Vtiger Social Module

Vtiger's Social module lets you integrate and manage social media accounts directly from the CRM.
B
Bindu Rekha Babu
26 Feb, 2026 - Updated  9 hours ago

Feature Availability

Vtiger Editions: One Pilot | One Growth | One Professional | One Enterprise | One AI

Introduction

The Social module in Vtiger CRM helps you manage your social media accounts from one place. You can connect platforms like Facebook, Instagram, and Twitter, and handle everything directly inside the CRM.

From a single dashboard, you can:

  • Create and publish posts
  • Comment on posts
  • Reply to comments
  • Create comment streams to follow conversations
  • Schedule posts for later
  • Delete comments or replies
  • Link Contacts, Leads, Deals, and Cases to posts
  • Search using hashtags and keywords with Search Streams

This makes it easy to track conversations, respond to customers, and connect social activity with your CRM records.

Key Features

The key features of the Vtiger social module are:

  • Multi-Channel Integration: Connect and manage social media accounts (such as Facebook and Twitter/X) directly within the CRM.
  • Unified Social Inbox: View and respond to comments, mentions, and messages from different social platforms in one centralized place.
  • Lead and Contact Creation: Convert social interactions into Leads or Contacts instantly from within the post or conversation.
  • Post Engagement Actions​​​​: Like, comment, reply, retweet/share, and assign posts to users for follow-up.
  • Search Streams​​​​: Monitor keywords, hashtags, brand mentions, and industry terms to track relevant conversations.

Benefits of using the Social Module

The benefits of integrating your social media account with Vtiger’s social module are:

  • Use a centralized hub to manage all communication.
  • Streamline your social media communication.
  • Save time with automation and post across various channels without manual effort.
  • Explore social media trends from the CRM.

In this article, you will learn about:

  • Using the Social Module
  • Social Inbox
  • Actions in a Post
  • Search Streams

Using the Social Module

The Social module screen consists of the following sections, namely:

  • Social Inbox
  • Post
    • Add new posts
    • Schedule existing posts
    • Reviews
  • Search Streams

Below is a detailed overview of each section.

Social Inbox

The Social Inbox displays all incoming interactions from your connected social media accounts in one place. This includes new posts, comments, replies, mentions, and reactions such as likes or shares.
It helps you track conversations easily, respond to users quickly, and manage all social engagement without switching between different platforms.
The following actions can be performed in the Social Inbox:

  • Edit a post
  • Select and link a Contact or Lead
  • Add Contacts, Leads, Deals, and Cases

Posts

The Posts section helps you manage your social media posts easily from one place. Here, you can:

  • See the social media accounts connected for posting.
  • Create and publish a new post.
  • View posts that are publicly available.
  • Schedule posts for a selected date and time.

Composing a Post

You can compose and publish a post using the Compose Post icon.

Follow these steps to compose a post:

  1. Log in to the CRM.
  2. Click the main Menu.
  3. Go to Marketing > Campaigns​​​​.
  4. Select Social. You will be directed to the Social module.
  5. Click Instagram under Posts.
  6. Click the Compose Post icon. The New Post window opens.
  7. Enter or select the following information:
    1. Post to: Select your Instagram account.
    2. Message: Enter the content you want to Post.
    3. Upload media: Upload media files if any (image, audio, video). You can drag and drop your files from your system here, or click Browse to upload files from your system. Note: Instagram supports either a single video or a single photo, not both together.
  8. You can preview your post on the right panel of the New Post window. 
  9. Click Post.

Your posts will be displayed under My Posts on the Instagram page of the Social module.

Commenting on a Post

The reply comment option allows you to respond or add your comments to a post.

Follow these steps to comment on a post:

  1. Log in to the CRM.
  2. Click the main Menu.
  3. Go to Marketing > Campaigns.
  4. Select Social. You will be directed to the Social module.
  5. Click Instagram under Posts.
  6. Choose the post you want to comment on.
  7. Click the Comment icon at the bottom of the post. The Comment textbox opens. 
  8. Type your comment in the comment box.
  9. Click Post.

Your comment on the post will be displayed under My Posts > Commented Post. 

Viewing a Comment

To view your comment, click View all comments. Reclicking the same will hide the comments.

Note: You will not be able to like a post on your Instagram page from the Social module.

