Engage lets you interact with your customers from one central inbox. It is flexible enough to support any workflow you and your team choose, making message moderation and teamwork a smooth experience.
Tip: New to Social Media Management? Register for a live onboarding webinar to hit the ground running and don't forget to check out our course on Running campaigns with Social Media Management to get up to speed with Publish and Engage.
Feed overview
The first thing you'll see in Engage is your Feed overview. This central hub will show you all the content that is waiting for your team to engage with or moderate.
Your incoming messages can be organized in feeds, which are columns of content items based on the filters you set. For example, you could create a feed with all Facebook direct messages, and another feed that shows all mentions of your X (Twitter) channel.
You can drag and drop your feeds to reorder them in Engage. At the top of each feed, you can further sort your content by newest or oldest, and refresh, edit, or delete your feed.
At the top of your Feed overview, you can search through all your Engage content and click on your feed names for quick access to the Detail View. You will see indicators in your feeds whenever there are new replies to moderate. Clicking on an item in your feed will open a Detail View where you can see a thread of the individual replies.
Tip: In Engage, your feeds can be organized by either conversations or messages. In a conversation feed, each line in your feed is one full conversation (e.g. one post and its whole comment/message thread). A messages feed will display a single message for each line of the feed. This could be useful if, for example, you only want a team member to have a feed of the individual messages that they are assigned to.
An example of a conversation feed is the the Unread feed, which will show all conversations where you have at least one message in the thread still unread. For example, if there are 10 unread comments in a thread, it will appear as one unread conversation in the feed, not as 10 separate messages.
Creating feeds
You can create new feeds and edit existing feeds with a variety of settings and filtering options.
Your Feed settings allow you to filter your feed by entire, top-level conversations or individual message threads, name your feed, sort your feed by newest/oldest conversations or messages (based on newest/oldest last message sent), blur your feed media, pin your feed to the sidebar, and enable email notifications for your feed.
The basic filters include the Network, Channels, Conversation type, Message source, and Read status. These options allow you to filter your feed according to your source and team moderation preferences.
Assignment filters allow you to filter your content by messages that haven’t been assigned yet, or have or have not been assigned to a specific team member or team. You can also designate your assignment filtering by if the entire conversation is assigned, or if individual messages within a conversation are assigned.
Labeling filters allow you to filter by content that has or has not been labeled by your team or content that has or doesn’t have a specific label. You can also designate your label filtering by if the entire conversation is labeled, or if individual messages within a conversation are labeled.
Spam filters allow you to filter your content by messages that have been marked as spam by your team manually or via automation, or see content that has been hidden on the network.
Other additional filters exist to refine your content or message filtering, such as by date created, with/without keywords, with/without dark posts, by message language, sentiment, with/without media/emojis/text, mentions in internal team notes, marked as priority, or with an open case.
Tip: Visit our best practices guide on Creating and Managing Feeds to learn about feed filters and settings in-depth, ensure that you never miss a message, and learn how to maximize collaboration across your teams.
Tip: The feeds that you create are specifically suited to your own Engage use case and unique to your Social Media Management user account. You can choose to share your feeds with other users or teams. Visit our article on Feed Sharing to learn more.
Detail view
Clicking on any piece of content in your feed will open Detail View. In Detail View, you can take content handling actions on individual messages, such as a comment on a post.
The left side of the screen will display your feed with all the conversations or messages that match your feed filters. The center panel shows your selected conversation with all messages that belong to it. For public conversations you will see all first-level comments beneath the post and you can click to view the replies to each of the comments.
On the right, you can find a sidebar with different tabs. Filtered matches will show you the exact messages in the conversation that match your feed filters. For example, if you are filtering for unread messages for your own post, you will see all the comments that need handling. Or, if you filter for a specific label or sentiment, these messages will show in the sidebar. From the sidebar, you can mark as read or like (where supported) the message or you can click on it to view it in its full context in the center panel. You can also switch tab to view the Audience profile or cases.
There are multiple ways to interact with a message. You can send a reply, assign it to another user, mark it as read, like it, delete it, or create a case. Other options include adding labels, changing sentiment, hiding comments, and marking it as spam. These, and more options, appear under the message on the right side when hovering your mouse over it.
Bulk actions allow you to apply one action, such as marking a message as spam, for multiple pieces of content at once. You can perform bulk actions either on the center panel, the left side of your feed, or in the sidebar where you can perform bulk actions on the messages that match your filters.
Message templates let you send scripted replies in situations where the same response is appropriate for different inquiries.
Finally, from the filtered matches tab in your sidebar, you can change the filtering to find the messages you are looking for. This won’t change the settings of your feed.
Sorting allows you to sort the messages according to newest or oldest either from the center panel or in the sidebar for your filtered matches.
Tip: If one of your teammates is currently viewing a message, you’ll see an eye icon on the message. Hovering over the icon will display which user is viewing the message. If you click into the message, you’ll also see a banner at the top of it displaying who is viewing the message.
Tip: Afraid of accidentally responding to the same message as your colleague? Social Media Management automatically makes sure that your colleagues cannot reply to a message you are already typing a response to.
Note: There’s a different layout for direct messages compared to comment sections. The available handling actions may differ per type of message and per network.
Engage mobile app
The Engage mobile app enables you and your team to moderate your Engage feeds on the go. Visit our help center article to learn more about the app and its features.