Conversations is the main source to see engagements with your social media channels. Here, you will find the content streams from each of your connected channels. You can read and review replies and comments, share messages with your team members, and select specific messages and conversations. Conversations stores 15 months of social data.

This article will cover:

To view messages, use the filters at the top of the Conversations pane to select and sort the stream.

The first filter icon allows you to apply your Saved Filter Sets to the results loading on the page.

By default, all your connected social channels will be selected and display posts within the content stream. You can refine the posts displayed by selecting the channel(s) you want by clicking Accounts or selecting the social media icon, then deselect the checkboxes.

See further details below.

This option allows you to refine the messages displayed for each of your social profiles. For example, if you'd like to only review your Private Facebook messages, please follow these steps:

Facebook

Instagram

LinkedIn

TikTok

X (formerly Twitter)

YouTube

Google Business Reviews

Learn more about Best Practices in Conversations.

Note: Facebook "mentions" includes two types of mentions:

Once you've reviewed or taken the needed actions on a message, we recommend marking it as Completed. This then allows you to use the status filter to review your All, New, or Completed messages.

This filter allows you to refine the content stream to only display posts you've assigned to specific tags. After tagging content you will be able to see the tags applied in both the content stream and under the original message in the message details pane. Learn more about Tagging Content in Conversations and Tagging Content in Publish.

This filter allows you to identify what messages have been assigned to anyone (Assigned), assigned to you (Assigned to me), or Unassigned.

The sentiment filter allows you to refine the content stream to display only fan messages that have been assigned one of the four sentiment options. Positive, Neutral, Negative, and Not rated. This process uses natural language processing to identify and assign a sentiment. You can manually override sentiment per message.

Select the date range of messages you would like to see. Use one of the preset date ranges or select Custom for your date and time.

If you also use Explore to monitor social media, you can view your monitoring Author Lists within Engage. Selecting an Author List will limit results to only X content, as Author Lists can only be built for X handles.

There are several intersections of Author Lists and other filters available in Conversations. Author lists work with both owned X handles to return tweets to your brand by individuals in your lists or with MI or Explore Searches to return tweets within the Search. Remember that if you select conflicting filters, such as an Author List but no X handles or Searches, you will see no results.

Select the menu icon for a dropdown list of the following menu options:

The find bar in Conversations allows searching for social profiles, usernames, and handles. The ability to now easily search across social channels and message types for a specific user will save you time and speed up resolution times for your customer service teams.

To use this feature:

The profile feature allows you to leave internal notes in the Conversations tab and access historical interactions from a profile.

The historical data for interactions available depends on when you connected your profile(s). For example, if you connected your profiles 3 months ago, you will see 3 months' worth of data. If you have had Engage for 12 months, you will see 12 months of interaction data.

By surfacing Explore conversations in Engage, you can now add value to conversations that may not necessarily mention you but are relevant to your brand or industry.

Apply the filters, and you will receive your Explore search results. Explore content will be shown alongside the selected owned social channels chronologically.

Currently, only X content will be displayed as X is the only social channel that allows for responses to public content.

Selecting a tweet from an Explore search will load the entire thread, which is different from Explore. Each time you click on a post we make a live call to the X API, meaning even if there are thousands of replies you will be able to view them all.

When beginning a reply you are able to choose the X handle to respond with if multiple handles are authenticated.

If the selection is left unchanged, a warning modal will appear asking the user to confirm the Twitter handle.

Saved template responses in Conversations can be applied as responses to comments, replies, and direct messages. This allows you to standardize your response policies and increases your response efficiency.

To create a new saved response:

To apply a saved response, select the icon and select your response from the list. When hovering over a saved response, you can edit or delete it.

Personalize your social responses with media by accessing the Asset Library in Conversations.

You can now add assets (images, videos, and GIFs) to comments and replies via Conversations in Engage.

Upload directly from your computer, pull from the asset library, or use one of the built-in integrations to add images, videos, or gifs directly to fan comments and replies for Facebook, LinkedIn, and X.

To attach assets for Facebook, X, and LinkedIn:

There is missing fan content in my Conversations tab, why is that?

The first step here would be to ensure your owned social accounts are connected in your Account settings. If your account is connected, there could be several things contributing to missing data:

Why are only some fan assets displayed in Conversations?

This is often a challenge internally with Meltwater. Due to the amount of data being pulled into Engage at once images may not show up all of the time. Additionally, every native tool's API is different from the next in regards to rules in place for pulling asset data into Meltwater's conversations tab.

Why are there sometimes differences between the number of results and the actual results populating in the list?

We remove any duplicates. Therefore the number listed at the top (1) will almost always be larger than the number of results that populate in the list (2).

Why are my replies in Conversations failing at times?

Similar to failed posts in publish, this may be because of an expired token/account in your Account Settings or because of a failure on the native platform's side. Ensure your accounts are connected and we will remain in contact with the native platform should it be something on their end.

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