What is Social Inbox?
Social Inbox is an area in TrollWall AI’s application dedicated to managing direct messages for a page. It offers AI-powered moderation of targeting toxic content such as hate speech, threats and spam detectable in incoming messages. Social Inbox allows you to have control of your inbox without tedious, manual work, as it offers features such as sentiment analysis, recommended actions and tagging.
Key capabilities:
One-click author blocking
Detection of hateful, vulgar and spammy content thanks to highly accurate TrollWall AI’s language models and keywords
Sentiment analysis and recommended actions
Using TrollWall AI’s Reply Assistant for drafting replies
Multi-language support – content moderation supporting all major languages
Messages tagging – with fully customisable tags
Messages flagging
Reply privately via Messenger from a comment
Facebook moderators can send a private Messenger reply directly from a comment, without leaving TrollWall — useful when a reply shouldn't be public (a complaint with personal details, an order number, a refund request).
In the reply box on a Facebook comment, a Messenger send button sits alongside the normal public reply option.
The message is delivered as a private Messenger reply to the comment's author.
Note: Facebook only, currently limited to Global Admins. A private reply is only possible within 7 days of the comment being posted — after that the option disappears (a Meta limitation) — and only one private reply per comment is allowed. If Meta rejects the message, the exact error from Meta is shown.
Jump from a comment author to their Messenger conversation
If a comment author has also written to your page on Messenger, opening their author panel shows an Open Messenger conversation link. Clicking it takes you straight to that conversation in the Social Inbox — no need to search the inbox by name.
The link only appears for Facebook comments where a matching Messenger conversation already exists.
Current availability:
Social Inbox work exclusively with Facebook Messenger.
Connecting accounts:
Simply connect your Facebook Page, and the associated Messenger account will be connected automatically.
FAQ
Q: Where do I find the Social Inbox and how does it look like?
A: Social Inbox can be found in the Menu pane on the left. It has a typical messaging app interface, making it easy and intuitive to use.
Q: Can any Messenger profile be connected to TrollWall AI?
A: No. Only Messenger profiles of a Facebook page can be connected to TrollWall AI. Inboxes of individual users cannot be connected.
Q: Is it possible to connect a Messenger profile without connecting a Facebook page?
A: No. A Messenger profile can be connected only in combination with a Facebook page it is related to.
Q: When will I see incoming messages to my page?
A: Messages sent to your page appear in TrollWall instantly. You can view and respond to these incoming messages in real-time through the Social Inbox.
Q: Why don't I see messages that my page sent through Facebook or other tools?
A: Messages sent by your page through Facebook's native interface or third-party apps (not TrollWall) are synchronized overnight. These outgoing messages will appear in your Social Inbox the next day, ensuring your conversation history and reporting remain complete.
Q: How can I see my page's messages instantly in TrollWall?
A: Messages you send through TrollWall's interface appear instantly in your Social Inbox. To see all your page's outgoing messages in real-time, send them directly through TrollWall rather than Facebook or other tools.
Q: What is considered "junk"?
A: Both spam and vulgar or hate speech messages are considered "junk" and moved to the Junk folder.
Q: How does AI-assisted reply generation work in Social Inbox?
A: When TrollWall identifies a message that needs a response, it automatically opens the Engagement Agent tab in your message view. From there, you can generate an appropriate reply with a single click. This feature requires an active Engagement Agent. Learn more about setting up Engagement Agents here: Setting Up Smart Community Management: 6th Finger & Engagement Agent.
Q: If I mark a Junk conversation as non-junk and move it to Inbox, will it be moved automatically back to Junk if a new spam message arrives?
A: Yes. TrollWall will detect a new junk message coming in and will move the entire conversation back to Junk.
Q: Can I edit a message after I have sent it?
A: No. Messenger does not allow sent messages to be edited - neither in TrollWall nor on Facebook. You can only remove the message in Messenger and send a corrected one, so it is worth checking the text before sending. The same applies to private Messenger replies sent from a comment. Public comment replies are different - those can still be edited directly on your Facebook page.
Understanding TrollWall AI’s features available in Social Inbox
Features offered within the Social Inbox work across the TrollWall AI platform. To understand them better, refer to the dedicated support articles:
Getting Help
If you need assistance with Social Inbox:
Use the in-app chat (bottom-right corner) for immediate support
Contact your TrollWall account manager for strategic guidance
Provide specific examples and test results when reporting issues
For technical issues, include:
Screenshots of inbox settings
Examples of misclassified messages
Test results showing unexpected behaviour