We have been rapidly developing our social media engagement tool. Bookmark this article to stay up-to-date on all of Engage's recent releases.
Send Twitter Direct Message to Public Reply
Users can now send a direct message to a public Twitter reply in Conversations! This can be used for customer service to take a public conversation, private.
Replies now have an option to Send direct message, via the ellipses menu.
Selecting Send direct message launches a popup that includes the Direct Message chat history with that handle:
Once a DM has been sent, an indicator will display below the reply. Clicking on the Direct Message text will open the pop-up thread so all Meltwater users can see the context of the private conversation.
If the Twitter handle you are attempting to DM is not following your Twitter handle on native, or the handle has PMs turned off for their account on native, you will not be able to send them a Direct Message. If this happens, an Unable to send message error will appear when you click Send direct message.
IGTV Insights In Analytics
IGTV Insights are now included in the Instagram Overview report template in Social Analytics. They will be included in all post-level data (ex. Total Posts, Total Impressions, etc.) as well as the Top Performing Posts.
In the top performing List view, they are distinguished by a TV icon.
IGTV is also now a separate post type in the Post Type graph.
Overview Report Thumbnail Improvements
Thumbnails for posts in the Facebook and Instagram overview templates in Social Analytics will now be available indefinitely! This includes images, videos, and Instagram stories!
Facebook and Instagram Ad comments in Conversations
Review and respond to Ad comments / replies. Two new message types have been added under the Types filter in conversations. Ad comments and Ad replies are new options for both Facebook and Instagram.
The messages will be labeled as either an Ad comment or an Ad reply, along with a '$' icon indicator.
‘Select All’ options in the Message Type Filter
As we expand available message types, we’ve added a new way to easily select them. The top option allows for bulk selection for all channels. Each channel also has a ‘Select All’ at the top of their section, for intra-channel bulk selections.
Facebook - Edit video thumbnails and titles
You can now customize your Facebook video thumbnails prior to posting! Select from one of the five pre-populated images automatically selected from the first few frames of your video, or upload a custom thumbnail.
Cross Channel Overview Audience Growth Graph Update
The Audience Growth graph on the Cross Channel Overview report in Analyze, has been updated to now depict fan changes. The graph (Titled "Is your fan count increasing?") now shows the positive and negative changes to your fan count, rather than the total fan count number previously.
Assignment popup during account connections
Assigning users to newly connected accounts is now even easier! After connecting a new social to account Engage via the Owned Connections tab, the user assignment window will automatically open, allowing you to easily assign account access to all necessary users.
Instagram Direct Messages in Conversations - Learn More
Instagram Direct Messages includes the ability to respond to Direct messages, Story replies, and Story mentions within Conversations.
A new message type filter under Instagram, called Direct Messages, has been included under Type, and will include all Instagram Direct messages, Story replies, and Story mentions.
Total Engagements Widget available in Social Analytics - Learn More
Total Engagements = The total number of times users liked, commented, and saved your posts. This includes organic activity only. Values are attributed to the post date.
Post Link Clicks Widget Available in Social Analytics - Learn more
Post Link Clicks Widget now available for the LinkedIn, Twitter
and Facebook Overview Reports
Facebook post clicks = The number of times that users clicked on the links within your posts during the reporting period. This includes both organic and paid activity.
LinkedIn post clicks = The number of times during the reporting period users clicked on the link, media, more icon in the top right corner, or organization page from your posts. This includes organic activity only.
Twitter post clicks = The number of times users clicked on the links within your posts during the reporting period. This includes both organic and paid activity.
24 Hour Response Restriction to Facebook Private Messages Increased to 7 days -Learn more
Users now have up to 7 days to respond to Facebook Private Messages across both the Web & Mobile App.
Social Connections Page (Name Changes)
After research around the use of the Social Connections to feed Explore, PSP and Engage we’re releasing new titles, descriptions and workflows to manage these connections.
Public Social Channels is now Monitored Connections
The Monitored Connections page allows you to connect Facebook and Instagram to enable public data for social listening. When you authenticate your social profiles you have to define the Facebook pages, Instagram Verified Business Accounts and Hashtags to start collecting data.
