What is the Inbox?

Who can use this: Owner, Admin, Member. Plan requirement: All plans.

The Inbox aggregates all incoming engagement from your connected social media accounts — comments on posts, direct messages, and replies — into a single, unified view. Instead of switching between multiple social platforms to manage engagement, your team can handle everything from 247BrandHQ.

Navigate to the Inbox from the left sidebar (web: /inbox) or from More → Inbox on mobile.

Inbox views and filters

The Inbox can be filtered to help you focus on what matters:

Replying to a comment or message

Who can use this: Owner, Admin, Member. Plan requirement: All plans.

1. Select a conversation in the Inbox list on the left.
2. The conversation thread opens on the right, showing the original post or message and any prior replies.
3. Click the Reply input field at the bottom of the conversation.
4. Type your reply.
5. Optionally, use the AI Reply button to have the AI suggest a reply based on the conversation context. You can edit the suggestion before sending.
6. Click Send to publish the reply to the social platform.

AI reply suggestions

The AI Reply button analyses the comment or message and suggests a relevant, contextual reply. You can:

• Use the suggestion as-is and click Send.
• Edit the suggestion before sending.
• Dismiss the suggestion and write your own reply.

AI reply suggestions use AI credits from your monthly balance. If your credits are exhausted, the AI Reply button is disabled.

Assigning conversations to team members

Who can use this: Owner, Admin. Plan requirement: Starter and above.

For teams managing a high volume of messages, you can assign individual conversations to specific team members so that each person knows which conversations they are responsible for.

1. Open a conversation in the Inbox.
2. In the right-side panel, click Assign or the Assignee field.
3. Select a team member from the dropdown. The conversation is immediately assigned to them.
4. The assigned team member receives a notification that a conversation has been assigned to them.

Internal notes

Internal notes let you add private comments to a conversation that are visible to your team but are never published to the social platform.

1. Open a conversation in the Inbox.
2. Click Note (or switch the reply toggle from Reply to Note).
3. Type your internal note — for example, context for another team member or escalation instructions.
4. Click Add note. The note appears in the conversation thread with a distinct internal badge.

Marking a conversation as resolved

When a conversation has been addressed, mark it as resolved to remove it from your active inbox view.

1. Open the conversation you have finished handling.
2. Click Resolve in the conversation header or right-side panel.
3. The conversation moves to the Resolved filter view and disappears from the default All view.

Resolved conversations can be reopened at any time. Open the Resolved view, find the conversation, and click Reopen.