First-time Setup: Enabling an Inbox

The first time you open a Respond 2.0 inbox for an account or team, SocialBu may ask you to enable that inbox. This is a one-time setup step that turns on conversation collection for that inbox.

After the inbox is enabled, you can open it again later without repeating the same setup step.

What does enabling an inbox mean?

Enabling an inbox tells SocialBu to start preparing that account or team inbox for Respond 2.0.

This allows SocialBu to:

• Create the Respond 2.0 inbox for the selected account or team.
• Start showing supported conversations for that inbox.
• Make the inbox available for future use.
• Let team members with permission access the inbox.

Until an inbox is enabled, it may not show conversations in Respond 2.0.

When do you need to enable an inbox?

You may need to enable an inbox when:

• You open Respond 2.0 for a connected account for the first time.
• You open a team inbox for the first time.
• A new account was added to SocialBu and has not been used in Respond 2.0 yet.
• A team inbox has not been activated before.

This setup is normally required only once per inbox.

Before you start

Before enabling an inbox, make sure:

• You are logged in to the correct SocialBu workspace.
• The social account is connected to SocialBu.
• Your team role allows you to access Respond 2.0.
• The account or team you want to use appears on the Respond 2.0 home screen.
• The platform is supported in Respond 2.0.

If the account is disconnected or permissions have expired, reconnect the account before enabling or using the inbox.

How to enable an inbox

1. Open SocialBu.
2. Click Respond 2.0 from the left menu.
3. Choose Accounts or Teams at the top.
4. Click the card for the account or team inbox you want to open.
5. If the inbox is not enabled yet, you will see a setup message.
6. Click Continue.
7. Wait for the inbox to open.

Once the setup finishes, the inbox will open and you can start reviewing conversations.

Enabling an account inbox

Choose Accounts if you want to enable Respond 2.0 for one specific connected social account.

Use this option when you want to manage conversations for one account, such as one Facebook Page, Instagram account, or supported LinkedIn organization/page.

Enabling a team inbox

Choose Teams if you want to enable an inbox that brings together supported conversations from all accounts in a team.

Use this option when your team manages multiple connected accounts and wants one shared inbox view.

Do you need to enable every account?

Yes, each account or team inbox may need to be enabled separately the first time you use it.

You can enable only the inboxes you actually want to manage in Respond 2.0. You do not need to enable every connected account unless you plan to use all of them in Respond.

What happens after enabling?

After an inbox is enabled, you may see:

• A conversation list on the left.
• Conversation details when you open a thread.
• A reply box where replies are supported.
• Inbox status options such as open, pending, closed, or spam.
• The inbox name at the top.
• A settings or gear icon for inbox settings.

Some inboxes may appear empty at first while conversations sync or if there are no supported conversations yet.

Recommended next steps after setup

After the inbox opens for the first time, review the conversation list and confirm that the expected account or team is selected.

• Open a conversation to check the full thread.

• Confirm whether replies are available for that conversation type.

• Review available statuses such as Open, Pending, Closed, or Spam.

• Check the settings or gear icon for inbox settings and account connection status.

• Tell team members which inbox they should monitor to avoid duplicate replies.

If the inbox is empty right after setup, give it a short time to sync and then check the account connection status.

Why the inbox may be empty after setup

An enabled inbox can still be empty if:

• The account has no supported messages or comments yet.
• Conversations are still syncing.
• The social account needs to be reconnected.
• The platform does not support that conversation type in Respond 2.0.
• Your team role does not allow you to view those conversations.
• The native platform does not expose those conversations through its API.

If you expected conversations to appear, refresh Respond 2.0 and check the account connection status.

Current platform notes

Respond 2.0 support can vary by social 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.

If an action is not available in Respond 2.0, use the native platform for that action.

Common questions and troubleshooting

I clicked an inbox and saw a Continue button. Is that normal?

Yes. That means the inbox has not been enabled yet. Click Continue to complete the one-time setup.

I clicked Continue, but the inbox did not open.

Refresh the page and try again. If it still does not open, check whether the connected account is active and whether your team role has Respond access.

The inbox is enabled but no conversations appear.

The inbox may still be syncing, or there may be no supported conversations yet. Also check whether the account needs to be reconnected.

I do not see the account I want to enable.

Make sure the account is connected to SocialBu and belongs to the correct team. If the account is connected but missing, reconnect it and refresh Respond 2.0.

I do not see the team I want to enable.

Make sure you are a member of that team and have permission to access Respond. Also confirm that the team has supported connected accounts.

Do I need admin access to enable an inbox?

You need the correct SocialBu team permissions. If you cannot enable the inbox, ask your workspace admin to check your role and account access.

Can multiple team members use the same enabled inbox?

Yes, team members with the correct permissions can use the same enabled inbox. Teams should coordinate replies to avoid duplicate responses.

Can I disable an inbox later?

If you no longer want to use an inbox, check the inbox settings or contact support for help. You can also disconnect a social account if you no longer want SocialBu to access it.

Why can I read a conversation but not reply?

Reply availability depends on the platform, account type, permissions, and conversation type. Some platforms allow conversations to be viewed but restrict third-party replies.

What should I do if setup keeps failing?

Reconnect the social account, refresh Respond 2.0, and try enabling the inbox again. If the issue continues, contact support with a screenshot and the account or team name.

Best practices

• Enable only the account and team inboxes your team plans to manage.
• Use account inboxes for focused work on one social account.
• Use team inboxes for a shared view across multiple accounts.
• Reconnect accounts when conversations stop syncing.
• Make sure team permissions are correct before asking users to manage inboxes.
• Keep the native platform available for actions not yet supported in Respond 2.0.

Need further assistance?

If you cannot enable an inbox or conversations do not appear after setup, contact us at support@socialbu.com.

Please include:

• Your SocialBu account email.
• Workspace or team name.
• The account or team inbox you tried to enable.
• The social platform affected.
• A screenshot of the setup message or error.
• Whether the account was recently connected or reconnected.