How to Create a New Social Inbox?

Introduction

Social Inbox brings all comments, messages, and mentions from Facebook, Instagram, and LinkedIn into one dashboard. This makes it easy to track, manage, and respond to every conversation without switching between platforms.

This article explains how to create inboxes and manage conversations within 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?

Once you have connected a Facebook Page, Instagram Business or Creator account, or LinkedIn Page, you can bring all their conversations together in a few clicks. Go to Inbox and click Create Inbox to set up your first inbox.

Note: If you are just getting started, the Inbox page shows Connect Accounts first, so you can add your accounts and then create your inbox.

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

Here is how you can set up an inbox:

Log in to SocialPilot and select Inbox from the main menu on the dashboard.
If this is your first inbox, click Create Inbox.

If you already have an inbox, click the + (Add Inbox) icon next to Inbox at the top of the left panel.
In the Add Inbox pop-up, rename the inbox if you like. SocialPilot fills in a name such as Inbox 1 by default. Inbox names can be up to 50 characters, and each inbox needs a unique name.
Select the accounts you want in this inbox and click Add. Use Search an account, Sort by, and Filter Accounts to find accounts quickly.

Accounts that already belong to another inbox appear greyed out, and hovering over one shows which inbox it is in.
Now, the new inbox is on your screen with all the recent messages, comments, and mentions.

You can create as many inboxes as you need, for example one per client, brand, or team. Each account sits in one inbox, which keeps every conversation in one clear place, so your inboxes grow with the accounts you connect.

Social Inbox also comes with a range of tools that make handling conversations easier.

How to Edit or Delete an Inbox?

Owners, admins, and managers can rename an inbox, change its accounts, or delete it at any time. Here is how you can do it:

1. Go to Inbox and hover over the inbox name in the left panel.

2. Click the three dots next to the inbox name.

3. Select Edit to rename the inbox or change its accounts, or select Delete to remove it.

Note: Deleting an inbox permanently removes all conversations in it, so make sure you no longer need them before you click Delete.

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.
Rename an inbox, add or remove its accounts, or delete it from the three dots next to the inbox name. Owners, admins, and managers can do this.

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. You can also set up automated replies for comments and Direct Messages, including Direct Messages triggered by comments.
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.
Automated replies are set up from the Automation icon at the top of the Inbox panel, and they run based on the rules you set.
Automated Direct Messages triggered by comments are not supported for Facebook and LinkedIn (API Rules).
You can reply to Facebook direct messages from SocialPilot within 7 days of receiving them, in line with Facebook rules. For older messages, reply from Facebook directly.

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.
On Facebook, you can like your own visible posts and the comments on them.
On LinkedIn, you can like your posts and the comments on them.

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 also 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.

You can filter your messages based on tags. You can select more than one tag to filter out messages.

At the bottom of the tags list, you will find the Match All Selected Tags toggle.

When the toggle is off, the list shows conversations that have any one of the selected tags.

When the toggle is on, the list shows only conversations that have all of the selected tags.

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 conversation 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 to filter and sort conversations within an inbox, so you can quickly refine the 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 choose how often you get alerts for new messages, comments, and mentions in your Inbox (Hourly or Daily Summary) and where you receive them (Web App, Mobile App, or Both).

Click your profile icon in the top-right corner of the dashboard and select Notifications Settings.
Scroll down to Social Inbox, choose a Notification Frequency and how you want to Receive Notifications Via, then click Save.

Note: If your Social Inbox settings appear greyed out, the Account Owner or an Admin has enforced them for your role.

How to Mute Conversations or Disable Notifications for the Inbox?

You can turn off Inbox notifications completely from Notifications Settings. Under Social Inbox, set Receive Notifications Via to None and click Save.

You can also mute particular DMs for specific accounts.

Open the message thread, click the three dots in the top-right corner of the conversation, and select Mute Notification.

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 Social Inbox is set for each team member in the user management settings of the SocialPilot 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.