Private Social Channels is now Owned Connections
The Owned Connections page allows you to connect business accounts they administer. This includes connections to Facebook Pages, Instagram Verified Accounts, Twitter and LinkedIn Company Pages. These channels are used in Engage to allow you to analyze private data, schedule and publish posts, and respond directly to social media comments, posts, and direct messages.
Bulk Add Facebook pages or Bulk Delete pages
Within Engage, you now have the ability to Bulk Add Facebook pages or Bulk Delete pages when customizing your Monitored Connections.
Facebook & Instagram Paid Performance Reporting -Learn More
Introducing a new template to your owned social analytics- FB & IG Paid! This report allows you to analyze your paid performance across Instagram, Facebook and Messenger.
Approvals in the Mobile App - Learn more
With the Engage Mobile App you can approve posts assigned to you while on the go. Under the My Tasks tab you can quickly see the posts awaiting your approval in one stream.
Facebook Audience Restrictions - Learn more
You can now add Audience Restrictions to Facebook posts, allowing you to target your posts by age, country, region, or city.
Banning a Facebook User - Learn More
From Engage you can now ban a user from your Facebook Page. This is useful if a user is spamming your page or posting hurtful content. When you ban someone, they will no longer be able to post, comment, or like anything on your page.
Bit.ly Integration for Publishing - Learn More
Introducing our Bit.ly connection for a more elegant publishing experience in Meltwater Engage. Shortening links provides more manageable messaging and can help track and compile key insights around your audience and customers!
Assign Users to Specific Social Channels- Learn More
Select which of your Engage users are permitted to publish and view content to each of your connected social profiles. The ability to assign users to specific social profiles will help segment your profiles based on the roles and responsibilities of your team members.
Introducing ‘Social Analytics’ (FKA ‘Measure’ in Meltwater Engage) - Learn More
‘Social Analytics’ allows you to measure your social channel performance individually or aggregate data from multiple profiles so you can report back on the success of your social media channels. All Meltwater Engage customers will find their saved reports and templates (formerly in Measure) now in Social Analytics under Analyze.
Manage Filter Sets
From the three-dot menu in the Filter Bar in Conversations, you can now better manage your saved filter sets.
Under 'Manage filter sets' you can edit the name of a filter set or delete a filter set. At this time you cannot make changes to the applied filters in a filter set. From the three-dot menu you can also set a filter set as your default, meaning that filter set is what will automatically be applied when returning to Conversations. This is a user level default, meaning other users can set different filter sets as their default.
Instagram Competitive Benchmarking
You can compare your owned handles against your competitors and industry peers with our new Competitive Benchmarking templates. The second template to be released is for Instagram Competitive Benchmarking, with the Twitter Benchmarking reports coming soon.
You will first need to define the competitors you want to compare against from the Monitored Connections page. If you do not have competitors defined, then you will not be able to generate the full report in Measure.
Navigate to the Monitored Connections page.
Under Instagram select “Add Account” to authenticate an Instagram Business account if one has not been authenticated already.
Next to an authenticated account click the three-dot menu and select “Manage Competitors”.
Type in the handle of the Instagram Business page you would like to monitor.
Move the competitor toggle to teal to indicate that you would like the monitored page as a competitor handle.
We only begin collecting data on a competitor from the point of connection forward. At this time there is no historical data, so you should connect your competitors ASAP.
The report is available as a new template type in Measure and can be accessed from the template drop down. Select up to 10 of your owned accounts and competitors by selecting “Add Accounts”. As you select handles the analytics will begin to populate. From the Actions menu you can export the raw data or download a PDF report. Shareable dashboards are not currently available, but will be coming soon!
Keep in mind that some of the owned analytics seen in the Instagram Overview report may not be able to be included in the Competitive Benchmarking report. We are not able to get certain metrics on non-owned handles, such as impressions and demographic data.
You can now save template responses in Conversations to 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 the message bubble with a + icon and choose "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.
You can save an unlimited number of saved responses. There is a 25 character count for the title, but no character count for the body of the saved response. Keep in mind that each social channel has their own limitations to responses, which can be found here.
Facebook Competitive Benchmarking Audience Widget Updates
To better display the change in Audience growth over time, we have updated the Audience Growth widget in the Facebook Competitive Benchmarking Report. Rather than showing the total number of followers, which in most cases ended up appearing as a more or less straight line, we now display the change in followers as a positive (gained) or negative (lost) number.
