The Engage module lets you interact with your customers from one central inbox. It is flexible enough to support any workflow you and your team choose, making moderation and teamwork a smooth experience. In this article, get a first glance at Engage's main features.
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.
In this article:
Feed overview
The first thing you'll see in the Engage module your Feed overview. This is the central hub that will show you all of 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 that are shown according to 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 of 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.
Creating feeds
You can create new feeds and edit existing feeds with a variety of filtering options.
The basic filters include the network, type of post, channel, and the “Marked as Read” or “Assigned To” status. These last two options allow you to filter by messages that have been moderated or by messaged assigned to a specific team member respectively.
More advanced filters include labels and keywords, as well as spam and sentiment detection.
Tip:
Visit our best practices guide on Creating and Managing Feeds to ensure that you never miss a message and learn how to maximize collaboration across your teams.
Tip:
The feeds that you create are unique to your Social Media Management user account. You can decide to create your own feeds that are specifically suited to your own Engage use case.
Detail view
Clicking on any piece of content in your feed will open up a Detail View. This is where 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 overview with the items that need your attention. The center panel shows your selected item with all individual interactions that belong to it. On the right, you can find the Audience profile of the customer whose content you are addressing. The Audience profile contains information about the person's social media presence that you can take into consideration when dealing with their message.
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, or delete it. Other options include adding labels, changing sentiment, 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.
Message templates let you send scripted replies in situations where the same response is appropriate for different inquiries.
Finally, there are filtering options available for quickly making a selection of comments based on your chosen filters. There are also tabs above each comment section. These allow you to choose between viewing all comments, unread comments, or comments that are assigned to you.
When applying filters in the Detail View, the comments that match the filter and its parent comment will show. If the parent comment matches the filter, the nested comments will not show if they don’t match the filter.
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.