Answer comments and messages in the Inbox

This feature is in early access: it is built and tested, but not yet switched on for every organisation or not yet tried with the outside provider. Ask us on WhatsApp if you would like to try it.

Comments on your posts and private messages to your Pages arrive in the Inbox as conversations. You answer them there, like any other conversation, and the reply goes out on the platform.

Important. This part is in early access: it works once an account is connected, which needs Kluvan's approval by Meta and LinkedIn, not granted yet. See Connect your social accounts.

Before you start

• The Inbox must be switched on, and you need access to the Inbox.
• At least one account must be connected in Social → Accounts.

Steps

1. Open Inbox. Social conversations show their channel: Facebook, Instagram or LinkedIn.
2. Open a conversation. A comment conversation holds one person's comments on one post; a message conversation holds one person's private messages to one account.
3. Read the thread, the person and any note Kluvan added.
4. Type your reply in the reply box and send it. A reply to a comment is posted as a reply under that comment; a reply to a message goes as a private message.
5. Assign, add notes and close the conversation as you do for any Inbox conversation.

Good to know

• The 24-hour window. Facebook and Instagram let a Page answer a private message only within 24 hours of the person's last message. After that, the Inbox does not send the reply and says the reply window is closed.
• One conversation, once. The same comment or message never arrives twice.
• The same person across threads. When someone writes again, the conversation goes to the contact of their earlier threads.
• Possible duplicates. When a new person's name matches an existing contact or customer, Kluvan adds a note proposing them; it never links them by itself. Merge them in the Inbox's Duplicate contacts tab if they are the same person.
• No automatic replies on comments. Kluvan never posts an automatic answer under a public comment; every public reply is written by your team.
• LinkedIn: comments are read every 10 minutes, only on posts published from Kluvan. LinkedIn members show as "LinkedIn" with a number instead of their name.
• Pictures in Facebook messages arrive as the text "[image]".
• Which team. Social conversations go to the team chosen in Social settings.
• On a customer's record, the Linked tab lists the social profiles matched to them.