The Inbox in Zoho Social is a consolidated engagement centre that collects all incoming comments, mentions, and direct messages from your connected social profiles in a single view. Instead of switching between platforms to respond to Facebook comments, Instagram DMs, and Twitter/X mentions separately, your team handles all interactions from the Zoho Social Inbox, keeping engagement management efficient and ensuring no message is overlooked.
From the Inbox, team members can reply to comments and messages, like posts, assign conversations to specific team members, add internal notes to conversations, mark interactions as resolved, and filter by platform, status (new, replied, resolved), or team member assignment. The Inbox also shows context such as the user’s previous interactions with your brand, helping you provide informed, personalised responses.
For brands with a dedicated social media team, the Inbox’s assignment and status tracking features prevent duplicate responses and ensure accountability. When a comment is assigned to a specific team member, they receive a notification and can take ownership of the response. Marking conversations as resolved keeps the Inbox clean and gives managers visibility into the team’s response rate and average response time.
Zoho Social’s Inbox focuses on human-managed responses rather than automated bot replies. For automated first-response messages and FAQ handling, Zoho SalesIQ (the live chat and chatbot platform) is the more appropriate tool. However, Zoho Social’s Inbox may include quick-reply templates for common responses, allowing team members to respond faster without typing the same message repeatedly.
The Inbox in Zoho Social aggregates messages from platforms whose APIs allow third-party access to direct messages. Facebook Messenger and Instagram Direct are typically included. Twitter/X DMs and LinkedIn messages may have API restrictions. Check the current Zoho Social documentation for which platform message types are accessible through the Inbox, as API policies change and coverage evolves.
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