What types of Facebook messages appear in the Smart Inbox and what actions can I take?

The following Facebook message types appear in the Smart Inbox. For these message types, you can respond and take additional actions.

  • Network: The social media network
  • Message Type: The type of message listed
  • Available in Inbox: The message type that appears in the Smart Inbox. If this is checked, Sprout expects to receive that message type. If this is marked with the Screenshot_2020-10-19_at_10.39.08.png symbol, Sprout doesn’t expect to receive the message type.
  • Update Schedule: How often Sprout updates data and the kind of data updated.
  • Backfill: How far back Sprout can provide data upon profile connection.

For information about message types on other social networks:

Network Message Type Available in Inbox Update Schedule Backfill
Screenshot_2020-07-30_at_11.35.34.png Wall Posts Screenshot_2020-07-30_at_11.46.19.png Every 20 minutes, the last 10 posts of each type (wall posts, tagged posts, sent posts and visitor posts) up to 10 days ago are updated A maximum of 500 posts of each type (wall posts, tagged posts, sent posts and visitor posts) created up to 365 days ago
Screenshot_2020-07-30_at_11.35.34.png Comments on Posts  Screenshot_2020-07-30_at_11.46.19.png Realtime. Messages may take up to 20 minutes to appear. All comments
Screenshot_2020-07-30_at_11.35.34.png Shared content (including comments on shared content) Screenshot_2020-10-19_at_10.39.08.png N/A N/A
Screenshot_2020-07-30_at_11.35.34.png

 Comments on Ad posts (Facebook Ads Manager must be connected to Sprout)

 

Includes Comments on Facebook Ads which use Dynamic Creative Optimization (DCO) or Placement Asset Customization (PAC)

 Screenshot_2020-07-30_at_11.46.19.png

Sprout receives ad comments in two ways: realtime and scheduled updates.

Realtime: Ad comments may come in realtime if Sprout receives them from Facebook in realtime. 

Scheduled Updates:

  • Ad Posts created/updated in the last 7 days: Every 15 minutes (up to 1000 comments)

  • Ad Posts created/updated in last 60 days: Once a day (up to 1000 comments)

  • For Ad Posts created/updated beyond 60 days: Sprout may or may not receive these updates from Facebook.

Maximum of 1000 comments 
Screenshot_2020-07-30_at_11.35.34.png

Ad Posts

Screenshot_2020-07-30_at_11.46.19.png
  • For the most recent 30 Ad Posts created or updated: Every 20 minutes (up to 1000 comments)

  • For Ad Posts created or updated in the last 30 days: Every 4 hours (up to 1000 comments)

  • For Ad Posts created or updated in the last 60 days: Once a day (up to 1000 comments)

Ad posts that were created/updated in the last 180 days
Screenshot_2020-07-30_at_11.35.34.png  Private Messages  Screenshot_2020-07-30_at_11.46.19.png Realtime. Messages may take up to 20 minutes to appear. None
Screenshot_2020-07-30_at_11.35.34.png  Sent Messages (Also check the Wall Posts filter for these to appear)  Screenshot_2020-07-30_at_11.46.19.png Every 20 minutes, the last 10 posts of each type (wall posts, tagged posts, sent posts and visitor posts) up to 10 days ago are updated A maximum of 500 posts of each type (wall posts, tagged posts, sent posts and visitor posts) created up to 365 days ago
Screenshot_2020-07-30_at_11.35.34.png  Facebook Mentions from other Pages (shown under the Wall Posts checkbox) Screenshot_2020-07-30_at_11.46.19.png Every 20 minutes, the last 10 posts of each type (wall posts, tagged posts, sent posts and visitor posts) up to 10 days ago are updated A maximum of 500 posts of each type (wall posts, tagged posts, sent posts and visitor posts) created up to 365 days ago
Screenshot_2020-07-30_at_11.35.34.png Facebook Mentions from personal, public Profiles (shown under the Wall Posts checkbox) Screenshot_2020-07-30_at_11.46.19.png Every 20 minutes, the last 10 posts of each type (wall posts, tagged posts, sent posts and visitor posts) up to 10 days ago are updated A maximum of 500 posts of each type (wall posts, tagged posts, sent posts and visitor posts) created up to 365 days ago
Screenshot_2020-07-30_at_11.35.34.png Comments on Facebook Live posts Screenshot_2020-10-19_at_10.39.08.png N/A N/A
Screenshot_2020-07-30_at_11.35.34.png Comments on Facebook Events Screenshot_2020-10-19_at_10.39.08.png N/A N/A
Screenshot_2020-07-30_at_11.35.34.png Comments on Facebook Watch posts Screenshot_2020-10-19_at_10.39.08.png N/A N/A
Screenshot_2020-07-30_at_11.35.34.png Facebook Offers  Screenshot_2020-10-19_at_10.39.08.png N/A N/A
Screenshot_2020-07-30_at_11.35.34.png  Facebook Check-Ins Screenshot_2020-10-19_at_10.39.08.png N/A N/A
Screenshot_2020-07-30_at_11.35.34.png Facebook Group comments Screenshot_2020-07-30_at_11.46.19.png

Daily, going back at least 10 days to fetch at least 100 group posts and the associated comments.

Every 15 minutes, going back at least 1 day to fetch at least 10 group posts and the associated comments

30 days to fetch at least 100 group posts and the associated comments
 

 

What actions can I take on Facebook messages?

There are a few actions you can take on Facebook messages in the Smart Inbox. At a high level you can:

Screen_Shot_2022-07-18_at_10.32.27_AM.png

  • Apply a Macro Screen_Shot_2022-07-18_at_10.32.56_AM.png
  • Apply a Sprout tag Screen_Shot_2022-05-11_at_9.26.46_AM.png
  • Start an internal conversation Screen_Shot_2022-05-11_at_9.26.51_AM.png
  • Create a task Screen_Shot_2022-05-11_at_9.27.01_AM.png
  • Mark the comment as complete Screen_Shot_2022-05-11_at_9.27.05_AM.png
  • Save messages to the Saved Messages Inbox View
  • Mark messages complete in bulk
  • Use the overflow menu to select more actions Screen_Shot_2022-05-11_at_9.29.10_AM.png
    • Ban users on Facebook
    • Update the message language
    • Export message threads to share with stakeholders and analyze conversation responses

Learn more about how to perform these message actions with this article.

Can I search for Facebook messages in the Smart Inbox?

You can search for Facebook messages that contain particular keywords or messages. When you run a keyword search, the Smart Inbox shows results for all your Facebook messages since you connected your profile to Sprout. If you're searching for social profiles, the Smart Inbox shows results for all profiles since you connected your profile to Sprout. Learn more about Inbox searching with this overview.

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