Social media inbox management, simplified
Respond to messages, comments, and customer service questions in one place. Do it all in half the time with a smarter social media inbox you can automate and customize.
All your social media messages and comments in one place. Finally.
Turn messaging on auto-pilot with a full suite of inbox management tools that’ll help you simplify, save time, and grow on social media.
Unify
Respond to comments and DMs across Facebook, Instagram, WhatsApp, LinkedIn, X (Twitter), and TikTok. All from a single inbox.
Automate
No need to spend hours crafting the same responses over and over. Use saved replies, auto-responders, and automated DMs to keep your inbox clean.
Delight
Respond faster, provide the most accurate information, and set up customer satisfaction surveys to track user experience.
The universal inbox designed for performance marketers
Hootsuite Inbox is your key to more engaged followers, happy customers, and stress-free social media teams.
Inbox gives you a birds-eye view of public comments and private messages across networks. Easily search through all your conversations to find what you’re looking for fast, and stay on top of important messages with notifications.
Set up automated Instagram DMs so that when a user comments a specific keyword on your post, they automatically receive a DM. Add varied responses and delay comment replies for more authentic, personalized responses.
Leave detailed contact and conversation notes for your teammates so you can provide personalized replies. Chat with other agents to get quick answers. (Don’t worry, chats and notes are never viewable to customers).
Easily tag in teammates and assign them messages to handle. Ensure multiple users don’t accidentally respond to the same comment or message. And set your status to “available” or “away” to keep your work-life balance in check.
The smoothness of the navigation not only improved the social care team's performance but also positively impacted our customer experience. The conversation search feature allowed us to go back and track old conversations and cases of clients easier and faster than ever.Field thousands of customer queries a day without breaking a sweat
Every Hootsuite plan comes with a unified social media inbox that brings all your social interactions to one place. But it’s also perfect for the highly engaged marketer who uses social for sales, customer support, and lead gen.
Decrease response times with custom automations
Customize your workflow and save time with inbox automations. Add tags and topics to auto-route and prioritize certain conversations in your queue. Plus, set up automations to resolve conversations. For example, you can set a rule so that if a contact responds with "goodbye,” your conversation will automatically resolve.
Provide the best answer to every question, every time
Always deliver top-notch customer service by directing customer questions to the team or individual best-equipped to answer. In Hootsuite Inbox, you can create specific skill sets and then automatically route related messages to the teams with those skills.
Measure (and improve) customer satisfaction
Collect feedback with no extra effort by automatically sending customer satisfaction (CSAT) surveys in a user’s language after an interaction. Then, instantly view and track your results in Hootsuite Analytics to see where you can improve.
Protect sensitive information, stay compliant, and reduce risk
Inbox will protect your customers’ personally identifiable information (PII). Automatically or manually conceal sensitive information, such as credit card and Social Security numbers, across your public and private social media channels.
Simplify and streamline team inbox management
Divvy up your message load and improve internal communication. When you use Hootsuite with multiple teammates, you can set your availability status, chat with fellow agents, leave them notes, and route messages to your most qualified teammate.
Deliver better, faster customer care with Hootsuite and Salesforce
Meet Hootsuite Social Customer Care — an all-new integration that connects Hootsuite and Salesforce. That means better customer responses with more context, streamlined collaboration between social and customer care teams, and a bigger business impact overall.
Do even more with Hootsuite Enterprise
Need an even more robust social media customer care solution? Hootsuite Enterprise offers premium inbox solutions to help teams maximize efficiency, improve customer satisfaction, and dive deeper into reporting.
Measure performance
Keep track of your team and agent’s reply time, replies sent, available time, average CSAT score, and more. Plus, view real-time insights that refresh every 30 seconds.
Detect language
Route queries to the right team or set up auto-responses in a user’s preferred language. Advanced Inbox automatically detects 60+ languages and adds it to a user’s contact details.
Uncover sentiment
Communicate, prioritize, and measure brand health by instantly determining the emotion of conversations. View, adjust, and filter messages by sentiment.
Track productivity
Measure your customer support team’s productivity. Track away state data to measure agent productivity and ensure consistency with audit trails.
Connect Zendesk
Easily create customer support cases in Zendesk from conversations in your Hootsuite inbox. Simply add the Zendesk integration to Advanced Inbox.
Set up SLA notifications
Define your service-level agreement, or SLA, and Hootsuite will let you know if you fall behind your targets with notifications.
Drastically reduce your workload with a social media chatbot
Enterprise users can automate up to 80% of message replies with Hootsuite’s generative AI chatbot. Easily train your chatbot to field questions across the web and social media at any hour, in any language, with brand-approved replies.
Messaging and customer care resources
Social media customer service: how to do it right
Learn how to use your social channels to deliver top-notch customer service. (After all, your customers expect it).
DM automation: How to do it right (and not just on Instagram)
Find out how DM automation can help your team offer personalized support at scale and build stronger relationships with customers.
Customer service metrics: 2024 guide + free template
Customers expect to get support wherever they look, and they expect it fast. To keep up, track the customer service metrics that matter.
Frequently Asked Questions
Hootsuite Inbox is an innovative social media inbox and messaging tool that sets you up for better engagement, customer service, and cross-team collaboration.
Need to save time? Inbox has tons of features to help you automate social media messaging. Set up social media chatbots or use saved replies to reduce response times and eliminate tedious tasks. You can even automatically tag or add topics to messages to stay organized.
In addition to improving messaging, Inbox also serves as a customer service tool that helps you close more sales on social media. Integrate your CRM, automatically collect and export customer data, and launch CSAT surveys to enhance the customer experience further.
