How to Open Respond 2.0 and Choose an Inbox

Respond 2.0 lets you manage supported social conversations from one place inside SocialBu. When you open Respond 2.0, you can choose whether you want to view conversations for a specific social account or for an entire team.

This guide explains how to open Respond 2.0, choose the right inbox, and understand what to do if an inbox is missing, empty, or not set up yet.

Before you start

Before opening an inbox in Respond 2.0, make sure:

• You are logged in to the correct SocialBu workspace.
• Your social accounts are connected to SocialBu.
• Your team role allows you to access Respond 2.0.
• The platform you want to manage is supported in Respond 2.0.
• The social account has the required permissions for messages, comments, or conversations.

If an account was connected a long time ago or permissions have expired, reconnecting the account may be required before conversations appear.

Step 1: Open Respond 2.0

1. Log in to SocialBu.
2. Look at the left sidebar.
3. Click Respond 2.0.

You can also open Respond 2.0 directly from:

https://socialbu.com/app/respond-v2

After Respond 2.0 opens, you will see the home screen where you can choose which inbox to open.

Step 2: Choose Accounts or Teams

At the top of the Respond 2.0 home screen, you will see two main options:

• Accounts
• Teams

Use these options to decide what type of inbox you want to open.

What is an account inbox?

An account inbox shows conversations for one connected social account.

For example, an account inbox may show conversations for:

• One Facebook Page.
• One Instagram account.
• One LinkedIn organization/page where supported.
• Another connected SocialBu-supported account.

Use an account inbox when you want to focus on one specific social profile or page.

What is a team inbox?

A team inbox shows conversations from all supported accounts in that team.

Use a team inbox when you want a broader view of conversations across multiple connected accounts in the same team. This is useful for support teams, agencies, and brands that manage several social accounts together.

When should I choose Accounts?

Choose Accounts if:

• You only want to manage one social account.
• You are checking conversations for one brand, page, or profile.
• You want to avoid mixing conversations from multiple accounts.
• You are troubleshooting a specific connected account.

When should I choose Teams?

Choose Teams if:

• You want to see conversations from all accounts in a team.
• Multiple team members manage the same social inbox.
• You want one shared view for support or engagement.
• You manage several client or brand accounts in one SocialBu team.

Step 3: Pick an account or team

After selecting Accounts or Teams, the list below will update.

You will see cards for the available accounts or teams. Each card may show:

• The account or team name.
• The social network or account type.
• The number of active conversations.
• Whether the inbox is ready to open or needs setup.

Click the card for the account or team you want to open.

Step 4: Open or activate the inbox

After clicking a card, one of two things can happen:

If the inbox is already set up

The inbox will open immediately, and you will see the list of conversations.

If the inbox is not set up yet

You may see a short message asking you to continue. Click Continue to turn on the inbox and open it.

This setup step helps SocialBu prepare the inbox for that account or team.

Step 5: Start managing conversations

Once the inbox opens, you can start reviewing conversations.

Depending on the platform and permissions, you may be able to:

• Read messages or comments.
• Open conversation threads.
• Reply to supported conversations.
• Review incoming engagement.
• Move between conversations.

Available actions can vary by platform because social networks have different API permissions and limitations.

After you open an inbox

After choosing an account or team inbox, you can open conversations from the list and review the full thread. Depending on platform support and permissions, you may be able to reply directly from Respond 2.0.

Use the available conversation statuses, such as Open, Pending, Closed, or Spam, to keep the inbox organized. This is especially helpful when more than one team member handles replies.

Inbox settings overview

Inside an inbox, look for the settings or gear icon. Inbox settings can help you review account connection status, reconnect disconnected accounts, and manage inbox-specific options where available.

If conversations are missing, replies fail, or an account shows as disconnected, inbox settings are a good first place to check before contacting support.

Understanding active conversation counts

Some account or team cards may show a number of active conversations.

This number helps you quickly identify where there are conversations that may need attention. If the number looks different from what you see on the native platform, it may be due to sync timing, filters, unsupported conversation types, or platform API limits.

Why an inbox may be empty

An inbox may appear empty if:

• There are no supported conversations yet.
• The account was recently connected and is still syncing.
• The account needs to be reconnected.
• The selected platform does not support that conversation type in Respond 2.0.
• Your team role does not have permission to view the conversations.
• The conversations are available on the native platform but not exposed through the platform API.

If you expected conversations to appear, reconnect the account and refresh Respond 2.0.

Supported platform notes

Respond 2.0 supports many SocialBu-supported platforms, but availability can vary by network and account type.

Current notes:

• TikTok and Pinterest are not supported in Respond 2.0.
• Twitter/X and Reddit support are coming soon.
• LinkedIn personal profile messages are not supported.
• LinkedIn organization/page activity may be available where supported.
• Instagram actions depend on account type and permissions.
• Instagram comment Like is not currently available in Respond 2.0.

For actions that are not available in Respond 2.0, use the native social platform.

Common questions and troubleshooting

I cannot see Respond 2.0 in the left sidebar.

Make sure you are in the correct SocialBu workspace and that your team role has access to Respond. If you still cannot see it, ask your workspace admin or contact SocialBu support.

I cannot see the account I want to open.

Check whether the account is connected to SocialBu. If it is connected but still missing, reconnect the account and confirm that the correct team has access to it.

I cannot see a team inbox.

Make sure you are a member of the correct team and have permission to access Respond. If the team has no connected supported accounts, the team inbox may not show useful conversation data.

The inbox asks me to click Continue. Is that normal?

Yes. If the inbox has not been set up yet, Respond 2.0 may ask you to click Continue before opening it. This activates the inbox for that account or team.

The inbox opens but has no conversations.

The account may not have supported conversations yet, or it may need more time to sync. Also check whether the account needs to be reconnected or whether the platform supports that conversation type.

The active conversation count looks wrong.

Counts can vary because of sync timing, filters, unsupported conversation types, account permissions, or platform API limits. Refresh the page and reconnect the account if the count does not update.

I selected Teams but do not see all accounts.

Team inboxes only include accounts that belong to that team and are supported in Respond 2.0. Check the team’s connected accounts and permissions.

I selected Accounts but want to see everything together.

Switch to Teams and choose the relevant team inbox. This lets you view supported conversations across that team’s connected accounts.

I can open the inbox but cannot reply.

Reply availability depends on the platform, account type, permissions, and conversation type. Some conversations may be visible but not replyable from third-party tools.

My LinkedIn personal profile inbox is missing.

LinkedIn personal profile messages are not currently supported in Respond 2.0. LinkedIn support is focused on organization/page activity where supported.

My Instagram inbox is missing or incomplete.

Reconnect the Instagram account and confirm the related Facebook Page permissions are correct. Instagram availability depends on account type, permissions, and platform access.

Respond 2.0 is not loading.

Refresh the page, check your internet connection, try another browser, or disable browser extensions that may block scripts. If the issue continues, contact support with a screenshot.

Best practices

• Use account inboxes for focused work on one profile or page.
• Use team inboxes when managing multiple accounts together.
• Reconnect accounts when conversations stop syncing.
• Make sure team members have the right Respond permissions.
• Coordinate replies internally to avoid duplicate responses.
• Use the native platform for actions not currently supported in Respond 2.0.

Need further assistance?

If you cannot open the right inbox or conversations are missing, contact us at support@socialbu.com.

Please include:

• Your SocialBu account email.
• Workspace or team name.
• The account or team inbox you tried to open.
• The social platform affected.
• A screenshot of what you see.
• Whether the account was recently connected or reconnected.