Inbox

The Inbox brings together conversations with your community for the selected brand: direct messages on one side, comments on the other. The badge in the menu shows the number of items to handle.

What's supported

You can't delete or like a comment, or send an attachment in a direct message.

Your account status

When nothing is selected, the right-hand panel shows Comptes de la marque (Brand accounts) with the status of Messages and Commentaires (Comments) for each account:

• Actif (Active): the feature works. « (lecture) » (read) means you can read but not reply from Klickbee.
• Permission en attente (Permission pending): the matching permission is being reviewed by Meta. It will turn on as soon as it's granted; you'll then need to reconnect the account.
• Reconnecter le compte (Reconnect the account): the account was connected without access to messages and comments. Reconnect it in Réglages › Canaux (Settings › Channels), or ask a Super admin to do it.
• Non disponible (Not available): the network doesn't allow it.

Fetching messages and comments

• Instagram and Facebook: new messages and comments arrive automatically, in real time, once the account has been synced for the first time.
• Threads: replies arrive when you sync.
• YouTube: comments are fetched once a day.

The Synchroniser (Sync) button (arrows at the top of the list) fetches the latest conversations from all of the brand's accounts: the 25 most recent conversations, and the comments on the last 10 posts (the last 200 comment threads for YouTube). Do this after connecting an account. The list then refreshes on its own as long as the tab is open.

Handling direct messages

Choose Messages, then À traiter (To handle) or Traités (Handled). Opening a conversation marks it as read.

Type in Écrire une réponse… (Write a reply…) then Envoyer (Send), or Ctrl/⌘ + Enter. Replies are limited to 1,000 characters, text only. Images you receive are shown in the conversation; other attachments are flagged (« Pièce jointe », Attachment).

Marquer traité (Mark as handled) moves the conversation to Traités (Handled); Rouvrir (Reopen) puts it back to handle.

Handling comments

Choose Commentaires (Comments). Each comment shows the post it belongs to (Sur la publication, On the post), with the links Voir le post dans Klickbee (View the post in Klickbee), if the post was published via Klickbee, and Ouvrir sur le réseau (Open on the network).

• Répondre publiquement… (Reply publicly…) then Répondre (Reply): posts a reply under the comment (1,000 characters max). The comment is automatically marked as handled.
• Masquer (Hide) / Afficher (Show) (Instagram, Facebook, and YouTube with the authorization): a hidden comment is only visible to its author and their friends (on YouTube, it's held for review in YouTube Studio).
• Marquer traité (Mark as handled) / Remettre à traiter (Mark as to handle).

YouTube comments

YouTube comments always show up in the Inbox. To reply to them or hide them from Klickbee, the channel must have granted permission to manage comments. Until it has, the Répondre sur YouTube (Reply on YouTube) button opens the comment on YouTube so you can reply there directly.

Who can do what

A new direct message creates an in-app notification for the brand's team. New messages and comments can also be sent to your tools via webhook.

Disconnecting an account removes its conversations and comments from the Inbox.