Engage empowers you to find and display the messages, comments, users, and important keywords that are most relevant to your workflow. In this article, learn how to create Engage feeds, what feed settings and filters are available, feed best practices, and how to manage your feeds for success.
Creating a feed
There are two ways to create a feed: first, by clicking the Create Feed button in the top-right corner of your Feed overview menu, and secondly, by adding a feed from a search query.
Creating a feed from the Create Feed menu
In your Feed overview menu in Engage, click on the Create Feed button in the top right, then select Create Engage Feed.
Tip: If you would like to learn more about creating Listen feeds, please visit our dedicated article on Creating Listen Feeds.
The Feed Settings and Feed Filters menu will give you detailed options to customize your feed.
Feed settings
In the left-hand Feed Settings menu, start by selecting your Feed type as either Conversation or Message.
Conversation: Groups the feed by conversations containing the filtered messages.
Messages: Groups the feed by the filtered messages only.
Enter a name for your feed in the Feed name text box.
Use the Sort by drop-down menu to sort your feed by Newest messages, Oldest messages, Newest conversations, or Oldest conversations.
Enable the Blur media toggle to blur any media content (images and videos) in your feed messages (to prevent inappropriate explicit media from displaying).
Note: Once Blur media is enabled, all media in the feed, including from your brand's own posts, will be blurred. You can view blurred media on an individual basis by clicking into the post/comment in Detail View and clicking Show Media on the blurred image/video.
Enable the Pin to sidebar toggle to keep the feed easily accessible in Engage’s left-hand navigation sidebar.
Enable the Notify me by email toggle to get email notifications when new content is added to the feed.
Feed filters
In the Feed Filters panel, elect your content filtering options like Networks, Channels, Conversation types, Message source, Read status, Assignment Filters, Labeling Filters, Spam Filters, and more.
Filter descriptions
Network(s)
Choose the network(s) for which you want to see content in your feed (Facebook, X (Twitter), Instagram, Threads, TikTok, WhatsApp, LinkedIn, YouTube, and Google).
Channel(s)
Select the channel(s) you have connected to Social Media Management for which you want to see content in the feed.
Note: Engage feeds for LinkedIn personal profiles are currently not supported.
Conversation type(s)
Pick the type(s) of content that you want to see in the feed (Direct Message, Own post, Reel, Mention, Review, Fan post).
Note: For a deeper look at what content types are supported, visit our article What Types of Content Can I See in Engage?
Message source
Choose if you want your feed to return content that has been Received or Sent. By default, you’ll see messages Sent by any team member, but you can use the drop-down menu to select specific team members.
Read status
Choose if you want your feed to return content that has been Unread or Read. When selecting Read, you can use the dropdown so see messages you have marked as read yourself (select Me), marked as read by automation (select Automation), or any other team member(s).
Assignment filters
Choose to see content assigned to or not assigned to anyone on your team. For each option, you can select Any, or use the dropdown to select yourself (Me) or any other team member(s).
Note: Use the Message assigned toggle to designate how feed messages are considered assigned for your assignment filters. Select Conversation assigned if you want to return all the messages under an assigned conversation, or select Message assigned if you want to return assigned messages within a conversation. You can leave both Message assigned and Conversation assigned untoggled by default if you would like your feed to return both assignment types.
Labeling filters
Choose to see content that your team has or hasn’t applied labels to. You can search for specific labels your team has created.
Note: Use the Message labeled toggle to designate how feed messages are considered labeled for your label filters. Select Conversation labeled if you want to return all the messages under a labeled conversation, or select Message labeled if you want to return labeled messages within a conversation. You can leave both Message labeled and Conversation labeled untoggled by default if you would like your feed to return both label types.
Spam filters
Filter for messages that your team has marked as spam manually, by automation, or find messages that are not spam. You can also filter for messages with a Hidden status (hidden, not hidden, or hidden by automation)
Other filters:
Date created
Select a date range to return content or messages.
