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

    • Work Orders / Bundle Requests

      Zoho Inventory needs a work order / bundle request system. This record would be analogous to a purchase order in the purchasing workflow or a sales order in the sales cycle. It would be non-journaling, but it would reserve the appropriate inventory of

    • Izettle or Sumup Integration for Zoho Books.

      The Stripe & Square clearing works great in Zoho Books. Any further integrations planned in the future for Izettle or Sumup? These card processors are very common for taking payments with a card reader.

    • Train Zoho Answer Bot Based on Customer

      Hi all, Is it currently possible to mark Help Centre articles to a specific customer, and restrict the answer bot to only use relevant information if it is either marked as "General", or tagged for the specific customer in question? We currently have

    • Detailed list of scoring rules in Zoho CRM

      Good morning Zoho community, warm greetings The reason for my message today is that I have a problem with my CRM, which I will explain below: Our organization has scoring rules designed to rate our potential customers or leads in the application based

    • Trying to access records in a custom module in Zoho Desk and not having luck

      I've built a custom module in Zoho Desk and am using a custom function to query the records in the module and I'm not having any luck. The only way I have found to retreive a record is by getting it by its recordID (the long zoho assigned one). The function

    • Composite items inside of composite items; bill of materials needed

      Hi Zoho and Everyone, I am evaluating whether Zoho Inventory will work for my small business. I grow and harvest herbs and spices but also get from wholesalers. I use all these items to make herbal teas, but also sell them as individual items on my Shopify store and Etsy. I discovered the composite item bundling and am wondering if I could get some assistance since there is no bill of materials: Our herbal company's best selling tea is a sleepytime tea. Sleepytime Tea can be purchased in three weights

    • ZOHO Books Smart Accounting Software for Travel Agency

      Dear Travel partner, Contact for Travel Agency Accounting Setup & Training Vansh Travel (ZOHO Books Authorised partner) Email: info@vanshtravel.com Mo: +91 98984 95155 Please find PDF   

    • 452 Mailbox delivery restricted by policy error

      We have been testing Zoho desk for about a week now and have been forwarding emails in via an Exchange Online Mail flow rule without issue until yesterday. Suddenly yesterday morning we started getting the vast majority of the emails stuck in Pending

    • Send Email reply on behalf of Agent

      Hi, When using the send email reply via the API I can set the reply on behalf of the customer by using impersonatedUserId in the header of the API call. Is there a way to do this for Agents too? I need to be able to send an email reply on behalf of an

    • Sharing Tickets to a team within a department

      Hi there, We have a need for one department to be able to share tickets to a specific team within a department, I'm wondering if this is possible? All the shared tickets are going into the 'Shared Tickets' view for the whole department but is there a

    • Removing To or CC Addresses from Desk Ticket

      I was hoping i could find a way to remove unnecessary email addresses from tickets submitted via email. For example, a customer may email the support address AND others who are in the helpdesk notification group, in either the TO or CC address. This results

    • Do not use isnull()

      Does not always return booleans. Can also return null. Never use this function. Just use var==null instead.

    • Organization wide Account and Contacts Visibility/Sharing Capabilities?

      Has anyone figured out a way to make visibility or sharing of Accounts and Contacts to be available across the entire organization without having to have every individual user edit their Sharing permissions? For our sales folks they need to be able to

    • Is there a way to configure dark mode for Campaigns emails that go out to customers?

      I've found a lot of information on how to configure dark mode for my (The user) personal Zoho workspace and email, but is there any way to edit dark mode settings on emails that we send out to customers via campaigns?  We sent out a test email the other

    • When Does WorkDrive integrate with Books?

      When Does WorkDrive integrate with Books?

    • How do I import Connected Records for a Deal?

      Can you point me to an example of the CSV file that would add related records to an existing CRM Deal? I imported a Deal, then tried importing a connected record using a unique ID that references the Deal ID, but it doesn't attach it to the Deal rec

    • FSM integration with Books

      Hi, I have spent a few months working with FSM and have come across a critical gap in the functionality, which I find almost shocking....either that, or I am an idiot. The lack of bi-directional sync between Books and FSM on Sales Orders/ Work Orders

    • How to close an estimate ?

      Hello, I have created estimates, and converted them to invoices to get 50% payment. Now I have 2 cases where the estimate stills shows status partially invoiced, however: 1. for one of them, project stopped half way, so the remaining part will never be

    • Power up your Kiosk Studio with Real-Time Data Capture, Client Scripts & More!

      Hello Everyone, We’re thrilled to announce a powerful set of enhancements to Kiosk Studio in Zoho CRM. These new updates give you more flexibility, faster record handling, and real-time data capture, making your Kiosk flows smarter and more efficient

    • How do you print out the invoices comments

      I have some invoices where i need to print out the comments that show when reminders and etc were sent how do we print those out in Zoho Books.

    • Unable to load a specific image

      Hi I am trying to upload an svg file, which reports that there is "a problem with the file", but does not say what sort of problem. I can't find anything which says which files are supported, so it may be it does not support svg. (which would be a real shame) The file itself will open in either Firefox or Chrome without problem. For the moment I am using a png file, which does not zoom well of course. David

    • Why does the Address field show the wrong map location even with a correct Pincode?

