Overview

Use this article when comments or messages exist on the social network, but they do not appear where you expect in Khoros Marketing Inbox. This article covers the documented configuration and visibility causes first: checking only Social Care Queue, using a stream type that does not source the content you need, or viewing a stream with filters or a date range that exclude the item.^[1][2][3][5]

Social Care Queue is not a catch-all inbox. Khoros documents that Streams and Collections are the continuous inbound sources, while Social Care Queue shows items assigned to any Topic Queue or individual.^[1][2]

Solution

Step 1 — Check the item in a Stream or Collection, not only in Social Care Queue.

1. Open Inbox.
2. Open the relevant Stream or Collection for the social account, page, or profile where you expect to find the comment.
3. If you do not see the correct source on the page yet, open the Stream Library from the hamburger icon and review the streams already available to you.^[4]

If the item appears in a Stream or Collection but not in Social Care Queue, this is possibly due to routing or assignment.^[1][2]

Step 2 — Confirm that the correct stream type exists for the content you want to moderate.

1. In Inbox, click the hamburger icon to open the Stream Library.
2. Click Add Streams.
3. Select the correct account and stream type depending on the type of content you are looking for (e.g. Mentions, comments (Page Activitiy), Private Messages, etc).
4. Click Add next to the stream you need, click Done, then click the + icon next to the stream name to add it to your Inbox view.^[4]

Facebook-specific check: the Facebook Mentions stream is different from Page Activity. Facebook Mentions sources mentions of a brand page, while Page Activity pulls mentions of the brand page only if they are posted to the brand page.^[3] If the missing content is engagement posted on your Facebook page and you only have a Mentions stream, add the appropriate Page Activity stream and test again.^[3][4]

Step 3 — Check whether the stream is filtered or scoped to the wrong timeframe.

1. In the stream header, open the stream management menu and choose Filter Stream....
2. Review the current filter criteria, especially By Date, status, labels, and any saved filter applied to the stream.^[5]
3. Click Apply after adjusting the filter.
4. If the stream still looks empty, use Load more items or continue scrolling so older indexed items can populate into the current view.^[1][5]

An empty-state message such as There are no items or a date-bounded message does not prove the item was never ingested. It can mean the currently displayed stream view does not include that item yet.^[1][5]

Step 4 — If you expect the item to appear in Social Care Queue, verify your rules and queue setup.

1. Open Social Marketing Settings > Care > Rules to review the rules that label or assign incoming content.^[7]
2. Confirm that the relevant source streams already exist. Rules cannot act on content if the appropriate streams have not been created first.^[6]
3. Confirm that the rule action assigns matching items to the correct Topic Queue or individual.^[7]
4. Remember that rules and topic queues are not retroactive. After you save a new rule or add a rule to a topic queue, it will route new matching items going forward, not older items that were already published or imported.^[7][8]
5. If more than one assignment rule could match the same item, review the rule order. For assignments to individuals or topics, only the first rule assignment is applied.^[7]

Step 5 — If the item is still missing after the checks above, contact Support with complete evidence.

If the item is missing from both the expected Stream or Collection and Social Care Queue after you confirm the correct stream type, filters, and rules, open a Support case and include all of the following so the item can be traced accurately:

• 2-3 native item URLs, or full-page screenshots for private messages or content without a shareable URL
• Exact timestamps with timezone
• The social network and the page/profile/account involved
• The exact Stream, Collection, or Queue name where you expected to find the item
• A screenshot of the stream header showing the active filters or date range
• Whether the missing content is organic content or ad activity
• The email address of the affected user who has access to this Inbox

Providing these details allows Support to determine whether the issue is a queue configuration problem, a rule-routing problem, or an item-level ingestion problem.

<supportagent>

If the customer confirms a native item is missing from both the relevant Stream or Collection and Social Care Queue, collect the native URL or a full-page screenshot for private content, the exact timestamp with timezone, the social page/profile, the expected Stream or Collection name, the Inbox URL, and screenshots of the current filters/date range before moving to deeper item-level tracing.

Then, impersonate the affected user and check the configuration of their inbox, ensure that the correct streams (accounts + content type) are there.

Make use of the Search bar on the right to check if this content can be found on the inbox with the current streams or not.

</supportagent>

References

1. Understanding streams, collections, and queues
2. Care Module FAQs
3. Create a Facebook Mentions stream
4. Create a stream in the Inbox
5. Filter streams
6. Topic Queues FAQ & Troubleshooting
7. Create and manage Care rules
8. Create and edit Topic Queues