Social Media Inbox Strategy: Unify DMs and Comments in One Queue

Most Indian SMBs run their social presence out of 3–4 tabs: Instagram on one phone, Facebook on a laptop, WhatsApp on someone else's phone. Response SLAs are inconsistent and context is lost the moment a customer switches channels. A single social media inbox fixes all of it.

The unified-inbox principle

Every customer message — Instagram DM, Facebook comment, WhatsApp chat, web chat — lands in one queue, tagged with channel, intent and priority. A true unified inbox lets the response team work one screen, not four, which is the foundation of fast social customer service.

SLA tiers that actually work

• Sales intent: first reply under 5 minutes, 24×7
• Support: first reply under 30 minutes during business hours
• General: first reply under 4 hours

Where AI fits without feeling robotic

With Instagram DM automation, AURA drafts the first reply in the customer's language and the human reviews and sends. Over 60% of replies go out unedited; the other 40% give the human a 5-second head-start instead of a blank text box. Facebook lead management works the same way — every comment with intent becomes a tracked lead.

Three rules we enforce on every reply

• Match the channel's tone — Instagram is casual, WhatsApp is direct, Facebook is formal
• Carry context across channels — if a customer DM'd on Instagram then WhatsApp'd, the agent sees both
• Never let a thread sit longer than its SLA — escalate to a supervisor automatically

We used to lose Instagram DMs in a sea of notifications. With one inbox, our response time on sales DMs dropped from 6 hours to 4 minutes.

How AURA helps you manage DMs and comments

AURA brings Instagram, Facebook and WhatsApp into one omnichannel inbox, auto-tags intent, and routes by SLA — so you manage DMs and comments as a single revenue channel instead of four scattered apps.

AURA by Saarvix brings AI voice agents, WhatsApp Business automation, a unified social inbox and a built-in lead CRM together into a single AI customer engagement platform built for Indian SMBs — Hindi-first, sub-1.0s response, and ready to plug into the tools you already use.

If you run a social-first business in India and want to see how AURA would handle your real conversations, book a 30-minute walkthrough. We'll bring sample call recordings, WhatsApp flows, and a tailored ROI model for your category — no slideware, no fluff.