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.

• Topic Participants

• Arun Kumar V

  

• Alwin

  

• Favour Ayidu

• Sarath R

  

• Yaali Bizappln Solns

  

• Sticky Posts

• 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

• 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

• 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,

• Edit images on Zoho Social

  Hello customers,   We're here to talk to you about an exciting update for Zoho Social that will make your social media posting a breeze. We know how much of an inconvenience it is to make last-minute changes to an image that you want to post or to resize

• Recent Topics

• New permissions for accessing emails sent via Zoho CRM

  Last modified on Nov 4, 2024: Permissions for accessing emails sent via Zoho CRM have now been extended to the IN DC. With this rollout, the feature is now available to all users across all DCs. Resources: Data sharing for emails, Configuring email compose

• is it possible to add more than one Whatsapp Phone Number to be integrated to Zoho CRM?

  so I have successfully added one Whatsapp number like this from this User Interface it seems I can't add a new Whatsapp Number. I need to add a new Whatsapp Number so I can control the lead assignment if a chat sent to Whatsapp Phone Number 1 then assign

• Request for Alerts on Workflow and Function Changes.

  I want to get an alert whenever a new workflow or function is added or an existing workflow or function is edited. Is there any way to do that? I need to log all changes whenever updates are made or new ones are added.

• Transfer Amount from One Vendor to Another Vendor

  One of the vendors, who has a balance with us, has closed the business and has started a new business; Now he wants me to transfer the outstanding from the old account to the new Vendor Account. I am trying to do this using Payment Settlement a/c, But

• How to make Branch compulsory in Zoho Books invoice?

  How I make Branches compulsory in Zoho Books invoice?

• Regarding GST Report Issue in Zoho Books

  Hi, Right now, the very important point from my end is this Zoho Books issue. Here, you can see that we have created the invoice with the items of account sales and expenses. The journal is also correct. The profit and Loss statement is also correct.

• Default Ship To Address on Purchase Orders cannot be different than Organization Address

  Our organization address is not where we want shipments delivered, it is just a mailing address. We would like to change the Ship To address on our PO's so that by default it is our warehouse (not the mailing address). I understand that when creating

• Function #57: Automatically group items in invoices based on categories

  Hello everyone, and welcome back to our series! As a business expands and new product lines are launched, it becomes important to organize the items for better inventory management. The Category field in Zoho Books helps here by allowing you to add and

• Differences between Zoho Books and Zoho Billing

  Without a long drawn out process to compare these. If you were looking at these Books and Billing, what made you opt for one and not the other. Thanks

• unable to import transactions into zoho books

  I download a csv with separate columns for deposit and withdraw. The sample has zero's in the blank spaces so I ensure mine does too. When I try to import it says the fields must have values greater than zero.

• Zoho Forms Unable to Save Account Numbers with a Leading Zero

  We are using Zoho Forms to for rental applications. It is working well, except for one thing:  when a user enters their bank account information, and that account number actually starts with a ZERO (like 00123456) the Zoho form will return the value without

• How to include GST% in PO amount?

  Currently when I raise PO, the basic price of the item is used. However, the GST is not calculated and added along with the basic amount. I have added a Custom field for GST in the PO but I need Zoho Inventory to calculate the GST amount and add it with the Basic price to give me the final PO price.

• sitemap in zoho sites not updating

  I checked my sitemap and it has not added any updates. Do I have to generate one manually all the time or is zoho sites suppose to generate and update it?

• I trying to connect our PM tool but API shows failure

  Hi All, in ZOHO CRM when an enquiry stage is moved to WON then I have created a rule to trigger POST URL to thrid party AP and then create a function for mapping with below code void automation.kytesfunctions(String enquiryId) { // Fetch enquiry details

• Sample Ticket - Created from Bot Preview

  Why is Zoho desk adding bot created tickets?

• Webhook data is not being received

  We’ve set up the webhook with a public URL that returns a 200 status on Postman. However, when we ran a test, we didn’t receive anything in the req.body object or see any data from the POST request. As a team of freshers still learning the ropes of development,

• Number of Workflow runs

  Is there a way in Zoho desk to see statistics regarding workflows, rules and other automation objects? Would be nice for several reasons: You could ensure that your workflows are actually running. You could determine which ones weren't being used so you

• Mail is no longer populating CRM contacts

  Hi! For the last few days, my mail hasn't been populating my CRM contacts. Even people I email multiple times per day. In fact, it keeps trying to send mail to myself. Notice, I started typing Amy and only got as far as, "Am" and it suggested myself.

• Zoho Support is indeed shocking and difficult to get a response with

  All our business emails have an auto-foward set up on them so that they also go to our GMAIL accounts so that we receive them to the relevenat people. The emails are indeed auto forwarding and arriving to our GMAIL accounts but when you log into your

• How to get a list of selected records into a button-function? Here is how!

  So, you might know already how to get a button on a page somewhere and perform actions with a function when pressed, but how about a button that only works with the records you selected in the list view? The button selected is a custom button in the modules

• How to Add Break line / Return on button click

  I need to return the text concate with difference field from lead with line break i try "\r" ,"\n" "<br>" return "ali \r\n <br> baba"; None of above work.  i expected result something like this  ali baba but got this  ali \r\n <br> baba so, how can i

• How to get batch number of item by api?

