Managing Digital Conversations
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      Understanding Orlo Inbox Modes: Individual Messages vs Conversations

      Learn the key differences between Individual Message Mode and Conversations Mode in the Orlo inbox with this helpful guide to manage your digital conversations.

       

      Things to consider ✅

      • It is best practice to assign messages when dealing with a message in both Individual Message Mode and Conversation Mode in the inbox to obtain accurate performance data
      • We recommend resolving messages in Conversation Mode to get resolution stats in the Inbox Report 

       

      In this article: 

      1. Definitions for Individual Messages and Conversation Mode 

      2. Differences between Individual Messages and Conversation Mode in the Inbox

      3. Stats available in the Inbox Report for Individual Messages and Conversation Mode

       

      Definitions

       

      Individual Message Mode - These messages are single messages that arrive in your Orlo inbox, regardless of whether they belong to the same conversation thread. Each message will be displayed separately in your inbox, which will include comments, mentions, or direct messages (DMs).

       

      Example of individual messages in individual message mode:

       

       

      Conversation Mode - Orlo's Conversations Mode groups all messages within the same social media thread, such as replies to a comment or a direct message history with a user, into a single view making it easier to see the entire discussion 

       

      An example of a public conversation in conversation mode: 

       

      Screenshot 2025-04-10 09.18.33

       

      Screenshot 2025-04-10 09.18.48

       

      Differences between Individual Message Mode and Conversation Mode in the Inbox:

       

      Feature  Individual Message Mode  Conversation Mode 
      Assign Messages  ✅ ✅
      Resolve Messages  ❌ ✅
      On-hold messages  ❌ ✅
      Conversation Export ❌ ✅
      Advertising Comments Filter  ✅ ❌
      Resolved By Filter  ❌ ✅
      Bulk Actions (assign, sentiment, tag) ✅ ✅
      Preset Filters  ✅ ✅
      Message Priorities  ✅ ✅
      Message Tags  ✅ ✅
      Message Notes  ✅ ✅

       

      Stats Available in the Inbox Report: 

       

      Stats Individual Message Mode  Conversation Mode 
      Average Response Time ✅ ✅
      Total Conversations  ❌ ✅
      Average Total Messages ❌ ✅
      Average Total Replies  ❌ ✅
      Average Replies Per Conversation ❌ ✅
      Average Conversation Length  ❌ ✅
      Average First Response Time ✅ ✅
      Average Handling Time ❌ ✅
      Average Resolution Length  ❌ ✅
      Inbox Activity  ✅ ✅
      Inbox Sentiment ✅ ✅
      Engagement Times ✅ ✅
      Conversation SLA's ❌ ✅
      Sentiment Change  ❌ ✅
      Top Engagers  ✅ ✅
      Network Activity  ✅ ✅
      Tags  ✅ ✅
      Account Response Times ✅ ✅
      Team/ User Performance ✅ ✅
      Response Time SLAs ✅ ✅