Actions You Can Perform on a Post

The More (or three dots) feature in an Instagram post lets you select and add a Contact, Lead, Deal, or Case record to the post.

The following actions can be performed on a post:

  • Create a Comment Stream
  • Select Contacts and Leads
  • Add Contact, Leads, Deals, and Cases to the post

Creating a Comment Stream

   Creating a Comment Stream allows you to view a specific Post and the comments and replies to it individually on a separate section called Comments. If you comment on a post, it will be streamed on the Comments window.

Follow these steps to create a comment stream: 

  1. Log in to the CRM.
  2. Click the main Menu.
  3. Go to Marketing > Campaigns.
  4. Select Social. You will be directed to the Social module.
  5. Click Instagram under Posts.
  6. In the My Posts window, choose the desired Post to create a comment stream.
  7. Click Actions.
  8. Click + Create comment stream.
The specific post will immediately be displayed in the Comments window.

Note:
  • Separate Comments windows are created every time you create a comment stream for a post. 
  • Under Comments, all the functionalities for a comment-streamed post remain the same as the functionalities for a post under My Posts.   

Replying to a Comment

The Reply option under every comment allows you to reply to a specific comment.

Follow these steps to reply to a comment:

  1. Log in to the CRM.
  2. Click the main Menu.
  3. Go to Marketing > Campaigns.
  4. Select Social. You will be directed to the Social module.
  5. Click Instagram under Posts on the left-hand side.
  6. In the My Posts window, choose the comment you want to reply to.
  7. Click the Reply icon at the bottom of the comment. The Reply textbox opens. 
  8. Type your reply.
  9. Click Post.

Your reply to the comment will be displayed right below the comment for that post.  

The Replies option is also visible, showing who has replied to your post or comment. Clicking it again will hide the replies.

Adding a Contact

If a visitor to your post leaves a comment or replies to you, you can add them as a Contact in the CRM.

Note: The fields in the Add Contact window are customizable and may vary.

Follow these steps to add a Contact: 

  1. Log in to the CRM.
  2. Click the main Menu.
  3. Go to Marketing > Campaigns.
  4. Select Social. You will be directed to the Social module.
  5. Click Instagram under Posts on the left-hand side
  6. Select the relevant post to add the visitor as a Contact.
  7. Click the three-dot icon next to the post.
  8. Click Add Contacts. You will be directed to the Add Contact window.
  9. Enter or select the following information:
    1. First Name: Enter the first name.
    2. Last Name: The user’s name by default is taken as the Last Name for the contact record.
    3. Description: The user’s comment or reply is, by default, taken as the Description for the contact record.
    4. Email: Enter the contact’s email address.
    5. Organization Name: Select or enter the organization associated with the contact.
    6. Phone: Enter the contact’s phone number.
    7. Assigned To: Choose the user or group responsible for managing the contact.
    8. Contact Type: Select the type or category of the contact.
    9. Contact Image: Upload a profile image for the contact.
    10. Description:  Add additional details or notes about the contact, if required.
  10. Click Save. 

The Contact you created will be saved in the Contacts module. To confirm, you can go to the Essentials > Contacts module to view the record.

Linking a Comment to a Contact record

If existing CRM users have posted on Instagram, you can link these posts to their Contact records. Adding these links to a contact record saves customer interactions and helps learn more about them. 

Follow these steps to select and link a Contact: 

  1. Log in to the CRM.
  2. Click the main Menu.
  3. Go to Marketing > Campaigns.
  4. Select Social. You will be directed to the Social module.
  5. Click Instagram under Posts on the left-hand side
  6. Click the three-dot icon next to the post.
  7. Click Select Contact. You will be directed to the Select Contact window.
  8. The user (Contact) who commented or replied is displayed if they are already available in the CRM as a contact. 
  9. Select the respective contact record.

Adding a Lead

You can add a visitor who commented or replied to your posts as a new Lead in the CRM.

Note: The Add Lead window fields are customizable and hence may vary.

