What's Fresh?

New capabilities shipped to Social Inbox. Here’s what changed:

New: TikTok Ads Comments
Connect a TikTok Ads account to your organic profile in NapoleonCat. Comments from ads land in the Inbox alongside your organic ones, so you can reply to both in one place instead of switching to TikTok Ads Manager.

New: Reworked Translation Flow
Translation in Inbox v2 now covers both incoming messages and your replies. Set your translation language once, in account settings, and it applies across the whole Inbox, no need to pick it per ticket.

New: YouTube Add comments and filter
The YouTube filter now splits results into three types: organic comments, ad comments, and mentions. Moderate just the ad comments, for example, without digging through everything else.

Inbox Analytics now matches the new Inbox. Everything that existed before the migration is back, and three new views join it.

New: New Conversations
Track the number of new conversations over time.

New: Conversations by Tag
See how topics and categories break down across the conversations coming through the Inbox.

New: Conversations by Sentiment
Watch sentiment shift over time and see how customers are responding to your communication.

It makes it easier to catch trends and see what topics are actually driving conversation volume. It also gives you a quicker read on how well conversations are being handled.

Where to find it
All of it lives in the Analytics section.

The tab badge shows the number of tickets across your full filtered view. The bulk select counter shows how many you can select right now, based on what’s already loaded on screen.

These two numbers won’t always match. Expect a gap when extra filters are active (tag, sentiment, assignment, search), when you haven’t scrolled to the bottom of the list yet, or when DMs are in the mix, since bulk actions don’t include them.

Use the badge to see how big the queue is. Use the select counter to see what’s actually in front of you to act on.

We have improved how you can mark messages and entire threads.

Message-Level Sentiment and Tags
Apply sentiment and tags directly to a single message inside a conversation (Messenger, Instagram DM, and similar channels), not only to the conversation as a whole.

Conversations Surface on a Single Matching Message
Filtering by sentiment or tag now surfaces a conversation if even one message inside it matches, not only when the whole conversation carries that label.

Auto-Apply Conversation Sentiment and Tags to Every Message
Setting a sentiment or tag on a conversation now applies it to every message in that conversation.