      I am noticing an issue with the Address field map in Zoho Creator. When I enter a city name that exists in multiple locations within the same state, the map sometimes points to the wrong area even if I have entered the correct Pincode. Currently, it seems

    • Uploaded files are not included when using "Include user submitted data" in Email Notification

      In Send Email notification workflow in Zoho Creator, there is an option called "Include user submitted data" which allows the email to contain all the form submission details. However, when this option is enabled, files or images uploaded through File

    • Books <-> CRM synchronisation with custom Fields

      Hello, We are synchronising Books Customers with CRM Accounts. In CRM Accounts I set up last year a "segments" multiselect field shown below In Books, I set up a custom multi-select field with the same value as in the CRM And set up the synchronisation inside Books. Want to synchronise the Books Segments with the CRM Segments, but the later doesn't exist, and another non-existing is there ?! First, I don't understand where the field Segmentation is coming from. Second, I set CRM Segmentation to sync

    • CRM x WorkDrive: We're rolling out the WorkDrive-powered file storage experience for existing users

      Release plan: Gradual rollout to customers without file storage add-ons, in this order: 1. Standalone CRM 2. CRM Plus and Zoho One DCs: All | Editions: All Available now for: - Standalone CRM accounts in Free and Standard editions without file storage

    • Archive Option in Conversation View

      Hello, I have a suggestion\request to add an "Archive Thread" button in conversation view of Zoho Mail. The best suggestion I have is to put an "Archive Thread" button next to the "Label Entire Thread" button in conversation view. Most users don't just

    • Outlook/Hotmail Blocking Zoho SMTP IPs (S3150)

      We are currently facing a serious deliverability issue with Zoho SMTP while sending transactional OTP emails for our production application. Emails sent to Outlook / Hotmail addresses are being rejected with the following error: 550 - 5.7.1 Unfortunately,

    • Outlook is blocking incoming mail

      Outlook is blocking all emails sent from the Zoho server. ERROR CODE :550 - 5.7.1 Unfortunately, messages from [136.143.169.51] weren't sent. Please contact your Internet service provider since part of their network is on our block list (S3150). It looks

    • Track Marketing Automation Campaigns in Zoho CRM

      Hello, I've been searching but haven't found the exact answer to this question. I am looking to track Marketing Automation email campaigns and activities inside of Zoho CRM. Use Case: Action: Prospect Submits A Lead Form Outcomes: Prospect created in

    • Zoho Social API for generating draft posts from a third-party app ?

      Hello everyone, I hope you are all well. I have a question regarding Zoho Social. I am developing an application that generates social media posts, and I would like to be able to incorporate a feature that allows saving these posts as drafts in Zoho Social.

    • Temporarily rate limited due to IP reputation.

      We have suddenly started receiving the following Mail Delivery Status Notification: Diagnostic-Code: 4.7.650 The mail server [136.143.184.12] has been temporarily rate limited due to IP reputation. For e-mail delivery information, see https://aka.ms/postmaster

    • Incorrect Functioning of Time Logs API (Version 3)

      We need to fetch the list of time logs for each task for our company internal usage. We are trying to achieve it by using the next endpoint: https://projects.zoho.com/api-docs#bulk-time-logs#get-all-project-time-logs Firstly, in the documentation the

    • IMPORTANT: It doesn´t search for letters with portuguese characters.

      Some of my articles have for example the word "vídeo". But if I search for "vídeo" it doesn´t find them. If I search for "video" it does find them. Idealy, it should find the articles either way. But if I have to choose, it would be better to find the

    • IMPORTANT: It doens´t show full article name on search - Should add line break

      When we search for articles, it doesn´t show the full name. There should be a line break so the user can see the full article name, otherwise the user can´t know if that´s the article he/she is looking for. This is very important, otherwise the user has

    • Zoho Books - Payment Gateway - Revolut

      Hi Books Team, My feature request if to include the popular platform Revolut as a payment collection option on invoices in Zoho Books. Please upvote if you are also looking for this option.

    • Zoho Books | Product updates | January 2026

      Hello users, We’ve rolled out new features and enhancements in Zoho Books. From e-filing Form 1099 directly with the IRS to corporation tax support, explore the updates designed to enhance your bookkeeping experience. E-File Form 1099 Directly With the

    • Kaizen #233 - Generating AI-powered Follow-up Emails Using CRM Functions and Widgets

      Hey everyone! Welcome back to another interesting post in the Kaizen series! Sales teams regularly capture interaction notes in CRM after speaking with prospects. However, drafting a follow-up email that reflects the conversation context can be repetitive

    • Connect Bank in Zoho Books

      Can I connect UOB or Ariwallex in Zoho Books?

    • Using MPN across multiple SKUs and inventory tracking

      I have several different SKU's that share a common MPN and would like to track inventory by MPN. SKU1 has MPN1 assigned SKU2 has MPN1 assigned Here is an example If I start with 5 of MPN 1 in stock I want each SKU1 and SKU2 to show as 5 in stock, If I

    • Extend Zoho Canvas Customization to Zoho Creator Forms and Reports

      Currently, Zoho Canvas allows users to design and customize the UI of Zoho CRM modules with a much better visual experience. This helps organizations create cleaner layouts, improve usability, and design interfaces that match their workflows. However,

    • Next Page