# Triage your Agorapulse social inbox into Zendesk and Slack

> When a new message lands in your Agorapulse social inbox, we read the whole thread, work out what it is, and route it to support or sales.

- Workflow type: agent
- Services: Agorapulse, Zendesk, Slack
- Categories: Customer Support, Sales
- Published: 2026-08-07

## What it does

- Picks up every new comment, message, mention and review in your Agorapulse social inbox the moment it arrives.
- Reads the full conversation before deciding anything, then sorts it into a sales enquiry, a support problem, negative feedback or routine chatter.
- Opens a Zendesk ticket for support problems and unhappy customers, with priority set by how urgent and upset the message reads, and alerts your sales channel in Slack for buying enquiries.
- Skips routine chatter and spam silently, so your ticket queue and Slack channel stay worth reading.

## What you'll need

- An Agorapulse account on a plan that includes API access, with your social profiles connected.
- A Zendesk account where support tickets should be created.
- A Slack workspace and the channel your sales team watches.

## Prompt

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.

## How to customize

- Change which categories escalate. Some teams want routine chatter logged quietly rather than skipped, or want glowing praise sent to a marketing channel.
- Adjust how priority is assigned, for example treating any public complaint on a network with a big audience as urgent.
- Point sales enquiries at a different Slack channel, or split by social network so each brand team gets its own alerts.

## FAQ

### Which social networks does this cover?

Whatever you already have connected to Agorapulse. The workflow reads your social inbox, so comments, direct messages, mentions and reviews from any connected profile all flow through the same triage, and every escalation says which network it came from.

### Will it create a ticket for every comment?

No. Only support problems and negative feedback become Zendesk tickets. Buying enquiries go to Slack instead, and routine chatter and obvious spam are skipped entirely so your queue stays clean.

### How does it decide the priority of a ticket?

It reads how urgent and how angry the message sounds in the context of the whole conversation. A calm question lands as low or normal, a blocked or frustrated customer lands as high, and a furious public complaint lands as urgent.

### Can a human still reply on the social network?

Yes, and that is the point. Every ticket and Slack alert includes a direct link back to the conversation in Agorapulse, so whoever picks it up can reply in one click without hunting for the thread.

### Do I need both Zendesk and Slack?

You can run it with either one. If you only use Zendesk, send everything to tickets and skip the sales alert. If you only use Slack, have support problems and buying enquiries post to two different channels.

Use this prompt in General Input: https://www.generalinput.com/prompts/triage-your-agorapulse-social-inbox-into-zendesk-and-slack