Social inbox

A social inbox (unified inbox) gathers direct messages, comments, mentions and chats from several social networks, messengers, email and a website chat into one queue. Instead of switching between apps, the team sees every conversation in one place, can assign it to a colleague, mark it as solved and see the customer’s history.

For a small business, the biggest benefit is simple: no lost messages. When customers write on Instagram, Telegram, WhatsApp and the website at the same time, something always slips through in separate apps. One inbox also makes response time and team workload visible.

Example: a beauty salon with three administrators receives questions in Instagram DMs, WhatsApp and a Telegram bot. With a shared inbox, each administrator takes conversations from one queue, and the owner sees how many are still waiting.

AI SMM’s inbox collects conversations from Telegram, WhatsApp, the site chat, email, SMS and several social networks, including Instagram and Facebook comments and DMs; AI drafts replies from your knowledge base. TikTok, LinkedIn and Pinterest messages are not included.