EU Privacy Notification for Facebook Private Messages
At the end of 2020 Facebook made changes to their Messenger platform and API in order to comply with privacy legislation in Europe. Several features will no longer be available via any third-party app like Meltwater Engage.
This has an impact on Business pages with their location or admins location in European Economic Area countries and users located in EEA countries who message any page. In Private Messages for these pages and users, multimedia attachments such as photos or videos will no longer be accessible but can be viewed in native Facebook Messenger. Facebook is working to restore these features as soon as possible.
Twitter Attached Links
When publishing a Twitter post, you can now attach links with Twitter Cards enabled to see an image and link preview. This preview is what will appear in the 'card' below the tweet. Whenever a link is added, whether it is attached or embedded, the link counts for 24 characters, no matter its length. The edit icon on the link preview allows you to edit or replace the link, it does not allow for editing the image or text in the 'card'.
A preview is only available if Twitter Cards are enabled for the site, and if Twitter Cards have not been set up then the user will get an error message. In these cases the link will need to be embedded into the text of the post, rather than attached.
The link text in the text box is not technically tied to the link preview. This means that if the link text is deleted, the link preview or 'card' will still appear in Engage, even though no link or 'card' will post. On the other hand, if you delete the link preview in Engage but do not delete the link text, the post will publish with the link and 'card'.
When embedding a link in a Twitter post, if Twitter Cards are enabled, the post will show the image and text in a 'card' below the tweet. If Twitter Cards have not been enabled, the link will still appear in a 'card' below the tweet, but without an image or description.
Facebook & LinkedIn Link Preview Improvements
When publishing links to Facebook and LinkedIn, we have switched to using "Open Graph" protocol. This is the format that both Facebook and LinkedIn use to determine how a link will look, meaning what you see in the Engage post preview is the same as what will be shown on the native channels. Previously, things like bit.ly links, PDFs and other types of links that didn't display properly should be improved and link previews will be more accurate.
A new filter for Author Lists has been introduced in Conversations. Author Lists are only available if you have also purchased Explore. 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.
Dynamic Filter Bar
As we introduce additional filters in Conversations, we found that the filter bar was filling up quickly. To allow for a more seamless user interface, we have made the filter bar dynamic. This means that as you make your window smaller, the filter bar will shrink and move items into a More overflow menu.
Sentiment in Conversations
We now display the sentiment on Conversations, helping you to quickly prioritize engagements that may need a response. For example, in a crisis a you may choose to focus on responding to only negative engagements and may bulk mark as complete all positive engagements. Sentiment can be seen in both the content stream and viewing pane of the Conversations tab below the comment or reply. Use the Filter Bar at the top to see only positive, neutral, negative, or not rated. To change the sentiment, select the three-dot menu next to the engagement and choose "edit sentiment".
CSV Exports in Publish V1
CSV exports are now enabled from both the Calendar or Feed View in Publish. On either view, from the top Filter Bar select the three-dot menu on the right hand side and choose Download CSV.
Exports contain the following columns:
ID: internal ID used for troubleshooting post fails or other issues
Channel: Social channel of the post
Profile: Specific handle the post was posted to
messageDisplayText: text of post
postStatus: tells you the status of the post
createdBy: internal ID of the user who posted the post
createDate: date post was originally created
updatedDate: date if post was edited after original creation
nativeID: ID to find the post on native
From the Calendar View the CSV will contain the details in the current view; either a day, week, or month worths of data. From the Feed View the CSV will contain the details from the tab selected (Scheduled, Drafted, Sent) within the date range selected.
Instagram First Comment
You can now leave a comment on your Instagram post while publishing the parent post. By scheduling this first comment with the parent post, you can get the benefit of hashtags on their post from the beginning while removing the extra step of going into Instagram native to add a comment. From the publisher, while composing an Instagram post there is a new field for the first comment. Comments are limited to 300 characters.
Copy link to conversations
You can now copy a link to a specific Conversation that can be shared with other Meltwater users. This can be actioned from:
1. From the Conversations stream on the left hand side, select the three-dot menu and choose "share content" to copy a link.
2. From the Conversation Details pane on the right hand side, select the three-dot menu next to the parent post and choose "share content" to copy a link.