With/without keywords
Include or filter out content with specific keywords.
Network visibility
Include or exclude dark posts.
Message language
Includes messages only in the detected languages selected. Allows you to select one or multiple supported languages. For more information and a full list of languages supported, please visit our Language Support article.
Sentiment
Include content that contains messages analyzed with your chosen combination of Positive, Neutral, or Negative sentiment.
Include/exclude content with media, emojis, or text
Choose to include or exclude content from your feed that contains either media, emojis, text, or any combination of the three.
Mentions me in notes
Select to filter content or messages with you mentioned in internal team notes.
Priority
Include content that contains messages your team has marked as Priority.
With open case
Filters for content or messages that include one of the following case statuses: Open, in progress, On hold, or Pending customer.
Creating a feed from search
When you run a search query in Engage, the conversation results that contain your search term(s) will be returned.
Tip: Engage search supports keyword search operations including:
Mention search using ‘@‘ (e.g. @mentionName)
Hashtag search using ‘#’ (e.g. #hashTagWord)
Exact text search match via quotations (e.g. “Find me text matching this exact text”)
Works for the first 256 characters entered
Ability to search for sentences that are questions (e.g. standalone ‘?’ will return all items containing text with ‘?’, or type in the actual question, e.g. Is this product still available? or Could someone respond to me please?)
Single character search inclusive of emojis, e.g. !, €, 🙂, etc.
After you search, Engage will prompt you asking if you would like to save your search as a feed. Simply, click on the Save Feed button, give a relevant title to your feed and save.
If you want to further filter your search query, click on the Edit button on the feed to adjust your search.
Tip: Running a search query will pull information from all Engage content: posts, post comments, comment replies, direct messages, as well as user and channel names. Labels are not included in the search query.
If you type more than two keywords in one search, your results will pull that exact phrase. If you separate your keywords using the Enter key on your keyboard, your results will be pulled using OR boolean operator logic (i.e. meaning it will search for content including either the first keyword, second keyword, or both keywords).
Best practices for creating feeds
When handling content in Engage, we recommend the following workflow:
Create a feed for all incoming content or a few feeds in which you divide content depending on your use case; either by network, brand, or type for example. Set the Filter options for the feeds to only show content that is Unread. These are your unread feeds.
Create another feed which has the setting Unread and Assigned to: Me. This is your assignments feed.
Create a final feed that is set to include all content, with the filter Read status as Read > Read by any team member. This is your handled feed.
This feed setup makes sure that you can efficiently handle content from your Unread feed(s) to your handled feed. Any time you send a reply, or handle a message in another way, you can mark it as read, which will move it to your handled feed. This gives you a clear overview of what needs your attention and what you have already addressed.
When working in bigger teams, other users can decide to assign you specific content that requires your judgment and expertise. That content will appear in your Assignments feed until you mark it as read. An Admin or Team Leader can also assign incoming content to the rest of a team this way.
Managing feeds
You can quickly find your Feed overview and sort through your saved feeds using the options in the left-hand navigation sidebar bar in Engage:
Tip: You can use the arrow button in the top-right corner of the navigation sidebar to hide the sidebar while you are using Engage.
Your Feed overview menu will display all the feeds you have created by title. By default, they are organized from the oldest to the top and the newest to the bottom. If you would like to adjust the order of your feeds, drag a feed left or right by grabbing the top of the feed column. The new order will be automatically saved and displayed in your Feeds overview menu.
If you would like to delete a feed, click the ellipsis (three dots) icon in the top-right corner of the feed, followed by Delete Feed.
You can pin a feed from the navigation sidebar or directly on the feed by clicking on its Feed options (three dots icon) > Pin to sidebar.
Once you have pinned a feed, a new Pinned feeds section will appear in the navigation sidebar. This area allows you to pin your most-used feeds for easy access so you collapse the All Feeds section. You can unpin a feed at any time.
