Work with conversations in Inbox

Helping contacts with questions or problems is more than just a friendly reply. You’ll be keeping track of the status of ongoing conversations and resolving them when finished, and you may also need to categorize conversations, switch from a public to a private conversation, or attach files or GIFs to conversations.

Go to Nest (or go to Inbox if you're still using the Classic experience), and then open a conversation.

Switch from public to private messages

If a contact posts a public comment on Facebook, Instagram, or X, you can reply with a private message. Select Select message type, and then choose an option (options depend 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.

Attach and receive files

To attach a file, select Attach file.

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

Copy a full conversation

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.

Add tags

Tags are a helpful way to add additional data to a message. For example, you might add tags to a message to 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:

Do more with Inbox conversations

Select any of the following for more information about what you can do in conversations.

• Filter and sort your queues
• Have AI create replies for you
• Assign a message
• Create a custom inbox
• Hide comments, mute a post, or mask content
• Resolve conversations in bulk
• Speed up response times with saved replies
• Tag messages
• Categorize conversations with topics
• Work with automatic assignments
• Search for conversations or contacts
• Automate direct messages for your Instagram posts or reels
• View a contact's conversation history
• Use a secure form to collect PII
• Troubleshoot error messages