How to manage conversations in the Sked Social inbox
When a conversation comes in through a Feed, you can open it, take action on it, reply, and close it. This article covers the full set of conversation controls: viewing user context, assigning and tagging conversations, replying (including internal notes and templates), managing comment sentiment, and moderating comments.
Prerequisites
- At least one Board with at least one Feed set up
- For template replies: reply templates already created in Board settings → Reply templates
- Moderation actions (hide, delete) are available on Meta platforms (Facebook, Instagram). Availability varies on other platforms.
Opening a conversation
Click any conversation card in a Feed column. The conversation thread opens and shows the full history of messages with that person in that conversation type — direct messages always stay within the DM thread, comments stay within the post thread.
Conversation actions
Each open conversation has a set of actions in the conversation panel:
View profile
Opens the person's social profile page. Shows their followers, following count, posts (subject to their privacy settings), and their comment history with your page. Useful for identifying regular engagers or understanding who you're talking to before replying.
Assign
Assigns the conversation to a specific team member. Use this when a particular person handles certain conversation types or when handing off to someone else. The assignee filter in Feed settings means assigned conversations can be routed to the right column automatically.
Save
Bookmarks the conversation so you can return to it later. Use it when you need to pick something back up but don't want to close it yet.
Tag
Applies a conversation tag. Select an existing tag or type a new name and press Enter to create one. You can apply multiple tags to the same conversation. Tagged conversations can be filtered in any Feed using the Tags filter.
Resolve (tick icon)
Marks the conversation as resolved. If the Feed is set to show Open conversations only, the conversation disappears from the Feed immediately after closing. Closing is reversible — conversations can be reopened.
Replying to a conversation
The reply area at the bottom of the conversation has three tabs:
Direct reply
Sends a public reply to the person — a comment reply on a post, or a message in a DM thread.
Internal note
Posts an internal team note visible only to your workspace members. The person you're talking to never sees it. Use it to add context, flag something for a colleague, or leave instructions before assigning.
Templates
Opens the template picker. See [How to use reply templates and conversation tags] for full detail. Static templates insert fixed copy; Smart templates generate a contextual draft using your Brand Kit.
After typing your reply, click Reply to send, or Reply and close to send and mark the conversation as resolved at the same time.
Attachments in DMs
In direct message threads you can attach files to your reply. Choose From library to pick from your Sked media library, or From your computer to upload directly. Inbox V2 has significantly improved handling for incoming attachments too — PDFs and images sent to you are displayed properly in the thread.
Sentiment on conversations
For comments on posts, each conversation card shows a sentiment indicator — the most recently recorded sentiment for that conversation. Because a post can have multiple people commenting, Sked always shows the last recorded sentiment rather than an average.
Sentiment values: Positive, Negative, Neutral, Mixed
An ad indicator also appears on comment cards if the comment came from an ad post.
Overriding sentiment manually
If the automated sentiment detection got it wrong — more common with sarcasm, slang — you can correct it:
- Open the conversation.
- Click the sentiment indicator.
- Select the correct label: Positive, Negative, Neutral, Mixed
The override applies immediately. A Feed filtered by sentiment will reflect the updated label.
Your social listening data will be updated after any conversation updates, although you may notice a small delay from updating a conversation to the change in Social Listening
Comment moderation
For comments on posts, two moderation actions are available in the conversation:
Hide comment on post
Hides the comment from public view. The person who left the comment and their connections can still see it — it is not deleted. Use this to remove a comment from public visibility without permanently deleting it.
Delete comment on post
Permanently removes the comment from the platform. Use this for spam, abuse, or anything that warrants full removal.
Not all moderation actions are available on every platform. Both are fully available on Meta (Facebook and Instagram).
Sending a direct message from a comment
If someone leaves a comment on your post, you can send them a private DM directly from the conversation panel. This is time-limited — the option is only available for 7 days after the comment is posted.
Troubleshooting
A conversation I closed is still appearing in my Feed.
Check the Feed's Status filter. If it is set to All rather than Open, closed conversations remain visible. Edit the Feed and change Status to Open to have resolved conversations drop out automatically.
I can't assign a conversation to a team member.
Confirm the team member has access to the workspace and to the account the conversation came from. Account-level access is controlled separately in Connected Accounts settings.
The Hide comment option isn't available.
Moderation actions depend on the platform. Hiding comments is available on Facebook and Instagram. It may not be available on other connected platforms.
Sentiment on a comment card doesn't match what I see in the thread.
The Feed card shows the most recently recorded sentiment for that conversation — it updates when you override the sentiment manually or when a new comment comes in. If the card and thread don't match, try refreshing the board.