Getting started with Hootsuite Inbox 2.0 - HootSuite Tutorial

(gentle music) - [Narrator] Hootsuite Inbox is your one-stop communication tool allowing you to receive and respond to all social conversations in one place. Head to inbox from the dashboard. Let's start with the conversation view. This is where you'll see individual social messages. View the entire history of a customer's interaction with your brand so you can understand their unique needs personalized future conversations and engage with social posts directly. This area also allows you to set topics for conversations and add texts to specific messages to make finding conversations easier. For example, set a conversation topic as Billing and tag comments to track product sentiment. To chat with a customer in real time, use the reply box, and to respond to common questions faster, use Saved Replies. Create a collection of replies you use regularly. Also, remember to use a link shortener if you need it. You can also assign conversations to someone better suited to address it or set up a boomerang to remind you to come back to it later. In the conversations queue, check out all your incoming messages grouped by status, new conversations, replies, and suggested conversation follow-ups, pending conversations waiting for a response and resolved conversations that don't require further action. In the Reply box, adjust the conversation status to keep your team updated. To quickly find the conversation you need and speed up your response time, use the filter. For example, filter from newest to oldest to look for messages with a lagging response time or by contact group to easily identify a customer's membership status. To create a custom filter, select the relevant options, save, name it, and apply it. Keep in mind, custom filters are only available to the person who created it. For a 360 degree view of your customer, check out the Contact Attributes section. You'll find information like their name, contact details, language, and any other relevant notes. Use this to further personalize your conversations. These details can be added manually by agents or imported from the customer's CRM by an admin. Collaborate with your team using the built-in Chat function and let them know your availability in real time throughout the day. Finally, if you oversee multiple organizations switch between them easily here. (logo swooshing) (logo dings)