Tagging Case Messages FAQs

Why are there no post tags on my Social Post record?

When a case gets created from Sprout in Salesforce, it starts with an initial message called the anchor message. This message is sent via an Automated Rule or Macro. Within your Rules & Macros, you have the ability to apply Post Tags to the message to post into the Social Post object in Salesforce.

Subsequent messages – messages that are sent from the brand profiles and the social profiles after the initial case creating message – do not have Post Tags applied since these messages are processed separately from the Rule or Macro that started the case.

How do I know which Automated Rule or Macro triggered a case to be created?

Cases generally start with an initial message called the anchor message. This message is sent via an Automated Rule or Macro. On the Rule or Macro action, a Post Tag value should be applied to be posted in the Post Tag field on the Social Post record. 

This value is typically the identifier to associate a created case with the initiating Rule or Macro. However, the Post Tags only apply to the anchor message. Subsequent messages – messages that are sent from the brand profiles and the social profiles after the initial case creating message – do not have Post Tags applied. 

If you are looking at the anchor message on a case and do not see Post Tags, check the Reply To field on the Social Post for a linked Social Post. If there is a value, this indicates there was a previous case opened that the current case is a continuation of.

If you have validated all of the above and are still encountering issues, reach out to your Technical Services Consultant or the Sprout Support Team.