How to Create a New Social Inbox?

Introduction

SocialPilot's advanced Social Inbox empowers you to engage with your audience on social media, proactively replying to messages, comments, and mentions of your brand. Also, you can track and manage conversations from multiple accounts from a single dashboard and respond to them with ease by grouping said accounts into a separate inbox.

This article will walk you through the whole process of creating custom inboxes and managing multiple conversations seamlessly with SocialPilot’s improved Social Inbox.

Which Platforms are Supported in the SocialPilot Inbox?

The social media accounts supported in the Social Inbox are:

Facebook: Pages
Instagram: Business and Creator Accounts
LinkedIn: Pages

How to Set Up a New Inbox With Multiple Accounts?

If you have access to Inbox and have already connected accounts on SocialPilot that can be accessed in Inbox (Facebook page, Instagram Business Profile & LinkedIn Page), a default Inbox should be available with your most recent messages and comments.

As an owner, admin, or manager of the account, you can set up new inboxes as well as delete existing ones.

Here are the steps you have to follow to set up separate social inboxes:

Log in to SocialPilot and select Inbox from the main menu on the dashboard.
Click on the Add Inbox icon.
Now, in the pop-up that appears, you can rename the inbox, changing the system-generated name. The character limit for an inbox name is 50.
Select the accounts you want to add to this particular inbox and click on Add.
Now, the new inbox is on your screen with all the recent messages, comments, and mentions.

There is no limit to the number of separate inboxes you can set up in SocialPilot. However, a single account can only be added to one inbox, which in turn limits the number of inboxes you can create.

There are a lot of granular capabilities in SocialPilot’s Social Inbox to make the process of handling conversations easy.

How to Manage Conversations Within an Inbox?

Once your Inbox is created, you can:

View and respond to conversations in real time.
Use filters to sort messages, comments, and mentions.
Tag or mark as unread, starred, or done for easy conversation follow-up.
Edit your Inbox settings (e.g., rename, add/remove accounts, delete an Inbox). This can be done by the owner, admins, and managers.

How to Reply to Conversations

When you want to check out the conversations from certain accounts, you can go to the respective inbox it is a part of.
This will show you all the comments, messages, and mentions in a list for all the accounts in that inbox.
You can select any comment or message from the list and see the preview of the entire thread.
At the bottom of the conversation preview, you can type out your replies.
Attach images, videos, GIFs, and documents to replies based on platform capabilities.

Note:

You cannot add images, GIFs, or videos in replies to comments on Instagram.
You cannot add videos in replies to a post on LinkedIn.

You can refine the reply you have entered using AI Pilot. Once you have typed the response, click on the AI Pilot icon and select the relevant option:

Note: All the conversations, accounts, or Inboxes with a green dot mean they contain unread messages.

How to React to Messages & Comments?

Social Inbox allows you to react to messages, comments, and mention posts as well.

On Instagram, you can like messages in conversations. You can like messages on Instagram
On Facebook, you can like comments on your post and your posts. Like comments, and your own visible posts on Facebook.
On LinkedIn, you can like comments on your posts and your posts. You can also like comments on your posts on LinkedIn conversations.

How to Delete or Hide Comments?

You can hide and delete certain comments as well as your own posts from any social inbox in SocialPilot.

This feature allows you to practice better control over the visibility of negative comments or statements you don't want catching the audience’s eye.

All you have to do is click on the delete button under the post or the comment to erase it from the inbox and your account.

To hide certain comments from Facebook pages, you can click on the eye icon, which is the Hide button, to remove it from the sight of people who see your post.

How to Add Tags and Notes to Conversations?

Adding tags to conversations is another feature within the social inbox. You can create and assign tags to classify conversations for better prioritization and tracking. These tags help filter conversations in the inbox for improved visibility and better engagement control.

You can now add Notes to conversations to keep track of important details, customer preferences, or follow-up actions. When different team members handle a conversation, these notes can prove to be quite helpful. You can maintain context, collaborate with your team, and ensure timely responses, making your interactions more organized and efficient.

Note: Notes and Tags in the inbox are conversation-specific, i.e., each tag and note appearing beside a specific conversation is unique to that conversation. However, you can add the same tags to multiple conversations if you want.

How to Classify Conversations Based on Their Status?

In a single inbox, messages can be classified first and foremost by their statuses. This defines the progress the conversion has made in the workflow of the inbox. Here are the statuses available in the SocialPilot inbox:

Unread: This tab contains the type of messages that have not been opened or marked as unread by any user on Inbox.
Starred: You can star-mark important conversations to prioritize them separately.
Done: You can move the conversation to Done if you consider it done.

How to Filter and Sort Conversations?

There are multiple ways you can filter and sort conversations within an inbox. conversations, you can use filters to quickly refine your conversation list and focus on what matters most.

Use filters to refine the conversation list based on:

Message type (DMs, Comments, and Mentions)
Tags applied to conversations
Status: Unread, Done, and Starred
Date range
Sorting from “Old to New” or vice versa

How to Filter Conversations for Accounts?

You can filter an Inbox view to see conversations from specific accounts only. Here’s how to do it:

Go to a specific Inbox in the Social Inbox dashboard.
Click on the arrow on the left side of the inbox’s name to access all the accounts linked to it.
Uncheck the accounts for which you do not wish to see conversations, while keeping checked the ones you want to see.
Now, the list will only show the conversations from accounts you left checked.

How to Take Bulk Actions in the Inbox?

If you navigate to the conversation list in a particular inbox, you will see a checkbox beside each message thread. From here, you can select multiple conversations for taking bulk actions.

Bulk actions available are based on the statuses:

1. Inbox - Mark as unread, Mark as done, and Add tags.

2. Unread - Mark as read, Mark as done, and Add tags.

3. Starred - Mark as unread, Mark as done, and Add tags.

4. Done - Mark as unread, Move to Inbox, and Add tags.

When you take any of the above-mentioned actions, it will be applicable to all the selected conversations.

How to Set Up Inbox Notifications?

You can set the Inbox notification to receive hourly or daily notifications about new messages, mentions, and comments in your web app

Go to Profile settings on the top right corner of the dashboard and select Notification Settings.
Scroll down to the Social Inbox settings and set the notification frequency as per your preferences.

How to Mute Conversations or Disable Notifications for the Inbox?

You can disable notifications for the Inbox from the Notification Settings.

Notification Settings >> Social Inbox >> Receive Notifications Via >> None

You can also mute particular DMs for specific accounts.

Just go to the message thread from that account, navigate to click on the three dots at the top-right corner of the dashboard and select Mute Notifications.

How to Find Conversations Using Keywords?

Use the keyword-based search to find specific conversations across all accounts in an Inbox. Type the keyword in the search bar and click ENTER to filter out the relevant conversations. Search results highlight keywords in messages, comments, and notes for easy identification.

The social inbox in SocialPilot is accessible to multiple team members with the right permissions for easier collaboration on engagement.

Owners, admins, and managers can create, edit, and delete inboxes.
Inbox is visible to all members of the organization who have access to Social Inbox. Access to the Inbox that is configured in the user management of an SP account.
Team members will see only those accounts to which they have access.
If a manager or admin doesn’t have access to any of the accounts but has access to Social Inbox, they can connect new accounts to use Inbox.
Clients and Content Schedulers require the owner to set up inboxes for their social media accounts.