In this article we will outline the answers to common questions regarding the Inbox tool. If your question is not included here, please contact our support team!

If your audience is global, you might receive a comment in a foreign language. In Agorapulse, you can translate any comment in a few clicks. Simply click the [...] button on the right hand side of the comment and then choose See translation.
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​The translation feature is not available on the Free plan.

Instagram direct messages (DMs) are usually enabled by default in the Instagram application. However, if you are not receiving or able to reply to story mentions/DMs in Agorapulse, you should ensure that you have the correct message control settings in place.
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If these setting have not been configured correctly, you may receive an error: You can't reply in Private because DM and Story mentions have been deactivated on the Instagram mobile app.
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To change this setting while logged into the Instagram mobile application:

We then recommend renewing your Instagram token by following these steps, in order to update the permissions.

Agorapulse syncs Facebook reviews and recommendations to the Inbox. They are able to be actioned along with other comments, messages or posts.

Since Facebook has made changes to Reviews in August 2018, we do not show the star rating, i.e. number of stars user has given your Page. Reviews will be displayed as positive/negative or recommends/does not recommend, and will include the user's associated comment. You can use the Inbox filters to show only Reviews.

It is not possible to like reviews through Agorapulse due to a Facebook API issue. Reviews may be liked natively.
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It is also not possible to delete a review, since the review does not 'belong' to your page.

After you add your Facebook Page, we will sync the last 32 days of reviews and limit them to the following number within that 32 day historical sync:

If you need more info about Facebook Reviews, how they work or how to enable them, please refer to the Facebook Help center.

Page-backed Instagram Accounts (PBIAs) are shadow Instagram accounts, created for the purpose of running ads on Instagram. More details here.

To be able to sync Instagram ad comments from PBIA ad posts for you, you need to connect the relevant ad account(s) to Agorapulse. As soon as the ad account is connected, we will sync relevant ad posts and their comments for PBIA accounts.

Due to the restrictions on Facebook / Instagram side, it is not possible to reply to ad comments on PBIA posts through Agorapulse.

Agorapulse syncs comments on unpublished posts (or dark posts) for Facebook pages. You can find more information on this in our Ad Comment Management Explained article.

We sync ads that have been created using Placement asset customization - these ad comments will appear in your Inbox as any other ad comments. If you want to learn more about PAC, feel free to read this blog post on the topic.

Ad comments may not be appearing in the Inbox for a variety of reasons, including:

More information can be found in our Ad Comment Management Explained article.

If you see a different comment or message in the right panel than what you selected in the list of Inbox item on the left, it may be due to a browser extension you have installed.

In the past, users have experienced issues viewing the Inbox when translation extensions have been installed - like the Google Translate Chrome extension/
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We recommend not using the Google Translate Chrome extension and instead, you can use the built-in translation feature that Agorapulse offers.

When searching for a keyword in the Inbox, it will only apply to words starting with the search input. For example, searching for "day" will return results for the words "daylight" or "dayum" but not "holiday". Try adjusting the structure of your keywords to pick up all results!

It's not possible to export conversations from the Inbox. You can view all these items in Agorapulse (as long as you have an active plan or trial). You can read more about data retention per plan here.