Explore and Classic Search in Engage Mobile
By surfacing Explore or Classic Search conversations in the Engage mobile app, you can now add value to conversations that may not necessarily mention you but are relevant to your brand or industry.
After clicking this filter you will be presented with a list of all your Explore and Classic searches, where you can select the appropriate one. Apply the filters and you will be presented with your search results. Explore or MI 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.
Facebook Competitive Benchmarking
You can compare your owned handles against your competitors and industry peers with our new Competitive Benchmarking templates. The first template to be released is for Facebook Competitive Benchmarking, but keep your eyes peeled for Instagram and Twitter Benchmarking reports coming soon.
You will first need to define the competitors you want to compare against from the Monitored Connections page. If you do not have competitors defined, then you will not be able to generate the full report in Measure.
Navigate to the Monitored Connections page.
Under Facebook select “Add Account” to authenticate a Facebook account if one has not been authenticated already.
Next to an authenticated account click the three-dot menu and select “Manage Facebook Pages to Monitor”.
Paste in the URL of the Facebook page you would like to monitor.
Move the competitor toggle to teal to indicate that you would like the monitored page as a competitor handle.
We only begin collecting data on a competitor from the point of connection forward.
The report is available as a new template type in Measure and can be accessed from the template drop down. Select up to 10 of your owned accounts and competitors by selecting “Add Accounts”. As you select handles the analytics will begin to populate. From the Actions menu you can export the raw data or download a PDF report.
Keep in mind that some of the owned analytics seen in the Facebook Overview report may not be able to be included in the Competitive Benchmarking report. We are not able to get certain metrics on non-owned handles, such as impressions and demographic data.
Scheduled Measure Reports
You can now schedule Measure reports to be delivered on a weekly or monthly basis. These reports can be scheduled for up to 25 recipients and are delivered via a PDF report attached to an email. The recipients do not need to be Meltwater users.
To schedule a report navigate to the template type and select only the accounts you want to receive a report for. From the Actions menu select the new "Schedule Report" option. Name your report, enter your recipients, choose your report cadence, and click OK. To view or delete your scheduled reports, select "Manage Subscriptions" from the Actions menu. At this time you cannot edit a report, you would have to delete it and create a new one.
Weekly reports are delivered every Tuesday at 11 pm UTC and show data for the prior week, Monday to Sunday UTC time. We deliver the report on Tuesday to account for the ~24 hour delay in data from social channels. Monthly reports are delivered on the second day of the month and show data for the prior month in UTC time. We deliver the report on the second day of the month to account for the ~24 hour delay in data from social channels.
Classic Searches in Engage
Classic Searches can now be pulled into Engage the same way Explore searches can be pulled into Engage. By surfacing Classic Search conversations in Engage, you can now add value to conversations that may not necessarily mention you but are relevant to your brand or industry.
After clicking the Explore icon in the filter bar you will be presented with a list of all your Classic Social Searches & Explore searches, where you can select the appropriate one(s). Apply the filters and you will be presented with your search results. Content will be shown alongside the selected owned social channels in chronological order. 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 you to confirm the Twitter handle.
Alt Text can now be added to images being posted to Facebook, Twitter, and LinkedIn. Alt Text is not currently supported in the Instagram API.
Alt Text allows you to add a description of an image for accessibility for those who may be visually impaired and using some kind of screen reader tool. Alt text will also appear in place of an image if it fails to load.
From the individual channel editor a new "edit alt text" button appears below the images. Selecting it will launch a modal with all of the images and box for alt text. Note: Alt text can only be done from the individual channel editors, it cannot be done from the cross-channel editor.
Each channel has it's own character count limitations (FB = 500, Twitter=420, LinkedIn = 120).
You can now tag LinkedIn Company and Showcase/Affiliate Pages in your Engage posts. To start, type the @ symbol followed by at least 2 characters. The results will show the page names in a list after a second or two and we display up to 20 results per search. The length of the page name is included in the character count for the post.
Note: This functionality does not work from the cross-channel editor, only the LinkedIn editor.
After selecting the appropriate handle the tag is added as an asset within the text, meaning backspacing will remove the entire mention. Multiple handles can be tagged in a post, and when the message is posted the handles will be notified that they have been tagged.
