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

    • Share Video Response Card ion Zobot

      I am using the zobot codeless bot builder in SalesIQ. I want to share a video but delay the next response card until after the video has finished playing or has been stopped. Is this possible?

    • Zoho Bookings <> CRM integration

      Hello Zoho community! We are enabling our Zoho Bookings <> CRM integration. What is the workflow if the integration detects that the contact already exists in the CRM? Does it create a duplicate record? Overwrite the record? Merge the record? (in this

    • Cannot reject empty expense report

      Hello, We are currently having issues with two empty expense reports where if we try to reject them, either manually or through the REST API, we get error 114016, which says some of the expenses have already been billed and must be removed. I'd appreciate

    • Use of Zia within Forms

      I have noticed that recently you have added Zia to help create forms from scratch. Would it be possible to add Zia functionality to free text fields for form submissions or if this is already on the roadmap an ETA for this please? We have a lot of field

    • Default in fields on Form B based on the user selection in Form A

      Hi Everyone, I have added an action button to a form report to bring up a new form based on user selection, see it indicated in red below: Then when the ne form loads, I want to default in some of the fields based on the record the user was selected on.

    • Last activity time is acting like last modified time

      When i edit the description or any field in the potential, account, contact and lead, the Last Activity Time is being updated like the Modified Time. This is messing all workflows and reports and we are unable to track real last time of activities like

    • Enhancements to the formula field in Zoho CRM: Auto-refresh formulas with the "Now" function, stop formula executions based on criteria, and include formulas within formulas

      Dear Customers, We hope you're well! By their nature, modern businesses rely every day on computations, whether it's to calculate the price of a product, assess ROI, evaluate the lifetime value of a customer, or even determine the age of a record. With

    • HEX/RGB Color Input in Visual Editor

      Hello Zoho Pagesense Team, We hope you're doing well. We’d like to submit a feature request to improve the color selection options in the Pagesense popup editor. Current Limitation: Currently, to set text colors, users must move the color slider manually.

    • CRM and Campaigns- tags not integrating?

      Hi! I am setting up an automation in zoho campaigns and it says the crm is integrated...but when I want to use a trigger of a certain tag I created for people in the crm to denote those who purchased, it doesnt have that tag available as an option in

    • Maximum limit of rows exceeded

      I am trying to add a row to a spreadsheets that has fewer than 60 rows. I keep getting an error message that says I have exceeded the maximum limit of 65,536 rows. Any ideas out there?

    • Tip #7: 5 formas de mantener tus listas de correo electrónico

      Tips and Tricks #7, adaptado de Susmit Sen ¡Hola, comunidad! Esta semana volvemos con nuestros Tips and Tricks para Zoho Campaigns. En esta ocasión, voy a darte algunos consejos para mantener limpias tus listas de correo electrónico, y empezar el 2021

    • Mail Merge related Lists

      When I try to merge an associated list the fields do not have a checkbox to choose them as it does in the tutorials. Am I missing something? Any ideas would be appreciated.

    • create-a-purchase-receive API issues

      Hello all, I'm trying to use the create a purchase receive inventory API documented here (https://www.zoho.com/inventory/api/v1/purchasereceives/#create-a-purchase-receive) however when I do am getting the following error {"code":9,"message":"The purchase

    • Zoho Pagesense really this slow??? 5s delay...

      I put the pagesense on my website (hosted by webflow and fast) and it caused a 5s delay to load. do other people face similar delays?

    • Heatmap: Missing Content Elements - Zoho Page Sense

      Hi there, I'm trying out Zoho Page Sense to generate heatmaps for my Wix pages. My problem: Some parts of my Wix pages don't show on my heatmap, the heatmap is just empty there. Maybe Wix default lazy loading setting causes this error? Is there a way

    • Marketing Tip #3: Use social proof to build trust

      People trust people. Showcasing reviews, testimonials, or “bestseller” badges on your product pages can nudge hesitant buyers toward purchase. Try this today: Add one customer testimonial or highlight your top-selling product on your homepage. Or, do

    • Make CAMPAIGNS email look as simple as possible

      Hi there I'm trying to make my Campaigns email look as much like a normal email as possible. I'm a bit stuck with the "justification" of the email email block. Can I LEFT JUSTIFY the "whole email" to make it look "normal"? (Please see screenshot attached)

    • Zoho Sign Reminder email template

      Is there a template we can edit for the reminder emails? I don't see it in Settings / Choose a template

    • Preview an upload PDF or File

      I have a form where the customer has to upload a file (normally PDF - never jpeg)  When in report view I want to be able to preview the uploaded file without having to download it.  If I click on the upload it downloads to my computer, I want to be able

    • How to filter emails by Reply-to field?

