Monitor your social inbox

Monitor your social network in the social inbox. You can manage social interactions on your published social posts, such as comments, mentions, reposts, and new followers. You can also monitor your social posts on the HubSpot mobile app. 

Understand supported social interactions 

Monitor your social interactions for social posts published from HubSpot and directly from the social networks. The interactions available depend on the social networks being reviewed: 

Social mentions will not be displayed in your social inbox for the following scenarios:

• Facebook and Instagram mentions on reels with music will not be displayed due to copyright limitations.
• Replies to mentions published directly from the social network will not be displayed. Only replies to mentions published from HubSpot will be displayed.

Review and filter your social interactions

To filter your inbox streams by social media account or activity status: 

1. In your HubSpot account, navigate to Marketing > Social.
2. At the top, click the Reply tab.
3. You'll be redirected to All Activity in your social inbox. By default, this section will include all available social interactions from your connected social media accounts.
4. In the left sidebar menu, you can navigate to your social interactions by type:
   • Direct messages: review and reply to Instagram messages.  
   • Comments: review all social comments. 
   • Mentions: review all social mentions. 
   • Reposts: review all social reposts. 
5. In the left sidebar menu, you can navigate to your social interactions by status:
   • Saved: save social interactions to view later. 
   • Spam: move any unwanted social interactions to spam. 
   • Archived: archive a social interaction to view later. 
6. At the top, you can also use the following filters:

• • Accounts: filter by your connected social accounts. 
  • Interaction type: filter by interaction type. This includes Comments, Mentions, Reposts, New followers, or Direct messages. 
  • Status: filter by status. This includes Read, Unread, Replied to, Saved, or Archived. 

• • Date range: filter activity by date range. You can select a preset range or set a custom range. 

Please note: any repost, keyword, and mention X stream that has not been viewed for 30 days will be marked as inactive. Inactive streams will be disconnected and no longer update. Any email notifications you have set up will be paused. To reactivate a stream and resume email notifications, you will need to edit the stream and reconnect it. 

Manage your social interactions

In your social inbox, review text-based engagements with your social accounts or posts published through HubSpot. This will include comments from the following networks: X, Facebook, LinkedIn, Instagram, and YouTube.

All comments will be included, including threaded conversations and externally published comments. Other activities include mentions and reposts. To react and respond to your social media activities: 

1. In your HubSpot account, navigate to Marketing > Social.
2. At the top, click the Reply tab.
3. To associate a social interaction with a contact, click Assign CRM contact. Learn more about associating contacts from social interactions.
4. To take action on an individual interaction, click the ellipses three horizontal dots icon, then select from the following options:
   • View on [network]: review the interaction in the social network. This option will only appear for comments. 
   • Save: save an activity. Alternatively, click the save icon. Users will be able to review all saved comments in the Saved folder. 

1. • Archive: archive an activity. Alternatively, click the archive archive icon. Archiving an interaction will not remove the interaction from the social network.

1. • Mark as spam: label a suspicious activity. Users will be able to review all marked comments in the Spam folder. Marking an interaction as spam will not delete the interaction from the social network. 
   • Mark as unread: mark the comment as unread. 

6. To take bulk action:
   • Hover over the activities and select the checkboxes next to the activities. To select all, select the checkbox at the top left. 
   • Then, select Archive, Mark as read, Save, or Mark as Spam. 

7. When reviewing and managing your social inbox interactions: 
   • To review the complete comment thread, click the comment.
     • Threaded comments will display the number of comments in the thread. 
     • You can manually reply to comments or use AI quick replies. 
   • In the right panel, review the post and any threaded comments:
     •  To review the post details in the social tool, click Actions and select Post details. 
     • To clone the social post, click Actions and select Clone. The cloned social post and details will display in the social editor. This does not apply for YouTube posts. 

• • • To review the post in the social network, click Actions and select View on [social network].