Social Media Inbox

The Zencity Social Media Inbox allows you to manage your incoming social media communications in one place!

Currently, the inbox includes all of the comments made on posts you've published on your Facebook, Instagram, Nextdoor and Twitter accounts, in addition to Facebook and Twitter mentions- allowing you to easily track, reply and manage these comments and mentions, and Facebook DMs. 

Getting started

To include your accounts in the Social Media Inbox, follow these steps:

1. Connect your accounts in the Profiles Tab under a new or existing Profile. If your account is already included in a Profile, move to the next step.
2. Click on the "Connect" link in the Inbox column, and complete the connection process as prompted. For further information on connecting accounts, check out our dedicated help article! 

Note, that for accounts that weren't previously set up in your dashboard as a data source, inbox setup might take up to 48 hours.

Permissions and access

Once your inbox is set up, any Zencity user in your organization will have access to view the data, but only Profile Admins will be able to take actions, such as reply or mark an item as resolved. 

Managing permissions can be done per Profile in the Profiles tab, by clicking on the Roles Icon. 

Navigating your Inbox

Once you've given the relevant permissions, the inbox will automatically start pulling all new mentions and comments made on your posts, and will also have a backfill of 14 days. The default view (All) will include all items from the chosen time frame sorted by date, with a blue badge showing the number of unread items. 

Previewing comments, DMs and mentions

Comment previews for Facebook, Twitter and Instagram will include the name of commenting user, and where made available according to the network policy- the profile picture of that user. Nextdoor comments will not have the name and profile picture of the commenting user, due to limitations in Nextdoor's API, but don't worry, you can still reply to the comment.

Clicking on a comment in the inbox will present the full content of the comment in the preview section, on the right, along with a preview of the post on which the comment was made. Any new comment on a post will show up as a separate item in your inbox, even if it was created by the same user.

Mention preview vary depending on the type of the mention:

• Mentions of your account in Facebook posts will present the name of the mentioning account.
• Mentions of your account in Instagram posts will not include the name of the mentioning account.
• Mentions of your account in Facebook comments will present the name of the mentioning account, and a preview of the post on which the comment was made.
• Mentions of your account in Instagram posts will not include the name of the mentioning account, and will not include a preview of the post due to Instagram limitations. 

Taking action in the inbox

To help you better manage your incoming comments and mentions, you can mark any item as Resolved, by clicking on the checkmark icon. If you wish to unresolve an item, simply click the icon once again.

Any unresolved items can be viewed by using the Pending view, available in the left navigation pane of the inbox. 

Replying to a comment, DM or mention

Replying to a comment or mention can be done by typing in your response in the text box at the bottom of the conversation preview section, and hitting the blue send button.

FAQ

Can I use a different account to reply? 

No, only the account which posted the original post is able to reply to comments and mentions.

Can I define a user as a composer for inbox?

No, inbox replies are currently only available for Admin users, without an approval flow. 

Can I view the original comment?

Yes, you can click on the icon, leading you to the native platform to see the full post and comments.

My colleague read all the comments, so now I don’t know what has been handled. What can I do?

Currently, the inbox management is joint for all admins, so any Admin reading an item will cause the item to be marked as unread. We recommend using the resolved marker to manage your items.

Why can't I reply to a comment or a mention?

If you can't reply to a comment, try checking one of the following:

1. As mentioned, only users who are defined as admins on the relevant Zencity Profile will be able to reply to a comment. Make sure you're an admin for this account by looking at the profile settings in the Profiles tab.
2. Expired/Missing Permissions- social media network require that owners of accounts give permission to publish comments on behalf of the account. For security reasons, some network permissions  expire every 60 days. If this is the case, you will see a notification inviting you to reconnect your account.