When you connect your brand profiles to Statusbrew, you get all your social conversations, including your comments, messages, reviews, and more, from across all connected social profiles synced to your unified inbox. These conversations can grow in thousands pretty quickly. Hence, we have designed management actions for your conversations so you can be on top of all the social activity happening on your brand profiles.
Before we begin, make sure you've gone through the following articles:
- Introduction To Engage
- Understanding The Engage Screen
- Working In Engage With Your Team
- Supported Conversation Actions
Internal Conversation Actions
Here are supported internal conversation actions available in Engage inbox.
Update Conversation State:
Close A Conversation
Snooze A Conversation
Re-Open A Conversation
Managing Conversation Actions:
Assign Conversations To Users & User Groups
Bulk Actions
Keep Track By Adding Tags
Additional Actions:
Mark Priority
Sentiment Analysis
Translate
Tag Users/User groups
Additionally:
Views
Custom Inboxes
Keyboard Shortcuts
These actions are only visible internally within the Statusbrew platform and are applicable to all types of conversations from all the supported social networks. Let's take a detailed look at these actions.
Update Conversation State
By default, any incoming conversation in Engage will have its status set to Open; you can change and update the status of the conversation to Close or Snoozed. Also, you can sort the conversations and reopen already closed or snoozed conversations.
Close A Conversation
If a conversation you receive is single-ended or it doesn't warrant a response, you can close the conversation to clear your conversation list.
To close a conversation in Engage
- Go to Engage and open any conversation
- Once the conversation detail view is open, click on the close button in the top bar to close the conversation
- If you don't want to open the detailed view and would like just to close it in the conversation list itself, you can do so by hovering your mouse pointer over the conversation in the conversation list and clicking on the tick mark to close the conversation
Snooze A Conversation
If you are in an open conversation with a customer and want to get back to it at a later time, let your customers know when you’ll get back to them and snooze the conversation. Snoozing a conversation will temporarily remove it from your conversation list for a time period set by you.
To snooze a conversation in Engage,
- While the conversation detail view is open, click on the clock icon to snooze the conversation
- You can snooze it for a time period of your choice, later that day, the next day, Monday, or for a week/month. Also, you can custom the time period to snooze it.
- You can also bulk-select the conversations to Close them
Re-Open A Conversation
Engage allows you to go back to the conversations that you've previously closed and re-open them. If you wish to re-open any conversation that you've closed, set the filter to 'Close' or 'Snoozed'. You can now either click on the open mailbox icon in the top bar of the conversation.
Also, you can hover over the conversation that you want to open and click on Re-open or bulk select the conversations to reopen them.
Managing Conversation Actions
You can perform various actions to manage your engagement better, like assigning conversations to particular team members or user groups, performing bulk actions to save time and improve efficiency and adding tags to categorize and analyze.
Assign Conversations To Users & User Groups
Since Statusbrew is a platform built for teams, you can assign any conversation to a user & user group in Statusbrew.
Refer to this article to know more - Assigning Conversations To Team Members
Bulk Actions
Social can be really busy and your inbox can be flooded with hundreds of messages daily. Engage makes it easy to deal with multiple messages all at once with Bulk Actions. You can easily filter similar types of conversations using inbuilt filters in Engage and bulk assign them to other users/user groups, or simply close them.
For more details, read: Performing Bulk Actions On Conversations
Keep Track By Adding Tags
While managing social, your team has to deal with all kinds of conversations. Content Tagging helps you categorize your most important conversation, topics, and trends in your inbox. Over time, you'll gather valuable information about the types of conversation which you can see via our Tag Reports.
To tag a conversation in Engage,
- Open the conversation you want to add tags for, hover over it and click on the tag icon beside the conversation. You can now choose from your added tags
Additional Actions
Apart from the actions mentioned above, Engage also allows you to mark conversations as a priority, change conversation sentiments, add tags to conversations, translate conversations, and more. Let's see how you can perform each of these actions.
1. Prioritize Important Conversations
Conversations that are important and require the immediate attention of your team can be marked as a priority in Engage. You can easily filter these conversations by setting the filter "Priority" to "True." To mark conversations as a priority, click on the conversation, go to the details section and click on the Star icon beside priority.
2. Analyze & Manage the Sentiment Of Your Conversation
Engage automatically analyses incoming conversations and assigns it a sentiment (Positive, Negative or Neutral). Managing the sentiments of your conversations allow you to analyze your customer's opinion towards your marketing campaigns. You can manually change this sentiment by clicking the Emoji icon in the details section of the conversation.
Also, instead of going to the Details section, you can just hover over the conversation and update the sentiment by clicking on the Emoji Icon.
3. Easily Connect With Foreign Customers
Translate any conversation in a foreign language in Engage and connect with audiences from across the world. Open any conversation you want to translate, hover over it, and click on the Translate icon to view the translated version
4. Make Users & User Groups A Part Of Your Conversation
Often a conversation needs to be seen by another member of your team. They can be better placed to answer it, or you can benefit from their opinion before replying. You can add notes and @mention any user or user group, and they'll be notified by email/slack.
- Click on "Add Note," compose your note and click on Add to save it
Sorting Conversations In Engage
By default, all inboxes in engage sort conversations by Newest First and Open Conversations for the last 30 days. You can change this by sorting conversations according to your needs.
Filtering Conversations In Engage
There are many filters available in Engage that you can use in combination to get to the conversations you want. You can create Views and Team Inboxes to access the filtered conversations with a single click.
Statusbrew Keyboard Shortcuts
Statusbrew’s Engage Inbox also boasts a wide range of shortcuts that you can use to speed up your everyday processes:
-
Cmd + Enter= Send reply -
Cmd + Shift + Enter= Send a reply and Close/Open -
s= Insert saved reply -
a= Assign conversation -
y= Close conversation -
o= Open conversation -
j= Next conversation -
k= Previous conversation -
?= Show shortcuts -
Esc= Close window