Set Inbox Preferences
You can organize your Inbox by setting and modifying certain actions, automations, and preferences under Settings -> Brand Settings -> Inbox Preferences.
Reply and Close
Enabling this setting will ensure that an interaction will automatically move to the Closed status once you've replied to it. So, if the same user tries to continue the conversation after this, you will receive it as a new interaction on your dashboard.
You can also check or uncheck this feature at the bottom of every individual interaction.
- For messages, it will take 24 hours for the interaction to be considered as closed. Until then, you will receive messages from the particular user under the same interaction ID and in the same window.
- For other types of interactions, the setting will be enabled right away. The next interaction will be in a new window.
Muted Users
All the users who have been muted are displayed here. You will not be notified and will not receive any interactions from these users in your Inbox. You can also unmute a user by removing them from this list.
Mark Interaction as spam using keywords
To prevent your Inbox from flooding with spam messages, you can automate the action of marking interactions as spam. Define and add keywords that will appropriately classify an interaction as spam. So the next time you receive an interaction with the mentioned keywords, it will automatically be sent to spam without your intervention.
For example, you can define keywords like 'exclusive deal' or 'free access' to save yourself time from checking these emails and them finding them to be unimportant.
Archive interactions
You can automatically archive interactions if you've not performed any action on them, and they have been closed in the past 90/120 days by choosing accordingly here.
Clear archived interactions
You can choose to permanently clear the interactions that have been been archived for the past 15/30 days from your Inbox.
Assignment Rules
Assignment rules can be set inside Social to automate the process of assigning interactions to people in your team. This will save you the time and confusion of assigning the interactions within your team manually every time you receive them.
It consists of the following steps:
- Specifying the rule criteria: These are the conditions that can be specified based on which the interactions will be assigned to your team members. Social lets you set up these conditions based on the Channel such as Facebook, X, LinkedIn or the Type of interaction be it a comment, reply, message, review, @mention, and so on.
- Specifying the assignment rule type: You can choose to assign the interactions to your team members in two ways.
- Direct Assignment: This lets you select the member to whom the interactions will be assigned for the specified criteria automatically.
- Round Robin: This option allows you to assign the interactions to all members, selected members, or to members based on their roles. Also, the round robin pattern of assignment ensures that interactions are split equally and assigned among the team members. This is done by assigning each new interaction to a different member until all of them are assigned the same number of interactions, and the cycle repeats.
To create an assignment rule
- Navigate to Setting > Brand Settings > Inbox Preferences > Automation.
- Click Create New Rule.
- Provide the details like the Rule Name and a Description for your reference.
- In the Rule Criteria section, do the following:
- Select Match ANY of the conditions or Match ALL of these conditions.
- Select the appropriate criteria from the drop down list.
- Click + Add to add more criteria.
- Choose Direct Assignment and select the members from the Assign Interaction to drop down list in the Assignment Rule Type section.
- To assign based on Round Robin, do the following:
- Select Round Robin in the Assignment Rule Type section.
- In the Assign Interaction to section, you can select one of the following options:
- Select All Members to assign interactions to all members in Zoho Social.
- Choose Select Members and the users from the drop down list.
- Choose Role-based members and select an appropriate Role from the drop down list.
- Click Save.
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