The Inbox: every comment, message and mention in one tray

What lands in the Inbox?

Three kinds of conversation from the accounts you have connected: comments on your posts, direct messages, and mentions of your brand. The networks that answer today are Instagram, Facebook and TikTok — you reply from MB Suite and the reply is published on the network it belongs to, without opening one app per platform.

How do I turn it on?

• Connect at least one Instagram, Facebook or TikTok account in Settings > Integrations (see Integrations: what you can connect and how they work). With none connected, the Inbox greets you with Connect a network to your Inbox and the shortcut to do it.
• Go to Social Media > Inbox. With accounts connected and the tray still off, you land on Activate your unified inbox, which counts how many accounts it would cover.
• Press Turn on inbox. Only from that moment do we start fetching your activity; while the history is being imported you see Importing conversations… and it can take a minute.

How do I choose what comes in from each network?

In Settings > General, right under the switch, sits Sources per network: a matrix with one row per connected network and one column per type — Comments, Messages, Mentions. You pick network by network and type by type, so you can bring in Instagram comments without bringing in its DMs, for instance. Turning a source off stops new items; whatever was already imported stays in the tray.

Why one row per person and not per post?

Because who you're answering is a person, not a post. In the Conversations view each row is one commenter's thread —their comment plus the replies hanging from it— or a direct message conversation. A busy post is therefore many conversations, one per person, and you stop replying to someone thinking you're talking to somebody else.

When what you want is to moderate a whole piece of content, switch to Posts with the View selector in the toolbar. Each row is a post with how many comments are Unanswered; opening it lists that post's commenter threads. Reply answers without leaving the post, Open in Conversations takes you to the full thread, and Mark all as resolved closes that post's pending ones in one go.

How do I work the tray day to day?

• Pick the folder from the selector on the left of the toolbar: All, Unread, Assigned to me, Needs attention, Replied, Resolved, Snoozed, Archived and Spam. Each one carries its own counter.
• Narrow it down with Filters: Network, Account, Type (direct message, comment, mention), Sentiment, Assignee, Labels and CRM (with Hide CRM conversations). Whatever is active stays visible as chips under the toolbar, so you never wonder why a conversation isn't showing.
• Use the search box for the text of a message or the name of who wrote it. It filters over the batch of conversations already loaded, not over your whole history, so pair it with a folder and a filter instead of using it as an archive search.
• Open a conversation and write in the reply box. On an Instagram or Facebook comment you also get Private message (DM) to take the chat private, and Internal note to leave context for your team — type @ there to mention a teammate.
• Insert saved reply drops in one of your snippets, with its variables and tone. You create and edit them in Settings > Saved replies, and they're the fastest way to stop rewriting the same answer ten times a day.
• Then close the loop: Assign gives it an owner, Label classifies it, Snooze takes it out of sight until later today, tomorrow or next week, Resolve calls it done, and Mark spam or Archive get it out of the way. You can select several rows and apply the action in bulk, and Sync now forces a pass if you'd rather not wait for the automatic one.

What keyboard shortcuts does it have?

• j and k move down and up the list, in both views.
• r focuses the reply box and e archives the open conversation — both in the Conversations view.
• f opens Filters and / jumps to the search box.
• ⌘ Enter (or Ctrl Enter) sends the reply you're writing.

How do I know if we're answering fast enough?

The Performance tab measures the range you choose: Received, Replied, Resolved, Avg. first response and Pending reply, broken down By channel and By agent. It's how you spot which network is costing you the most and how the load is shared. AI positions show up in By agent like any other agent; the first-response time, on the other hand, measures the first human reply, so hiring an AI Community Manager doesn't flatter that number on its own.

How do I find out something came in?

With the bell in the top bar. In Settings > Notifications you pick which ones you want — they're your personal preferences, not the account's: New incoming message, Conversation assigned to me and AI escalation. There's a fourth alert that doesn't depend on those switches: the one a rule fires with its Notify action, because someone being named in a rule is a stronger signal than a general preference.

Who can touch what?

Replying, assigning, labelling and archiving is everyday work for any member. The General, Team, AI Team and Rules sections of the settings are only visible to owners and admins — they decide what gets ingested and what answers on its own. Saved replies, Labels and Notifications are open to the whole team.

What's next?

Two paths worth taking. Hire an AI Community Manager so it drafts the reply or answers on its own within the territory you give it — define your tone once in Brand Voice first, so it writes like your brand. And when a conversation turns commercial, send it to the CRM instead of leaving it buried in the tray. In Settings > Rules you can also automate without AI at all: same words, same result — label, assign, archive, mark spam or reply with a fixed text.