      I receive a very particular newsletter from an association A registered on a website W (that is used by many associations), and the emails fields are not great: the From just contains the generic website's W's email, while A is only mentioned in the Reply-to

    • 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

    • Line spacing

      I coudn't decrease the line spacing to space smaller then a single line. There is too much space between the lines that make the document look ugly. Please fix that. Liran. fonar

    • Control Position of “X” (Close) Button in Popup Editor

      Hello Zoho PageSense Team, We hope you're doing well. We would like to request a customization improvement in the PageSense popup editor. Current Limitation: Currently, the position of the “X” (close) button is fixed and cannot be customized in the popup

    • Add Standalone “Save” Button in Pagesense Popup Editor

      Hello Zoho Pagesense Team, We hope you're doing well. We would like to request an important usability improvement in the Pagesense popup editor. Current Limitation: There is currently no dedicated Save button while building a popup. The only way to save

    • Text Direction Control in Pagesense Popup Editor

      Hello Zoho Pagesense Team, We hope you're doing well. We’d like to submit a feature request to add text direction control in the Pagesense popup editor. Current Limitation: Currently, the popup editor does not provide native support for RTL (Right-to-Left)

    • Autosave in Pagesense Popup Editor

      Hello Zoho Pagesense Team, We hope you're doing well. We’d like to submit a feature request to enhance the Pagesense editor with an autosave functionality. Current Limitation: Currently, changes made in the Pagesense editor must be manually saved. In

    • Billing frequency is not displayed correctly.

      Hello There is an issue while displaying the billing frequency on a subscription quote. I am able to activate the subscription details and get this lovely overview: If I am adding a Plan which I charge quarterly, first of all it should be possible to

    • Creating Secret via Vault API

      Hi I am trying to create a secret through vault api.  This is the response I get. One thing I am not sure is how to decrypt the secretdata, how to get the secrettypeid? {     "operation": {         "result": {             "error_code": "",             "message": "Sorry, we are unable to process your request.",

    • Is It Possible to Hide Menu Option from Main Navigation?

      Is it possible to hide a menu option, e.g. Admin, from the Main Navigation based on some criteria, e.g. login = zoho.adminuser

    • Unleash the power of detail, with Table View.

      What use is context that's not available where you need it? With this in mind, we bring you the Table View. This feature will add more power to the way you organize and work through your ticket load. Table View comes in handy when you want more control over the ticket information you see. This is a nifty tool for users who find themselves limited in terms of the level of information that is being offered in the Classic View and Compact View. With an upper limit of 15 columns, agents can glean most

    • Kaizen #126 - Circuits in Zoho CRM - Part 1

      Hello everyone! Welcome back to another week of Kaizen! Today, we will discuss an exciting topic—Circuits in Zoho CRM. For starters, we will discuss what Circuits are, how beneficial they are for businesses, different views of a Circuit, and the different

    • Workdrive on Android - Gallery Photo Backups

      Hello, Is there any way of backing up the photos on my android phone directly to a specific folder on Workdrive? Assuming i have the workdrive app installed on the phone in question. Emma

    • Dynamically Fetching Lookup Field Display Value

      I have an audit trail form, Audit_Changes, that tracks old vs new values across different forms. For lookup fields, the old/new value is the ID, but I also need the display value. What's a best practice for dynamically fetching the display value of the

    • I have a problem. I use Zoho invoice

      I have a problem. I use Zoho invoice, which is that when I create an invoice for a customer with specific items, let's say the value of these items is 2100, but my customers are not the type who pay the entire invoice amount at once, as they divide the

    • Ability to Create New Items When Zoho Trident is Minimized via tray or taskbar icon

      Allow users to create new items (emails, calendar events, tasks, etc.) directly from the system tray icon or by right clicking the task bar icon, even when the window is minimized or not actively running in the foreground. This enables quick access to

    • I can not see Undeliverable emails from my Mass Email Leads activity in CRM

      I am sending email templates and I can not see the Undeliverables? I only receive the "Out of Office" replies and any manual replies from the lead. Can you please let me know where the Undeliverable emails are sent so I can use the information to clean up the database?

    • Select Zoho Contacts as Meeting Participants in Zoho Cliq

      Hello Zoho Cliq Team, We hope you're doing well. We would like to request an enhancement to the meeting scheduling functionality in Zoho Cliq. Current Limitation: When scheduling a meeting in Zoho Cliq, participants can only be selected from: Organization

    • Ability to Select External Users from Participants List When Scheduling Meetings

      Hello Zoho Cliq Team, We hope you're doing well. We would like to request an enhancement to the meeting scheduling experience in Zoho Cliq. Current Limitation when scheduling a meeting in Zoho Cliq: External users can be selected from the list only under

    • Kaizen #212 - Map Dependency Fields in Zoho CRM using APIs

      Hi Everyone!! Welcome back to another week of Kaizen series! Over the past few weeks, we have been addressing your questions and feedback shared through our Kaizen 200th feedback form. Thank you for your continued engagement and thoughtful queries. We

    • Outdated state in mexico

      Hello Zoho team, the drop down to add the state for customers, when they introduce their state in mexico has a city named “Distrito Federal” that name changed many years ago to “ciudad de mexico”. could you please update this so my clients can find the

    • Next Page