Why are my Facebook messages delayed in the Smart Inbox?
Table of Contents
Sprout is subscribed to Facebook's real-time update feed for Page messages, so under normal conditions, new Facebook messages should appear in your Smart Inbox within 2-3 minutes of being sent.
In rare cases, Facebook API delays can push that window out further — up to a maximum of 15-20 minutes. This is uncommon, but it's still within expected behavior and doesn't indicate an issue with your account or integration.
When to reach out to us
If a Facebook message takes longer than 20 minutes to appear in your Smart Inbox, that's outside the expected range. Contact Support with:
- The Facebook Page name
- Approximately when the message was sent (per the sender) and when it appeared in Sprout, if it has appeared at all
- Whether this is a one-off or something you're seeing repeatedly
We'll investigate and escalate to our engineering team if needed.
Was this article helpful?
