Overview
The Unified Inbox brings all your social media interactions into one place - comments, messages, mentions, and reviews from every connected platform.
Getting Started
1. Connect Social Accounts
Before using the inbox, connect at least one social media account:
- Navigate to Accounts page
- Click "Connect Account"
- Select your platform (Facebook, Instagram, Twitter, etc.)
- Authorize TendSocial
Once connected, your inbox will automatically sync interactions.
Viewing Your Inbox
Platform Filters
Filter by specific platform using the tabs at the top:
- All Platforms: See everything
- Facebook: Only Facebook comments/messages
- Instagram: Only Instagram interactions
- Twitter: Only Twitter mentions/DMs
- And more...
Status Filters
Filter by interaction status:
- All: Every item
- Unread: New items you haven't read
- Read: Items you've viewed
- Assigned to me: Items assigned to you
- Requires Action: AI-detected items needing attention
Search
Use the search bar to find specific content, usernames, or keywords.
Reading and Replying
View a Conversation
Click any item in the list to view full details in the right panel:
- Author information
- Original content
- Thread context (for comment replies)
- Sentiment score
- Priority level
Send a Reply
- Select an item
- Write your reply in the composer at the bottom
- Use the emoji picker (😊 button) for emojis
- Click Send or press Cmd+Enter
Your reply is automatically posted to the platform.
Managing Items
Mark as Read/Unread
- Click the checkmark icon to mark as read
- Items auto-mark as read when you view them
Archive Items
Archive items you've handled but want to keep:
- Select item
- Click "Archive" button
Assign to Team Member
Delegate items to team members:
- Select item(s)
- Click "Assign"
- Choose team member
- They'll receive a notification
Add Tags
Organize with custom tags:
- Select item
- Add tags (e.g., "support", "urgent")
- Filter by tags later
Bulk Actions
Manage multiple items at once:
Select Multiple Items
- Check the boxes next to items
- Or click "Select All" at the top
Choose Action
- Mark all as read
- Archive selected
- Assign to someone
- Delete items
A floating toolbar appears when items are selected.
Understanding Sentiment
Every item is analyzed for sentiment:
- 😊 Positive: Happy customers, compliments
- 😐 Neutral: General questions, info requests
- 😟 Negative: Complaints, frustrations
- ❓ Question: Direct questions
Priority Levels:
- 🔴 Urgent: Angry customers, serious issues
- 🟡 High: Questions, general complaints
- ⚪ Normal: Positive/neutral content
Tips & Best Practices
Stay on Top of Your Inbox
- Check "Unread" daily
- Use filters to focus on one platform at a time
- Address "Requires Action" items first
Use Bulk Actions
- Select multiple similar items
- Mark all read at once
- Assign batches to team members
Leverage Real-Time Sync
- Inbox auto-updates every 30 seconds
- Manual sync button for immediate refresh
- Webhooks provide instant notifications
Organize with Tags
- Create consistent tag system
- Tag by topic ("billing", "feature-request")
- Filter by tags for reports
Keyboard Shortcuts
| Shortcut | Action |
|---|---|
| Cmd+Enter | Send reply |
| ↑/↓ | Navigate items |
| Enter | Open selected item |
| Cmd+K | Focus search |
Troubleshooting
Items Not Appearing?
- Check if account is connected (Accounts page)
- Verify account has recent activity
- Click "Sync" to manually refresh
- Check filters aren't hiding items
Can't Reply?
- Ensure account token is valid
- Check platform permissions
- Some platforms limit reply types (e.g., YouTube DMs)
Missing Notifications?
- Verify webhooks are enabled (automatic)
- Check platform notification settings
- Ensure account has proper permissions
Platform-Specific Notes
Facebook/Instagram
- DM and comment support
- Real-time webhooks
- Rich media in replies
Twitter
- Mentions and DMs
- Quote tweets appear as mentions
- Rate limits apply
LinkedIn
- Comments only (no DMs via API)
- Page posts only
YouTube
- Comments only (no DMs via API)
- Video-level threading
Need Help?
Contact support or check our full documentation at docs.tendsocial.com