Unified Inbox

The Unified Inbox brings all social conversations into one central view. Messages, comments, mentions, and replies from different platforms appear together, enabling your team to respond quickly and consistently.

Key Features

• Multi-Channel Support: Facebook, LinkedIn, and more (Instagram, Twitter/X on roadmap).
• Assignments: Claim or assign conversations to team members to avoid duplicates.
• Workflows: Apply states like open,in_progress, resolved, or escalate if needed.
• Filters & Search: Sort by channel, status, assignee, or keyword.
• Notifications: Get alerts for new messages or mentions.

Working with Conversations

1. Navigate to Inbox in the sidebar.
2. Select a conversation to open the details panel.
3. Reply directly, add internal notes, or attach media before sending.
4. Assign the conversation to yourself or another team member for follow-up.
5. Mark as resolved when the issue is complete.

Escalation & Collaboration

Escalate urgent cases to admins or managers. Internal notes allow private team collaboration without exposing details to the customer.

Integration with Workflows

The Unified Inbox ties into Praisma Hub’s workflow system. For example, unresolved items can appear in reports, and SLA timers can track how long it takes to respond.

Best Practices

• Check the inbox daily to avoid delays in responses.
• Use assignments to prevent duplicate replies.
• Apply filters for high-priority channels (e.g., customer support vs. marketing).
• Leverage escalation for complex issues needing manager input.
• Regularly review inbox analytics to measure team responsiveness.