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

      • 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

      • A decade together - Thank you for being a part of the journey with Zoho Social!

        A decade ago, we started Zoho Social with a simple vision: to make social media management easier, smarter, and more impactful for your business. What began as a small idea has grown to a powerful platform that helps businesses across the globe reach

      • 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

      • 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,

        • Recent Topics

        • Admin asked me for Backend Details when I wanted to verify my ZeptoMail Account

          Please provide the backend details where you will be adding the SMTP/API information of ZeptoMail Who knows what this means?

        • Zoho Desk - Upsert Ticket

          Hi Desk Team, It is common to request more information from end-users. Using forms is a great way to ensure all the required information is collected. It would be great if there were an "upsert" option on the Zoho Form -> Zoho Desk integration which would

        • All new Address Field in Zoho CRM: maintain structured and accurate address inputs

          The address field will be available exclusively for IN DC users. We'll keep you updated on the DC-specific rollout soon. It's currently available for all new sign-ups and for existing Zoho CRM orgs which are in the Professional edition. Latest update

        • Client Side Scripts for Meetings Module

          Will zoho please add client side scripting support to the meetings module? Our workflow requires most meeting details have a specific format to work with other software we have. So we rely on a custom function to auto fill certain things. We currently

        • Introducing Multiple Sandbox Types and Support for Module's Data Population

          Register here for the upcoming Focus Group webinar on Multiple Sandbox | Help documentation to learn more about the new enhancements Hello everyone,  Sandbox in CRM is a testing environment for users to create and test new configurations like workflow

        • Creator Offline

          We had online access setup and working on our iphones. We have just set it up on an 'Android Tablet' and it is not downloading all the images? We use it to show customers our catalogue. Any ideas. Offline components all setup on both devices

        • Updated font library: New font styles and custom font options in Zoho Sheet

          Zoho Sheet's font library now supports 500+ font styles in 60+ languages! The updated font library is stacked with new font styles, and some of the previously available font styles have been replaced with equivalent options. There are two ways you can

        • Enable or disable any Field Rule!

          Hello Zoho Forms Community, We are excited to announce a powerful new enhancement to Field Rules that gives you greater control and flexibility in managing your form logic! Previously, if you wanted to temporarily deactivate a field rule, you had two

        • Marketing Tip #20: Increase traffic with strong meta titles and descriptions

          Meta titles and descriptions are what people see first on search results before they ever click through to your website. If your pages use generic titles or basic descriptions, you miss the chance to stand out, and search engines may not know which page

        • Kanban view on Zoho CRM mobile app!

          What is Kanban? The name doesn't sound English, right? Yes, Kanban is a Japanese word which means 'Card you can see'. As per the meaning, Kanban in CRM is a type of list view in which the records will be displayed in cards and categorized under the given

        • Not able to delete a QC nor able to revert or create a cycle of manufacturing for QC failed Jobs

          Not able to delete a QC nor able to revert or create a cycle of manufacturing for QC failed Jobs

        • Dheeraj Sudan and Meenu Hinduja-How do I customize Zoho apps to suit my needs?

          Hi Everyone, I'm Meenu Hinduja and my husband Dheeraj Sudan, run a business. I’m looking to tweak a few things to fit my needs, and I’d love to hear what customizations others have done. Any tips or examples would be super helpful! Regards Dheeraj Sudan

        • is there any way to change the "chat with us now" to custom message?

          is there any way to change the "chat with us now" to custom message? I want to change this text

        • Deprecation Notice: OpenAI Assistants API will be shut down on August 26, 2026

          I recieved this email from openAI what does it means for us that are using the integration and what should we do? Earlier this year, we shared our plan to deprecate the Assistants API once the Responses API reached feature parity. With the launch of Conversations,

        • Capture Last check-in date & days since

          I have two custom fields on my Account form, these are "Date of Last Check-In" and "Days Since Last Contact" Using a custom function how can I pull the date from the last check-in and display it in the field "Date of Last Check-In"? and then also display the number of days since last check-in in the "Days SInce Last Contact" field? I tried following a couple of examples but got myself into a bit of a muddle!

        • Subscriptions for service call

          So we install products and we want to offer a service contract for the customers yearly service calls to be billed monthly. So ideally at some point we want to email them a quote for their needs. WE will choice it our end based on the equipment. It would

        • Delay in rendering Zoho Recruit - Careers in the ZappyWorks

          I click on the Careers link (https://zappyworks.zohorecruit.com/jobs/Careers) on the ZappyWorks website expecting to see the job openings. The site redirects me to Zoho Recruit, but after the redirect, the page just stays blank for several seconds. I'm

        • How to add interviews through API

          I'm trying to add an interview without much luck. The documentation gives examples of adding just about everything except an interview. However, the issue might be the way I'm formatting it, because the documentation is unclear to me. It seems as if the xml should be passed in the url, which seems unusual. I've tried the data as both plain and character escaped, but nothing seems to work, nor do I even get an error response. https://recruit.zoho.com/recruit/private/xml/Interviews/addRecords?authtoken=***&scope=recruitapi&version=2&xmlData=<Interviews> <row

        • Connection to other user

          Zoho Cliq handles sharing of Custom OAuth Connections that require individual user logins.

        • How to invite friends on other social media platforms to one of my group chats in arattai?

