Launch guides
Manage messages and replies
Use the Social Inbox, email workspace, and CRM to keep messages and contact details close at hand.
Know which inbox to use
Social Inbox handles incoming social messages and comments from connected channels. The Email workspace handles email. They are separate work areas, but you can use CRM contact details to understand the person you are speaking with.
Use AI replies with care
Depending on your settings, AI can suggest a reply, save a draft, wait for your approval, or send under an authorized policy. A draft is not sent. Automatic sending needs a connected account, the right access, and the consent required for that channel.
Respect consent and takeovers
Follow the consent and messaging rules for each channel. If a person asks for a human or your team takes over, stop automated replies and continue the conversation yourself. Check the message and contact record before sending.