Sentiment on Explore results
On Explore results in Engage you can now view and change the sentiment of a post. Sentiment changes can only be done on the parent tweet from the thread view or on the selected tweet from the message details pane.
Approvals in Publish
With Assignments for Approval in Publish you can now be sure your tone of voice and branding is consistent across all social channels. You no longer have to worry about an Intern posting rogue content.
Posts can be assigned for approval on the final page of the Publish workflow. A new box will allow you to choose who to assign the post approval to and provide optional notes. Posts that are scheduled to "Post now" cannot be assigned for approval, only posts scheduled for a future date or drafts. The option to assign a reviewer will be greyed out if "post now" is selected. After a post has been assigned for approval, the approver will receive an email notifying them.
Clicking the "View assignment" link in the email will bring the approver into the platform where they can Approve or Reject the post. If the post is approved, it will be posted at the scheduled date and time. If the post is rejected, the approver can leave an optional note where they can explain why the post is being rejected. When rejecting a post, it will change to Draft status. The approver can also assign the post to someone else if necessary or edit the approval status. Simply select the three-dot menu to do either action. If changing the Assignee, the new Approver will receive an email notifying them. Upon approval or rejection, the person who assigned the post for approval will receive an email notifying them of the post's new status.
Posts can also be approved/rejected from the Feed view and follows the same rules as approving/rejecting from the Publish modal. Select the "Assigned to" link and a tray will slide out with the Approval Status and Notes. From the three-dot menu the approver can also assign the post to someone else if necessary. From the Draft tab of the Feed view you can see rejected posts along with any notes that have been left. Posts can also be approved or rejected from the Message Details modal of the Calendar view. Again, from the three-dot menu the approver can also assign the post to someone else if necessary.
You can filter to see what posts have been assigned to yourself, assigned to someone else, or unassigned for approval. You can also filter to see approved or rejected posts.
If any scheduled post that has been sent for approval goes past the scheduled date/time without being approved, it will be converted into a rejected Draft.
Saved Filter Sets
You can now save custom filter sets in Conversations to easily access the engagements that matter most to you. For example, if you manage just one set of brand handles under a corporate account, you can save a filter set of just the handles that you manage. Select the filters you want to apply, and from the three-dot menu in the upper right hand corner select "save filter set". Name the filter set with an identifying name and select ok. When first navigating to Engage, you can now select your saved filter set from the funnel icon in the upper left hand corner and select "apply".
With this latest release we have launched a new Landing Page for Engage and the accordion behavior in the left hand navigation. The Landing Page now provides context for the three sections of Engage. From here you can easily jump to the section you need, without having to navigate through other Engage pages. From the left-hand nav, Conversations, Publish, and Measure are now accessible from the accordion drop down. This allows you to quickly navigate to page you need.
You can now respond to your mentions on Instagram, even when it occurs on a post you did not publish yourself.
From the content stream, select an Instagram mention to load it in the message details pane. As these are posts that are not owned, we cannot display the original Instagram post or thread of conversations happening. We do provide a link to view the original post on Instagram. This is an API limitation that affects all third-party social media management apps, which is indicated in the top banner. From the Type drop down you can filter to see only your Instagram mentions with the new Mentions message type.
Hide Facebook Comments - Mobile App
You can now hide Facebook fan content from the Engage mobile app. When hiding content, it will only be visible to the user who posted it and their friends. The user is not notified that their content has been hidden. By hiding negative or sensitive conversations without deleting the comments, you can avoid potentially instigating even more negative content. When viewing a message, select the three-dot menu to hide the content. Hidden comments and replies will be greyed out. After hiding content, from the same three-dot menu you can unhide the content if necessary. The content stream has a new option to view all hidden content, simply select the hidden filter button.
Note: This does not apply to Visitor Posts or Private Messages.
Hide Instagram Comments - Mobile App
You can now hide Instagram fan content from the Engage mobile app. When hiding content, it will only be visible to the user who posted it. The user is not notified that their content has been hidden. By hiding negative or sensitive conversations without deleting the comments, you can avoid potentially instigating even more negative content. When viewing a message, select the three-dot menu to hide the content. Hidden comments and replies will be greyed out. After hiding content, from the same three-dot menu you can unhide the content if necessary.