          Hello, I have formed chat groups in arattai. I want to invite my friends on other social media platforms like WhatsApp/ FB to one of my groups. Different friends would be invited to different groups. How to share an invite link of one of my groups to

        • Cliq does not sync messages after Sleep on Mac

          I'm using the mac app of Cliq. When I open my mac after it was in sleep mode, Cliq does not sync the messages that I received. I always have to reload using cmd + R, which is not what I want when using a chat application.

        • Bookings duration - days

          Hi team, Is there any way to setup services/bookings that span multiple days? I am using Zoho Bookings for meeting room bookings. Clients may wish to book a room for more than one day, for up to a month.  If not, is there a plan to allow services to be setup with durations of Days as well as hours and minutes? Many thanks, Anna.

        • Set expiration date on document and send reminder

          We have many company documents( for example business registration), work VISA documents. It will be nice if we can set a expiry date and set reminders ( for example 90 days, 60 days, 30 days etc.,) Does Zoho workdrive provide that option?

        • Analytics : How to share to an external client ?

          We have a use case where a client wants a portal so that several of his users can view dashboards that we have created for them in Zoho Analytics. They are not part of our company or Zoho One account. The clients want the ability to have user specific,

        • Payroll and BAS ( Australian tax report format )

          Hello , I am evaluating Zoho Books and I find the interface very intuitive and straight forward. My company is currently using Quickbooks Premier the Australian version. Before we can consider moving the service we would need to have the following addressed : 1.Payroll 2.BAS ( business activity statement ) for tax purposes 3.Some form of local backup and possible export of data to a widely accepted format. Regards Codrin Mitin

        • Zoho Desk API - Send Reply to CUSTOMERPORTAL

          Hello! I'll try to send a reply to Customer Portal, But the response is 500 (INTERNAL_SERVER_ERROR in service response). {"Error":"{\"errorCode\":\"INTERNAL_SERVER_ERROR\",\"message\":\"An internal server error occurred while performing this operation.\"}"}

        • Python - code studio

          Hi, I see the code studio is "coming soon". We have some files that will require some more complex transformation, is this feature far off? It appears to have been released in Zoho Analytics already

        • Issue with open-rate reporting in Zoho Campaigns

          Hello, Since yesterday I’ve been experiencing an issue with the open-rate reports in Zoho Campaigns. The campaigns I send appear in the reports as if none of the emails have been opened, even though I know they have. To verify this, I replicated the campaign

        • Best practices for managing Project Charters, Business Case and RAID logs within Zoho?

          Hello everyone, I’m currently refining our PMO setup within Zoho Projects and I’m curious how others are handling high-level governance documentation. We’ve been using the standardized Project Charter, Business Case and RAID frameworks from projectmanagertemplate.com

        • Is It Possible to Convert a Custom Module to a Quote?

          I recently created a custom module in our CRM environment for RFQs so that our sales team can submit quote requests directly in Zoho rather than by email/phone. This allows for a cleaner overall process, minimizing potential errors and potentially encouraging

        • Proposal: Actionable API Error Messages to Reduce Support Ticket Volume

          I've encountered a long-standing frustration with how Zoho Creator's API communicates errors to developers, and I'm hoping the Zoho team can address this in a future update. This issue has persisted for over 9 years based on community discussions, and

        • Allocating inventory to specific SO's

          Is there a way that allocate inventory to a specific sales order? For example, let's say we have 90 items in stock. Customer 1 orders 100 items. This allocates all 90 items to their order, and they have a back order for the remaining 10 items which could

        • Closing the Loop: Why Lookup Asymmetry is Harming Data Integrity in Creator

          TL;DR: Lookup fields allow users to add new related records inline via the "+" icon, but there's no equivalent ability to edit an existing related record without navigating away and losing form context. Adding a native "Edit" icon—with automatic User

        • Add the ability to Hide Pages in Page Rules

          Hi, We have Field Rules to show and hide fields and we have page Rules, but we can't hide a page in Page Rules so it isn't completed before the previous page (And then have the Deny Rules to prevent submitting without both pages completed), we can only

        • using the Client script on the load of the form if service no is empty means then i want to make issue relate to is Service

          using the Client script on the load of the form if service no is empty means then i want to make issue relate to field is Service if Purchae no is empty means then i want to make issue relate to is Purchase

        • Changes to the send mail Deluge task in Zoho CRM

          Hello everyone, At Zoho, we continuously enhance our security measures to ensure a safer experience for all users. As part of our ongoing security enhancements, we're making an important update on using the send mail Deluge task in Zoho CRM. What's changing?

        • Work Order wont mark as Completed

          I have a couple of work orders that won't mark as completed even when I've marked the Service Appointments as completed fully.

        • Item name special charaters <>

          Im trying to input speical characters such as < and > into item name and item description but comes up with following error: Invalid value passed for Item Name and Invalid value passed for Item Description How do i allow speical characters?

        • Zoho Analytics Dashboard - How to hide the user filter

          I am using the same dashboard template across different external clients and applying a user filter to the data by site URL. How can I hide the user filter in View Mode so the external client won't see the list of other clients in the drop-down menu?

        • Customer Parent Account or Sub-Customer Account

          Some of clients as they have 50 to 300 branches, they required separate account statement with outlet name and number; which means we have to open new account for each branch individually. However, the main issue is that, when they make a payment, they

        • Next Page