Social media inbox management, simplified

Respond to messages, comments, and customer service questions in one place. Do it all in half the time with a smarter social media inbox you can automate and customize.

All your social media messages and comments in one place. Finally.

Turn messaging on auto-pilot with a full suite of inbox management tools that’ll help you simplify, save time, and grow on social media.

Unify

Respond to comments and DMs across Facebook, Instagram, WhatsApp, LinkedIn, X (Twitter), and TikTok. All from a single inbox.

Automate

No need to spend hours crafting the same responses over and over. Use saved replies, auto-responders, and automated DMs to keep your inbox clean.

Delight

Respond faster, provide the most accurate information, and set up customer satisfaction surveys to track user experience.

The universal inbox designed for performance marketers

Hootsuite Inbox is your key to more engaged followers, happy customers, and stress-free social media teams.

Never miss a message — or opportunity

Inbox gives you a birds-eye view of public comments and private messages across networks. Easily search through all your conversations to find what you’re looking for fast, and stay on top of important messages with notifications.

Boost engagement and leads with automation

Set up automated Instagram DMs so that when a user comments a specific keyword on your post, they automatically receive a DM. Add varied responses and delay comment replies for more authentic, personalized responses.

Pick up where you left off with full context

Leave detailed contact and conversation notes for your teammates so you can provide personalized replies. Chat with other agents to get quick answers. (Don’t worry, chats and notes are never viewable to customers).

Field thousands of customer queries a day without breaking a sweat

Every Hootsuite plan comes with a unified social media inbox that brings all your social interactions to one place. But it’s also perfect for the highly engaged marketer who uses social for sales, customer support, and lead gen.

Decrease response times with custom automations

Customize your workflow and save time with inbox automations. Use AI classifiers to auto-route and prioritize certain conversations in your queue. Plus, set up automations to resolve conversations. For example, you can set a rule so that if a contact responds with "goodbye,” your conversation will automatically resolve.

Provide the best answer to every question, every time

Always deliver top-notch customer service by directing customer questions to the team or individual best-equipped to answer. In Hootsuite Inbox, you can create specific skill sets and then automatically route related messages to the teams with those skills.

Measure (and improve) customer satisfaction

Collect feedback with no extra effort by automatically sending customer satisfaction (CSAT) surveys in a user’s language after an interaction. Then, instantly view and track your results in Hootsuite Analytics to see where you can improve.

Protect sensitive information, stay compliant, and reduce risk

Inbox will protect your customers’ personally identifiable information (PII). Automatically or manually conceal sensitive information, such as credit card and Social Security numbers, across your public and private social media channels.

Simplify and streamline team inbox management

Divvy up your message load and improve internal communication. When you use Hootsuite with multiple teammates, you can set your availability status, chat with fellow agents, leave them notes, and route messages to your most qualified teammate.

Deliver better, faster customer care with Hootsuite and Salesforce

Meet Hootsuite Social Customer Care — an all-new integration that connects Hootsuite and Salesforce. That means better customer responses with more context, streamlined collaboration between social and customer care teams, and a bigger business impact overall.

Do even more with Hootsuite Enterprise

Need an even more robust social media customer care solution? Hootsuite Enterprise offers premium inbox solutions to help teams maximize efficiency, improve customer satisfaction, and dive deeper into reporting.

Measure performance

Keep track of your team and agent’s reply time, replies sent, available time, average CSAT score, and more. Plus, view real-time insights that refresh every 30 seconds.

Detect language

Route queries to the right team or set up auto-responses in a user’s preferred language. Advanced Inbox automatically detects 60+ languages and adds it to a user’s contact details.

Uncover sentiment

Communicate, prioritize, and measure brand health by instantly determining the emotion of conversations. View, adjust, and filter messages by sentiment.

Track productivity

Measure your customer support team’s productivity. Track away state data to measure agent productivity and ensure consistency with audit trails.

Connect Zendesk

Easily create customer support cases in Zendesk from conversations in your Hootsuite inbox. Simply add the Zendesk integration to Advanced Inbox.

Set up SLA notifications

Define your service-level agreement, or SLA, and Hootsuite will let you know if you fall behind your targets with notifications.

Reply with AI

Reply faster with AI-powered smart replies that suggest on-brand, context-aware responses to social media comments, mentions, and messages.

Boomerang messages

Never forget to reply with message boomerangs. Easily move conversations from the pending queue to the new queue after the period of time you select.

Set custom away states

Allow custom away states for agents to set their own away messages. This will help you track agents' time and forecast productivity.

Drastically reduce your workload with a social media chatbot

Enterprise users can automate up to 80% of message replies with Hootsuite’s generative AI chatbot. Easily train your chatbot to field questions across the web and social media at any hour, in any language, with brand-approved replies.

Messaging and customer care resources

Frequently Asked Questions

What is Hootsuite Inbox?

Hootsuite Inbox is an innovative social media inbox and messaging tool that sets you up for better engagement, customer service, and cross-team collaboration.

Which platforms work with Hootsuite Inbox?

Hootsuite Inbox currently supports messaging across Facebook, Instagram, Twitter (X), WhatsApp, TikTok, LinkedIn, and Threads.

Which Hootsuite plans come with Inbox?

Every Hootsuite plan comes with our top-rated social media inbox tool. But you can get even more inbox features with Hootsuite Enterprise.

What is Hootsuite Advanced Inbox?

Hootsuite Advanced Inbox is an Enterprise plan add-on that includes additional social media inbox tools that help businesses measure efficiency, track performance, and improve customer satisfaction.