A unified social media inbox for comments, DMs, mentions and reviews
Every comment, direct message, mention and review from your connected networks lands in one stream, assignable to a team member, taggable, and timed against an SLA — so nothing sits unanswered because nobody knew it existed.
The reply that never got sent wasn't lost — it was just in the wrong tab
A team running five or six networks doesn't lose track of messages because nobody cares. It loses track because a Facebook comment, an Instagram DM, a mention on X and a new Google Business Profile review each live in a different native app, checked by a different person on a different schedule. A negative review sits for three days not because it was ignored, but because the person who could have caught it in hour one wasn't the one who happened to open that app that day.
A unified inbox fixes the routing problem, not just the visibility problem: it collects messages in one place and assigns each one to a specific person with a clock running.
One stream: comments, DMs, mentions and reviews
WDIBoard pulls comments, direct messages, mentions and reviews from every connected network into a single feed. Work the whole stream at once, or filter down to one network, one channel, or one message type. Each item carries its full conversation context — the original post or thread, and the prior back-and-forth with that person — so replying doesn't require switching to the network's own app to see what they're responding to.
Spam and priority filtering keep the stream usable at volume: low-value noise (bot replies, obvious spam) can be filtered out of the main queue, while messages flagged as higher priority surface to the top instead of getting buried under routine comments.
Assignment, tags, saved replies and sentiment labels
Any message can be assigned to a team member, so ownership is explicit instead of implied by whoever happens to be watching the notification bell. Tags group related messages — by topic, campaign or issue type — so a support thread about a shipping delay can be pulled up as a set, not hunted for one message at a time.
Saved replies cover the genuinely repetitive messages — "what are your hours", "where do you ship" — so nobody is retyping the same answer for the fortieth time. Sentiment labels mark each message positive, negative or neutral, which is what makes it possible to triage a busy stream by tone instead of arrival order.
SLA timers keep response time visible, not just hoped for
Each message can carry an SLA timer — a countdown against how long it's been waiting for a reply. It doesn't answer the message for you, but it turns "we should probably get back to people faster" from a vague aspiration into a number a team lead can act on before it becomes a problem, not after.
How the three pieces work together. Assignment answers "whose job is this." Sentiment answers "how urgent is it." The SLA timer answers "how long has it been." A negative-sentiment message assigned to nobody with a timer past its window is what a manager should see first each morning — that combination is what separates a real escalation from a comment that can wait.
What actually changes in a team's day
Running assignment, sentiment and SLA timers together isn't "better organization" in the abstract — it's a specific change in what gets picked up first, what gets batched, and what stops falling through entirely.
| Message type | What happens to it | Why |
|---|---|---|
| Negative-sentiment message, SLA timer past its window | Escalated — surfaces above routine messages | Age plus tone is the strongest signal a reply is overdue and the person is getting more frustrated, not less |
| Routine "what are your hours" style questions | Batched — answered in minutes with a saved reply, often several at once | These don't need individual thought, so they're handled as a group instead of interrupting higher-priority work |
| A new review, any star rating | Assigned to a specific person, tagged by location if multi-location | Reviews are public and permanent — an unowned one is the most likely to sit unanswered |
| Positive-sentiment mentions and comments | Acknowledged in the normal course of working the queue, not escalated | Low urgency — sentiment already says it can wait its turn |
| A message with no assignee at all | Visible in the shared queue, not invisible in someone's personal app | The one thing a unified inbox structurally prevents: a message nobody even knew existed |
None of this requires a person to remember to check five apps. The stream, the assignment and the timer do the remembering.
Review management across locations
Reviews from Google Business Profile and Trustpilot-style review sources come into the same inbox as comments and DMs, with star filters so a team can pull up only the 1- and 2-star reviews that need a response, or scan everything at a glance. Multi-location support matters here specifically: a business running several locations, or an agency running review management for several clients, can work reviews by location instead of one undifferentiated pile where a review for the downtown store and the airport store look identical.
Assignment and SLA timers apply to reviews the same way they apply to comments and DMs — a review isn't a separate workflow bolted onto the inbox, it's the same queue with the same tools.
Keyword-triggered automation and alerts
Automation rules watch incoming messages for keywords and can trigger an action when one matches — useful for catching a specific complaint type, a competitor mention, or a phrase that should always get a human's attention fast. Alerts from the inbox can go to email, Slack, Telegram or a generic webhook, and every destination has a "send test alert" action so you can confirm it fires before you rely on it during a real incident, rather than finding out it was misconfigured the day it mattered.
AI reply drafts are optional — off by default
WDIBoard's AI layer, including inbox reply drafts, sits behind a feature flag that is off by default. The inbox works fully without it: assignment, tags, saved replies, sentiment labels, SLA timers, spam filtering and review management all function on their own. Turn AI Studio on and it can draft a suggested reply for a team member to edit or send; leave it off and nothing about the core workflow changes. Real providers back the AI layer — an Anthropic driver and an OpenAI-compatible driver — so turning it on doesn't lock you into one vendor's model. See more on social media scheduling.
Who this is for
Teams handling enough comment and DM volume that "one person checks each app" has stopped working — the inbox gives a shared queue instead of five private ones. Businesses and agencies managing reviews across several locations, where a star filter and location tagging replace scrolling through one undifferentiated list. And anyone who's had a complaint sit unanswered for days simply because no single person owned it — an SLA timer plus assignment is built to stop that.
Frequently asked questions
What counts as a message in the unified inbox?
Comments, direct messages, mentions and reviews from any connected network — Reddit, X, Facebook, Instagram, LinkedIn, TikTok, Mastodon, Bluesky, Telegram and Google Business Profile — arrive in the same stream, each with full conversation context.
How does an SLA timer work?
It counts how long a message has been waiting for a reply, so unanswered items become visible by age instead of staying hidden in a queue. Combined with sentiment labels, it's what tells a team which messages to escalate first.
Can I manage reviews for more than one location?
Yes. Reviews from Google Business Profile and Trustpilot-style sources support multi-location tagging and star filters, so a business with several locations, or an agency running several clients, can work reviews by location rather than as one mixed list.
Do I have to use AI to draft replies?
No. AI reply drafting is off by default and sits behind a feature flag. Every other inbox feature — assignment, tags, saved replies, sentiment labels, SLA timers, spam filtering, review management — works fully without it.
Where do inbox alerts get sent?
Email, Slack, Telegram, or a generic webhook. Every alert destination has a "send test alert" action so you can confirm it works before you depend on it.
Can automation rules do anything with keywords?
Yes. Keyword-triggered automation rules watch incoming messages and can trigger an action when a keyword matches — for example flagging a specific complaint type or a phrase that needs fast human attention.
Is the inbox available on the Free plan?
Yes. Inbox features aren't gated by plan tier. Brand count, monthly posts and analytics history scale with the plan — see the exact numbers on the pricing page.
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