Guidelines to use Inbox based on network and type of interactions

Guidelines to use Inbox based on network and type of interactions

Here is a glossary and some guidelines to understand how different types of interactions are being acted upon in Zoho Social's Inbox for different social channels:
  1. Interactions are highlighted in bold when they are unread.
  2. Depending on the last activity time, the list view in your Inbox is updated.

  3. Self-comments aren't converted into interactions.    
  4. When an incoming message's connection has an earlier message that was closed within a 24-hour time frame, then the same interaction will be re-opened on receiving the new message.
  5. After the 24-hour time frame, if the status of the interaction is Open or Under Review, a message received from the same connection will be added to the same interaction and the time will be updated to the time when the latest message was received.
  6. After the 24-hour time frame, if the status of the interaction is Closed, a message received from the same connection will be treated as a new interaction. In this case, replying to the older interaction will be restricted and you will be redirected to the current open interaction.

Network specific restrictions and guidelines: 


  1. Comments received on your posts and ad posts, mentions of your profile on posts, first messages, and reviews received for your Facebook Page are converted into interactions.
    Comments received on ad posts are considered dark comments and are converted into interactions.
  2. Inline comments are updated in real time and do not require you to refresh your screen.
  3. When someone mentions you in their Facebook post, you won't be notified about the user profile's name. Instead, they will be specified as Facebook user by default, due to API limitations.
  4. Comments from the post in which you were mentioned can't be fetched due to API limitations, unless the comments are posted from Social's Inbox.


  1. Comments received on your post, mentions of your profile on posts and comments, and first messages are converted into interactions.
  2. When your profile is mentioned in a comment, the interaction will be considered as a comment and not a mention.
  3. When a connection creates a post mentioning you, the interaction will be considered as a mention.
  4. Comments from the post in which you were mentioned, and replies to comments in which you were mentioned, can't be fetched in Social due to API limitations. Only the comments posted from Inbox through Social can be displayed.
  5. Number of likes for the comments can't be displayed due to API limitations.

X(Formerly Twitter)

  1. Replies received on your X post, mentions of your profile, and first messages are converted into interactions.

Google Business Profile

  1. All reviews and questions received on your Business Profile listing will be converted into interactions.
  2. A user can only review a Business Profile listing once.
  3. Only the configured profile on Social can reply to the review.
  4. Once a reply is provided, another reply can't be added for the same review.
  5. A question can only be answered once.
  6. Updating a question isn't possible through Social due to API limitation


  1. Comments received on your videos are converted into interactions.
  2. Some comments are moderated by YouTube and as they are considered as inappropriate and will be held for review. These comments can either be approved or rejected after review. Until then, these comments are displayed with a warning and you can either approve or reject it.

  3. Only the approved comments are posted on YouTube; the rejected comments will be deleted.
  4. Only the moderated comments will be converted into interactions, spam comments won't be converted.

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