Articles on: Auto-response & Other Automations

Inbox Automation and Sentiments

Automating Your Inbox with Inbox Automation


Inbox Automation gives you the ability to set up rules that automatically handle messages, comments, or reviews you receive, saving you time and keeping your inbox organized. Based on the conditions you configure, the following actions can be automated:


  • Automatically assign or tag inbox items when specific keywords, sentiments, or profiles/pages are detected.
  • Automatically reply to inbox items using any of the following:AI-generated responses (approval required before publishing)Real-time AI replies (published automatically)A preset canned response
  • Auto-hide comments from your Facebook native feed based on keyword detection.
  • Automatically create tickets in Zendesk, ServiceNow, or Salesforce.


Note: AI replies are generated based on the Profile Personalization settings configured for each social media profile.



How to Set Up Conditions or Rules


  • From the Inbox, click the Inbox Automation icon.


Inbox > Inbox Automation



  1. Click Add Rule.


Add Rule



  1. Choose the rule or condition you want to set.
  2. Specify the value for the rule or condition.
  3. Select the action to be taken when the rule or condition is met.
  4. Click Save when everything looks good.


Inbox Automation Rule



Example: Auto Reply with Canned Response


Auto reply with canned response if one of more keywords are detected


When a rule is set up to respond to any inbox item containing a specific keyword (such as "eclincher location"), the system will automatically reply with your preset canned response, in this case, your address or location details.



Auto reply with canned response



Example: Auto Reply with AI


For AI-powered replies, the response is generated based on the Profile Personalization settings configured for the associated social media profile.


Note: Approval is required before the AI-generated reply is published in this scenario.



Auto reply with AI



You can set up multiple rules, and once a rule is triggered, the corresponding automation action will run automatically. It is also possible for a single inbox item to meet the conditions of more than one rule, which means multiple automation actions can be applied to it at the same time.



How to Set Up AI Profile Personalization


  1. In the Inbox Automation Rule settings, click Setup Profile Personalization under Auto Reply with AI.


Auto reply with AI: Setup profile personalization



  1. Click on the Profiles dropdown and select or type the name of the profile you want to configure.


Select or type the profile you want to add



  1. Fill in the AI Publishing Personalization details:
  • Company/Business Name
  • Website URL: Enter the URL related to the selected social media profile, then click OK to retrieve suggested topics based on the website. You can add or remove topics as needed.
  • Personalized Instructions (optional)


AI Publishing Personalization



  1. Optionally, set up Inbox Auto Reply Personalization by typing any special instructions or prompts you want the AI to follow when generating replies.


AI Inbox Auto Reply Personalization




Understanding Inbox Sentiment


Inbox Sentiment detection automatically determines whether an inbox item carries a positive, negative, or neutral tone. This analysis is powered by an algorithm that takes into account the content of the message, including the words and emojis used.


While sentiment is detected automatically, you always have the option to manually adjust it if you feel the detected sentiment does not accurately reflect the message.


Inbox Sentiment




Need Assistance?


If you have any questions or need further help, please feel free to reach out to our Support Team. We are always happy to assist you!


Thank you,

The Eclincher Support Team

Updated on: 26/05/2026

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