The Inbox is the environment where you track all interactions received across your connected channels. With it, you no longer need to access each social network separately; you can centralize everything on a single screen, streamlining customer service and conversation management.

The Inbox gathers different types of social media interactions:

Each type of interaction is identified separately within the Inbox:

The process is essentially the same as replying to DMs. The only difference for mentions and comments is the arrow icon, which allows you to reply to the interaction directly:

​Attention ⚠️: Typing in the standard message field will add a new top-level comment to the post. Clicking the arrow ensures you reply directly beneath the original comment, creating a threaded response.

This feature helps you speed up response times with a library of predefined messages. Configure standard replies for frequent inquiries, such as greetings, company info, menus, or quotes and insert them quickly into your chat.

Within a conversation, click Answer Bank:

Click Create New:

Configure your reply by defining the title, category, the shortcut key to insert the message, and the content itself. Click Save:

After creating your replies, you can organize them into folders, edit, or delete them.

Click Manage Responses:

To edit or delete, click the three dots next to each reply:

Use the Add Folder option to organize messages by topic or subject. These folders act as Categories for your Saved Replies:

Within the Inbox, you can use the assignment feature to distribute conversations among your team and further organize your workflow.

Within a message, click Assigned to and select a team member:

Use the Internal Message feature to exchange info with your team. Type @ + name to mention a specific member.
​Internal messages are only visible to your team.

Team members can use the "You" filter to view only the messages assigned specifically to them.
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By using Tags, you can classify interactions and identify different contact types.

Click Tags and then New Tag:

Define the name, choose its group and color, and click Save:

Social networks have limitations regarding response times. mLabs Chat follows the official API rules for each channel.

When an automation is set to reply to a comment via DM:

Why is my automation not working during a chat?

When a conversation is handled manually in the Inbox, automations are automatically paused for that specific chat. This happens the moment a team member sends a message. This ensures communication remains fluid and prevents automated messages from conflicting with human interaction. Automations resume for new interactions once the service is finalized.
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What happens if my account disconnects?

If a social media account is disconnected:

If you have questions, contact our Support Team directly through the platform.

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