Communications
Socials
Answer Messenger, Instagram, WhatsApp and Telegram conversations and comments from one social inbox, with quick replies, auto-replies and routing rules.
On this page
Socials is a shared inbox for your business's social accounts: direct messages, comments and mentions from Messenger, Instagram, WhatsApp and Telegram, answered by your team from one place.
- Plan
- Pro or Enterprise (omnichannel communications)
- Open
- View Socials — Owners, Admins and Managers by default
- Reply and set up rules
- Manage Socials — Owners and Admins by default
- Also needs
- A connected Meta account (Messenger, Instagram), or a Telegram account
- Where
- Communications → Socials (
/communications/socials)
Connect your accounts#
Open Socials → Settings and choose Connect Social Account.
- Messenger and Instagram connect through your Meta account in a secure pop-up window. Allow pop-ups for Unobits if nothing appears. After connecting, Unobits syncs your recent conversations.
- Telegram connects your Telegram account itself: enter the phone number, the login code Telegram sends you, and your two-step password if you use one. Telegram account sessions run through the Unobits desktop app, which keeps the session on your computer rather than in the browser.
Use Sync now on a channel to pull the latest messages. Disconnect removes a channel.
The social inbox#
Socials → Inbox lists conversations across every connected channel. Filter by channel (All, Messenger, Instagram, WhatsApp, Telegram) and by type, or search names, labels, comments and messages.
Open a conversation to reply. The side panel holds the thread workspace:
- Assignment and notes — owner, priority (low, normal, high), status (open, needs review, automated, resolved, archived), labels and internal notes the customer never sees.
- Suggestions — Donna can draft a warm intro, ask for clarification, polish your draft or write a hand-off note.
- Resolve keeps the thread in the inbox as done; Archive moves it out of active work.
Comments#
Socials → Comments is the moderation feed for public comments on your posts, separate from one-to-one messages. Reply publicly, or send a private reply to the commenter's inbox.
Inbox Rules#
Socials → Inbox Rules holds automation for the social inbox only. It is separate from the workspace-wide Automations builder.
| Rule type | What it does |
|---|---|
| Quick replies | Saved responses with a shortcut, for DMs, comments or both |
| Auto replies | Send a message or template automatically — on a customer's first message, when a keyword matches, or after hours |
| Filters | Route matching conversations: assign an owner, set priority, add labels, pin matching threads |
Analytics#
Socials → Analytics shows message volume over the last 7 days (inbound and outbound), conversations by channel and delivery states.
Socials in the rest of Unobits#
- Social conversations appear in the Inbox alongside email and chat, and replies from there go out through Socials.
- A new social message can start a workspace automation (the trigger is in preview). See Triggers.
- Search finds social conversations for people with View Socials.