Introducing Inbox in Zoho Social

Introducing Inbox in Zoho Social

Hey everyone,
 
We are excited to introduce the Inbox in Zoho Social to help manage all social media interactions from Facebook, Instagram, X (formerly Twitter), Google Business Profile and YouTube for your brand in one place. You can track and assign them to your team members to ensure a timely response from your brand. 


Why Inbox?

More than 10 years ago, reaching out to brands regarding issues could be frustrating. Most of us have been in the situation where we had to dial a toll free helpline, wait for the entire IVR message, try and press the right combination of numbers and hope somehow we hear the voice of a service representative. But no! You are #234 in queue and this is what you hear "your call is important to us, please stay on the line" followed by soulful music.

It's still predominantly used but apart from that, consumers can also reach out to brands via emails, raise a ticket through online forms, live chat, chat bots, WhatsApp, and across various social media channels.
 
More than half the world's population are active across social media platforms and an estimated 67% of consumers use social channels like Twitter, Facebook to resolve issues that they face on a day to day basis. 

Therefore, it's essential for brands to be available across all channels and take service right where their customers are. Many businesses actively respond to customer queries on Twitter, Facebook, Instagram, Google Business Profile, and so on. Since these interactions are held in a public forum, it's critical for the brands to have a quick response time, which goes a long way in offering an exceptional experience for the customer. Prospects evaluating your brand will also get the affirmation that their voice will also be heard, no matter what. 

What can you do with Inbox in Social?

Track interactions across social media channels

You can view all the comments/replies, messages, reviews, questions, dark comments, and @mentions across Facebook, Twitter, Instagram, Google Business Profile, and YouTube in one place. You can also use the filters available to drill-down and find the exact type of interaction that you are looking for. Priority can be specified for these interactions which can help team members address the most important ones at the earliest. 


Reply to interactions with Zia

While interacting with your audience, you can get the help of Zia - generative AI powered by ChatGPT to draft the reply, or rephrase your message.


Assign interactions to your team

Assignment rules can be created to assign the interactions to your team members automatically. You also have the option to assign a team member manually for an interaction. To create assignment rules, you can click the gear icon  on the top right corner of the Inbox module or go to Settings > Inbox Preferences and click + Create New Rule.




View history of interaction between the user and the brand

To get complete context of an interaction, it might be important to take a look at all the previous interactions between your brand and the user. The history tab lists out all the interactions along with the date and the status to help you understand if there are any open queries to be addressed.


Follow and share an interaction

You can use the Follow option to be notified about a particular interaction, whether a reply is added, or whether the status is changed and so on. You can also copy the permalink of an interaction and share it with your team wherever required. 


Group interactions using views

Inbox comes with various pre-defined views which helps you group all the interactions that you are looking for such as all open interactions, interactions assigned to you, high priority and low priority ones and so on. You can also create a custom view by specifying various filters and share it with your team.



For example, you can create a custom view to track only the comments/replies from Twitter that are tagged as high priority over the last 30 days. 

Refer to the help document to understand all about how Inbox can help your brand on Social Media. Please feel free to leave your feedback or suggestions in the comment section.

Thank you.


    • Sticky Posts

    • Advanced statistics for LinkedIn page, posts and monitor @mentions in Zoho Social

      Hello everyone,   We've made enhancements to the Monitor, Reports tabs, and Post Stats for the LinkedIn channel in Zoho Social, so we wanted to briefly share some information about the updates. Monitor LinkedIn mentions  LinkedIn is one of the most popular

    • Introducing advanced statistics for all your social media posts

      When you're publishing on social media, it's important to understand how the audience engages with your content. This insight helps you come up with ideas for different types of content and also identify the social media channel that's most effective

    • Introducing Inbox in Zoho Social

      Hey everyone, We are excited to introduce the Inbox in Zoho Social to help manage all social media interactions from Facebook, Instagram, X (formerly Twitter), Google Business Profile and YouTube for your brand in one place. You can track and assign them

    • It's here! A Publishing Calendar to give you better view and more control over your posts.

      Hello!   Just a couple of days back my colleague Vishal announced that you can now do more on Twitter with the Advanced Search Filters, along with a bunch of other cool stuff. I hope you got a chance to check it out.  In fact, I'm itching to you tell you all about the latest updates we have lined up, but I'd rather give you doses of excitement every week to last until the very end. ;) Alright, I hear you. That's enough tease for the day.  Here we go! Introducing... an all-new Publishing Calendar,

    • Edit images on Zoho Social

      Hello customers,   We're here to talk to you about an exciting update for Zoho Social that will make your social media posting a breeze. We know how much of an inconvenience it is to make last-minute changes to an image that you want to post or to resize

    • Recent Topics

    • Wrong Time on Exported Records

      Hello, All records in my exported Notes .csv file have the incorrect time for Created Time. They are all 8 hours ahead. I've already verified that my time zone is correct in both Personal Settings and Company Settings. Is there any way to fix this?

    • how to upload the picture and document

      i want to upload the picture and document,would you please told how to upload them?could you told it for each step?

    • Zia Call Intelligence only up 10 License

      I have been trying to install Call Intelligence for two days now, but strangely, the button is missing at this point. The documentation could be better, but most importantly, someone should inform small businesses like us that they don’t even bother enabling

    • Forgot my email management account

      Hello, I am the administrator of ihomemix.com. I can’t remember which email address I used to register the account and then opened the email service for ihomemix. I can’t see the subscription period of my email function when I log in with this account.

    • Add customer to account based on domain name.

      I generate reports based on a the account field, i.e. companyX.  In GoToAssist, my last provider, there was an option to automatically assign new ticket creators to a company (or account) based on their domain name. So for example, if a new employee creates a ticket from @companyx.com, for them to be automatically added to the companyx account would be a huge advantage.  As it stands right now, I have to remember to add them to the account manually.  Often I forget and when generating a report for

    • Facilitate business processes by mandating Kiosks in your Blueprint's transition settings

      Hello everyone, We've made a few enhancements to Kiosk Studio. Blueprints provide a structured and systematic approach to executing business processes, and you can use Kiosks to build custom capabilities to retrieve, collect, and execute actions on CRM

    • Response Violation - Zoho Desk

      Hi Team, I just need an information regarding the zoho desk - Response Violation and how can we avoid the tickets from getting the tickets response violated.

    • I need help in setting up a script that works for my calling service

      Please i need your guidance and expertise in how to go about a particular scripting. You see, we are a call service that assists companies to receive calls for them, i need to create a system in my Zoho CRM whereby i will receive call from my already

    • "Select All" item in the context menu

      In the Client on Android, there is a “Select all” item in the note’s context menu. There is no such item in the PC client. Can it be added in future versions of the client?

    • Subir o Preço Unitário já acrescido de um valor

      To com um desafio grande, e se alguém conseguir me ajudar, seria ótimo! O que eu preciso é que o na hora de adicionar um item no subformulário dos itens cotados do módulo Orçamentos, o preço de lista do item venha acrescido de 20% automaticamente e de

    • Zoho CRM Customer Portal Pricing Question

      Hello, I am trying to find out about the pricing for a portal that will be used for the contacts and a custom module. My client needs to use a customer portal for 15k users that will display the contact details and some informations to a linked custom

    • How to display Motivator components in Zoho CRM home page ?

      Hello, I created KPI's, games and so but I want to be able to see my KPI's and my tasks at the same time. Is this possible to display Motivator components in Zoho CRM home page ? Has someone any idea ? Thanks for your help.

    • Zoho developer edition does not work for us

      Hi Is anyone else having this problem? I'm signed in with our admin/super user account. When I click on the link on this page: https://www.zoho.com/crm/developer/docs/dev-edition.html I am asked to agree to Terms and Conditions. Clicking Agree to Terms

    • is zoho CRM down today ?

      Is zoho CRM down today ?

    • Export email adresses to email service provider (mailchimp or other)

      Hello, Is there a way to export a list of email adresses from a search in my Zoho Creator forms to an external email service (gmail, yahoo...) and initiate at the same time an email message that I will fill and send myself ? And what about Mailchimp,

    • is it possible to add more than one Whatsapp Phone Number to be integrated to Zoho CRM?

      so I have successfully added one Whatsapp number like this from this User Interface it seems I can't add a new Whatsapp Number. I need to add a new Whatsapp Number so I can control the lead assignment if a chat sent to Whatsapp Phone Number 1 then assign

    • Problem viewing document imported from google drive.

      Hello, When I add a document via my google drive, it is impossible to preview it. I get the error “Files without extensions cannot be previewed. Download to view this file”. Could you please help me? Also, and this is more of a question: is there a way

    • Launch Blueprint or Workflow Automation via Zoho Dataprep Import

      Greetings All, I'm curious - Is it possible to trigger a Blueprint or Workflow via Data Prep import? Thanks in Advance

    • Cross module filtering is now supported in CRM

      Editions: All DCs: All Release plan: This enhancement is being released in phases. It is now available in AU, JP, and CN DCs. Help resource: Advanced filters While the feature is being released in phases, you can also request for Early Access. Early Access

    • Posibility to add Emoticons on the Email Subject of Templates

      Hi I´ve tried to add Emoticons on the Subject line of Email templates, the emoticon image does show up before saving the template or if I add the Emoticon while sending an Individual email and placing it manually on the subject line. Emoticons also show

    • Bulk Delete Customer Contacts.

      Due to a config issue on my end (my fault), I have ALL contacts from CRM imported as contacts in Books. Some clients have 30+ contacts. Is there a funky way to bulk delete? Each contact has three clicks and a scroll to delete them.

