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

    • What's new in Zoho Social - Q2 recap

      Hello everyone, We’ve rolled out a bunch of updates in Q2, and we’re excited to walk you through them. Here’s a quick look at everything we released in April, May, and June to help you manage your social media presence more effectively. Threads updates

    • A LETTER TO THE UNSUNG HEROES OF THE INTERNET

      Dear social media marketers, this one’s for you… From the outside, it may look like you're just scrolling through feeds or switching between tabs. But we know better. Team Zoho Social sees the real story. We understand the challenges you face—and we’ve

    • 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

    • Recent Topics

    • [IDEA] Bring Layout - Conditional Rules and Client Scripts to Zoho Books

      The problem We run Zoho Books with two e-invoicing integrations: myData (Greek tax authority, AADE) and PEPPOL (EU e-invoicing). Between the two, our Invoice form carries a large number of custom fields — document type codes, VAT exemption categories,

    • Last four Digit field in Zoho Payment Received

      One of our client's payment received doc has Notes, Last four digit and Transaction ID fields set, I couldn't find api parameter for these fields in the documentation... when I checked the site, it's not custom fields as well. where do i find it, any

    • Automatically remove commas

      Team, Please be consistent in Zoho Books. In Payments, you have commas here: But when we copy and paste the amount in the Payments Made field, it does not accept it because the default setting is no commas. Please have Zoho Books remove commas autom

    • Show my cost or profit while creating estimate

      Hi, While creating estimate it becomes very important to know exact profit or purchased price of the products at one side just for our reference so we can decide whether we can offer better disc or not .

    • Cash Flow Forecast Dashboard in Zoho Reports

      I am exploring the capabilities of Zoho Reports and created a simplified Cash Flow Dashboard - http://db.zoho.com/ZDBDataSheetView.cc?DBID=97137000000016024 This is just a sample of the useful financial information for small businesses that can be created with this powerful business intelligence tool from Zoho.

    • Admin Logging in as another User

      How can a Super Admin login as another user. For example, I have a sales rep that is having issues with their Accounts and I want to view their Zoho Account with out having to do a GTM and sharing screens. Latest Update (27th April 2026): With the early

    • Zoho CRM Layout Rules: Nine New Actions, Profile-Based Execution, and Interactive Preview

      Hello everyone, Availability: This feature is now available for all users. We’re excited to announce powerful new enhancements to Layout Rules in Zoho CRM - a feature built to guide our teams through form-filling by showing the right information to the

    • Lookups and Custom Modules

      I created a Custom Module that I'm calling "Item Purchasing Group". This module will store information for groups of Items that must be purchased together (including minimum overall quantities and/or values, etc.). This will have a one-to-many relationship

    • can't access zoho account

      I can't log in to my zoho account, can you help me

    • Auto sync Photo storage

      Hello I am new to Zoho Workdrive and was wondering if the is a way of automatically syncing photos on my Android phone to my workdrive as want to move away from Google? Thanks

    • Has anyone integrated Zoho with Go High Level (GHL)? Looking for guidance

      Hi everyone, I’m exploring the possibility of integrating Zoho applications with Go High Level (GHL) and wanted to check if anyone in the community has experience with this. Specifically, I’m interested in understanding: Whether a direct integration is

    • Updating Unit Code for New Item Creation, Quote and Invoicing is so inconvenient

      The Zoho Team has implemented many updates, but these updates should be optional. Before rolling out any new feature, they should already have a solution in place that allows users to remove or disable it if they choose not to use it. Just yesterday,

    • Item/service subtotal

      Just discovered & really pleased that we can drag to re-order the line items in Sales orders & Invoices, a very nice feature which doesn't seem to be documented? It would be nice to be able to insert a subtotal as a line item to complete this great feature

    • Set Custom Icon for Custom Modules in new Zoho CRM UI

    • I want to prefill CRM Account information using the GSTIN of the Customer

      Currently i need to add account details manually in zoho crm and when it syncs in zoho books manual working needs to be done. Whereas in zoho books i can prefill the customer details using the GSTIN which is great feature. Can the same be enabled for

    • #5 Is This Actually The Right Tool For Me?

      Day 5: Before Meera brought six months of business history into Zoho Invoice, she stopped and asked herself a very sensible question: Is this actually the right tool for me? It is much easier to ask that now than after moving all your data. The Usual

    • Timesheet entry and comment on the actual timesheet

      Dear madam/sir, It would be really helpful if we could add an option to comment on a specific timesheet entry, after the employee logs a time-log. Would that be possible in the future? Or can you suggest another way to do this?

    • OpenAI Is Moving to the Responses API: Here's What It Means for SalesIQ

      OpenAI has deprecated its Assistants API and is moving to the Responses API. If you're using OpenAI Assistants with SalesIQ, you may be wondering if you need to make any changes to your existing setup. You don't. SalesIQ has already taken care of the

    • Need Native Support for docx files in Zoho Writer

      Absolutely love Zoho Writer, but often need to share files by email with people who are in the Office ecosystem. Downloading a file as docx, then sending it by email, getting the comments back, converting it to Zoho format, editing it, then converting

    • CRM integration issues

      hi Just start testing Campaigns. Read up on up on these issues but can not find an answer. I am super admin. 1) its only showing 1002 contacts, I have a 2500 plan which is confirmed in dashboard. I says it sync'd 1400. I've looked at missing contacts,

    • What's New in Zoho Expense: Integrated Business Travel and AI-Powered Expense Management

      This release brings a wide range of updates across Zoho Expense, including new AI-powered capabilities, enhancements to corporate cards, expense management, audits, and more. Keep reading to know how the new updates can transform your travel and expense

    • ChatGPT Plugin / MCP Server auth error

      Hi all I'm trying to connect the ChatGPT plugin for Zoho CRM but after username stage of the auth process, I get this error from the URL https://mcp.zoho.eu/mcp-client/ {"error_description":"Invalid request url, Request is not as per defined in oauth

    • Project Management Platforms for AI Agents: What Matters Most?