Follow these steps to add a Lead:  

  1. Log in to the CRM.
  2. Click the main Menu.
  3. Go to Marketing  > Campaigns.
  4. Select Social. You will be directed to the Social module.
  5. Click Instagram under Posts on the left-hand side
  6. Click the three-dot icon next to the post.
  7. Click Add Lead. The Add Lead window opens.
  8. Enter or select the following information:  
    1. Last Name: The user's Instagram handle is added as the default Last Name.
    2. Organization Name: Enter or select the organization associated with the lead.
    3. Lead Type: Select the category or source type of the lead.
    4. Assigned To: Choose the user or group responsible for managing the lead.
    5. Parent Lead: Select a parent lead if this lead is related to an existing one.
    6. Lead Share: Choose users or groups with whom the lead record should be shared.
    7. Contact Number: Enter the lead’s phone number.
    8. Email: Enter the lead’s email address.
  9. Click Save.

The Lead you created will be saved in the Leads module. To confirm, you can go to the Leads module to view the record.

Linking a Comment to a Lead record

If existing CRM users have posted on Instagram, you can link these posts to their Lead record. Adding these links reduces customer interactions and helps us learn more about them. 

Follow these steps to select and link a comment to a Lead:

  1. Log in to the CRM.
  2. Click the main Menu.
  3. Go to Marketing > Campaigns.
  4. Select Social. You will be directed to the Social module.
  5. Click Instagram under Posts on the left-hand side
  6. Click the three-dot icon next to the post.
  7. Click Select Lead. You will be directed to the Select Lead window.
  8. The user (Lead) who commented or replied will be displayed if it is already available in your CRM Contacts.
  9. Select the respective Lead record. 

Adding a Deal

You can add new deals from comments or replies made to your posts if you think they are good business deals to pursue.

Note: The Add Deal window fields are customizable and hence may vary.

Follow these steps to add a deal:

  1. Log in to the CRM.
  2. Click the main Menu.
  3. Go to Marketing > Campaigns.
  4. Select Social. You will be directed to the Social module.
  5. Click Instagram under Posts on the left-hand side.
  6. Click the three-dot icon next to the post.
  7. Click Add Deal. The Add Deal window opens.
  8. Enter or select the following information:
    1. Deal Name: The user who commented or replied to a comment is, by default, taken as the Deal Name for the deal record.
    2. Summary: The user’s comment or reply (deal) is, by default, taken as the Executive Summary for the deal record.
    3. Organization Name: Enter the organization associated with the deal.
    4. Sales Stage: Select the current stage of the deal in the sales process.
    5. Contact Name: Select the contact associated with the deal.
    6. Pipeline: Select the sales pipeline under which the deal should be categorized.
    7. Revenue: Enter the expected revenue amount for the deal.
    8. Assigned To: Select the user or group responsible for managing the deal.
    9. Location: Enter the location related to the deal.
    10. Estimate: Select the expected closing date for the deal.
  9. Click Save. 

You have now added a Deal, which will be saved in the Deals module.

Adding a Case

You can create a case when a user complains about an issue or raises a question on your posts.

Note: The Add Case window fields are customizable and hence may vary.

Follow these steps to add a case:

  1. Log in to the CRM.
  2. Click the main Menu.
  3. Go to Marketing > Campaigns.
  4. Select Social. You will be directed to the Social module.
  5. Click Instagram under Posts on the left-hand side.
  6. Click the three-dot icon next to the post.
  7. Click Add Case. The Add Case window opens
  8. Enter or select the following information:
    1. Case Title: The user’s comment or reply (case) is, by default, taken as the Summary and Case Title for the case record.
    2. Status: Select the current status of the case.
    3. Priority: Select the priority level of the case.
    4. Contact Name: Select the contact associated with the case.
    5. Assigned To: Select the user or group responsible for the case.
    6. Group: Select the group to which the case should be assigned.
    7. Channel: Select the source channel from which the case was created.
    8. Email: Enter the email address associated with the case.
    9. SLA Name: Select the applicable SLA for the case.
    10. Summary: The user’s comment or reply (case) is, by default, taken as the Summary and Case Title for the case record.
  9. Click Save. 
    1. Click Send Email to email the case details.

You now created a Case which will be saved in the Cases module.

Viewing Contacts, Leads, Deals, and Cases

Once you add or link (by using Select) Contacts, Leads, Deals, and Cases from a comment or a reply to an Instagram post, you can view their details by clicking Actions. 

From the Actions pop-up, you can: 

  • View Contact: To view the Contact details.
  • View Lead: To view the Lead details
  • View Deal: To view the Deal details.
  • View Case: To view the Case details.

