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:
Filtering Messages
To view messages, use the filters at the top of the Conversations pane to select and sort the stream.
Saved Filter Sets
The first filter icon allows you to apply your Saved Filter Sets to the results loading on the page.
Accounts
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.
Explore
See further details below.
Message Types
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:
Click on the Message Type filter
Clear all message types and select Facebook Private Messages
Click Apply Filters
Ad Comments
Ad Replies
Comments
Mentions*
Private Messages
Replies
Visitor Posts
Recommendations for
Recommendations against
Brand Posts
Ad Comments
Ad Replies
Comments
Direct Messages
Mentions
Replies
Brand Posts
Comments
Direct Messages
Mentions
Replies
Brand Posts
TikTok
Comments
Replies
Direct Messages
Brand Posts
X (formerly Twitter)
Direct Messages
Mentions
Replies
Brand Tweets
YouTube
Comments
Replies
Brand Posts
Google Business Reviews
1 Star Review
2 Star Review
3 Star Review
4 Star Review
5 Star Review
Learn more about Best Practices in Conversations.
Note: Facebook "mentions" includes two types of mentions:
Company Facebook Mentions - Your page is mentioned by another Facebook page. The name of the page will be included.
Personal Facebook Mentions - Your page is mentioned by a Facebook fan or user. The user's name will not be included.
Status
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.
Tags
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.
Content
This filter allows you to identify what messages have been assigned to anyone (Assigned), assigned to you (Assigned to me), or Unassigned.
Sentiment
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.
To manually override sentiment, follow these steps:
Navigate to the post you want to change the sentiment of
Click the kebab menu
Select Edit Sentiment
Select the new sentiment
Click Apply
Your sentiment will automatically change to the sentiment you selected
Date Range
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.
Author Lists
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.
Menu Options
Select the menu icon for a dropdown list of the following menu options:
Refresh: Use to update the content stream and obtain the latest messages.
Search: Use to find a specific message, social profiles, usernames, or handles.
Sort: Sort by Date, newest to oldest
Show Hidden Post: Use to show any messages that have been hidden
Select Profile: Select which social media accounts to display messages. The available profiles may vary depending on the Channel you have selected.
Searching for Social Profiles and Handles by Name
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:
Select the Engage drop-down
Click Conversations
In the content stream, click the magnifying glass at the top.
This will open the search box, which allows you to search for keywords, hashtags, mentions, usernames, and handles.
Type in your search term, which can include a full or partial profile name or handle name. Hit enter on your keyboard to run your search.
Results matching your search term will return in the content stream. Your results will be searched amongst the following areas:
Message copy
Mentions
Social handles/user names displayed in Meltwater, specifically:
Facebook profile name
Google profile name
Instagram handle
TikTok handle
Twitter profile name or handle
YouTube profile name
Per API limitations, we cannot search LinkedIn content by username
Terms in the search bar are not case-sensitive.
The search bar operates on OR logic, meaning if you type two terms, results will appear with mentions of term 1 OR term 2.
Click the X beside your search term to remove it, or the X to the right of the search bar to clear and remove all search terms.
Profile 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.
Click on a profile avatar
Once the profile pop-up appears, click on the History tab
Number of interactions with that specific social profile (since the time of connection) appears; scroll to view
Explore in Engage
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.
Select the Explore icon
Select one of your saved Explore searches
Select Apply
Select Apply at the end of the filter bar
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.
Templates and Saved Responses
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:
Select a post from the content stream on the left, on the bottom right-hand side navigate down to Add a Comment ... on the post view
Select the message bubble with a + icon
Select Create New Response
You can name your response and enter the standardized text
Select Save
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.
Replying with Assets for Facebook, X, and LinkedIn
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:
Click the Engage drop-down
Click Conversations
When commenting and replying to fans on Facebook, X, or LinkedIn, the comment box includes a + (add) icon.
Within this icon will be two options:
Add asset
Saved responses
Select Add asset
This will open the same filestack uploader present in Publish, giving you the option to upload files directly from your computer, Meltwater asset library, or one of 7 integrations.
Once the asset is selected (limit one per response), click upload.
The asset will appear in the comment box at the top, and you can continue writing their responses.
Post then appears in the preview and native with text on top and image below.
FAQs
There is missing fan content in my Conversations tab, why is that?
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:
Native Channel Issues: In the instance the native platform is down, our team notifies them and they work to get things up and running again. This could cause lost data.
A bug on Meltwater's end: In this case, our team will work to fix the bug as quickly as possible and retrieve any data we can, if any.
Why are only some fan assets displayed in Conversations?
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?
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.
💡 Tip
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