Labels in Engage allow your teams to categorize conversations and messages. For example, you may have certain team members responsible for questions, while others may be responsible for collecting feedback about a campaign.
Once you have Engage labels applied, you can then choose to have a new feed showing specifically labeled conversations and messages or report on the labels to spot trending topics in your social communications.
Adding a label
Labels can be applied on the conversation level or on individual messages. When applying a label on the conversation/post, all the messages in the conversation will get an “invisible” label (though these are not present in the label report or Engage export). This is useful when you want to create a feed and be notified of new messages in the conversation. When applying labels on individual messages, only those specific messages are considered labeled.
Within Engage, open the detail view of a conversation by clicking on a post.
Hover over the post, click on the label tag and add an existing label or create a new one.
In order to label a specific comment or comment reply for a post, hover over the comment, click on the label tag and add an existing label or create a new one.
For direct messages, you may add a label to the entire conversation in the top bar above the chat, which will invisibly label all messages in the conversation.
You may also add a label to a specific direct message, by hovering over the message and clicking on the label tag.
Bulk actions
To add labels to multiple comments or messages within the conversation, use the check boxes on the left-hand side of each comment or message to select multiple, or use the checkbox at the top of the thread to select all comments in the thread.
Select Manage labels on the floating toolbar at the bottom of the screen, and you will see a pop up allowing you to manage your labels.
You can also perform bulk labeling from the feed. When you are in a conversation feed, the bulk labeling will apply a conversation label to the selected conversations whereas if you are in a message feed, you will apply labels on the individual, messages that you have selected.
Available actions:
See if a label is applied to all selected items, or only to part of the selected items (ticked checkmark for all selected items, minus for part of the selected items)
Any label can be removed from all selected items.
Any label can be added to all selected items.
Any partially assigned label can be added to all items.
New labels can be created and added to all selected items.
Note: Any new labels created in Social Media Management and can be applied across the Publish, Advertise, and Engage modules. Therefore, any label created and added in Publish or Advertise will be available and applicable for content in Engage, and vice versa. To permanently delete a label from Engage and its use in Social Media Management, visit our Label Management article for more information.