Review and manage social interactions

Use the social inbox to review and manage social interactions across your connected social accounts. You can filter interactions by account, type, status, sentiment, and date range, then take action such as replying or assigning a contact to a social interaction. 

Understand supported social interactions 

Monitor social interactions on posts published from HubSpot as well as posts published directly on the social networks. Supported interaction types differ depending on the network.

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

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 types: filter by interaction type. This includes Comments, Mentions, Reposts, New followers, or Direct messages. 
  • Statuses: filter by status. This includes Read, Unread, Replied to, Saved, or Archived. 
  • Sentiment: filter by sentiment category for comments or mentions that have over 40 characters. Sentiment categories include Positive or Negative. An interaction may be Untagged if it has less than 40 characters or if it doesn't have enough information for the sentiment to be categorized.

• • Date range: filter by the interaction's date using a preset range or set a custom range. 

Manage and reply to your social interactions

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 with 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 interaction. Users will be able to review all saved comments in the Saved folder. 

1. • Archive: archive an interaction. Archiving an interaction will not remove the interaction from the social network.

1. • Mark as spam: label a suspicious interaction. 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 interaction as unread. 

5. To take bulk action, hover over the interactions and select the checkboxes next to the interactions you want to update. To select all, select the checkbox at the top left. 
   • Then, select Archive, Mark as read, Save, or Mark as spam. 

6. To reply to an interaction, click the reply reply icon in the lower right of the interaction. 
   • In the right panel, you can manually enter your reply or use AI quick replies.
7. To review the complete comment thread, click the interaction.
   • At the top of the right panel, you can review the number of comments in the thread.
   • Threads with ten or more interactions assigned with a sentiment category will display a net sentiment score. This score is automatically calculated to display the thread’s aggregated sentiment. The score includes the following overall values: highly positive, positive, neutral, negative, or highly negative. Learn more about how social sentiment is calculated.
8. To review the post in the social network, click View post above the post's caption. 
9. To review the post details in the social tool, click Post details below the post's caption.