Unified social inbox
The tool collects comments, messages and mentions from several social networks into one inbox, where you can read and reply without opening each network.
On this pageWhat it is
What it is
A unified social inbox brings the replies and messages that arrive on different networks into a single list. From there someone can reply, assign a message to a colleague, or mark it as done. It usually covers comments on your posts, direct messages and sometimes mentions. Buffer, Hootsuite, Later, Metricool, Publer, SocialPilot and Sprout Social are listed as having it.
Why it matters
Customers often ask questions or complain in public comments, and a late or missing answer is visible to everyone. A shared inbox makes sure that nothing is missed and lets the team share the work. It matters for businesses with an active audience or customer questions on social media. If you receive a few messages a week, the networks' own apps are enough.
What to check
- Check which networks and which kinds of message are included, since coverage varies.
- Ask whether messages can be assigned, tagged and marked as handled.
- Test how quickly new messages appear.
- Find out whether past conversations with the same person are shown together.
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