Inbox and mention response

From a new message or mention to a response, escalation or close.

Step by step

Route the message Community Manager

Configure the first matching rule in ascending priority to assign a New inbox message and start its response clock. If no rule matches, the message remains New for Community Manager to pick up.
- New, assigned
- Updates Inbox messages, Routing rules, Routing rule keywords, Routing rule pool members
Respond to conversations Community Manager

Community Manager opens the message and records the reply direction. Check an Outbound reply against actual delivery; an Internal Note remains inside the team.
- New → Open → Responded
- Updates Inbox messages, Message replies
Resolve or escalate Community Manager

The message is marked responded, resolved, escalated or spam.
- Resolved, Escalated or Spam
- Updates Inbox messages
Triage mentions Community Manager

Community Manager reviews new mentions, assigns them and links a mention to an inbox message when direct follow-up is needed. Mentions are responded to, escalated, ignored or closed.
- New → Triaged → Responded or Closed
- Updates Mentions, Inbox messages

And how to keep it from happening.

A negative message sits unassigned because no rule covers its channel.
A reply fails to deliver and the message is still marked responded.
A mention needing a direct reply is closed without being linked to a conversation.

Start free, then use Proto to change fields, steps and approvals before your team goes live.