If you haven't switched yet, select the Classic tab for instructions. Learn more about the Social OS experience.

View conversations in the mobile app

Go to Nest.
Select a queue at the top of the app window (New, Pending, or Resolved), and then select Done to see your message list.
Select the types of conversations you want to see (private, public, or all), and then select Apply.
Filter the message list by status (unassigned, assigned to you, or assigned to specific team members) and then select Apply.
Select Channels to filter the message list by social channels. Select the channels, and then select Apply.

Go to Inbox.
Select a queue at the top of the app window (New, Pending, or Resolved), and then select Done to see your message list.
Select the types of conversations you want to see (private, public, or all), and then select Apply.
Filter the message list by status (unassigned, assigned to you, or assigned to specific team members) and then select Apply.
Select Channels to filter the message list by social channels. Select the channels, and then select Apply.

Reply to a message in the mobile app

When you reply to a message, you can send it as a public comment or a private message.

Select a conversation to open the full message history.
If you want to reply with a private message, select the message type icon, select Private message, and then select Done.
Enter your message and then select Send.

Use a saved reply in the mobile app

Access pre-written responses in the mobile app to speed up your response times in Inbox. Saved replies are created in the web version of Inbox.

Plans: This feature is restricted to certain plan types. If you don't see this feature, visit the Hootsuite plans page to see if it is included in your plan.

Select a conversation to open it.
Select the saved reply icon [icon] to open the library of saved replies.
Select a saved reply and then select Done to insert the saved reply in the message.
Tip: If you enter text and highlight it before selecting and inserting a saved reply, the text will be replaced by the saved reply.
Select Send to send the message.

Assign a conversation in the mobile app

You can assign a conversation to another team member for handling, right in the mobile app.

Select a conversation to open it.
Select the team member icon .
Select a team member from the list and then select Apply.

Resolve a conversation in the mobile app

You can change a conversation’s status or resolve a conversation in the mobile app.

Select a conversation to open it.
Select the conversation status icon .
Select a status for the message (New, Pending, or Resolved), and then select Apply.

Title

Manage customer care in the Hootsuite mobile app

URL Name

mobile-inbox