December 2023

Releases this month:

• December 1 - Enhancements to Salesforce Service Cloud message routing
• December 4 - Preferred Reply Profiles
• December 4 - Cross-Group Case Permissions
• December 5 - Follower Count & Verified Profile updates available for FB Comments and Visitor Posts
• December 6 - Employee Advocacy video enhancements
• December 7 - TikTok Impressions and Engagement Rate per Impression
• December 11 - UI updates to Boosting
• December 13 - Delete keyword groups in Listening
• December 14 - UI update for sentiment in the Smart Inbox and Reviews
• December 19 - Case sorting options
• December 20 - Facebook Personal Profile Post Mentions
• December 21 - Sent Reels in Instagram Grid Planner
• December 21 - Listening data available in the Sprout Public API

December 1, 2023

Enhanced message routing to Salesforce Service Cloud prevents duplicate Case records

Previously, Salesforce Service Cloud customers may have seen duplicate Service Cloud Case records if a user sent back-to-back messages and a message matched an Automated Rule with the Send to Salesforce action. With this update, messages are now routed to a single Case record without duplicates.

Learn how to automatically route your messages to the Salesforce Service Cloud in this guide.

December 4, 2023

Use Preferred Reply Profiles in Sprout for brand consistency

Now Care Admins can configure a default Reply Profile for X and Facebook accounts so that all message responses come from a single, dedicated profile. This helps increase your brand's reputation across social channels and ensures customers receive the right care.

Learn more about enabling this feature with this how-to.

December 4, 2023

Enable Cross-Group Assignments when assigning Cases for quicker triage

When assigning Cases in Sprout, Care Admins can now enable Cross-Group Assignments so users can assign Cases across Sprout Groups to find active users who are best suited to respond to customers' inquiries quickly.

Learn more about assigning Cases in Sprout with this overview.

December 5, 2023

Prioritize and get alerts on messages from Facebook Commenters and Visitor Posts

Now when using the is from a verified profile or is from a user with follower count logic in your Automated Rules, the logic is also applicable to Facebook Commenters and Facebook Visitor Posters. This way if an influencer or another business page comments on or posts on your page, you can automatically tag and escalate that message for triage and follow up.

Start creating your Automated Rules to enhance your care workflows with this overview.

December 6, 2023

Create more engaging Stories with video enhancements in Advocacy

You can now upload video Stories up to 5 GB in size in Advocacy. Additionally, you can now add custom thumbnails to ensure your video always stands out.

Learn more about creating Stories in Advocacy in this guide.

December 7, 2023

Get a broader view of your performance with TikTok Impressions and Engagement Rate per Impression metrics

The Profile Performance Report now includes TikTok Impressions and Engagement Rate per Impression metrics. Understand your brand reach and how engaged your audience is with your TikTok content.

Note: Since there is no Impression metric in the TikTok API, this metric is derived from Video Views as the closest approximation.

December 11, 2023

Quickly find your boosting options throughout the Publishing and Reporting suites

Before, Boosting in Sprout wasn't easily discoverable and often led to missed opportunities to boost posts. Now, the boosting icon appears on posts in the Publishing Calendar, a dedicated Promote section in Compose and the Tag and Post Performance Reports. 

December 13, 2023

Simplify your Listening queries with the ability to delete groups of keywords

Previously, you could only delete keywords in Listening queries one at a time. Now, you can delete groups of keywords to keep your Listening queries cleaner.

Learn how to build queries in Listening in this overview.

December 14, 2023

See sentiment more clearly in the Smart Inbox and Reviews feed 

For Advanced Plans only: Get faster visibility into your message sentiment with updates to the UI in the Smart Inbox and Reviews feed. The sentiment icon now appears more prominently for at-a-glance, AI-powered insight into your messages. 

Learn more about sentiment for messages and reviews in this overview. 

December 19, 2023

Find Cases quickly and easily with new sorting options

Now you can sort Cases from the Cases tab by date created, date update and date of last response. You can also add an additional sort to show Cases newest to oldest or oldest to newest depending on your preferences.

Learn more about all the Case Management functions available to you in this overview.

December 20, 2023

Access Facebook Personal Profile Mentions in the Smart Inbox

Now Facebook Mentions of your owned profiles made from a Facebook personal profile appear in the Smart Inbox. You can take actions on these messages and reference them in your reporting. 

Note: Due to an Facebook API limitation, you can't reply to personal mentions from Sprout.

Learn more about the Facebook message types available in Sprout with this overview.

December 21, 2023

Get the full picture of your Instagram Publishing with Reels in the Grid Planner

Now any scheduled or sent Reels appear in your Instagram Grid Planner in Sprout. This way you can get a true picture of what your grid will look like as your publishing strategy is executed via your Instagram account.

Learn more about Instagram Grid Planner with this overview.

December 21, 2023

Analyze and transform your Listening data with the Sprout Public API

Listening Topics, metrics and messages are now available in the Sprout Public API. Unlock even more insights when you analyze your Listening data alongside your other business metrics.

Note: Data from X is currently unavailable due to network API limitations.

Learn more about the Sprout Public API in this guide.