      Zoho Projects is already going beyond basic AI assistance with MCP, AI Bridge, and integrations that let AI models access project data and perform actions. That raises an interesting question: what should a project management platform for AI agents actually

    • Sync workdrive feature inside ZohoCRM

      Hi, I'm exploring the new workdrive/ZohoCRM connector released by Zoho to replace the free extension workdriveforCRM which is decomissioned https://marketplace.zoho.com/app/crm/zoho-workdrive-for-zoho-crm I'm rather upset with this long awaited feature,

    • Adding Custom Status Options in Work Order Action Menu

      Hello FSM Team, We would like to inquire if it is possible to add more custom options in the Work Order action/status dropdown (e.g., Cancel, Terminate, Non-Billable, Void, etc.). Currently, the available options are limited, and we are unable to customize

    • MTA - BAD IP reputation by outlook/hotmail

      Messages to Microsoft email servers are bouncing back due to poor reputation. Message: 4.7.650 The mail server [136.143.188.206] has been temporarily rate limited due to IP reputation. For e-mail delivery information see https://postmaster.live.com (S775)

    • Timesheet Task Icons

      In the image below which shows the task field drop down when creating a timesheet against a project and task. What do the icons mean the the right side column against each task? I can't find any documentation or guide that explains what the no entry sign,

    • Open Records in a New Browser Tab

      Hi FSM Team, Just a suggestion: It would be helpful to have a right-click → Open in New Tab option in FSM, similar to CRM. This should ideally work for any clickable record or module, allowing users to open multiple records in separate tabs without losing

    • Facturation électronique 2026 - obligation dès le 1er septembre 2026

      Bonjour, Je me permets de réagir à divers posts publiés ici et là concernant le projet de E-Invoicing, dans le cadre de la facturation électronique prévue très prochainement. Dans le cadre du passage à la facturation électronique pour les entreprises,

    • Marketing Tip #18: Make your online store mobile-friendly to improve traffic

      Most online shoppers browse on their phones first. If your store is hard to read, slow to load, or tricky to navigate on mobile, they’ll bounce fast. A mobile-friendly store doesn’t just look nice; it improves engagement, reduces drop-offs, and helps

    • Cannot add note to record on mobile

      In the latest version of the mobile app - if a record already has notes associated with it - you can add a note via the mobile app - if a record does not have previous notes there is no way to add a new one - it allows me only to send email

    • Custom color coding for your entities

      Our brains are fine tuned to recognize colors before any text or shapes, making color coding a powerful tool to organize data and find items quickly. Color coding of our day-to-day work help with quickly processing the information, reducing cognitive

    • The Social Wall: August 2026

      Hello everyone. Welcome to the August 2026 edition of The Social Wall. This month, we're bringing you updates that make it easier to reach your audience, manage more channels, and streamline your publishing workflow. Here’s what’s new. WhatsApp bulk messaging

    • Check out in Meetings

      Why there is no check out in Meetings of Zoho CRM, very difficult to track

    • How do I get to "Admin Panel"

      I just started a Cliq account. I am the sole administrator. As I read the documentation, I keep seeing reference to an "Admin Panel". I see no way to access this from my Cliq account. How do I access this panel?

    • 【初開催！ オンライン】Zoho Campaigns メール配信の基礎・活用勉強会を開催します！ 10/15 参加無料

      ユーザーの皆さま、こんにちは。 Zoho コミュニティグループの中野です。 Zoho ユーザーコミュニティ初となる、メールマーケティングをテーマにしたオンライン勉強会を開催します！ ▶︎イベント詳細・参加登録はこちら 今回取り上げるサービスは「Zoho Campaigns」です。 「Zoho CRMとZoho Campaignsのどちらからメールを配信すればよいか分からない」 「一斉配信はできるようになったけれど、現在のリスト管理や設定が正しいか不安」 「メールを送るだけで終わり、配信後の改善につなげられていない」

    • Marketing Tip #46: Run flash sales the right way

      A flash sale can do a lot for your store. It can clear slow-moving inventory, spike revenue on a slow day, or reward your most loyal customers. But if done carelessly, flash sales can backfire. Customers start expecting discounts, stop buying at full

    • Introducing Smart Fields in Zoho Forms

      Hello form builders! We are excited to introduce Smart Fields in Zoho Forms - a faster way to add calculations to your forms without writing formulas. Instead of creating multiple fields and configuring complex calculations yourself, you can now drag

    • Checkbox not displaying correctly in subform

      Greetings: I have shared my app (wv) with support.  I am having problems with a checkbox field not displaying correctly in a subform.  The main form is called volunteers and the subform is called volunteers_subform.  The field in question is called roles. When you access the subform by itself the checkbox lookup displays as checkboxes.  But when you view it in the main volunteers form, it displays as a multi-select dropdown instead.   I have attached jpegs showing the difference.   Any thoughts?

    • Unbundle feature for composite items

      We receive composite items from our vendors and sell them either individually or create other composite items out of them. So, there is a lot of bundling and unbundling involved with our composite items. Previously, this feature was supported in form

    • Next Page