Salesforce supported network and message types FAQs

The following message types are available in Sprout's Salesforce integration.

Network Message types
Facebook
  • Private Messages
  • Comments
  • Ad Comments
  • Wall Posts
  • Reviews*
Instagram
  • Comments
  • Ad Comments
  • Direct Messages
  • Story Mentions
  • Mentions
  • Media Tags*
Twitter
  • Mentions
  • Direct Messages
  • Quote Tweets
  • Brand Keywords
LinkedIn
  • Comments
  • Mentions
  • Ad Comments
TikTok
  • Comments
Youtube
  • Comments
Google Business Messages
  • Direct Messages
Google Business Messages
  • Reviews
TripAdvisor
  • Reviews*
Yelp
  • Reviews
Apple App Store
  • Reviews
Google Play Store
  • Reviews
Trustpilot
  • Reviews

*Agents can reply in the iFrame, but the replies don't get posted back to the Case due to a Sprout limitation.

Why can’t I reply to some messages?
Network constratints such as time frame, API or functionality can limit the message types you can reply to.

Public and private messages are rolling up to the same case. Why?
The out-of-the-box Sprout integration associates all messages in a conversation with a case. A conversation is defined as any interaction between a user profile and a brand profile, and conversations contain both public and private interactions.

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