Master the unified inbox

The inbox is opt-in by design: connecting a channel for publishing never starts message collection. Nimply doesn’t ingest a single message until you explicitly switch that channel’s inbox on — and switching it off unsubscribes the platform webhook and stops ingestion. Enable it only where you actually want to manage conversations.

One honest note on coverage: inbox support rolls out per network as platforms grant API access. YouTube comments are live today; Instagram and Facebook DMs, comments, and mentions arrive as Meta’s app review completes, and X and Threads follow their own platform approvals. Publishing works on every network regardless — details on the Unified Inbox page.

The moment a conversation arrives, AI classifies its sentiment, its intent — question, complaint, praise, lead, support, spam — and adjusts its priority. The result is a queue where complaints and hot leads float to the top instead of drowning under mentions, and every thread carries its tags before anyone has read it.

Work top-down and trust the ordering for a few days before customizing anything. Filters let you slice by channel, status, intent, or assignee when you need a narrower view. The same classifications are available to automations — a workflow can watch for complaint-intent conversations and ping your Slack the moment one lands, which is exactly the flow built in the automation guide.

Open a thread and you get the full history, the sender’s profile, and the reply box in one view. Three tools speed up the actual writing: saved replies with shortcuts for the answers you type every week, an AI draft button that writes a reply for the conversation you’re looking at, and translations when a customer writes in another language.

Statuses — open, pending, snoozed, closed — keep the queue honest: close what’s done, snooze what’s waiting on someone else, and the unread counts stay meaningful.

For teams, the inbox is a shared workspace: assign conversations to the right person (or let assignment rules route them), leave internal notes with @mentions that the customer never sees, and set SLA policies with first-response and resolution timers so nothing quietly ages out. Each member gets their own unread counts, and agencies keep a separate inbox per client workspace.

A workable division of labor for a small team: one person owns complaints and anything the SLA timer flags, another owns leads and sales questions, and everything tagged praise or general gets batch-answered once a day with saved replies. Because assignment, intent, and status are all visible on the thread list, nobody has to ask “who’s got this?” in a side channel.

Once the manual workflow feels solid, attach a Customer Support or Sales & Lead agent to a channel. In draft mode the agent reads each new conversation and attaches a suggested reply as an internal note; auto mode is opt-in, rate-limited, and pauses whenever a teammate takes over. Any thread can mute its agent with one click — for the tricky customer or the conversation you want to own yourself.

The combination is the point: triage prioritizes, agents draft, humans decide. If you haven’t hired an agent yet, the previous guide walks through it.