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How to manage users in the Inbox
How to manage users in the Inbox

Discover more information about users who interact with your content.

Updated over a week ago

User profiles are available within the Inbox. These profiles are generated for every user that interacts with your page/profile. You can utilize this feature in order to see an overview of user activity across your social media profiles.

You can see a minimized view of the profile on the right hand side whenever a comment or message is selected from the list of Inbox items. Agorapulse will show how many total Inbox items have been created by the chosen user. In this article we will outline:


How to view a user profile in the Inbox

To view a user profile while in the Inbox, follow these steps:

  1. Click on an Inbox item related to the chosen user

  2. Select Open user profile on the right-hand side User profile menu

  3. (Optional) Apply a filter for Inbox item type

To navigate back to the Inbox after viewing a user profile, click Close user profile on the top-left of the screen.

Please Note: Due to API limitations, we are unable to display all user information for Google Business and TikTok users.


Within the User profile pop-up in the Inbox, you can see:

  • User's name/username
    The name of the user who has generated a conversation as it appears in the relevant social network. For X(Twitter), TikTok and Instagram this will include the @ (handle) of the user. When clicking on the hyperlinked handle, the user's profile can be opened natively in the social network. For YouTube this section will include a link to this users YouTube channel.
    ​

  • User activity
    This filterable list will include all conversations received from the chosen user. This is specific to the network that is being viewed in the Inbox.
    ​

  • Add to CRM option
    If this option has been enabled and you are on a Tailored plan, you can utilize the CRM integration to add a user to either Salesforce or Hubspot. To learn more about our CRM integrations check out this article.
    ​

  • Notes
    Notes can be utilized to keep record of helpful information related to users. More information available below.


How to add a note to a user profile

Notes can be added to a user profile in the Inbox in order to keep a record of internal user-specific information for further review. To add a note to a user profile in the Inbox:

  1. Click on an Inbox item related to the chosen user

  2. Select + Add a new note
    or

    Select Open user profile on the right-hand side User profile menu

  3. Enter the user note in the text box

  4. Press Save

Notes can be edited or deleted by pressing Edit or Delete on the note.


How to ban users in the Inbox

Users or bots can be banned in the Inbox to prevent spam or inappropriate messaging on publicly available content. Only users on Facebook and YouTube can be banned.

To ban a user on Facebook or YouTube in the Inbox:

  1. Click on an Inbox item related to the chosen user

  2. Click Ban on the right-hand side User profile menu
    or

  3. Select Open user profile on the right-hand side User profile menu and click Ban

  4. In the banning options pop-up, select from the following options:
    ​
    ​Ban - The banned user cannot interact with your social profile or send any private messages. Banned users will not be notified.

    Ban and hide all items- User will be banned and all Inbox items from this user will be hidden from your social profile
    ​    Ban and delete all items - User will be banned and all Inbox items from this user will be deleted. Only Reviews will remain.
    ​

  5. Confirm by pressing Ban

You can unban Facebook users by clicking the Unban option. YouTube users must be unbanned natively.

Note: Users that have been banned natively will not appear as banned in Agorapulse.


How to follow X (Twitter) users in the Inbox

Please Note: User Profile access for X (Twitter) requires the X (Twitter)Plus add-on.

To follow a user on X (Twitter) in the Inbox:

  1. Click on an Inbox item related to the chosen user

  2. Click the Follow button

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