Assignments & routing
Assign conversations manually or with rules — by platform, keyword, intent, or round-robin.
Unified Inbox
Every DM, comment, and mention — one prioritized inbox
Stop app-hopping to keep up with your audience. Conversations from your connected channels land in one shared inbox, AI-sorted by sentiment, intent, and priority — with reply agents, saved replies, assignments, and SLA timers built in.
AI triage
Your inbox reads itself before you do
Every incoming conversation is classified on arrival — so the angry customer never waits behind forty “🔥🔥” comments.
Sentiment & intent on arrival
Complaint, question, praise, lead, spam — detected automatically, shown as labels, usable as filters and automation triggers.
Priority that means something
Complaints and buying intent get bumped to urgent/high automatically; you see the queue in the order it deserves.
Auto-tagging
AI applies your tags — Lead, Support, VIP, Wholesale — so filtered views and reports stay accurate without manual housekeeping.
Wired into automations
The same classification drives the automation canvas: alert Slack on complaints, route leads to the sales agent, tag the rest for the morning review.
Replying, three speeds
From AI-assisted to fully delegated — you pick the gear
AI draft in the composer
One click writes a context-aware reply for the conversation you're reading — in your brand voice, with tone options and translations.
Saved replies & quick suggestions
Your best answers, one shortcut away. Quick replies suggest three short responses you can send or edit instantly.
Agents on the channel
Attach a Customer Support or Sales & Lead agent and every new customer message gets a drafted reply as an internal note — or an automatic reply in opt-in auto mode, which stands down whenever a human joins.
Human override everywhere
Pause the agent on any conversation with one click. Take over any thread. The inbox is your team's — agents are staff, not owners.
Built for teams
Shared without stepping on each other
Internal notes
Discuss a conversation privately with @mentions before anyone replies publicly.
SLA timers
First-response and resolution targets with warnings before you breach them.
Statuses & snooze
Open, pending, snoozed, closed — and per-member unread counts that actually add up.
Privacy-first by design
Message ingestion is opt-in, per channel
Connecting an account for publishing never silently starts collecting its messages. Each channel has its own inbox switch — off by default. Turn it on and Nimply subscribes to that channel’s messages; turn it off and the subscription is removed and ingestion stops.
Honest platform status
- Live now: YouTube comments (poll-based, moderation included).
- In platform review: Instagram & Facebook DMs, comments, and mentions (Meta app review).
- Next: X (Twitter) DMs and Threads replies, pending their approvals.
Unified inbox — frequently asked questions
What is a unified social media inbox?
It's one shared inbox that collects direct messages, comments, and mentions from your connected social accounts, so your team stops hopping between native apps. In Nimply, every conversation arrives as a thread with the full history, the customer's profile, AI-detected sentiment and intent, priority, tags, assignment, and internal notes — plus the reply box right there.
Which platforms does the inbox support right now?
Inbox coverage 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. X (Twitter) DMs and Threads replies follow their own platform approvals. Publishing and scheduling work on all 8 networks regardless.
Can AI reply to messages for me?
Three ways, all under your control: the composer's AI draft button writes a reply for the conversation you're looking at; quick replies suggest short answers in one click; and you can attach a Customer Support or Sales agent to a channel so every new customer message gets a drafted reply as an internal note — or an automatic reply if you enable auto mode, which pauses whenever a teammate takes over.
How does the AI triage work?
The moment a conversation arrives, AI classifies its sentiment (positive to negative), intent (question, complaint, praise, lead, support, spam), and adjusts priority — so complaints and hot leads float to the top instead of drowning in mentions. You can wire the same classification into automations: alert Slack on complaints, auto-tag praise, route leads to the sales agent.
Is my message data private?
The inbox is opt-in per channel: Nimply doesn't ingest a single message from a connected account until you explicitly switch that channel's inbox on — and turning it off unsubscribes the platform webhook and stops ingestion. Connecting a channel for publishing never silently starts message collection.
Does it work for teams?
Yes — assignments with routing rules, internal notes with @mentions, saved replies with shortcuts, SLA policies with first-response and resolution timers, statuses (open, pending, snoozed, closed), and per-member unread counts. Agencies run a separate inbox per client workspace.
One inbox. Every conversation. Triaged before you sit down.
Start free, switch on the channels you want ingested, and let triage sort your mornings.