Conversation Types & Sync Rate
Statusbrew integrates with major social networks like Facebook, Instagram, X, LinkedIn, Google My Business, Pinterest, WhatsApp, Threads, Reddit, TikTok, Line, Play Store, App Store, and YouTube.
Below is a table detailing the different conversation types supported and their sync rates.
Sync rate refers to the time interval at which conversations are fetched or updated from a social network and displayed in the Engage inbox.
Conversation Types and Sync Rates by Network
Network | Conversation Type | Sync Rate |
|---|---|---|
X | X DM | Every 15 minutes (Enterprise) / Every 40 minutes (all other plans) |
X Mention | Every 15 minutes (Enterprise) / Every 40 minutes (all other plans) | |
X Quoted Tweet | Every 15 minutes (Enterprise) / Every 40 minutes (all other plans) | |
X Keyword | Every 15 minutes (Enterprise) / Every 40 minutes (all other plans) | |
Instagram Hashtag Post | Every Hour | |
Instagram Message | Real-Time | |
Instagram Mention | Real-Time | |
Instagram Media Tagged | 5 Minutes - 1 Hour | |
Instagram Comment | Real-Time | |
Instagram Ad Comment | Real-Time | |
LinkedIn Comment | < 5 minutes | |
LinkedIn Mention | < 5 minutes | |
Facebook Message | Real-Time | |
Facebook Comment | Real-Time | |
Facebook Ad Comment | Real-Time | |
Facebook Recommendation | Real-Time | |
Facebook Mention | Real-Time | |
Facebook Visitor Post | Real-Time | |
YouTube | YouTube Comment | 5 - 30 minutes |
TikTok | TikTok Comment | Real-Time |
TikTok Mention | Can take up to 48 hours | |
TikTok Direct Message | Real-Time | |
Google Business | Google Business Review | Real-Time |
Google Business Question | Real-Time | |
App Store | App Store Review | Every Hour |
Play Store | Play Store Review | Every Hour |
Line | Line Message | Real-Time |
WhatsApp Message | Real-Time | |
Reddit Post | Every Hour | |
Threads | Threads Reply | Real-Time |
Trustpilot | Trustpilot Review | Every Hour |
Instagram ad comments may take up to 3 hours to sync for specific ads, depending on the number of active ads. We sync up to 4000 active ads.
A TikTok business account is required to receive DMs and @mentions.
For Statusbrew to classify comments on Facebook and Instagram ads as Ad comments, you would have to link Ad Accounts.
For YouTube, Statusbrew does not sync conversations from community posts at this time.
FAQs
Why Are My DMs Coming Through, but Comments Aren't?
Direct messages are delivered in real time on most networks because the social APIs support push delivery. Comments and mentions are fetched on a polling schedule, so a short delay is expected. If comments aren't appearing at all, rather than just being delayed, check that your profile is authenticated, your Engage filters aren't hiding conversations, and that all permissions are enabled in Facebook Business Integrations for Facebook and Instagram.
How Long Should I Wait Before Deciding a Comment Is Missing?
Wait at least as long as your network's sync interval. Facebook and Instagram comments are real-time, so a delay of more than a few minutes is worth investigating. For X, wait at least 40 minutes (15 minutes on Enterprise). For YouTube, allow up to 30 minutes. TikTok mentions can take up to 48 hours. This is expected.
Why Are My X Mentions Slower Than Expected?
X syncs every 15 minutes on the Enterprise plan and every 40 minutes on all other plans. If your mentions are arriving within those windows, the behavior is correct. If they're consistently missing entirely, check that the connected X profile is authenticated under Settings > Profiles.
Why Aren't Facebook Ad Comments Showing in Engage?
Ad comments only sync after you connect a Meta Ad Account to Statusbrew. Go to Settings > Profiles and confirm your Facebook Ad Account is connected. Once connected, ad comments will begin syncing from that point forward. You can also manually resync ad comments on a specific post by opening it in Engage, clicking (More) under the post, and selecting Resync comments.
Why Are TikTok Mentions Taking So Long to Appear?
TikTok mentions can take up to 48 hours to appear in Engage. This is a TikTok API limitation and is expected behavior. If mentions are older than 48 hours and still haven't appeared, confirm that the connected TikTok account is a Business Account, as TikTok requires a Business Account for mentions to sync.
Do Comments on Posts Published Outside Statusbrew Sync Too?
Yes. Statusbrew syncs comments on posts published directly on the native platform, not just posts published through Statusbrew.
Why Aren't Instagram Comments From Private Accounts Showing Up?
Statusbrew only pulls content from public accounts due to Instagram's API policies. Comments from private accounts will not appear in your Engage inbox.
My Facebook Comments Were Working Before, but Stopped. What Happened?
The most common cause is a permissions change or an expired access token. Go to Facebook Business Integrations, find Statusbrew, click View and edit, re-enable all permissions, and save. Then reauthenticate the Facebook Page in Statusbrew: Settings > Profiles > select the profile > Reauthenticate.
Does the Sync Rate Change Based on My Plan?
Yes, for X. X conversation types (DMs, mentions, quoted tweets, keywords) sync every 15 minutes on the Enterprise plan and every 40 minutes on all other plans. For all other networks, the sync rate is the same regardless of plan.
I Just Connected a Profile. Why Aren't Older Comments Showing?
Statusbrew only syncs conversations that come in after the profile is connected. Historical content is not backfilled. All new comments and mentions will sync at the standard rate for your network going forward.
Why Aren't YouTube Community Post Comments Showing in Engage?
Statusbrew does not sync comments from YouTube community posts due to limitations in the YouTube API. Only comments on standard video posts are supported.