If you joined NapoleonCat after March 17th, you’ve landed right in the driver’s seat of our brand-new Social Inbox feature.
This article provides a quick roadmap of the essential tools and features available in the new version of the Social Inbox.
Supported platforms and types of interactions
First, to start using the Social inbox, connect your social media pages.
You'll then be all set for managing the incoming messages! To do it, hop into the Social Inbox in NapoleonCat.
Here's a table to show you which types of interactions you can manage and reply to on each platform with NapoleonCat:
🟡 Platform | 🟢 Types of interactions |
Facebook (Including FB ads) | Fan comments, Ad comments, Fan posts, Profile mentions, Private messages, Reviews |
Fan comments, Private messages (including IG Story mentions) | |
Instagram Ads | Ad comments |
TikTok and TikTok Ads | Comments (currently no support for DMs) |
Company post comments | |
Google My Business | Reviews, Q&A |
YouTube | Video comments |
Apple App Store | Reviews |
Google Play Store | Reviews |
Inbox Tabs
The new Social Inbox is organized into specific tabs to help you stay focused on the status of your tasks:
Inbox: Where all new, incoming tickets land.
My Tasks: Tickets specifically assigned to you.
Flagged: Messages you’ve flagged.
Hidden: Tickets that have been hidden from public view.
Deleted: All deleted tickets.
Done: Your archive for tickets that have finished being moderated.
All: A comprehensive view of every ticket.
The Ticket View
The Social Inbox allows you to see all comments under a post in a single window.
This is how the ticket in the Inbox looks:
The name of the user who wrote the message/ comment
Assign Moderator: Manually assign a ticket to a teammate. Note that taking any action on a ticket will automatically assign it to you.
Add Sentiment: Tag messages as positive, neutral, or negative for sentiment analysis.
Tagging: Apply pre-defined message tags for ticket organization.
Flagging: Flag important items for later.
Translate: Quickly translate incoming tickets to your preferred language.
Ticket ID
Delete the comment
Like the comment
Reply to a comment/ Write internal notes/ Send to consult: when you click on this button, you'll have the option to reply to a comment, leave notes for your team to see, or send a message via email for external consultation when you need an outside opinion.
11. Archive (Done): Once moderation is complete, click the checkmark icon to move the ticket to the Done tab.
12. Moderation history: Track who and when replied to the message, what action they took, or what automatic rule was triggered.
Filtering & Organization
Manage your workflow your way by using the filtering system. You can sort messages by:
Platform & Profile: Filter by specific social media profiles or message types (e.g., comments, direct messages, mentions).
Date: Select specific timeframes for your view.
Ticket Status: Available in the All tab to view flagged, hidden, deleted, or done items.
Assigned moderators
Sentiment & Tags: Drill down into specific sentiments or custom user/content tags.
Social CRM Profiles
Build stronger relationships by creating Social CRM Profiles for your contacts. This feature allows you to:
Track all past conversations with a specific user.
Add contact details like names and emails.
Create a new profile or link a message to an existing one to maintain a consistent history.
Mark the user's sentiment or add their tag.
🗨️ Still got questions? Don't hesitate to reach out to our Customer Success team on chat! Find us in the bottom right-hand corner.