Key takeaways
- Keep clients apart: filter by client, and scope teammates to the clients they work on.
- Give every conversation an owner and every client a response target with business hours.
- Saved replies and labels keep answers consistent across a team.
- Report response times and workload per client from the Solo plan.
Separate clients from the start
Each client’s accounts sit in its own group, and the inbox filters by client in one click. Teammates who are scoped to certain clients only see those clients’ conversations, the same way they only see those clients’ posts.
Give every conversation an owner
Assign a conversation to a teammate, and alerts can tell them when something new is assigned. Labels group conversations by topic or campaign, internal notes carry context between shifts, and snooze hides a conversation until a follow-up is due.
Set a deadline per client
A response target — from five minutes to a week — can differ per client, and it can follow the client’s business hours so a message at 11 p.m. is not overdue by 8 a.m. The list shows the time left on each conversation and counts missed targets.
Answer consistently
Saved replies hold the answers a client has signed off, and SkedCast AI can suggest a reply in each client’s brand voice. A reply can go to an owner or manager for approval first.
Automate the repetitive part
From the Studio plan, rules route negative comments to a senior teammate, label sales questions and hide comments with links. For answers, a rule can use a saved reply, have AI draft a reply in each client’s voice for the team to send, or let AI answer routine positive comments and reviews automatically — with limits on automatic replies on by default.
Report on response
The inbox report (from the Solo plan) shows volume by day, response times against target, sentiment, topics and each teammate’s workload, exports to CSV, and can be added to a client report.
FAQ
- Can clients’ conversations be kept separate in one inbox?
- Yes. Conversations filter by client, and a teammate scoped to certain clients sees only theirs.
- Can response targets follow a client’s business hours?
- Yes. A target can use business hours, so time outside them does not count against it.