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Engage Conversations 2.0

Conversations has been redesigned for enhanced speed and simplicity.

Cheyenne V. avatar
Written by Cheyenne V.
Updated today

In Conversations 2.0, experience a faster, more streamlined interface with time-saving features and user-friendly upgrades to optimize your workflow.

This article will cover:

Prerequisites

Before monitoring and responding to LinkedIn Mentions in the Conversations tab, you must add your LinkedIn as an Owned Connection in Settings. Learn more about Connecting and Reconnecting Your LinkedIn Account.

New Features and Upgrades

New Features

  • Push Notifications for New Content: Stay updated instantly with alerts for new content—no need to refresh manually.

  • Content Stream Exports: Effortlessly export your content stream to create reports or share with your team.

  • Schedule Reposts with Comments for X: Plan reposts with added commentary to drive engagement at the perfect time.

  • Group Accounts: Simplify workflows by organizing accounts into groups for tailored management and efficient queue handling.

Upgrades

  • Faster Loading Times: Reduce wait times and focus more on engaging with your audience.

  • Expanded Response Box: Compose and preview longer replies with ease, ensuring your responses are clear and polished.

  • One-Click Text Copying: Copy mentions from your content stream instantly with a single click.

  • Slide-Out Fan Profiles: View detailed fan profiles, including notes and history, in a convenient slide-out panel.

  • Team Response Tracking: Improve collaboration by easily tracking which team member has responded to brand mentions.

LinkedIn Features

LinkedIn Mentions

Monitor and respond to LinkedIn mentions of your owned LinkedIn pages in posts directly in Conversations.

Note: Mentions in replies and comments are not available.

To view LinkedIn mentions in your inbox, follow these steps:

  1. Click the Engage drop-down in the left-hand navigation bar

  2. Click Conversations

  3. Use the Type filter

  4. Navigate to the LinkedIn section

  5. Select Mentions

  6. Action and send responses to mention the same way you do for other LinkedIn

    content.

Delete LinkedIn Comments & Replies, and Hide TikTok Comments and Replies

Easily hide comments one by one or set up automated rules to hide comments containing specific keywords. Learn more about Rules-Based Automation for Owned Social Accounts.

To hide comments one by one, follow these steps:

  1. Click the Engage drop-down in the left-hand navigation bar

  2. Select Conversations

  3. In the content stream, click the kebab menu on a LinkedIn or TikTok comment or

    reply

  4. Select Delete for LinkedIn or Hide for TikTok. Make sure to complete any other actions before selecting Delete or Hide, as the comment or reply will be removed from the content stream.

  5. To view hidden comments on TikTok, click the eye icon at the top of the content

    stream.

  6. Deleted LinkedIn comments and replies will not be accessible once they’re deleted.

LinkedIn Direct Messages in Conversations

To manage LinkedIn direct messages in Conversations, follow these steps:

Note: If you currently have your LinkedIn Page(s) connected, you will have to reconnect it in the Owned Social Accounts Settings. Learn more about Reconnecting Your LinkedIn Account.

  1. Click the Engage drop-down in the left-hand navigation bar

  2. Select Conversations

  3. Click the Type drop-down

  4. Scroll to LinkedIn

  5. Ensure Direct Messages is selected

  6. When your LinkedIn Page receives a new message, it will appear at the top of your inbox

  7. To take action select the kebab menu to do the following:

    1. Assign the message to a team member

    2. Add tags for better organization

    3. Share the message link

    4. Edit sentiment

    5. Forward it to Salesforce

  8. To Respond Directly, use the response box to reply to a message

  9. Click Check for older messages at the top of the inbox

  10. Or click Profile

  11. Select History to view previous messages

TikTok Direct Messages

Note: Before viewing your TikTok Direct Messages in Conversations, you first need to reconnect your TikTok Account. Learn more about Reconnecting Your TikTok Account.

Once reconnected, follow these steps to view your TikTok Direct Messages in Conversations:

  1. Click the Engage drop-down in the left-hand navigation bar

  2. Select Conversations

  3. Click the Type drop-down on the top toolbar

  4. Navigate to TikTok

  5. Select Direct Messages

    ​

    ​

  6. When your TikTok account receives a new message, it will appear at the top of your inbox

  7. You can take the following actions:

    1. Assign the message to a team member

    2. Add tags for better organization

    3. Share the message link

    4. Edit sentiment

    5. Forward it to Salesforce

  8. To Respond directly, use the response box to reply to the message

  9. Click Check for older messages at the top of the inbox or view past conversations in the author profile slide-out.

Note: Messages will only start collecting from the point of activation and TikTok DMs must be responded to within 48 hours, or you’ll need to reply directly in TikTok.

Using Conversations

Push Notifications for New Content

1. When a new message(s) comes in, a New Message pop-up button will appear. Click on the button, and your content stream will refresh with new content.

Content Stream Exports

2. Click on the Export button to download a CSV file. You will receive an email and an in-app system alert when the file is ready to download.

Note: Include brand responses when exporting mentions from your Conversations inbox to a CSV file by selecting Yes in the pop-up. Only responses that meet your filter bar selections will be included.

Schedule Reposts with Comments for X

3. Click on Repost with comment, and a new tab will open in the Publish calendar with the post in the compose box.

Group Accounts

4. Quickly filter your content stream by the profiles you’ve grouped together.

Faster Loading Times

5. Spend less time waiting and more time engaging.

Expanded Response Box

6. When typing a longer response, the response box expands for better visibility.

One-Click Text Copying

7. Click the copy button next to a mention in the content stream and it will copy to your clipboard.

Slide-Out Fan Profiles

8. Click on a fan profile picture and the fan’s profile will slide out on the right-hand side. View history, leave notes, and access their native profile.

Team Response Tracking

9. The responder’s name is now shown in the response details.

Using the Universal Posts in the Inbox

In the Conversations Inbox, you could already view owned posts linked to a comment or reply in an inbox-style format. Now, with Universal Posts, clicking Post Details opens a pop-up showing how the post appears on social media, along with its history, notes, and tags.

From this pop-up, you can switch to the Measure Analytics subtab to quickly view post performance data—without needing to navigate separately to Measure or Publish.

Note: Post details are only available for comments, replies, and brand posts. They are not available for direct messages, visitor posts, or Google Business reviews, as these types of engagements are not linked to an owned post.

Follow these steps to use the Universal Posts:

  1. Click the Engage drop-down in the left-hand navigation bar

  2. Select Conversations

  3. Click on a comment, reply, or brand post in your inbox

  4. Click View post details

  5. The Universal Post pop-up will appear. Here you can:

    1. Preview how the post looks on social media.

    2. View its internal post history and add notes and tags.

    3. Switch to the Measure Analytics tab to see performance metrics.

    Note: If the owned post was published using the cross-channel post function (scheduled across multiple profiles), the posts will appear in this order in the Universal Post view:

    • Facebook

    • Instagram

    • LinkedIn

    • TikTok

    • X

    • YouTube

💡 Tip

Need more help? Feel free to reach out to us via Live Chat or check out our Customer Community.

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