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Reply to and Manage Inbox Activity across Platforms
Reply to and Manage Inbox Activity across Platforms

Handle Inbox activity: your guide to navigating NapoleonCat's ticket structure as well as available actions like replying, liking, and more

Napoleon The Cat avatar
Written by Napoleon The Cat
Updated over a week ago

πŸ“© Think of Social Inbox as your digital cockpit, seamlessly piloting your social interactions across multiple platforms!

Ever found yourself in a cold sweat because you overlooked a critical comment amid a sea of ad campaigns? Or wished you could've responded to a brand mention a tad quicker, seizing the opportunity just right? Yep, we've all been there.

But here's some good news.

With Social Inbox, you can track, respond to, and manage all interactions across Facebook, Instagram, TikTok, LinkedIn, YouTube, and Google My Business, including paid traffic. 🚦

Social Inbox in NapoleonCat: How to reply to and manage comments, private messages, mentions, fan posts, and more

Ready to get started? Here's how you can navigate Social Inbox and make the best use of its features:


Connect your social media pages

For Social Inbox to become your comment-grabbing, DM-snatching powerhouse, you first need to πŸ”— link up your social media pages < here's how you do it.

Once you've done that, all your interactions will start pouring into NapoleonCat's Social Inbox–the good, the bad, and the ugly–from delivery time complaints to cooperation requests to exhilarating reviews.

It's a mixed bag, but hey, that's what makes social media so exciting, right? πŸ˜‰


Tickets explained

🎫 In NapoleonCat, every interaction you have with your audienceβ€”whether it's a comment, private message, ad comment, fan post, review, you name it: is transformed into what we call a 'ticket'.

Picture each ticket as a separate conversation that's ready for your attention! When a new interaction comes in, it pops up in your "New" folder in Social Inbox:

Social Inbox in NapoleonCat: How to reply to and manage comments, private messages, mentions, fan posts, and more

As a rule, these interactions zip into NapoleonCat in real-time.

Curious to dig into how fast NapoleonCat fetches new Inbox Activity? < Take a peek at this guide.

Comment structure

As you know by now, in NapoleonCat, each comment sails into your "New" tab as a separate ticket:

Social Inbox in NapoleonCat: How to reply to and manage comments, private messages, mentions, fan posts, and more

But here's the fun part - when you click on a comment, you get to see the whole story.

πŸ’¬ Consider it as a book, where clicking on a comment turns the pages to reveal the complete tale; you can see all the comments linked to that post and get the full context:

Social Inbox in NapoleonCat: How to reply to and manage comments, private messages, mentions, fan posts, and more

Private messages

Now, let's chat about private messages.

If a customer sends you a flurry of messages one after the other, the most recent one will land in the "New" tab:

Social Inbox in NapoleonCat: How to reply to and manage comments, private messages, mentions, fan posts, and more

But don't worry about missing the rest. Once you click on the message to view the thread, you'll see all their messages lined up nicely:

Social Inbox in NapoleonCat: How to reply to and manage comments, private messages, mentions, fan posts, and more.

Team collaboration

What about when you're working on a ticket, say a customer conversation via DMs? No stress! 😌

The thread gets refreshed automatically πŸ”„ when there's a new message.

Or you'll get a gentle nudge - a prompt saying, "Hey, there's a new message! Time to refresh."

And to keep your team in harmony 🎢, if a teammate is already crafting a response, you'll get a real-time heads-up right in the ticket view.

So, you can avoid talking over each other and keep your responses as smooth as a well-rehearsed dance routine!

But hey, there's more to this story.

Alongside these cool features, you can also leave internal notes, send emails "to consult", and more.

Now, what about keeping all those conversations tidy and easy to find? You got this!

πŸ”— You can use a bunch of filtering options to help you keep your Inbox organized and clutter-free.


Reply to and manage interactions

πŸ’‘ In this section, you're about to learn about comments, but the same advice holds up for all sorts of chats, like private messages, fan posts, mentions, you name it.

So, let's imagine you open up Social Inbox and spot a fresh Facebook comment on your post, sitting pretty in the "New" folder.

Basic info

Here's what greets your eyes right away:

  • πŸ‘€(1) The name of the commenter along with their FB avatar

  • πŸ“œ (2) Which social page they decided to drop their two cents on

  • ⏰ (3) The date and time of the comment

  • πŸš€ (4) A smart link routing you directly to the comment on Facebook

Social Inbox in NapoleonCat: How to reply to and manage comments, private messages, mentions, fan posts, and more

External actions

Directly from your Social Inbox's main view, you can make changes that will reflect back onto the actual social media platform. So, every reply, hide, delete, or other action you take here is like directly managing your social media page from NapoleonCat.

  • πŸ—‘οΈ (1) Delete the comment

  • πŸ‘» (2) Hide it

  • ❀️ (3) Show it some love (like it)

  • πŸ—¨οΈ (4) Reply (in a new tab)

  • ❌ (5) Block user

Social Inbox in NapoleonCat: How to reply to and manage comments, private messages, mentions, fan posts, and more

Internal actions

Keep in mind, it's not just about hitting that sweet spot of Inbox Zero - you're all about boosting customer experience too! πŸš€

To help you respond faster and keep your chats orderly, below are some nifty internal actions.

They're the hidden sidekicks of your team's day-to-day - out of your customers' sight, but making a massive difference behind the scenes!

Just so you know, each feature comes with a link that takes you deeper into how to use it:

Internal Actions:

❗Before we delve deeper, here's an important note. When you delete your replies or customer comments and messages, there's no turning back - these actions are irreversible.
​
However, you can always remove your replies directly from the social media platform.

Let's have a look at the available actions and how they work for different platforms and types of interactions. πŸ‘‡


Available actions by platform

Every social media platform has its own unique actions (external and internal) for tickets, all depending on what their APIs can do.

Don't worry about keeping track – we've got you covered!

Just below, you'll find a helpful table that breaks down all the possible interactions across the platforms that NapoleonCat supports:

πŸ”΅ Platform

🟒 Types of interactions

🟑 Available actions

Facebook (Including FB ads)

Fan comments, Ad comments, Fan posts, Profile mentions, Private messages, Reviews

  • Reply

  • Comment

  • Block User

  • Like

  • Hide

  • Delete

  • Reply to comment as private message (7-day window)

Instagram

Fan comments, Private messages

  • Reply

  • Comment

  • Reply with heart sticker

  • Like message

  • Hide

  • Delete

Instagram Ads

Ad comments

  • Reply to comment

  • Mention

  • Hide

  • Delete

TikTok and TikTok Ads

Comments

  • Reply to comment

  • Hide

  • Delete

  • Like

LinkedIn

Company post comments

  • Reply to comment

  • Like

Google My Business

Reviews, Q&A

  • Reply to comment

YouTube

Video comments

  • Reply

  • Hide

  • Delete

πŸ“‚ No matter the platform or type of interaction, all your favorite internal actions are up for grabs!

Whether it's consulting with a teammate, scribbling down an internal note, cracking the code of a foreign language message, or assigning and moving messages between folders - you can do it all on any platform.


And that about sums it up!

πŸ—¨οΈ Need a hand? Our pawsome Customer Success team is always here to help! Talk with us on chat in the bottom, right-hand corner of your screen.

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