Clear Filters in Conversations
You can now easily clear all applied filters to return to the default view of the Conversations tab. As part of this change, we have also made some of the filter options into icons, rather than full words that take up a lot of space. The Account Picker now shows the icons for the selected social channels and the Explore filter is just an icon.
Remove Supplemental Twitter Handles
When responding to Twitter messages, you can now choose who exactly you would like to respond to. Clicking on "replying to" will launch a modal where you can deselect the handles in the conversation. You cannot remove the handle you are directly responding to. Once removed, the "replying to" text will be updated.
Promoted posts and Tweets Flagged in Measure
When viewing the Post Details for Facebook or Twitter, you will now be able to see if it has been promoted. For Facebook it will say "Promotion Status: Promoted Post" and for Twitter it will say "Promotion Status: Promoted Tweet".
Assignments in Conversations
With Assignments in Conversations, you can now make sure the right teammate is notified of and responds to incoming Conversations. A digital marketing team probably isn’t best equipped to answer customer service questions, but now they can assign those incoming requests to the appropriate teammate to make sure their audience is getting the support they need.
Conversations can be assigned from either the content stream on the left or the message details on the right. From the content stream, select the three-dot menu then Assign. From the message details, select the three-dot menu then Assign on any incoming comments or replies. A modal will pop-up where you can choose who to assign the content to and add any notes for context.
Once a conversation has been assigned, this will be indicated above the message in the content stream and below the comment or reply in the message details pane.
To re-assign a conversation to a different teammate, select the three-dot menu then Change Assignment to select a new teammate.
When a conversation is assigned to you, you will receive an email to notify you. From the email, you are brought to the Conversations tab where you can respond to the conversation assigned to you via a new modal. Clicking on the three-dot menu or the "assigned to..." line will open the Assignment modal where you can view notes and re-assign if necessary. It is easy to see all content assigned, assigned to you, or unassigned. Select the "content" drop-down from the filter bar and select one of the three options.
While conversations can be assigned, this does not restrict who can respond to the comment or reply. For example, even if a conversation has been assigned to someone else, you could still reply.
Tag Posts from the Feed View
From the Feed view of Publish you can now retroactively apply Tags to Scheduled, Drafts, and Sent posts. Hover over a post and a new Tag icon will appear next to the three-dot menu. Next, select the appropriate tags and click apply. You can now easily go back and tag all of their posts published through Engage.
Permalinks for Twitter and LinkedIn Posts in Measure CSV Exports
When exporting CSV reports in Measure, Twitter and LinkedIn posts will now have permalinks. This allows you to easily view the posts that correspond to their metrics. This brings Twitter and LinkedIn in line with Facebook and Instagram exports.
Collision Detection - Mobile App
Collision detection is now available on the Engage mobile app. If a user is replying to a message, either on their desktop or through the mobile app, you will see a notification that the message is being replied to and who is actioning the reply. The reply option on the selected message will be locked and not appear for other users while the action is taking place to prevent duplicate responses. The reply option unlocks after 20 minutes of inactivity (this includes if a user has clicked on "reply" and has not taken any action, e.g. left the app, etc.).
Collision detection only appears if a user has selected the reply option. It will not occur if a user has simply selected a message in the left-hand Inbox stream.
Quote Tweets - Mobile App
You now have the option to add a comment to a retweet. This is what Twitter calls a “quoted tweet”. To make a quoted tweet, click on Retweet and select “Retweet with comment”. A pop-up box will appear with the tweet you’ve selected and a text box to add your comment. A comment can have a maximum of 224 characters. The terminology “Retweet with comment” as the option when you first select “Retweet” is consistent with Twitter’s UI.
Filter by Tags in Publish
In both the Calendar and Feed view you are now able to filter by applied tags. In the top filter bar, click Tags and select which Tag(s) you would like to see. Only posts with the selected Tag(s) will appear on the Calendar or in the Feed.
With Tag filters, you are now able to narrow your content calendars to view specific campaigns or content types to help you better understand and plan your social media strategies.
New Date Picker in Publisher
While scheduling posts, the new date picker now displays if content has already been scheduled/posted on those days.
Solid green dot - posts have been published on that day
Dashed green dot - posts have been scheduled on that day
Solid grey dot - posts have been both published and scheduled on that day
Hiding Instagram Comments
You can now hide Instagram fan content from the Conversations tab. When hiding content, it will only be visible to the user who posted it. The user is not notified that their content has been hidden. By hiding negative or sensitive conversations without deleting the comments, you can avoid potentially instigating even more negative content.
