Agorapulse's Inbox gives you the ability to reply to users interacting with your content across the social media profiles that you manage. When users leave a comment or review, replies to a post or sends a private message, you can reply to them through the Inbox.
In this article we will outline:
How to reply to a comment in the Inbox
To reply to a comment or review in the Inbox, please follow the steps below:
Select the chosen comment from the list of Inbox items
Enter your reply in the text box entitled Write a reply here
(Optional) Add a saved reply, emoji, photo or GIF by clicking on the icons below the text box
Press the Send icon
How to reply to a comment with a private message in the Inbox
It is possible to reply to a comment with a private message. This option is only available for Facebook, Instagram and X (Twitter) and will only be available within 7 days of the comment being posted for Facebook and Instagram.
Select the chosen comment from the list of Inbox items
Enter your reply in the text box entitled Write a reply here
(Optional) Add a saved reply, emoji, photo or GIF by clicking on the icons below the text box
Click the down arrow next to the Send icon
Select Send in private
Press the Send in private icon
How to reply to a private message in the Inbox
You can reply to private messages from Facebook, Instagram and X (Twitter). To reply to a private message in the Inbox, please follow the steps below:
Select the private message from the list of Inbox items
Enter your reply in the text box entitled Write a reply here
(Optional) Add a saved reply, emoji, photo or GIF by clicking on the icons below the text box
Press the Send icon
Note: Instagram and Facebook do not allow private messages older than 7 days to be responded to via Agorapulse.
How to leave an internal note on a private message in the Inbox
You have the option to leave a note on private messages within the Inbox. This allows you to communicate with your team members on conversations in progress. To leave a note on a private message in the Inbox:
Select the private message from the list of Inbox items
Click on the Notes sub-tab
Enter your notes in the text box entitled Write a note
Press the Add a note icon
How to like a comment in the Inbox
The ability to like comments is available for Facebook, TikTok, X (Twitter) and LinkedIn. You can like a comment in two ways:
Click the heart (like) icon next to the comment in the list of Inbox items
a) Click on the Inbox item
b) Click the heart (like) icon next to the comment
An item can be un-liked by following the same steps.
Please Note: Due to API restrictions, it is not possible to like an Instagram or YouTube comment through Agorapulse. You can use the View on [network] link to like the comment directly on the social network.
How to use Agorapulse's reply suggestions
Agorapulse offers AI-powered reply suggestions for direct messages in the Inbox. This feature streamlines private message management by automatically generating tailored, dynamic suggestions aligned with your organization's communication style.
Reply suggestions will generate within 1-5 seconds and use data from conversations up to 3 months old (compliant with GDPR). If there are not enough conversations to analyze, No reply suggestions available will appear. Each new reply in a direct message thread will trigger a new reply suggestion.
Please Note: Reply suggestions are only available for users on a Custom plan. If you would like to change your plan to access this feature, feel free to contact us.
How to utilize reply suggestions when replying to a private message in the Inbox
To use reply suggestions to reply to a private/direct message (DM) in the Inbox:
Click on a direct message (DM) from the list of Inbox items
Select Show reply on the top right of the text box
(Optional) Select See sources to identify what conversations the reply suggestion pulled data from
a) Click Send reply if the reply suggestion is ready to send
or
a) Select Edit in composer to edit the reply suggestion
b) Make any required edits to the reply suggestion
c) Press Send when complete
Please Note: The reply suggestion feature supports all languages, but reply quality has only been tested and validated in English. The reply suggestion's language is based on the question's language.
E.g. The reply suggestion will be in French if the question is in French, even if all past conversations used to inform the reply suggestion were in English.
How to enable/disable reply suggestions
Reply suggestions can be enabled or disabled in the Profile settings. Reply suggestions must be enabled/disabled per social profile. To enable/disable reply suggestions from the Inbox:
Click on the settings cog on the top-right
Select the Reply suggestions sub-menu
Toggle on/off the Enable reply suggestions on this profile option
