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Agorapulse Inbox Explained
Agorapulse Inbox Explained

Respond to conversations, comments, mentions and direct messages (DMs) using Agorapulse's Inbox!

Updated over a week ago

The Agorapulse Inbox helps you to efficiently monitor and manage engagement on any social profiles that have been connected to Agorapulse. This article will detail exactly what features you will find within the Inbox and how to utilize them. Agorapulse allows you to reply to users interacting with your Facebook, Instagram, X (Twitter), YouTube, TikTok, LinkedIn and Google Business profiles.

In this article, we will outline:

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What can be synced to the Inbox?

Due to restrictions from each social network, there are limits to what can be synced in the Inbox. Inbox items can include comments, mentions, reviews, DMs (direct/private messages) and ad comments. We have outlined what type of items can be synced organized by social network below:
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Facebook

  • Post Comments

  • Ad comments

  • Mentions

  • DMs (Direct/Private Messages)

  • Reviews

Instagram

  • Post Comments

  • Ad comments

  • Reel Comments

  • Mentions

  • DMs (Direct/Private Messages)

X (Twitter)

  • Mentions

  • Replies to posts

  • DMs (Direct/Private Messages)

Please Note: The X Plus add-on is required in order to utilize the Inbox for X profiles. More information on adding this is available here.

YouTube

  • Video Comments

TikTok

  • Post Comments

  • Ad Comments

LinkedIn

  • Post Comments

  • Ad Comments

  • Mentions

Google Business

  • Reviews


How often are items synced to the Inbox?

When you connect a profile to Agorapulse for the first time, there is a pre-determined amount of historical data that we can sync on your behalf. Agorapulse will sync 32 days of Inbox data from the day your profile is (re)connected.
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Note: The only exception to this is X (Twitter). We will only sync Inbox items from the date the add-on was enabled.

As long as you use Agorapulse, data for your profiles will be retained from your sign-up date. Data retention per subscription plan is outlined below:

Subscription plan

Data retention

Free Trial

No data retention

Free Plan

1 month

Standard Plan

6 months

Professional Plan

12 months

Advanced & Custom Plans

24 months

Agorapulse will sync Inbox items for each social network in line with your subscription and other specific criteria. For more information on the sync frequency for ad comments, please take a look at this article. Sync frequency is outlined by social network below:
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Facebook

Comments and Private Messages (DMs) for Facebook are synced in real-time. This means new comments or private messages will be available in the Inbox within 5 minutes (often within 1 minute) if you are logged into Agorapulse.*

* Facebook reviews (recommendations) are synced hourly

** If no team member has logged in for 7 days or more, Agorapulse will switch to an hourly sync frequency

*** If private messages (DMs) are not syncing in real time, ensure Agorapulse has been set up as the Primary receiver for handover protocol in Facebook

This sync frequency is the same for any Facebook page across all subscriptions. For more information on the sync frequency for ad comments, please take a look at this article.
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Instagram

Comments and Private Messages (DMs) for Instagram are synced in real-time. This means new comments or private messages will be available in the Inbox within 5 minutes (often within 1 minute) if you are logged into Agorapulse. Agorapulse will sync the last 100 published Instagram posts (media) and all comments made on them.


This sync frequency is the same for any Instagram profile across all subscriptions. For more information on the sync frequency for ad comments, please take a look at this article.

X (Twitter)

X (Twitter)-Plus subscribers will have Inbox items synced in real-time. This means new mentions or private messages will be available in the Inbox within 5 minutes (often within 1 minute) if you are logged into Agorapulse.
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YouTube

Comments for all YouTube accounts are synced every 15 minutes.
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TikTok

The sync frequency for TikTok is defined by the plan subscription you have:

  • Standard, Professional, Advanced and Custom plans will sync comments and DMs every 15 minutes

  • Free plan will sync items every 2 hours

Note: Only TikTok comments available in the API will be synced to the Inbox. There can be discrepancies between comments on the TikTok Mobile application versus the Web application. Agorapulse will sync comments that are available on TikTok web application only. If there are comments missing from Agorapulse, please confirm if they are available natively on the TikTok web application. If you still have questions please feel free to contact us.
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TikTok comments are synced on a regular cadence for the first 32 days. After this period, comments on older posts are synced every 3 days. This means new comments left on posts over 32 days old can be delayed up to 3 days.

LinkedIn

Comments on LinkedIn posts are synced every 15 minutes across all subscription plans.
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Google Business

Agorapulse will sync reviews from Google Business based upon your subscription plan:

  • Free plan - Not available

  • Standard plan - 2 hours

  • Professional plan - 2 hours

  • Advanced/Trial and Tailored plans - 5 mins

Note: Agorapulse Google Business Profiles integration is not available with on Free plan along with some legacy subscription plans. If your plan does not have the ability to connect a Google Business, please feel free to reach out to us here to talk about changing your plan.


What can be done in the Inbox?

The Inbox has been designed with saving time and easy navigation in mind! Below we will outline the different features that are available within the Inbox to help your team engage active users with ease.
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How can I use Agorapulse's Inbox to save time?

  • Automated Moderation - Define a set of automated rules to automatically assign actions to Inbox items

  • Saved Replies - Use saved replies to respond to common conversations in the Inbox

  • Keyboard Shortcuts - Use keyboard shortcuts in the Inbox to save time when reviewing conversations

  • Bulk Actions - Use bulk actions in the Inbox to effectively manage multiple conversations at once

  • Inbox Labels - Use labels in the Inbox to help group and report on similar conversations

How can I navigate Agorapulse's Inbox?

What actions can I perform in Agorapulse's Inbox?

Inbox Permissions

Please reference the table below for the social profile-level permissions required to complete actions within the Inbox. Owners and Managers are automatically given Admin permissions on all profiles.

The following permissions (Admin, Editor, Moderator, Guest) are on a profile specific.

Action

Admin

Editor

Moderator

Guest

Review an Inbox item

Yes

Yes

Yes

No

Reply to an Inbox item

Yes

Yes

Yes

No

Like an Inbox item

Yes

Yes

Yes

No

Assign an Inbox item

Yes

Yes

Yes

No

Label an Inbox item

Yes

Yes

Yes

No

Hide an Inbox item

Yes

Yes

Yes

No

Delete an Inbox item

Yes

Yes

Yes

No

Open an Inbox item natively

Yes

Yes

Yes

Yes

View Inbox item translation

Yes

Yes

Yes

Yes

Filter an inbox item

Yes

Yes

Yes

Yes

Create an Automated Moderation rule

Yes

Yes

Yes

No

Connect an ad account

Yes*

No

No

No

Create a saved reply

Yes

Yes

Yes

No

*If the user is a organization-level Owner or Manager.

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