Which platforms does the inbox cover?

Comments and private messages from Instagram, Facebook and TikTok, for every connected account of every brand. Keyword messages work on Instagram and Facebook.

Will Kanso reply to customers without asking us?

Only on the topics you switch on, and only with facts confirmed in Brand Brain. Negative comments, labelled people and anything it isn't sure about always go to a person. Any answer it gave can be corrected or removed.

Why is there no out-of-hours auto-reply?

Because “we'll get back to you” isn't an answer. A message that comes in at night waits at the top of the list with the time left to reply, so a person answers it first thing in the morning.

What is the 24-hour reply window?

Instagram and Messenger let a business reply to a private message for 24 hours after the person's last one. After that, only a person can reply, for up to 7 days. Kanso shows the time left and puts the conversations closing soon at the top.

Does the outside expert need a Kanso account?

No. They get a link to a page with the question and one box for the answer. The answer comes back to the thread as a note, and the link shows nothing else.

Inbox

Comments and DMs.
In one inbox.

Comments and messages from Instagram, Facebook and TikTok land in one list. Pass them around the team, see which DM can't wait, and let Kanso answer what Brand Brain already knows.

See the inbox

See it for a business like yours

Everything that waits.
The urgent first.

Comments and messages from every account in one list. Filter by platform and by who replied, and sort by what can't wait. Meta lets a business reply to a DM for 24 hours, so the ones about to close go to the top.

Platform

Who replied

Order

You can reply to nina.parker for another 55 min

nina.parkerMessage23 h
Hi, I wrote to you on Monday and still haven't heard back. Could someone check?
55 min left to replyNegativeUnassigned
Helen BrooksMessage2 h
Hello! Before I decide, could I ask a few questions on a quick call?
22 h left to replyQuestionMaya
sam.ortizComment12 min
Sunday lunch: how does it work now?
QuestionAnswered by Kanso
Grace HallComment3 h
Recommended you to my sister and she loved it.
PositiveUnassigned
lena.makesComment1 h
Love this! Who made the video?
PositiveReplied by Leo
chris.ngComment5 min
INFO please!
Sent automatically

Sample comments and messages. Nothing is sent.

01Assign

Assign it.
A reply closes it.

Assign a comment or message to someone on the team. They get a notification and a task. Once they reply, the task closes by itself, and the record of who answered what stays.

nina.parker

Message

55 min left to reply

Hi, I wrote to you on Monday and still haven't heard back. Could someone check?

Assign to

Drafted by Kanso in the brand's voice

Hi Nina, we're sorry for the wait. Your email slipped through on our side. We're looking at it now and will write back today.

Maya's tasks

Reply to nina.parkerCloses by itself once replied to

Record

Assigned to Maya10:02
Maya got a notification10:02
Task added for Maya10:02

02Notes and experts

Ask the team.
Or someone outside it.

Notes sit next to the thread, and the customer never sees them. Mention someone with @ and they get a notification. When the answer is in someone else's head, send them a link: they reply without an account.

olivia.reads

Hi! What's the easiest way to arrange it with you?

Note for the team, the customer doesn't see it

@Leo do we know this for sure?

Not sure. Let's ask Anna, they'll know.

Waiting for an answer from Annasent 4 min ago

kanso.app/q/7hk2

03Kanso answers

Hours, prices, parking.
Kanso answers those.

When the answer is one fact from Brand Brain, Kanso can reply by itself. Each topic is switched on separately, and what isn't confirmed yet stays with a person. Any answer can be corrected or removed.

A person always answers when

the comment is negative or a complaint
the person is labelled VIP or Keep an eye on
someone on the team is already on it
Kanso isn't sure what's being asked

sam.ortiz

Sunday lunch: how does it work now?

Kanso answered by itself

Hi! 65 zł per person. See you soon!

From Brand Brain: Sunday lunch: 65 zł per person

No out-of-hours auto-reply. On purpose.

A message at 11 pm doesn't get “We're closed, we'll get back to you.” It waits at the top of the list with the time left to reply, and a person answers it first thing.

04Keyword messages

Comment a word.
Get the link in a DM.

Ask people to comment a word, and Kanso sends each of them a private message with the link. It spots the call to action in the caption and offers to switch it on, for one post or a whole campaign.

New post@tavolino

A Sunday lunch table with pasta, bread, olives and white wine

Sunday lunch. Someone else's dishes. Comment INFO and we'll send you everything in a message.

The caption asks people to comment “INFO”. Send them a message?

On the post, a week later

38people got the message

chris.ng INFOSent
marta.k INFOSent
jo.whitfield INFOSent

Leads of the campaign “Sunday at our table”

Got the message: 38
Replied: 21
Reply rate: 55%

Everyone who replies to the message starts a conversation in the inbox. Those are the campaign's leads.

05People

Know who's writing.
On any app.

Everyone who comments or writes gets a card with their history. Label your top fans and regulars, leave a note for next time, and merge the same person writing from Instagram and Facebook.

This looks like the same person

The same name on Instagram and Facebook, writing about the same things.

rosa.martinOn Instagram
Rosa MartinOn Facebook

Rosa Martin

Labels

Regular

Kanso suggests the Top fan label: 7 positive comments so far.

Comments: 9
Private conversations: 1

Team note, the customer doesn't see it

Always asks about what's new first. Happy to be tagged in posts.

Questions about
the inbox.

Answer everyone.
Before the window closes.

Join the waitlist and we'll get in touch when beta access is available.

You pay per brand, not per person. Bring the whole team.

Comments and DMs.In one inbox.

Maya would like your answer