Triage your Agorapulse social inbox into Zendesk and Slack

Whenever a new item lands in my Agorapulse social inbox, I want it triaged and routed automatically instead of someone watching the inbox all day. Trigger this workflow on the Agorapulse inbox item webhook, the INBOX_ITEM event, which fires when an inbox item is received, when it is labeled, or when its sentiment analysis is modified.

Start by getting real context. The webhook payload on its own is often a single stray line, which is not enough to classify anything reliably. Use the Agorapulse Get Conversation Messages operation to read the full thread for the conversation the item belongs to, and classify from the whole thread rather than from one message. If the payload does not carry enough detail to resolve the conversation, use Agorapulse Find Inbox Items to locate the matching inbox item first.

Classify each item into exactly one of four buckets: a sales enquiry, a support problem, negative feedback, or routine chatter. Alongside the bucket, judge the customer sentiment and how urgent and angry the message reads. Keep those as separate judgements, because the bucket decides where the item goes and the urgency decides how loud it is when it gets there.

Route support problems and negative feedback to Zendesk with the Create Ticket operation. Set the ticket priority from the urgency and anger you detected. A calm question that can wait should be low or normal. A clear service problem, a blocked customer, or a visibly frustrated one should be high. A furious public complaint, someone threatening to churn, or anything escalating in front of a wider audience should be urgent.

Route buying enquiries to Slack with the Send a Message operation, posting into the sales channel so a rep can pick it up while the person is still interested. Sales enquiries should not become Zendesk tickets.

Every escalation, whether it is a Zendesk ticket or a Slack alert, must carry the same four things: a two line summary of what the person actually wants, the detected sentiment, which social network the item came from, and a direct link back to the conversation in Agorapulse so a human can reply in one click. Do not make anyone go hunting for the original thread.

Routine chatter and obvious spam should be skipped silently. No ticket, no Slack message, no notification of any kind. The whole value of this workflow is that the places it writes into stay high signal, so when something is a low stakes thanks, an emoji reply, or a bot posting links, skip it rather than escalating just in case.

Because the webhook also fires when an item is labeled or when its sentiment is re-scored, the same conversation can arrive more than once. Do not escalate the same conversation twice. Before creating a ticket or posting an alert, check whether this conversation has already been escalated on an earlier run and skip it if so.

Agorapulse signs each webhook request with an X-Hook-Signature header, a SHA256 HMAC of the raw request body computed with the subscription shared secret. Where a shared secret is configured, validate that signature and ignore any request that fails the check.