Start here if you want to manage social conversations, comments, DMs, and reviews across platforms from one inbox.
Overview
Social Inbox helps users manage comments, direct messages, and reviews from multiple social platforms in one centralized workspace.
Postly Social Inbox is designed for creators, brands, agencies, local businesses, and social media teams that need to manage engagement efficiently across connected accounts.
Why This Matters
Social conversations are spread across comments, DMs, reviews, and platform inboxes. Social Inbox helps teams reduce missed messages, respond faster, assign conversations clearly, and keep engagement organized across connected accounts.
Preflight Checklist
- Connect the relevant social accounts to Postly.
- Confirm each account supports comments, DMs, or reviews.
- Invite workspace members who need inbox access.
- Set inbox permissions for viewing, replying, and assignment.
- Decide how your team will mark conversations as resolved.
Step-by-Step Playbook
- Connect your social media accounts to Postly.
- Open Social Inbox from the dashboard sidebar.
- View conversations, comments, DMs, and reviews from connected platforms.
- Reply to conversations directly inside Postly.
- Assign conversations to team members and track statuses.
Best Practices
- Reply quickly to improve engagement and customer trust.
- Assign conversations to the correct team member.
- Use filters to organize conversations by platform or status.
- Mark completed conversations as resolved to keep the inbox organized.
Recommended Workflow
- New: incoming comments, DMs, and reviews appear as new inbox items.
- Open: a team member reviews the conversation and decides the next step.
- Assigned: the conversation is assigned to a workspace member when ownership is needed.
- Replied: once a public reply or DM response is sent, the status updates.
- Resolved: completed conversations are marked as resolved.
Social Inbox Features
- Unified inbox for comments, DMs, and reviews.
- Platform and account filters.
- Team member assignment.
- Dashboard notifications.
- Email notifications for important assignments.
- Internal notes for private collaboration.
- AI reply suggestions for faster responses.
- Conversation status tracking.
Metrics to Watch
- Conversations managed: total comments, DMs, and reviews handled.
- Response time: how quickly the team replies.
- Assigned conversations: how much work is routed to teammates.
- Reviews replied to: completion rate for Google review management.
- Inbox activity: how active each connected account is.
Troubleshooting Common Issues
- No conversations showing: confirm the account is connected and permissions are valid.
- Replies failing: check platform permissions and API limitations.
- Missing DMs: confirm the platform supports DM access through API.
- Too many notifications: keep dashboard notifications primary and limit email notifications to important events.
Related Guides
Frequently Asked Questions
- What is a social inbox?
- A social inbox is a centralized tool that allows users to manage comments, messages, and social conversations from multiple platforms in one place.
- What platforms does Postly Social Inbox support?
- Postly Social Inbox supports Instagram, Facebook, YouTube, LinkedIn, and Google Business Profile, with additional platform support planned.
- Can teams collaborate inside Social Inbox?
- Yes. Conversations can be assigned to workspace members, managed collaboratively, and tracked with conversation statuses.
Next Steps
Connect your social accounts, open Social Inbox, review incoming comments, DMs, and reviews, then assign or resolve conversations as your team works through the inbox.