With this, you will be directed to their respective records in the related modules. For a quicker search, enter Instagram as the keyword source field.

Deleting a Comment or Reply

You can delete a comment or reply to your posts or comments directly from the CRM.

  1. Log in to the CRM.
  2. Click the main Menu.
  3. Go to Marketing > Campaigns.
  4. Select Social. You will be directed to the Social module.
  5. Click Instagram under Posts on the left-hand side.
  6. Click Actions.
  7. Click the Delete icon.
  8. You will be directed to the Are you sure you want to delete? pop-up.
  9. Click Ok. 

Note: The Reply symbol lets you reply to the comment, whose functionality is just as the Reply option illustrated in the Replying to a Comment section.

Scheduled section

The Scheduled section is where you can compose your posts and schedule to post them later (a scheduled time).

Scheduling a Post

Follow these steps to schedule a Post:

  1. Log in to the CRM.
  2. Click the main Menu.
  3. Go to Marketing > Campaigns.
  4. Select Social. The Social module’s Dashboard opens.
  5. On the left-hand side, under Posts, click Instagram.
  6. Click the Compose Post icon. The New Post window opens.
  7. Enter or select the following information:
    1. Post to: Select your Instagram account.
    2. Message: Enter the post content you want to post.
    3. Upload media: Upload your images, audio, or video files to be posted. You can drop your files here or click Browse to upload files from your system.
    4. Preview: You can always view the preview of your post on the right-hand side of the New Post window.
  8. Click Schedule Post.
  9. Click the Calendar icon.
  10. Select the required month and date.
  11. Click the Time icon to set the required time slot. Note: The Delete icon helps you clear the selection.
  12. Click Schedule Post.

Your post scheduled for the specific date and time will be displayed under the Scheduled section and posted at the selected time.

Rescheduling a Post

Rescheduling allows you to reschedule an already scheduled post.

Follow these steps to reschedule your post:

  1. Click the Actions (three dots) on the top right corner of the post.
  2. Click Reschedule. You will be directed to the Reschedule window
  3. Click the Calendar icon.
  4. Select the required month and date. 
  5. Click the Time icon to set the required time slot. Note: The Delete icon helps you clear the selection.
  6. Click Save.

Your scheduled Post will be rescheduled to the chosen date and time, and it will be displayed under the Scheduled section.

Deleting a Scheduled Post

Follow these steps to delete a scheduled post:

  1. Click Actions in the top-right corner of the scheduled post.
  2. Click the Delete icon.
  3. You will be directed to the Are you sure you want to delete? pop-up.
  4. Click Ok.

Using the Search Stream

Search Stream lets you find social media posts with specific hashtags. For example, if you want to look up vacation spot photos on Instagram, you can enter the phrase vacationspotphotos with a hashtag, and SearchStream will display all Instagram posts with this hashtag.

Follow the steps to use the Search Stream:

  1. Log in to the CRM
  2. Click the main Menu.
  3. Go to Marketing > Campaigns.
  4. Select Social. You will be directed to the Social module.
  5. Look for Search Stream on the left-hand side of the screen.
  6. Click the + icon beside Search Streams. The Add Search Stream window opens.
  7. Enter or select the following information:
    1. Name: Enter a name for your search stream.
    2. Select Accounts: Select your desired account. The Add Search Stream window opens.
    3. Enter your desired hashtags to retrieve all the posts available on Instagram having the same as shown below.
    4. Click Add Stream.

The system displays all posts as per the set Search Stream tags. The Search Stream action you performed will also be saved under Search Streams with the same name.

Note: You can look up only 30 hashtags in a week and display the count and hashtags already looked for. Repeated hashtags are not considered in this count.

Add Multiple Channels to your Search Streams

Under Search Streams, you can use the Add Channel option to look up information on two social media platforms, such as Twitter and Instagram, simultaneously. This helps you avoid dual keyword input and save time.

Follow the steps below to add a Channel:

  1. Under Search Streams, hover the mouse on a saved Search Stream.
  2. Click Add Channel. The Add Channel window opens.
  3. Select your Instagram account.
  4. Click Add Channel.
All Instagram and Twitter posts with the same hashtag will be displayed simultaneously.

Reference

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