  Hi there, Is there any way to get batch number of item by api? Batch number is the batch reference number in https://www.zoho.com/inventory/help/advanced-inventory-tracking/batch-tracking.html . When I call the https://www.zoho.com/books/api/v3/#Items_Get_an_item

• Announcing new features in Trident for Windows (v.1.18.6.0)

  Hello Community, Trident for Windows is here with some new features to elevate your workplace communication. Let's take a quick look at what's new. Ask and send read receipts for emails You can now request read receipts for specific emails while composing,

• Increase subscription prices for existing subscriptions

  Hi, Does anyone know how we could achieve the ability to increase the subscription fee for our existing customers based on a % increase. We are not yet using Zoho Billing (Subscriptions) and I'm not sure if it is a good fit for us. But we would need to

• Why developing custom function development made so difficult for Zoho Projects!!

  Hi Zoho Team, I am trying to write function to automate a process but whatever API name or Column Name I use, the API isn't populating certain fields. Even the standard fields aren't getting populated through API. It's already exhausting to find all API

• Data not visible in sheet cells

  I'm having an issue where my data is not visible in my sheet cells. If I click on an individual cell, the data does display above in the little "fx" box. But all the boxes in the sheet just look blank. My collaborators do not have this issue. I have checked

• Function #20: Custom calculation in item table of invoices

  When you create an invoice in Zoho Books, the 'Amount' of a line item is typically calculated as the product of the "Quantity" and the "Rate" of the item. For instance, if an item has a sales rate of $50 and a quantity of 5 is sold, then the amount would

• PO receive limitations

  It is VERY common to receive more or less that the PO quantity. It's totally ludicrous to limit the maximum receive to the PO quantity! What if the receive is 0.00001 less than the PO quantity - it leaves the PO as "Partially received" The current options are to edit the PO manually before finalizing the receive, an outrageous situation ! Please Zoho guys - this is an infuriating oversight & can be easily resolved by introducing the option as shown in the attached document ......

• Why don't we have better integration with Mercado Pago or Pagseguro?

  Currently, the integration between Zoho Commerce and Mercado Pago for Brazil is very poor... Since it is old, it does not include the main payment method in Brazil today, which is PIX. Is there a date for this to finally be launched? There are numerous

• Why is there no integration with native Brazilian shipping methods?

  Zoho Commerce is a powerful platform for e-commerce, but its lack of integration with native Brazilian shipping solutions is a significant limitation for users in Brazil. Integrating with popular shipping providers like Correios, Frenet, and Kangu would

• Alert for Back Navigation in Zoho Creator Widgets on Mobile Apps

  In Zoho Creator widgets, when a user navigates back on mobile devices, the data within the widget is reset. This leads to a loss of any unsaved changes or inputs, causing frustration for users. To enhance user experience, we need to implement a confirmation

• Mapping Zoho Projects into Cliq Channels

  why arent all the Zoho Projects listed from the drop down menu when trying to Map them into Zoho Cliq Channels. The system doesnt allow me to type the name of the project but gives a drop down of a list of projects however it doesnt give me a list of

• Input GST Reversal for damaged goods

  In our line of business, some items are damaged and we are doing inventory adjustments to remove them from stock. However, as per GST guidelines, there is a specific rule that we have to reverse Input GST availed for such items and needs to be reported

• Canadian Anti Spam Law

  In order to be able to comply with the new Canadian Anti Spam Law, I need to send out a Confirm Subscription email to all of our existing contacts. If I use the Subscribe tag, the user gets the following message: Registration Failed. Sorry! This contact is already present in the selected list. You can check this with your update profile link. If I include an 'Update Profile' link, it then sends an email which does not arrive immediately. Can you provide a tag or URL I can put in a Campaign Email

• How to bulk update lookup fields

  "I have a primary key named Product SKU in one form called Master SKU (which contains details like price, color, size, etc.). I also have another form called FBA, which has the same primary key, Product SKU, and contains stock quantity information for

• Change work hours per day for employees

  Hello, Is there a way to modify the work hours per day for employees in Zoho projects? This would be helpful for resource allocation to more accurately see when an employee who works 35 hours a week vs 40 hours has a full schedule. Thanks.

• Record GST Paid for Imported Goods

  In Australia, goods that imported from overseas needs to pay GST per invocied value. In most case, the freight forwader (logistic agent) paid this on behalf of importer (us), and invoice us in together in their freight invocie.  How do we setup a proper

• Unable to produce monthly P&L reports for previous years

  My company just migrated to Books this year. We have 5+ years financial data and need to generate a monthly P&L for 2019 and a monthly P&L YTD for 2020. The latter is easy, but I'm VERY surprised to learn that default reports in Zoho Books cannot create

• Bulk Editing Multiple Invoices with Overwriting at time of upload

  Hello, I would like to edit a few 100 invoices. Only the HSN needs to be updated. When I am trying to upload the excel sheet with the data updated, I get an error: The Invoices are skipped as they already exist. I know the invoices exist but I would only

• Oauth Redirects me to sign in page

  I am developing a postman script for me to securely get my credentials via Zoho Vault. With that, I need to authorize my postman to be able to access Zoho Vault. I am currently on Step 1 in this Zoho Vault | API Reference which redirects me to this guide

• Next Page