The Social Inbox aggregates all inbound social conversations to one place, allowing you and your team members to manage and track responses at scale.
The Social Inbox can be used to answer support or sales-related questions as well as route conversations to the right representative using powerful integrations.
Supported Channels
Social media conversations can start when a user sends you a direct message or leaves a comment on your post. Here are the channels that will automatically create a new conversation in your inbox:
- X (Twitter): Mentions, Replies, and Direct Messages
- LinkedIn: Comments, Mentions, and Direct Messages (Pages only)
- Facebook: Wall Posts (shown as Mentions), Tags (from Business Pages), Comments, and Direct Messages.
- Instagram: Comments, Direct Messages (not Message Requests), and Mentions
- YouTube: Comments
- TikTok: Comments
Sponsored Posts
- Facebook Boosted Posts: Yes
- Facebook Ads: Yes
- X (Twitter) Ads: Yes
- LinkedIn Ads: No
Managing Responses
Once a new conversation is detected by Click Social it will appear in your inbox. Any user in your account with access to the inbox and the profile related to the conversation will be able to view the conversation.
Conversation Statuses
Every conversation has two possible statuses: Open and Closed. Once you Mark an Item as Closed, it will be closed and removed from your inbox feed. If Click Social detects an update related to a closed conversation, such as another reply or a comment, it will automatically put the closed item back into your inbox, in Open status. This behavior allows you and your team to maintain Inbox Zero without missing out on anything.
Conversation statuses are the same for all users, meaning that if you Mark an Item as Closed, it will be closed for other users as well.
To help differentiate between seen and unseen items, seen items will be grayed out. This state will only be visible to you. Once a seen conversation is updated, it will pop back up to the top of your inbox and be displayed as unseen.
Other Engagement Types
Besides the option to reply, the inbox also allows you to like, share, or send a direct message to the user who initiated the conversation. These options are available depending on the network and whether the conversation is public or not.
If you choose to send a direct message to the user who initiated the conversation, a new inbox conversation with that thread will appear once that user replies to you.
Managing Views
To help sort conversations, the inbox allows each user to create their own view containing feeds based on custom searches and filters. The views on the inbox are individual to every user.
By default, all users will have the following views:
- Inbox: A feed containing Unassigned conversations in Pending status.
- Assigned to Me: A feed containing conversations assigned to the user in Pending status.
- Assigned to Anyone: A feed containing all assigned conversations in Pending status.
- Closed: A feed containing all conversations in Closed status.
The default views can be duplicated or exported, but they cannot be renamed, modified, or deleted. To filter these views, click on the filter icon and click Apply to temporarily apply the changes:
Custom Views
To create your own custom view, click the New View button, name your view, and select Add View. These views are only visible to you and can be renamed or removed.
Custom views can also be created based on selected filters in the default view. Open the filter in the default view and click Save As to create a custom view.
To customize the feed inside a view, simply apply the desired search filters and save the search. If you do not save your search, the filters will reset on your next visit to the view. Views you create are visible only to your profile and will not have initial filters applied.
Sharing Views
To work cohesively with your team you can share your own view with another user in your business by simply copying the URL of your view, and sharing it with the user. You can then duplicate the shared view to save it.
Custom Search
The custom search allows you to search for specific texts inside comments and messages in your inbox. Here are a few examples of how you can form search queries to find the conversations you're looking for:
| Searching For … | Will find … |
|---|---|
| watching now | Containing both "watching" and "now". This is the default operator. |
| "happy hour" | Containing the exact phrase "happy hour". |
| beer -root | Containing "beer" but not "root". |
Assignments
The Social Inbox allows you to assign conversations by simply selecting the user you want to assign the conversation to. Assignments allow team members to allocate responsibility for replying to or handling conversations.
Whenever you reply to a conversation, it will be automatically assigned to you. Every action taken in regard to an assigned conversation will be visible in the History.
Using assignments, users can collaborate with each other and stay on top of ongoing conversations. Once a conversation is assigned, several notification types will apply to it:
- When a conversation is assigned or re-assigned.
- When someone leaves a note in a conversation.
- When a conversation status changes.
- When someone mentions a user in a note.
All of the above are available both via email and in-app notifications.
Conversation Tags
You can tag conversations to easily filter and segment them. The tags can be set up in the Inbox Settings and assigned to individual conversations in the Social Inbox.
Tags can be used as a filter to find and group conversations and for analysis in the Inbox export and Social BI.