The inbox collects comments, messages, mentions and reviews from your connected profiles in one list. An open thread shows the whole conversation, the post context and the reply box.
Views
The left column filters the list: “All”, “Unread”, “Mine”, “Unanswered”, “Messages”, “Comments”, “Mentions”, “Reviews”, “Negative”, “Questions”, “Hidden”, “Spam” and “Done”. “Mine” holds the threads assigned to you. “Negative” and “Questions” are based on sentiment detected by AI or set by a rule.
Working as a team
- “Assign to me” takes the thread on yourself. To assign it to someone else, use the bulk actions bar or a rule.
- “Done” closes the case, and “Reopen” puts it back on the list.
- A team note is visible to the team only, never to the person who wrote the comment. You add it in the author panel on the right.
- The author panel also shows previous conversations with that person across all of the brand’s profiles.
- When someone else has the same thread open, you’ll see e.g. “Anna is replying” and a preview of her draft. That way nobody replies twice.
Bulk actions
Select threads with the checkbox or the X key. The bar then shows “Done”, “Assign” with the options “To me”, “Nobody” or a chosen person, “Label” (Lead, Customer, Problem) and “Hide”. Hiding several comments at once can also be undone within 5 s.
The Analyst role sees the inbox read-only, and the Client role has no access to it.