Community Inbox is the new version of Community. It includes the existing functionalities of Community (links at the end of this guide) plus some new exclusive functionalities in a new user experience designed to support the inbox zero approach.

Glossary of Vocabulary

Community Manager -> a user of the Suite.
Follower -> the user of the page or profile that the Community Manager managed with the Suite.

Setting up for Community

See How to Activate Profiles for Community & How to Set Up Profile Roles how to Activate Profiles for Community & How to Set Up Profile Roles.


A feed is a preset or custom entity that provides results based on certain criteria. These criteria are sometimes static (Incoming, Sent), sometimes dynamically depending on the Community Managers' combination of filters.

Feed Types

Preset Feeds

  • All Incoming
    All the incoming messages for any kind of message type.

  • Assigned to you
    All the incoming messages that have been assigned to the Community Manager.

  • Mentioned you
    All the incoming messages where the Community Manager was mentioned in the chat (internal notes).

  • For Approval
    All the outgoing messages that are waiting for the Community Manager’s approval to be published.

  • Sent
    All the outgoing messages that have already been successfully published, including the "outgoing" posts of the profiles.

  • Publishing problems
    All the outgoing messages that can't be published due to some platform problem and possible solutions.

Custom Feeds

  • Global Feeds
    A custom feed visible to the entire account and editable only by enabled Community Managers.

  • My feeds (private)
    A custom feed visible and editable only to the Community Manager who created it.

Starting from an existing preset feed and having applied one or more filters, Community Managers can save the combination as a new custom feed or update an existing one.

Managing Feeds

Only authorized Community Managers can manage global feeds.

To enable/disable a Community Manager from managing global feeds

  1. Go to Settings

  2. Roles & Permissions

  3. Account Roles → [Role]

  4. Community

  5. Click and check the Create, Edit & Order global feeds.

 Community Managers can:

  • Create feeds

  • Name feeds

  • Edit feeds

  • Duplicate feeds

  • Remove feeds

  • Set to private or global, if:

    • the Community Manager is authorized to create global feeds

    • the Community Manager (in case of private) or the account (in case of global) haven't reached the quota limit (check the limitations section below).

Creating Custom Feeds

These feeds are defined when applying new filters (one or more) on top of the preset feeds and saving them. Simply select the desired preset feed, choose a filter and press the Save as feed button.

You can edit or create a new custom feed using the same logic as above. Just select the custom feed of your choice, press Save button, and finally, press Save as new feed to create a new custom feed or press Save Changes to edit.

Renaming Custom Feeds

Hover with your mouse over the custom feed, then press the “other options” button (3-dots). A drop-down menu will appear → Press Edit → Fill in the Name section with the new name.

Feeds Limitations

Maximum amount of custom feeds

  • Each Community Manager can save up to 15 private feeds (My Feeds)

  • Once a limit is reached it is no longer possible to create a new feed until another feed of the same type has been deleted.

  • Each account can have up to 30 Global Feeds

    • Only authorized Community Managers can manage global feeds

Feed counter update

The counter is the number next to the feed name. It counts the number of messages according to the filter applied to the feed and the global filters (show done messages and date range selector).

  • The counter of the inactive feeds is automatically updated every 45-60s;

  • The counter of the active feed is updated live.

 Global Settings

Global settings are settings that apply on top of any feed or filter selection. For this reason, they cannot be saved as the setting of a custom feed.

These settings are stored by the system for each Community Manager - each Community Manager might have different global settings based on which settings are applied.

Show Done Messages

The Show done messages toggle allows to show or hide all the messages where the status is set to done.

The default state of this toggle is OFF (so that the messages marked as done are hidden).

Remember that this is a global setting, it overwrites filters.

 Date Range Selector

This feature allows the Community Manager to limit the number of days included in the results. There are two possible ways to deal with the date range:

  • By selecting the start date and the end date, the Community Manager selects a static date range

  • By selecting a preset, the Community Manager selects a running date range (so, for example, "Last 7 days + today" is automatically updated every day).

  • Default is the “Last 90 days” which corresponds to the maximum amount of data available in Community.

Sort By - Criteria

By default, the messages are sorted by date ascending. In other words, it shows the oldest first.

All the following can be sorted ascending or descending.

  • Date

  • Priority score

  • Engagement rate

  • Follower count (Twitter only)

  • Likes

  • Comments


All filters have tooltips providing more information - this guide will focus on the filters that need further explanation.

How the Filters are Combined

Just like other products in the Suite (i.e. Content Hub) the boolean logic of the filters is:

  • AND among the filters

  • OR inside the filter, among the selected properties

Fulltext Search with Booleans

It's a highly customizable filter based on the filtered text. You can use logical operators AND, OR, NOT for a more efficient search. Put any phrase "in quotes" to get an exact match.

Available operators (highlighted in red below):

  • AND

  • OR

  • NOT or - (dash)

  • "..." → find exact results

  • (...) → brackets, helps to define more precisely the logic combinations

Below are three examples of effective text search:

  • national geographic

  • "los pollos" NOT hermanos

  • (((white OR red) AND wine) OR cheese) AND "made in Italy" NOT "made in France"

Parent Post(s)

Useful for Community Managers who want to filter all the comments by their parent post(s). This filter is not immediately visible in the right sidebar and there are 2 possible methods to enable it:

  • To filter by one parent post only

    1. Hover the mouse over the parent post preview, next to a comment in the feed

    2. Then click the "Use post as filter" button, as shown in the image below.

  • To filter by one or more parent posts

    1. Go to the Sent feed

    2. (optional) Apply all the wanted filters to find owned posts – i.e. Message type: post, any wanted post labels.

    3. Select the necessary posts - A bar with a few options will appear under

    4. Click the “Use posts as filter for All Incoming" button, as shown below:

Language Filters

This filter allows the selection of the messages by the detected language.

  • The filter doesn't allow the selection of all the possible languages. It shortlists only the languages detected for the entire account in the last 90 days.

  • Learning AI: the list is updated every week to include any new languages.

  • At the moment, the language filter doesn't work for direct messages – coming soon.

 Filter Limitations

  • The search takes into consideration the text of the message and the follower’s name. So, when the logical operators are included in the search, the search takes only into consideration the text of the message and not the follower’s usernames. In other words, only the classic plain text search works with usernames.

  • Chatter Messages filter
    At the moment, the combination of 2 or more of these filters won’t provide more complex results.
    For example, only mentions + only emojis won’t find the messages containing both mentions and emojis. Instead, it will (separately) find all the messages containing only mentions and all the messages composed of emojis only.

Multi-selection & Results

Multi-selection allows Community Managers to select multiple messages to apply bulk actions.

To do this, click on the top-left checkbox of one or more content in the feed. Once checked, a bar will appear at the bottom of the Community Inbox with the following options and details:

  • Number of selected items

  • Change sentiment

  • Apply labels

  • Assign Community Managers

  • Change status

As shown in the image below:

Community Managers can also bulk select all the items loaded in the feed. To achieve this, click the top-left checkbox at the central section of the Inbox, as shown in the image below:

Only 50 results will be loaded by default. To load the next 50, scroll to the end of the feed.

Result Limitations

Only 50 results are loaded by default. By scrolling to the end of the loaded messages, the system loads 50 more results. This limitation is in place to avoid impacting the global performance of Community Inbox.

Details Section

This section of the message is where the Community Manager can find the details of that content. It also shows the whole conversation.

The following image shows how you can access it:

Once pressed, the Community Manager will be taken to a page where (if available), the entire conversation is displayed. Followers’ details will also be displayed to the bottom right of the page.

More resource

For all the other information about Community in general, consult the other articles about Community: