How to use the Sked Social inbox: Boards, Feeds, and reply templates

Prerequisites

Before you start, confirm the following:

• Your workspace is on a Sked Social plan with inbox access (Basic, Grow, Accelerate, Custom and Legacy plans)
• At least one social account is connected to your workspace
• For AI reply templates: a Brand Kit is configured on each relevant account. AI replies draw from the Brand Kit – if no Brand Kit is set, the template will use a generic tone

Setting up your inbox for the first time

1. Navigate to Inbox in the Sked Social left-hand navigation.
2. The inbox opens to a default canvas on first load with some basic feeds. This is the expected behavior – start by creating your first Board with customised accounts and feeds.
3. If you manage multiple clients or teams, plan your Board structure before creating them. One Board per client works well for agencies. One Board per region works well for multi-location brands. Boards and feeds offer simplicity and flexibility to show just what you need.

Creating a Board

1. In the inbox, click the New board button at the bottom of the left navigation panel.
2. Enter a name for your Board in the Board name field. Use a name that reflects how your work is organized — for example: a client name, a territory, or a team.
3. Set Access: choose Organizational (visible to all workspace members, who see conversations for accounts they already have access to) or Personal (only visible to you).
4. Click Create.
5. Your Board opens immediately and appears in the left navigation under Inbox. To pin it for quick access, click the star icon on the Board to mark it as a favourite.

Repeat for each client, territory, or team you want to manage separately.

Creating a Feed within a Board

Feeds are the columns within a Board. Each Feed shows conversations filtered to your chosen criteria — the same accounts can appear across multiple Feeds, and each Board can have as many Feeds as you need.

1. Open a Board by clicking its name in the left navigation.
2. Click the Add feed button — the blue dashed button in the Board canvas.
3. In the Feed name field, enter a descriptive name (for example: "Direct Messages", "Comments", or "Reviews").
4. Under Accounts, select the social accounts this Feed should monitor.
5. Set Access: Organizational (shared with workspace members) or Personal (only visible to you).
6. Configure the filters:
   • Status: All / Open / Closed. Set to Open to see only unresolved conversations.
   • Type: All / Direct Messages / Post Comments / Posts on Your Page / Tagged in Posts, Reviews etc.
   • Assignee: All / Me / a specific team member (filters by conversation assignee).
   • Sentiment: All / Positive / Negative / Neutral / Mixed.
   • Tags: filter by a specific conversation tag (see Applying a custom conversation tag below).
7. Click Create.
8. The Feed appears as a new column in the Board.

Applying a custom conversation tag

1. Open a conversation in the inbox.
2. Click the tag icon in the conversation actions panel.
3. Select an existing tag from the list, or type a new tag name and press Enter to create it.
4. The tag is applied and visible on the conversation. You can apply multiple tags to the same conversation.
5. To find tagged conversations, create or edit a Feed and set the Tags filter to the tag you want to view. Tags can be scoped to a specific Board or made available across your whole workspace — manage them in Board settings → Tags (Board-scoped) or in your organization settings (org-wide).

Using AI reply templates

AI reply templates generate a draft response based on the Brand Kit of the connected account.

1. Open a conversation in the inbox.
2. In the reply area, click the template icon. Select a Smart reply template from the list.
3. The template generates a contextual draft using your Brand Kit — drawing on your tone of voice, brand description, and the conversation itself — and places it directly in the reply field.
4. Review the draft. Edit any part before sending.
5. Click Reply or Reply and close to send (Reply and close also marks the conversation as resolved).

Note: If AI reply quality is lower than expected, check that a Brand Kit is configured for the account. Go to Settings → Brand Kit for the relevant account to review or set it up. If no Brand Kit is configured, Smart replies use a generic tone.

Using static reply templates

Static reply templates are fixed pieces of copy you save and reuse. Useful for frequently asked questions or standard replies.

1. Open a conversation in the inbox.
2. In the reply area, click the template icon. Static templates are identified by the A icon in the template list.
3. Click a template to insert its text directly into the reply field.
4. Edit the text if needed.
5. Click Reply or Reply and close to send.

To create or manage reply templates — both static and Smart — go to Board settings → Reply templates. When creating a template, set its access level (Organizational, Personal, or specific Boards) and configure preferred usage to surface it first for the right conversation types and platforms.

Collaboration and permissions

Inbox V2 uses an access model rather than role-based permission levels. When you create a Board, Feed, or reply template, you choose whether it is Organizational or Personal.

• Organizational – visible and usable by all workspace members. Each member sees conversations only for the accounts they already have access to (account-level access is controlled separately in Connected Accounts settings).
• Personal – only visible to you. Other workspace members cannot see or access it.

To change the access setting on an existing Board:

1. Open the Board.
2. Open Board settings (the settings icon or Board menu).
3. Update the Access dropdown to Organizational or Personal.
4. The change takes effect immediately.

Troubleshooting

My inbox is empty after setting up Boards.

Conversations from connected platforms may take a few minutes to populate after setup. If no conversations appear after 10 minutes, check that your social accounts are connected and authenticated in Settings → Connected Accounts.

AI reply templates are generating generic replies that don’t match the brand voice.

AI templates draw from the Brand Kit on each account. Check that a Brand Kit is set up for the relevant account in Settings → Brand Kit. If no Brand Kit is configured, AI replies will use a generic tone.

I can’t find a conversation I was working on.

Conversations are organized by Board and Feed. Check that you’re in the correct Board, and check any Feeds where the conversation may have been filtered. Use the board-level search bar at the top of the Board to filter conversations by keyword or date range.

A connected platform isn’t showing messages in the inbox.

The rebuilt inbox supports Meta platforms (Instagram and Facebook). Confirm the full platform list with the product team before publishing. If messages from a connected platform aren't appearing, try disconnecting and reconnecting the account in Settings → Connected Accounts.

Sentiment Feeds are showing messages that don’t match the filter.

Sentiment detection is automated and may not be 100% accurate for all languages or message types. You can manually override the sentiment label on any conversation: open the conversation, click the sentiment indicator, and select the correct label — Positive, Negative, Neutral, Mixed, or Unknown.