Engage gives you the possibility to find and display the messages, comments, users, and important keywords that are most relevant to your workflow.
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.
Select basic filtering options like Networks, Channels, Message type, Marked as read by or Assigned to (see Feed Options below).
Expand the Spam Filter or Advanced Filter options to further customize your feed by Spam, Message Language, Labels, Keywords, Dark Posts, Priority, and Sentiment (see Feed Options below).
Save your feed for quick and easy access by giving it a relevant title.
Feed options
Creating a feed from search
When you run a search query in Engage, the results will be displayed on the page. The resulting number displays the number of conversations where your keyword(s) appears.
You will be prompted with a question underneath the first column to save your 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).
Feed best practices
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 message type for example. Set the Filter options for the feeds to only show content that is Marked as read by: Nobody. These are your unread feeds.
Create another feed which has the setting Marked as read by: Nobody and Assigned to: Me. This is your assignments feed.
Create a final feed that is set to include all content, with the filters Marked as read by: Me and Marked as read by: Anybody. This is your handled feed.
This feed setup makes sure that you can efficiently handle content from the Unread feed(s) to the 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 the 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.