What's Fresh?

Mentions, already available for Facebook, now work for Instagram too. When another account tags your brand in a post or a comment, it lands in Social Inbox as its own ticket, with a link to the source on Instagram.

New: Mentions tickets for Instagram
A mention from another account arrives in the Inbox as a ticket of the Mentions type, so you can see who tagged your brand without checking Instagram by hand. It covers two cases:

• Another business account tags your brand in a post caption.
• Another business account tags your brand in a comment under someone else’s post.

Every mention is its own ticket
Each mention creates a separate ticket. Mentions aren’t grouped into threads.

Mentions under your own posts stay Comments
A mention in a comment under your own post still arrives as a regular Comment. That keeps the context of the post, and it doesn’t create a second Mentions ticket for the same thing.

Open the source on Instagram
Each Mentions ticket shows the author and a link to the original on Instagram. For comments, the ticket points to the specific comment.

What you can do with a mention
Mentions are informational. You can’t reply to, like, hide, delete or block them from NapoleonCat. Internal actions still work: tags, assignment, sentiment and notes. To respond, open the source on Instagram.

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.

When you combine multiple conditions in a rule, sentiment, message tags, user tags, and keywords are now connected with “AND” labels. You can see at a glance that every condition you set has to match before the rule runs.

This change follows recurring customer questions about how rule conditions combine. No action needed; it applies to new and existing rules automatically.

The new Social Inbox is now available on mobile, along with Social CRM. Here’s what’s new.

Full Inbox 2.0 on mobile
Comments, DMs, and reviews from all your social media, in one place. Filter by status, date, or platform, and use tags to organize conversations, all from your phone.

New: Social CRM on mobile
See full conversation context right in the app: customer profile, message history, and post details, without switching screens.

Take action from anywhere
Reply, manage, add notes, or consult your team, right from mobile. Same actions you’d use on a desktop, now in your pocket.

Select multiple tickets at once and apply any of the following in a single move:

• Delete – remove multiple tickets without opening each one
• Flag – mark tickets that need attention or follow-up
• Tag – apply labels across a batch of conversations at once
• Mark sentiment – assign positive, neutral, or negative sentiment to multiple tickets simultaneously
• Hide – remove selected tickets from view without deleting them
• Mark as done – close out resolved conversations in bulk
• Assign moderator – route multiple tickets to the right team member at once

Useful when clearing a backlog, triaging high-volume periods, or handing off a set of conversations between shifts.

Availability Bulk actions are now live for all Social Inbox 2.2 users.

You can now create AI Agents that suggest replies for incoming comments — based on your brand’s tone of voice, FAQs, and any other knowledge sources you configure.

When a comment comes in on an assigned profile, you can ask for a draft reply and then review, edit , or discard. Nothing is sent without your approval.

How does it work?

Trained on your brand

You set up an AI Agent with your brand’s tone of voice, knowledge sources (FAQs, product docs, policies), and custom rules. The AI Agent stays within what you’ve provided — no generic responses, no hallucinated answers.

Human in the loop, always

When a comment comes in on an assigned profile, the moderator can ask the Agent to suggest a reply. Your moderator sees the draft in the composer — they can send it, edit it, regenerate it, or discard it. Nothing goes out without a human reviewing it first.

Works across your channels

Get suggested comments for Facebook, Instagram, TikTok, and more — all in one inbox. Set up separate AI Agents per brand or client, each with its own tone and knowledge sources.

What can you configure?

• Tone of voice (free text description or generated from past interactions)
• Knowledge sources: uploaded documents, FAQ spreadsheets, URLs
• Custom rules: per-line instructions the Agent must follow
• Saved replies: include your existing reply templates as a knowledge source

Availability

AI Reply Suggestion is launching in Beta – available to all Social Inbox 2.1 users with the AI Assistant add-on, across all plans and active trials.

After the Beta phase, AI Reply Suggestion will be available only on the Expert plan.

If you’re on a lower plan, now is the time to explore it — free, at full functionality.

Set up your first Agent in NapoleonCat.