The Social Care Revolution Starts Now - Stay Connected Here for What's Next!

Hi Laura and team! Is there a way to add the zoom webinar links directly into calendar invites in the future? It can be hard to dig through my inbox for a registration email I received weeks ago; I’d love to click in right from my outlook calendar.

Agree, im trying to join the webinar but I cant find the link to the call. 

Thanks!

Try this! Breaking Ground: The Social Care Revolution

Would love to be able to set up comment automation to better manage paid and organic content across multiple pages. Is this a feature yet?

Hi ​@julia.gross and ​@kgarrido, so sorry I missed your question earlier. The platform we use to manage this community has some limitation and that is one of them. I’m currently exploring different ways to make this a more streamlined experience for next time. Please continue to share your feedback, it’s really helpful.

Thanks to all who were able to attend our Breaking Ground webinar this morning. If you missed it, don’t worry the recording will be posted shortly. Here are some of the remaining answers which we weren’t able to get to in the Q&A today. If you have additional questions, please let us know in the thread below!

Q from Andrea Weidlich: Can you share the data that was shown on the cost of not responding to messages?
A: The data discussed at the beginning of Breaking Ground came from Sprout Social’s 2025 Index Report. You can download your copy here. 

Q from Julia Yob: Is data masking hiding things like email on the backend at certain permissions levels?
A: Data Masking can be enabled for emails, yes. It is masking in the UI only so that agents are not able to view the sensitive data.

Q from Vanessa Rosales: Are all of these AI tools showcased in the webinar what Sprout offers in app?
A: You'll see in this next segment Sprout's AI capabilities that allow you to execute these strategies

Q from Anonymous: Can you share some tips to approach consumers fighting against AI? For Example: Duo Lingo is facing significant backlash, and customers are canceling subscriptions and breaking their streaks after Duo announced becoming an AI-first company and replacing their human contractors with AI?
A: We recommend finding that balance of AI and human. For Care specifically, we believe customers will enjoy the speed and personalization of their experiences. As we discussed, AI should be used to free your team from repetitive tasks and allow them to focus on more strategic work and in-depth cases, not to replace them. 

Q from @cgibson: Can the secure form fields be sent to Salesforce Service Cloud to update case fields?
A: Currently no, you can easily copy and paste this information into their contact or case fields. We are looking into potentially adding some automation here and would love to hear more about use cases! 

Q from Anonymous: Is the secure form for Salesforce use only?
A: No the great thing about secure forms is that it can be used for any private messages directly within Sprout. It is also available for Salesforce users but not limited to them! 

Q from ​@emily.ryder: Is secure form only an option for cases or is it available in the smart inbox as well?
A: It will be in both Cases and the Smart Inbox.  

Q from Rich Ward: Can we get a messages completed metric in the team report?
A: Expanded inbox metrics, including customizable completion metrics are on our radar but we don't have a confirmed release date yet. Please keep providing feedback on this feature through our Ideas forum!

Q from Anonymous: Will TikTok social listening AI capabilities be offered anytime soon?
A: We plan to extend our data source coverage to Instagram, Facebook, LinkedIn, TikTok mentions, and Reddit which will give us more capabilities around the entire subreddit Listening or subreddit exclusion, and we are hoping to start releasing some of that functionality in H2.

Q from ​@stefania.didio: Can the new compliance-related features be applied to the NGO sector or is it mainly for corporations?
A: Our upcoming compliance-related features can be applicable to any company - ensuring we help maintain customer trust and safety. Data Masking and Secure Forms ensure you are handling your customer's data with utmost care and Blocked Words provides you brand control features for all your outbound content.

Q from ​@emily.ryder: Does Sprout’s AI learn over time? How does it know your policies?
A: Currently, we don't "re-train" models based on user input. For instance, overriding the AI generated sentiment of a message to "negative" doesn't teach the sentiment model that this type of message is "negative" and to use that information moving forward. It is something we would like to support though in the future.

Q from Vanessa Rosales: Where is the AI integration that Steve from JCPenney is talking about, and where do I find this AI in Sprout?
A: I believe Steve was speaking about Enhance by AI Assist. Learn more here: https://support.sproutsocial.com/hc/en-us/articles/18297151410829-How-do-I-use-Enhance-by-AI-Assist

Q from Vanessa Rosales: What are the integrations Sprout has available to customers?
A: Great question! Check out Sprout's integrations here: https://sproutsocial.com/integrations/

Q from David Fabian: Is there a way to schedule Reels for Instagram through Sprout?
A: Yes! Here’s how: https://support.sproutsocial.com/hc/en-us/articles/4423001236365-How-can-I-use-Instagram-Reels-in-Sprout

Q from Anonymous: How do you train your AI to answer those mundane questions, can you give maybe one or two tips on that?
A: Currently, Sprout doesn't support having AI respond / answer questions. However, using our message enrichments , as well as using our keyword critieria within automated rules can help group similar messages together to make it faster to respond. We also recommend using Saved Replies to reduce replying manually to mundane, repetitive questions.
 

This question from Vanessa Rosales is for The Arboretum Community Peers:

How many people on your team are working in the Smart Inbox on Social Care?

I submitted a question but it was never answered. Would love to be able to set up comment automation to better manage paid and organic content across multiple pages. Is this a feature yet?

Hi ​@Dara, I don’t have an answer to that one yet but I’m working on it!

This is what I learned ​@Dara - the product team is exploring this for future AI-powered social care workflows, though it's not in our near-term roadmap. To help us prioritize, please share your feedback and details on your use case in the Ideas forum. Once shared there I’ll be able to manage the request with our product team, and update you when I know more. Thank you!