Prior to embarking on managing numerous social conversations using Statusbrew Engage, let us guide you through the various features and tools that are available on the Engage screen.
We hope you've already read:
Introduction To Engage
Introduction To Listen
The Engage Screen
A - My Inbox Pane
In this section, you can easily access all the general conversations, conversations assigned to you, shared with you, and the ones marked as priority. You can also find the count alongside each option for the number of open conversations.
B - Views
This section allows you to create various Views as per your requirement and easily find the type of conversations you are looking to work with. You can create views based on Social profile tags, sentiments, type of conversation and more.
How Can I Sort & Filter Conversations In Engage?
C - Team Inboxes
Team Inbox enables you to effortlessly move your preferred conversations from various social media platforms to your Team Inbox manually or automatically. A Team Inbox is a specialized inbox designed to handle specific types of conversations. It serves as a dedicated space where users can create and organize conversations according to their preferences, keeping all relevant information and communication in one convenient location.
How to create and manage Team Inboxes?
D - Brand Keywords
Statusbrew's Brand Keywords feature allows you to see how people are reacting to your product, brand, or a popular topic beyond your social feed. Using Brand Keywords, you can effectively search for keywords, hashtags, and brands on Twitter to uncover trends, analyze sentiment, and respond quickly in real time.
E - Add-Ons
This section contains the Contacts and Rules options. You can easily access all your saved contacts from the Contacts option, and the Rules option takes you to the Rule Engine, where you can view the list of all the active rules.
F - Social Engagement
This is the conversation list that contains all your synced conversations from your social media profiles. You can see the user, the network, the type of conversation, time, and a quick preview for each conversation here. Based on the filters applied, the conversations on this list will change. You can scroll and click to view any conversation from this list.
How Can I Reply To Conversations in Engage?
G - Conversation Actions
This panel allows you to take action on the open conversation in Engage. It allows you to snooze or close the conversation. If you click the three-dot menu, you will find the options to view conversation history and copy conversation link.
How Can I Manage Conversations In Engage?
H - View Conversation and Reply Section
This section allows you to view the conversation in a threaded format. Here you can see any action taken on the conversation internally as well as any replies (if sent). Moreover, if the conversation is a comment, you also have the option of hiding or deleting a comment in the three-dot menu right beside the message. It allows actions like adding tags, retweeting, like post and also shows sentiment analysis and translation.
It contains the reply section, which is a fully powered replying box where you can type your reply to the open conversation. It allows you to add emojis, media, & DM links in your reply. Additionally, it has powerful utilities such as saved replies, internal notes, mentions, replying & more.
How Can I Reply To Conversations in Engage?
I - Conversation Detail
This section shows various details around the conversation like conversation state, sentiment, assignee, watchers and the inbox allotted. Here you can manually assign the conversations, change the sentiment, mark as priority, add watchers and add conversations to team inboxes.
J - Contact Sidebar
The contact sidebar provides contextual information about the user, whose conversation is currently open. It fetches the details from the social network and allows you to add contact notes and contact tags for you and your team. This is a high-function CRM feature built right in Engage. You can also manually add or edit the details like Name, Email and Phone number and View the latest conversations with that particular contact.
How Can I Use The Contact Sidebar For CRM?
Further reading:
Using Keyboard Shortcuts In Engage