How to manage conversations in social inbox?

The Social Inbox in ContentStudio brings all your conversations from Facebook, Instagram, LinkedIn, and Google My Business (GMB) into one place. From private messages to comments and reviews, you can reply without switching platforms. With features like tags, notes, and saved replies, managing interactions becomes faster and more organized. This guide will show you how to efficiently access, respond to, and manage conversations. 🚀

In this article:

Accessing the social inbox

1
Go to your Inbox.
2
You'll see a list of all conversations, including Private Chats, Post Comments, and Reviews. Use the filters to select a specific platform or conversation type.

Managing private chats (Facebook & Instagram)

Private chats allow you to communicate directly with users via direct messages.

1
In the Inbox, click on the Private Chats tab.
2
To view the messages, select a conversation from the list. Type your response in the message box and click Send.

3
You can use the Assign feature to delegate the conversation to a team member if needed.
4
Once resolved, mark the conversation as Done to clear it from the active queue.

5
Click the ⋮ (More Options) button next to Mark as Done to mark a conversation as Pending or Archived.

Handling post comments (Facebook, Instagram, & LinkedIn)

Post comments allow you to engage with users responding to your published content.

1
Click on the Post Comments tab in the Inbox.

2
Select a comment thread from the list to view all interactions. Type your reply in the comment box and click Send.

Managing Google My Business reviews

Reviews allow businesses to interact with customer feedback on their Google profile.

1
Click on the Reviews tab in the Inbox.

2
Select a review from the list to read customer feedback. Type your response and click Send to engage with the reviewer.

Applying filters and tags

🔍 Filters

1
The Filters section helps you narrow down the messages in your inbox so you can focus only on what matters.

Social Platforms: Choose which platform’s messages you want to view (e.g., Facebook, Instagram, LinkedIn, etc.).

By Platform: When you select a platform like Facebook, a list of connected pages appears. You can check or uncheck individual pages to filter the inbox view.

2
Tags: Tags are labels you can use to categorize individual conversations or reviews.

Purpose of Tags:
– Organize and group similar conversations.
– Mark messages with tags that describe their status, priority, or type of request.

How to Use Them:
– Click on a conversation.
– Look for the "Tags" section on the right side.
– Choose one or more tags from the existing list, or create a new tag by clicking the + icon and then Create.

3
Clear Filters: Click this to remove all applied filters and reset the inbox view.
4
Sync Data: Use this option to refresh and fetch the latest messages in your inbox.

Adding user details

The Details button provides more context about the person you're talking to, helping you better understand and manage the interaction. You can add the following information about the person:

  • Email
  • Description
  • Location
  • Phone
  • Job title
  • Company

How to Use It

1
Click Details.
2
Add the relevant details and click Update. The user details will be saved.

Adding internal notes

You can add notes about the person or interaction only visible to your team (not the customer).

How to Use It

1
Write the reply and toggle on the Note. Click Add Note.

Sending saved reply

The Saved Reply feature allows you to create and reuse message templates for quick, consistent responses in the Inbox. Instead of typing the same response repeatedly, you can save commonly used replies and insert them into any conversation with just a click.

How to Use It

1
When replying to a message, click on the Saved Reply icon.

2
Choose a pre-written response from the list. You can also create a new Saved Reply and give it a name for future use.

3
Once selected, the text appears in the reply box — you can send it as-is or customize it before sending.

FAQs

Q1: Can I track who responded to a conversation?

A: Yes, each response is logged with the team member’s name.

Q2: Can I delete a shared link or conversation history?

A: Conversations cannot be deleted, but you can disable shared links or mark them as Done.

Q3: Why don’t I see private chats for LinkedIn and GMB?

A: LinkedIn only supports post comments, and GMB only supports reviews. Private chats are only for Facebook and Instagram.

Q4: Can I assign a conversation to a teammate?

A: Yes, use the Assign option to delegate the conversation.

Q5: Can I tag conversations for organization?

A: Yes, tags can be added to label and group conversations.

Did this answer your question? Thanks for the feedback There was a problem submitting your feedback. Please try again later.

Still need help? Contact Us Contact Us

Related Articles