Overview of the Priority Inbox

The Priority Inbox shows all your incoming messages in one place so you can easily view and respond to them. It includes messages from multiple social profiles and also assesses the sentiment of the messages. You can choose to receive alerts for messages in the Priority Inbox when you set up a social profile.

Things to know

Find the Priority Inbox in your dashboard under Activity > Priority Inbox.
The Priority Inbox aggregates messages from those who engage with your posts across social profiles.
View and respond to messages. Compare it to the Social Feeds view.

Caution: There can be a 1-2 hour delay for messages to be brought from your social channels into the Priority Inbox as messages are being analysed for their sentiment. To monitor your social channels in real-time, please use the Social Feed view, where possible.

Important: Comments, replies, etc., are only pulled in for recent posts. For most accounts, it's four (4) days after publication.

Take a look

What is in the Priority Inbox?

The Priority Inbox includes messages from the following locations:

Facebook Page: comments, replies, direct messages
Facebook Ads: comments
Instagram Professional: comments, likes, reposts
LinkedIn Company Page: replies
YouTube: comments

You will not see messages from personal LinkedIn Profiles, X, Google My Business, TikTok, Pinterest, WordPress, or Instagram direct messages in the Priority Inbox.

Note: Updates are shown only for profiles where you opted to receive alerts in the Priority Inbox in the profile's settings.

Use the Priority Inbox

Click on Activity, and the Priority Inbox will display items from multiple social profiles in chronological order.
You can respond to messages from the Priority Inbox, including reposting them to share on your own social profiles. You can also translate, archive, or assign a message as a task by clicking on the three dots on the right-hand side of the other icons.
Note: The options available will vary depending on the social channel the message has come from.

View a conversation

Click on the conversation icon to the right of the message in the Priority Inbox.
If the message has been responded to from either your or another user's account with access to that profile, the previous messages in the conversation will be displayed.
You can also use the 'View source' option at the bottom of conversations replying to a post to go directly to the social site to view the response and respond from there if you prefer.

Sentiment

Messages are analysed to determine their sentiment based on the ratio of 'good' words to 'bad' words in the content. If there are more 'good' words, the message is deemed to have a positive sentiment and vice versa. The coloured dots at the beginning of each item indicate the sentiment.

Green for positive
Grey for neutral
Red for negative

Other actions

The Priority Inbox has options to archive or export items or refresh the inbox to update what is displayed. You can also filter the inbox by social profile or by date and search the inbox for words in the body of messages.

Use the checkboxes to select messages individually or all of the ones displayed in the dashboard.
Archive messages to remove the selected messages from the display. You can view the archived messages by clicking the 'Archived Only' checkbox.
Export selected messages as a CSV file.
Filter messages by date or social profile.
Search for specific words in messages.

FAQs

Will Instagram notifications appear in the Priority Inbox?

We do not bring Instagram mentions or notifications into the Priority Inbox.

This was removed as Instagram removed support for this feature in May 2016. While it is now available again, it has yet to be added back to the platform.

If you would like to request this be added, please make sure to add a feature request.

Have more questions?

We'd be happy to help!

Please submit a support ticket with your questions. Providing screenshots or a video to explain what you expected or wanted will help get answers more quickly!