Inbox
Comments, messages, and reviews in one list, each with a reply drafted in your voice.
The Inbox gathers what your audience writes: comments, messages, and reviews. The Community Manager reads each one and drafts a reply in your voice.
What you see #
Each item shows who wrote it, where, what they said, and a label:
| Label | What it means |
|---|---|
| Praise | A thank-you or a compliment |
| Question | Someone asking about a product, a price, or your hours |
| Lead | Someone who looks ready to buy or book |
| Complaint | Something went wrong |
| Good review / Poor review | A review on one of your profiles |
Leads, complaints, and poor reviews are highlighted so you see them first. Complaints and poor reviews always wait for you, whatever your autonomy level.
Replying #
- Read the drafted reply and edit it if you want.
- Select Copy reply.
- Post it on the channel yourself.
- Select Mark replied. If no answer is needed, select No reply needed.
Some replies are marked to be sent as a private message, for example when a customer should not post an order number in public.
Sending replies from AIM is not available yet. AIM drafts the reply and you post it.
Where the answers come from #
Drafts use the answers you saved under Questions customers ask in your business profile, along with your prices and opening hours. If a draft is wrong or vague, add the answer there once. See Business and voice.
Tips #
- Add your ten most common questions and their answers to your business profile. It is the fastest way to better replies.
- Reply to leads quickly. They are highlighted for that reason.
- For a complaint, check the facts before you send the draft. The draft is a starting point and you know the customer.