    • Multiple domains for same username and password

      I've come across this situation the vault is currently suggessting the passwords autofill option by the domain. wondering whether is there any option to save one password for multiple domains since the microsoft login has two domains https://login.microsoftonline.com/

    • Introducing Bot Filtering for Accurate Email Campaign Analytics

      Dear Marketers, We're excited to announce a new feature designed to enhance the accuracy of your email campaign analytics: bot filtering. This feature helps you filter out bot-generated opens and clicks, ensuring your campaign reports reflect genuine

    • Option to specify or disable "Idle" times in preferences

      It seems strange to me that my Cliq shows me as "Idle" when I'm using the PC and available just because I haven't interacted with Cliq in a while.  I'm far from "Idle" so we're just treating "Idle" and "Available" to mean the same thing.  I'd like to suggest a setting to change the timeout or even disable the automatic "Idle" mode.

    • Link project tasks to tasks in CRM and/or other modules.

      Hello, I have created and configured a project in Zoho Projects with a set of tasks. I would now like to link these tasks (I imagine according to the ID of each one) to actions in the CRM: meetings, tasks, analytics). The aim is to link project tasks

    • Function #61: Automatically add free item to the invoice based on item quantity

      Hello everyone, and welcome back to another Custom Function Friday! During holiday seasons or special promotions, businesses offer deals like BOGO (Buy One, Get One), Buy 3 Get 1 Free, Buy 2 at 50% off, and much more to attract customers. These promotions

    • Regarding GST Report Issue in Zoho Books

      Hi, Right now, the very important point from my end is this Zoho Books issue. Here, you can see that we have created the invoice with the items of account sales and expenses. The journal is also correct. The profit and Loss statement is also correct.

    • Multiple Salesperson against an invoice

      Hello, Against a particular invoice, we have multiple sales people working. The reason we combine the invoice is becuase we are an exporter and often consolidate cargo for our customer to save them freight costs. How do I capture the contribution of each

    • Projectwise budget ---

      Can we have a Project wise subject in addition to the Monthly, and quarterly ACCOUNT LEVEL budget?

    • Looking back at Zoho Social's 2024: Highlights and memories

      Hey everyone, We hope you had a relaxing and joyous holiday season. Whether you're planning for the new year or still soaking in the magic of the season, we're here to share some exciting highlights from 2024 – a year that was fully packed with updates

    • BIN Locations

      Hi, I’m new to Zoho inventory and unless Im missing something, I cannot find BIN locations anywhere in ‘items’? please tell me it’s there somewhere?!? Thanks

    • Building a Zoho Extension for Webex CC - Handling URL Changes

      Hi everyone, I’m building a Zoho extension for Webex Contact Center (Webex CC) and facing an issue with handling URL changes. In telephony, I’ve set the URL of Webex CC to: https://desktop.wxcc-us1.cisco.com/ When this URL remains the same, everything

    • Remove County field from Customer Address input screen (or allow input to be deleted)

      We are in the USA and have just noticed that there is now a County field in the Customer Address input screen (and maybe other areas of Zoho Books, but this is the one affecting us at the moment). County is not important to our business, and in fact we

    • Bigin API Token Request ("invalid_client")

      Hi people, I tried to connect to the API without success, I've read all of the documentation multiple time and tried just about everything. I tried to do it with Python Request module and with Postman, passing the information through both the URL parameter

    • How to add a Data Updated As Of: dynamically in text?

      I need to add a "Data Updated As Of" in the dashboard to show when was the last date the data was updated. I tried to create a widget but it does not look really good, see below. Is there a way I can do this through the text widget and update it automatically

    • Shared Dashboard / Report Permissions : Read not Write

      hi all, We are missing a huge fonctionnalite in setting up Dashboards (and reports) on corporate level.  Currently, we can not set Read Permissions on share Dashboards (and reports) without giving write access as well When we create a corporate dashboard

    • Trying to catch error with ZOHO.CRM.HTTP.get (Response Code)

      Hello, I'm trying to get response header from ZOHO.CRM.HTTP.get, in order to catch error like 404 or something else but it seems that ZOHO.CRM.HTTP.get() method only returns the body of the response, and I see no way to access the headers returned. Is

    • Profile stitching with Zoho Marketing Automation

      When it comes to marketing, knowing who your audience is and tracking their interactions is vital. That's why Zoho Marketing Automation has taken a significant leap forward with its enhanced profile stitching feature. With this update, you can track your

    • GDPR

      Hi , I'm checking out the HIPPA capabilities and at the moment I can see only three modules that can be selected to enable HIPPA Any idea how I can add additional modules such as customers? TNX David

    • default task list for new project

      Is there any way to have a default task list already created in a project, when the project is created in Zoho Books?

    • Next Page