Answer social comments, messages and reviews

The social Inbox collects comments, direct messages and reviews from all your connected accounts, newest and unanswered first. You answer from here instead of opening each network, and you can have a reply drafted for you to read before it goes.

Before you start

• At least one social account connected, with every permission accepted when you signed in.
• The owner or admin role, to send replies.
• For AI drafts: the Social replies agent set to Suggest a reply or Answer by itself under AI Agents › Agents.

Steps

1. Go to Marketing › Social and open the Inbox tab.
2. Narrow the list if you need to: All, Messages, Comments or Reviews, then All platforms and All accounts, or type into Search…. A dot marks items you have not read.
3. Click an item on the left. It opens on the right with who wrote it and what they said.
4. To write your own answer, click Reply, type in Write a reply… and click Send.
5. To have one drafted, click Suggest a reply. A Suggested reply appears under the message: - Use or Edit puts the words in the reply box so you can read and change them. Then click Send. - Regenerate writes a different version.
6. Click Open contact to see the person's record, or See it to open the comment or message on the network.

What happens next

• An answered item shows an Answered badge. You can still click Reply again.
• Nothing is sent until you click Send, unless the Social replies agent is set to Answer by itself.
• With Answer by itself, the agent answers plain questions and thank-yous on public comments without waiting for you. It never answers a private message, anybody who is unhappy, or anything it was not sure about. Those always wait for you, with a draft.
• You can set quiet hours, a tone (Warm, Professional or Short), a sign-off and anything it should always say on the Social replies card. Only an owner or an admin can change it.

Troubleshooting

The inbox says "Nothing waiting". Either nothing new has arrived, or an account was connected without the permission to read comments and messages. Click Connected accounts, connect the account again, and accept every permission the network asks for.

There is no Suggest a reply button on a review. Reviews are answered by the Review replies agent, not from this button. Set it up under AI Agents › Agents › Review replies, or write the reply yourself with Reply.

Suggest a reply shows an error about the assistant being off. The Social replies agent is set to Off. Change it to Suggest a reply under AI Agents › Agents › Social replies, or ask an owner or admin to.

It says "Couldn't send that reply." The network refused it, usually because the account needs connecting again or the comment was deleted. Click See it to check the comment still exists, then reconnect the account on the Accounts tab.

It says "Nothing matches those filters." Set the segment back to All, choose All platforms and All accounts, and clear the search box.

Related

• Connect your social media accounts
• See your social media results
• Set up review replies