Working the Inbox as a Team
Updated
Open a conversation in Social Inbox to assign it, add context for your team, or mark it resolved. Check whether a teammate is already replying before you send a response.
Is there still a place available for Saturday?
10:24 am
Internal note
One place held while we confirm the booking.
Who Can Act
Managers and Editors can reply, assign conversations, manage tags, resolve messages, and use available moderation controls. They can also manage automatic replies on plans that include them.
Creators and Viewers can read the inbox but do not have these management controls.
Assigning a Conversation
- Open the conversation.
- Open the assignment control and choose a workspace member.
- Check the assignee shown on the conversation and in the list.
Assignment identifies who is responsible for handling the conversation. It does not prevent another Manager or Editor from replying. Use the same control to change or clear the assignee.
Who Else Is in Here
The conversation shows teammates who currently have it open. Their presence indicates whether they are reading or replying.
If someone is replying, coordinate with them before sending another response. Presence and assignment do not lock the conversation.
Internal Notes
Open Notes in the conversation, enter your note, and send it. Notes remain inside your workspace and are not sent to the customer or social platform.
Add details another teammate needs, such as an order number or an agreed next step. Notes allow up to 5,000 characters. Teammates with write access can react to notes and use Delete note to remove one.
Tags
Open the conversation's tag picker and select existing tags. To create a tag, enter a new name and choose a color. The tag becomes available to your workspace.
A conversation can have up to 20 tags, and each tag name can contain up to 50 characters. The list shows two tags and a count for any others.
Use the inbox tag filter to find conversations on the same topic. Selecting several tags matches conversations with any of those tags.
Resolving
Resolve a message when it no longer needs a response. For an entire DM conversation, use Mark resolved. For a comment thread, Resolve all marks all incoming messages in that thread resolved.
| Action | What It Resolves |
|---|---|
| Resolve one message | That message only |
| Resolve the conversation | All incoming messages in the conversation |
A conversation leaves Needs action once its incoming messages are resolved. The resolution record shows who handled it and the recorded reason.
A new incoming message can bring a resolved conversation back into Needs action. You can also reopen a conversation using its resolution control.
Clearing a Backlog
- Set the channel, account, type, and status filters for the conversations you want to handle.
- Review the matching conversations.
- Choose Mark matching read to clear their unread state, or Resolve visible to mark the visible unresolved conversations handled.
Marking read does not resolve a conversation. Resolve visible processes up to 50 conversations at a time and asks for confirmation when more than ten are selected. If capped, the button identifies how many it will resolve. Review the next set before repeating the action.
Being Told About New Messages
Open your notification settings and enable notifications for new inbox messages if you want alerts. These notifications are off by default.
Assigning a conversation does not send an assignment notification. If a teammate needs to respond urgently, contact them separately.
Questions
Who can reply to conversations in the inbox?
Managers and Editors can reply and manage conversations. Creators and Viewers can read them.
Does assigning a conversation stop anyone else replying?
No. Assignment identifies the responsible teammate, but other Managers and Editors can still reply.
How do I know someone else is already answering?
Check the presence indicator on the conversation. It shows teammates who have it open and whether they are reading or replying.
Can the customer see internal notes?
No. Notes stay in your workspace and are not sent to the customer or social platform.
How many tags can one conversation have?
Up to 20 tags, with names up to 50 characters. The conversation row shows two tags and counts the rest.
What is the difference between resolving a message and resolving the conversation?
Resolving one message handles only that message. Resolving the conversation marks all its incoming messages resolved.
Do I have to resolve a conversation after replying?
A successful DM reply resolves the conversation. A targeted comment reply resolves that comment. Check whether other messages still need attention.
Does a resolved conversation come back?
Yes. A new incoming message can bring it back into Needs action. You can also reopen it manually.