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.
I love having the inboxes on the same platform. It's a great way to look at all the accounts we manage and respond to customers on the central hub!"Love your social media inbox again
Never miss a message with Hootsuite Inbox — the best unified messaging tool and social media customer service platform. Inbox is your key to more engaged followers, happy customers, and stress-free social media teams. All social media messages in one place. Finally.
Never miss a thing
Inbox gives you a birds-eye view of all your public comments and private messages on every network. Easily search through all your past conversations to find what you need fast. Set up alerts so you see messages and posts that need your attention right away.
Cut response times in half
Respond faster, vanquish your SLAs, and delight customers with auto-responses, and saved replies. Inbox has built-in language detection and smart routing, so it will automatically assign queries to the best team member.
Delight your customers
Hootsuite’s all-in-one social inbox shows you every single conversation you’ve had with a given customer, on every single social media platform. So you can provide thoughtful, personalized responses fast.
Improve performance with real-time insights
Supervisors can monitor conversations, topics, and CSAT in real-time with the Monitor tool. Collect feedback with no extra effort by automating CSAT surveys and instantly viewing your results in Hootsuite Analytics.
Collaborate with ease
Whether tagging a teammate into a conversation or working alongside the customer service team to resolve an issue, Inbox makes cross-platform and cross-team collaboration easy. There are even features to ensure teammates don’t accidentally respond to the same comment.
Reduce your team’s message volume by up to 80%
Instantly answer all your brand’s frequently asked questions (FAQs) — such as business hours and shipping policies — with Hootsuite’s generative AI chatbot. Significantly reduce your team’s message volume and respond right away with no effort and 24/7 availability.
Link your CRM to your socials
Save time hopping between systems and sync conversations with customers. You can add a person’s social handles to their customer profile in Salesforce or Dynamics 365 without leaving the Hootsuite Dashboard.
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.
Meet your customers where they are
Streamline replies and join discussions across Facebook, Instagram, Twitter, and LinkedIn.
Facebook Inbox Management
Manage Facebook messages quickly and efficiently. Stay on top of Facebook Page private messages, public comments, replies, and visitor posts.
Instagram Inbox Management
Manage Instagram messages, set up Instagram auto-reply, and integrate chatbots. Manage private messages, public comments and replies, and Story 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.
LinkedIn Inbox Management
Manage LinkedIn conversations, including comments and replies on your LinkedIn Page and Showcase Page posts.
Save 3,000+ hours of work annually with the no. 1 social media management tool
Quickly design, schedule, and publish content for all your networks from one tab. Use built-in Canva templates and an AI writer to handle the design, hashtags, and captions for you.
Create and publish content across multiple networks in one place. Dazzle your audience and grow fast with a bulk scheduler, a drag-and-drop content calendar, and graphs that show you the best time to post.
Identify the content, networks, and times that bring in the most engagement and revenue. Plus, see how you’re performing against others in your industry and see your social media ROI.
With Hootsuite’s engagement tools, you can provide seamless social media customer care and get more engagement. Hop into relevant conversations and provide valuable information when it’s needed.
What our customers are saying about us
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.
Which platforms work with Hootsuite Inbox?
Hootsuite Inbox currently supports messaging across Facebook, Instagram, Twitter (X), WhatsApp, TikTok, and LinkedIn. You can also use Hootsuite Streams 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’s 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 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.
Every Hootsuite plan comes with our top-rated social media inbox tool.
The most advanced features, such as real-time inbox reporting, set prioritizations, and more are included in Advanced Inbox as a paid add-on for the Hootsuite Enterprise plan.
Hootsuite Social Customer Care and Generative AI Chatbot are additional paid add-ons that can be added to your Hootsuite Enterprise plan.
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.
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.