Profile
Questions, complaints, spam and compliments all arrive mixed together on your social channels, spread across platforms.
Customer questions get lost among the comments, and complaints are spotted too late.
The Social Inbox Manager sorts what comes in, answers what has a settled answer and passes the rest to the right person.
What it does, step by step
- Collect messagesFrom the channels you use, in a single stream.
- SortQuestion, complaint, spam, compliment or something that needs a spokesperson.
- Answer standard questionsFrom the same source as your customer service, with the source attached.
- RouteComplaints to support, sales signals to sales, sensitive matters to communications.
- Escalate when trouble brewsSeveral negative reactions in a short time are a signal, not separate messages.
Works with these systems
- APIs
WhatsApp
Zendesk- Freshdesk
- Help centre
Teams
Slack
Is your system not listed? We can connect any system, even if there is no standard integration. View all integrations.
What runs automatically and what does not
You stay in control.
Not every decision should be made automatically. For each workflow, we set out:
- What can happen automatically.
- What is put forward for approval first.
- When a person is brought in.
- What information is stored.
- How actions are logged.
Is this a fit for your organisation?
A good fit if
- Brands with a lot of interaction on social media.
- Organisations where marketing runs social but the questions are about support.
- Situations with comments coming in outside office hours.
Less of a fit if
- Speaking for the organisation on sensitive topics.
- Low-volume channels that someone can handle alongside other work.
What it can deliver
- Customer questions that no longer get lost among the comments.
- Earlier sight of a backlash.
- Answers that match what customer service says.
Directions, not promises. As soon as there is evidence from a client project, it will appear here as a substantiated result.
Frequently asked questions
Does the AI reply publicly under a post?
It can, but we recommend starting with sorting and routing only. A public reply is there for good and gets screenshotted. You want a person in between until you know it is going well.
How does it recognise a complaint?
By tone, wording and context, not by keywords alone. When in doubt it treats a message as a complaint, because a compliment routed as a complaint does less harm than the other way round.
What happens when a wave of negative comments comes in?
It escalates on the pattern, not on the individual messages. You want to know something is going on before you get fifty separate alerts.
Does this work alongside our customer service?
Yes, and that is the point. It answers from the same source as your support assistant, so a customer on social does not hear something different from what they would hear by email.
How to put this to work
- 1A short callTogether we look at your process and your systems, and whether this task is the best place to start.
- 2Set up on your rulesIntegrations with your own systems, and agreeing what may run automatically and what a person approves.
- 3Measure and adjustFirst alongside your team, only then on its own. We look at what it delivers and adjust.