If you are a nonprofit only using Meta platforms (Facebook and Instagram), would you be surprised if I told you that you already have access to inbox management features through Meta Business Suite?
 

Learn The Basics Of Meta Automation

Here are some things you can do in Automations that can be extremely helpful for communication management for your nonprofit:

1. Identify Unanswered Messages 

This automation will filter and sort your messages so the unanswered ones appear only. Great for making sure you hit your response time goals.

2. Comment to Message 

You can use this feature to automatically send information to their direct messages based on a comment keyword. Great for leads and follow-up for event invites, sale information, or sending links to join something on Instagram.

3. Custom Keywords

Replies to the comment featuring a keyword. Great for answering questions related to important topics, or monitoring certain challenging or negative keywords. You could have this set up with "Comment to Message", so that you engage with the comment publicly, and then the information is sent.

4. Custom Automations

Build out custom automations like the spam filter mentioned here, so that you can take back your time and have more control over your page and how your organization shows up.
 

Inbox Management Tools Available

To Do Check - this lets you know what you have to follow up on regarding comments, messages, or things that may require your attention. It's a button located beside your profile picture on the right.

Saved replies - these are replies you set up that your team can use to respond to comments. Great for canned responses that your team member can then customize before sending. Useful for getting information out to your audience fast, or repetitive information you want to make sure is accurate and on brand.

Add labels - great for organizing information about the people interacting with your content. Only the people you manage your page can see the labels. Examples: new customer, lead, important, follow-up, VIP, new donor etc.

Assign Conversations - assign conversations to team members so they can best accurately follow up with the message, or to let a supervisor or manager know that their response is needed. To assign a conversation, click the manage button, and then select the assign conversation action after selecting which message you wish to assign.

Manage and Sort - organize, organize, organize! You can use the manage button and filters to sort and manage messages in bulk to get your inbox in a good state. It feels so nice to have an inbox where the spam is sorted and away from the important messages.

Add contact details - you can add contact details on the contact page located right of the message frame. This is handy for letting your team members know important information about a contact.

People labels, Leads, and Notes - Continuing to fill out the contact details also allows you to add labels, mark order status or leads, and even make notes. Notes can be helpful if there was an important interaction. Example notes: Customer prefers to be inboxed on Meta rather than called by telephone. On Monday, April 20, the customer called the store irritated and spoke to the staff rudely.

When is an inbox management tool right for you?

If you are on more than just Meta Platforms, such as LinkedIn and TikTok, and need a dedicated customer service care representative to manage your customer relationships, utilizing a tool could be of benefit to your nonprofit or business.

If this still seems overwhelming, and you think you need support, we are happy to help set up systems and provide customer care assistance that works for you.