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.
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 displaying 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.
This option allows you to refine the types of messages being 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”
Full list of Message Types
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 in Engage via our dedicated article here.
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 only display 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 to select your date and time.
If you also use Explore to monitor social media, you can also view your monitoring Author Lists within Engage. When selecting an Author List, this will limit results to only Twitter content, as Author Lists can only be built for Twitter handles.
There are several intersections of Author Lists and other filters available in Conversations. Author Lists work with both owned Twitter handles, to return tweets to your brand by individuals in your lists, or with MI or Explore Searches, to return tweets within the Search. Keep in mind, if you select conflicting filters, such as an Author List but no Twitter handles or Searches, you will see no results.
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.
Select Profile: Select which social media accounts for which to display messages. The available profiles may vary, depending on the Channel you have selected.
The profile feature allows you to leave internal notes in the Conversations tab, and you are able to access historical interactions from a profile.
The historical data for interactions available is dependent 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 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 and select Apply
Select Apply at the end of the filter bar
Apply the filters and you will be presented with your Explore search results. Explore content will be shown alongside the selected owned social channels in chronological order.
At this time only Twitter content will be displayed as Twitter 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 Twitter 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 Twitter 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 efficiency in responding.
To create a new saved response:
Select a post from the content stream on the left, on the bottom righthand 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
To apply a saved response, select the icon and choose your response from the list. When hovering over a saved response, you can choose to edit or delete your saved response.
Thank you for reading. If you have any further questions, feel free to reach out to us via Live Chat!