Hootsuite Inbox currently supports messaging across Facebook, Instagram, Twitter (X), WhatsApp, TikTok, LinkedIn, and Threads. You can also use Hootsuite Streams and Listening to help you moderate YouTube comments from the Hootsuite dashboard.
Facebook inbox management — Manage Facebook messages quickly and efficiently. Stay on top of Facebook Page private messages, public comments on organic posts and paid/dark posts, replies, and visitor posts.
Instagram inbox management — Manage Instagram messages, set up Instagram auto-reply, and integrate chatbots. Manage private messages, public comments on organic and dark/paid posts and replies, and mentions.
X (Twitter) inbox management — Manage X (Twitter) direct messages and set up Twitter auto-reply to handle your DMs. Plus, monitor Twitter mentions and join in on relevant threads. You can even monitor indirect Twitter mentions and keywords of your brand with Hootsuite inbox and social listening tools.
WhatsApp inbox management — Receive and respond to WhatsApp messages alongside all your social media channels. If your organization uses phone interactive voice response (IVR) for customer support, with Advanced Inbox you can also give your customers the option to hang up and continue their conversation on WhatsApp via text.
LinkedIn inbox management — View and reply to LinkedIn comments, mentions, and private messages.
TikTok inbox management — Manage TikTok comments on your owned videos.
YouTube comment moderation — From within Hootsuite Streams, you can comment and reply to comments, remove and hide comments, report comments as spam and approve, delete, or reply to comments before they’re published.
Threads inbox management — View comments, reply, and repost thread comments.
Every Hootsuite plan comes with our top-rated social media inbox tool. But you can get even more inbox features with Hootsuite Enterprise.
Access more robust inbox solutions, such as real-time inbox reporting, a Salesforce integration, and our generative AI chatbot with Hootsuite Enterprise.
Hootsuite Advanced Inbox is an Enterprise plan add-on that includes additional social media inbox tools that help businesses measure efficiency, track performance, and improve customer satisfaction.
Some key Advanced Inbox features include:
Monitor inbox performance in real-time
Detect a contact’s language (Inbox supports over 60 languages)
Deliver better, more consistent service with service-level agreements (SLAs)
Connect your Zendesk account
Determine the emotional tone of messages with sentiment analysis
Keep better records with audit trails
Convert calls to messages with WhatsApp IVR deflection
And much more.
To learn more about Advanced Inbox, be sure to get in touch with our sales team.
Yes. Hootsuite’s generative AI chatbot is a social media chatbot that can be used across social channels and your website to reduce your team’s message volume by up to 80%.
Like a 24/7 live agent, it can answer any question your customers have about your business with contextual, accurate, and on-brand responses. This way, you can provide immediate support to customers and resolve repetitive questions quickly. This gives your team time to focus on those complex, high-impact inquiries that need a human touch.
Completely customizable to your brand, designed with a restrictive framework, and rigorously tested by AI experts, you can trust that your chatbot will always be safe and compliant with your business and brand standards.
How does it work? You provide pre-approved answers to your brand’s frequently asked questions (FAQs), and the generative AI chatbot will automatically digest and pull from that content to respond to customers. All you have to do is make sure your FAQs are up to date, and the FAQs chatbot will handle the rest. You’ll be up and running in a matter of hours.
Hootsuite’s conversational chatbot is trained to understand the intent and context of customer messages, even those with spelling errors, and automate personalized responses every time. It can answer multiple questions at once, take the context of previous messages in the conversation, and understand emojis.
It knows when to hand over conversations to human teammates and provides a summary of every conversation to help agents get up to speed in seconds.
Your customers will love getting fast and accurate responses 24/7 and your team will love saving time and focusing on customer questions that need their attention the most.
Absolutely. Hootsuite Social Customer Care is a Hootsuite-Salesforce integration that connects your social engagements with Salesforce. It allows agents to reply directly to customer inquiries from social media right in Salesforce, improving workflows and collaboration between social and customer care teams.
Hootsuite Streams are custom social media feeds that help you discover new engagement opportunities, find user-generated content to share, and keep track of activities across all your channels.
You can set up Streams to monitor your own social media posts, mentions of your brand from your customers and prospects, activity from your competitors, or your industry at large.
In Streams, you can monitor mentions, reply to public comments, and reshare relevant content. No more hopping back and forth between networks or conducting time-consuming searches individually — it’s all in your Hootsuite dashboard.
Streams are a great way to practice social listening because they help you keep track of social media activities related to your business or industry. All Hootsuite plans also include Listening Basics, which allows you to search brand mentions and keywords, discover the latest trends, and more.
Note: If you need a more robust social listening solution, we recommend adding Hootsuite Listening to your plan.
You can set up Streams to monitor activity across Facebook, Instagram, X (Twitter), LinkedIn, TikTok, and YouTube. We recommend setting up Streams on each network to ensure you never miss an engagement opportunity, even if one pops up in an unexpected place.
Absolutely! Adding a link in bio is great and all, but DMing your followers specific information is even better for engagement (In fact, our team saw a 330% increase in leads when using DM automations vs. link in bio). But who has time to individually reply and message every single commenter?
With Hootsuite’s DM Automations, you can set up automatic comment replies and DMs for Instagram posts and Reels. Replies are triggered by a commenter's keywords. Include a prompt in your caption for users to comment with that specific keyword, and they’ll automatically receive a comment and DM with your custom message.
To ensure that every response feels thoughtful and authentic, you can set up multiple variations of comment replies and delay their send by a few minutes.
Want to learn more about how to incorporate DM automations in your strategy? The Hootsuite blog has all the details.
De-clutter and delight your customers with the best social inbox tool.
Ready to start revolutionizing the way you handle social media messaging? Give Hootsuite Inbox a try today — completely free.