How do I follow a X (Twitter) user in Engage?
When you click on a conversation with a X (Twitter) user in Engage, you will see their profile card in the top left of the conversation. Click on the Follow button on their profile card to follow them with the X (Twitter) channel indicated on the button tooltip.
How do I clear all my unread messages in Engage?
From within your organization’s settings, select channels and click on the relevant channel. From the popup window, choose the date range to mark as read to and select Mark as read. The system will then mark any unread messages as read up until the date you choose.
If you label a comment as spam, does it get marked as spam on the native network as well?
A comment will only be marked as spam within Social Media Management and not on the native network. After marking a comment as spam in Social Media Management, you can choose to delete the comment and still maintain a record of its original content.
Why can comment counts differ between Engage and Measure?
A difference in comment counts between Engage and Measure can be expected and several factors often contribute:
Usage of different APIs: When Engage shows a comment count, it is based on the number of comments we have indexed from the native network based on their data restrictions when sharing to third-party applications like Brandwatch. When Measure shows a comment count, it is usually based on data fetched via the network APIs, such as the Facebook Insights API. Since the source of the data is different, this can result in a difference in comment count between our tools.
Deleted content: If a comment is deleted on the native network, there may be a delay in our platform detecting it, or deletion detection for that particular comment type may not yet be implemented or supported. These instances can contribute to more comments being indexed than currently available on the native network. If Measure shows a lower comment count, keep in mind that Measure fetches a current total from the dedicated network API.
Permission issues: We may not have the permissions to index every existing comment from the native network. Some comments are hidden by their authors, or the token we possess is not permitted to fetch certain comment types. We only receive a very specific view of the natively available content. Engage reflects this view, while Measure usually reports numbers as provided by Facebook or the native network, and those numbers don’t reflect our specific constraints on visibility.
Differences between the native network and SMM: What we consider a single post might be considered several pieces of content by the native network and vice versa. This is typically true for promoted content. On the Insights API, Facebook might consider comments under different versions of the same ad to be additive and then Measure will reflect that, or they might report all comments under all posts. Engage, however, will report the actual number of indexed comments for any post.
Hidden messages/comments: When messages are hidden in Engage (either manually by your team or automatically by platform moderation), they are excluded from the metrics that appear in Measure dashboards. Engage reporting in Measure only counts messages that are visible and not hidden.
As the platform works currently, comment counts between different products are expected and are best viewed as separate metrics. What Measure reports can be described as what a network is telling us, while in Engage comment counts can be seen as how much information Social Media Management can collect from the native data.
Do I get an alert when notes are added to a comment?
There is currently no option to get a notification when notes have been added to a comment. However, the Notes button will be highlighted in blue to make users aware of the fact that there are notes attached to this thread.
How does Engage calculate the number of new messages?
The number of messages in the left-hand menu reflects the number of conversations that contain unread comments or messages. So if one conversation thread has 100 unread comments, Engage will show that you have one new conversation to review.
Why are no LinkedIn customers included in my Engage exports?
To remain compliant with LinkedIn's terms of service, it's not possible to include LinkedIn customers, customer data, or conversations in Audience and Engage exports.
What do the different message colors indicate?
Each message type in Engage has its own color. A message or comment from a user is white, a written reply is blue, an automated reply is green, and an internal note is yellow.
Will replying to content natively be marked as read in Engage?
No, content responded to natively will not be marked as read in Engage. If you reply to a piece of content in your native account, you will need to mark it as read in Engage.
Some DMs in Engage are showing as received older than they actually are, and my 7-day response window is showing as elapsed even though the timeframe is still valid.
If you see some DMs showing as older than they actually are and your 7-day response window has elapsed incorrectly, this may be due to a channel connection issue.
We recommend refreshing your channel connection to see if it resolved the issue.
If the issue persists, please contact our Support team for assistance.
Some of my messages are failing to send from Engage.
If your messages from Engage are failing to send, we first recommend refreshing your channel connection. Channel connections that haven't been refreshed longer than 3-4 months are more likely to experience platform issues.
If your messages continue to fail to send after you have refreshed the channel, we recommend clearing your browser cache and cookies and logging back into the platform.
If the issue still persists, please contact our Support team for assistance.
Why am I seeing a "cannot load messages" error in Engage?
If you are seeing a "cannot load message" error in Engage, this may be due to several reasons.
First, double check that you are in the correct Team view. If you are in a team that does not have access to a given feed's channels, you will not be able to see content in Engage. (If you are an Admin, you can also switch to Admin view to correct this).
If you are still failing to see feed content in Engage after checking your team selection, we first recommend refreshing your channel connection. Channel connections that haven't been refreshed longer than 3-4 months are more likely to experience platform issues.
If your messages continue to fail to send after you have refreshed the channel, we recommend clearing your browser cache and cookies and logging back into the platform.
If the issue still persists, please contact our Support team for assistance.
A post is showing more comments in Engage than it shows on the native network itself. Why is this happening?
If you are seeing more comments for a post in Engage than it shows on the native network, this discrepancy can come from seeing "hidden on network" comments in Engage, which are not accounted for natively.
Note: If you view Engage metrics in Measure, please note that hidden messages in Engage are not included in Measure's reporting figures.
When messages are hidden in Engage (either manually by your team or automatically by platform moderation), they are excluded from the metrics that appear in Measure dashboards. Engage reporting in Measure only counts messages that are visible and not hidden.
Hidden messages are filtered out of Measure reporting to ensure that metrics reflect only the messages that are actively visible and being managed in your social media engagement.
Why do I see a message already hidden by default in Engage when no one on my team marked it as hidden and I don't have any Brandwatch automations to hide content?
If you see a message marked as hidden by default in Engage, the native network may have already marked it as hidden and Engage is mirroring that status.
For example, Facebook can automatically hide comments using its own moderation tools for the following reasons:
Profanity and keyword filters
Spam or safety checks
Rules set up in Facebook’s “Moderation Assist”
Or, one of your Page's Admins may have hidden the comment natively on Facebook.
To double‑check if a message was hidden on Facebook natively:
Open the post natively on Facebook while logged in as the Page.
Review your Page’s Moderation Assist, Page Moderation, and profanity filter settings to see if any rule might apply to this comment.
Confirm with your Page Admins whether or not nyone may have hidden it directly in Facebook.