From the content stream or details view, select the three-dot menu to hide the content. Hidden comments and replies will be greyed out. After hiding content, from the same three-dot menu you can unhide the content if necessary. View all hidden Facebook and Instagram comments or replies by selecting the "hide" icon from the content stream.
Clone and Edit from Calendar View
From the Calendar view of the publishing calendar, you can now clone and edit any posted or scheduled content. Select any post to open the Message Details modal then click the "clone and edit" icon. This will open the Publish modal. On the first page, the same social channels as the original post will be selected, but you may add or remove additional social accounts. The content will already be filled in on the second page, but it can also be edited if needed. On the third and final page, in addition to choosing when to post, you can add or remove the applied tags.
Custom Compare Dates in Measure
In Measure, you can now set custom "compare to" dates for all reports. Previously you were unable to change this date range. This comparison is only present on the delta trends of the summary metrics at the top of each report. If you run a campaign for the first week of this month, you can now compare your metrics to the first week of the prior month, rather than being forced to compare to the previous week which may not have comparable numbers.
Received Messages Tag Widget
The Cross Channel Tags Report now includes metrics for received messages tagged in the Conversations tab. The widget highlights the number of received messages, broken down by day. Received message metrics have also been added to the Top Tags widget and Tag Details modals. Previously the Cross Channel Tags report showed metrics for owned social posts, but with the addition of received messages metrics, you can now also report on a segment of your incoming engagements.
Remove Failed Posts
Upon message failure, you are now presented with the option to remove the failed post from the calendar. Previously you could only retry a failed post. Removing the failed post allows you to keep your calendar clean and organized.
Notification of 24 Hour Limit for Facebook PMs
The Facebook API only allows for responses to a Private Message within 24 hours. In order to better communicate this limitation, we have added banner notifications to quickly notify you if you are running out of time, and if it is too late to reply via Engage. When there is 4 hours left to respond a yellow banner will appear. Once it has been longer than 24 hours, the red banner appears and you're no longer able to respond. If you click the reply box, a pop-up window appears notifying you that you are unable to respond through Engage, but you are still able to respond through Facebook.
Additional Message Details
From the Calendar view, we have added additional information to the Message Details modal to provide better governance to you. To access, simply select a scheduled or sent message and the modal will appear. At the bottom, you can now see when the message is scheduled, when it was originally created, and who created it. You may notice that previously scheduled posts do not contain this information. This information is only stored for posts from August 5 forward.
Additional Tag Report Metrics
The Cross-Channel Tag Report now has additional Tag Details metrics. From the Top Tags widget, select any of your tags to view the Tag Details. Each Tag will have its own Tag Details. View the Tag Message Volume of both sent and received messages over the selected time period. You can also view the clicks, engagements, impressions, and video views. You can also view what other tags are most commonly used with the selected Tag. From this modal view, you can also download an excel file of the Tag Details metrics.
Our new calendar view and message details pop-up is a significant upgrade, providing you with an easier to read experience with more insights into the status of posts.
From the monthly, weekly, and day view you can easily see if a post has successfully posted, failed to post, or is scheduled to post based on the color of the box.
Each posts card also shows a preview of the text, the social channels selected, and if there is multi-media attached to the post. A purple line denotes the current time, so you can easily see what posts are scheduled to go out soon.
From the week view you will notice that we are no longer stacking posts on top of each other. If there are 4 or most posts scheduled for the same time, they will be grouped together with a "see all" button that takes you to the day view. From the month view we will show up to 4 posts a day. If there are more than 4 then a "+X more" button will launch a pop-up that shows all the posts for that day.
Select a post to see the Message Details. For posted content, you will see if the post was successfully sent or not, the handles it was posted to, a preview per social channel, and the tags selected. For scheduled content, you will see the handles it is scheduled to post to, a preview per social channel, and the tags selected. For scheduled content, you can also delete the post or edit it.
Clone and Edit
From the Feed view of the publishing calendar, you can now clone and edit any Scheduled, Drafted, or Sent content. From the three-dot menu, select the new "clone and edit" option. This will open the Publish modal. On the first page, the same social channels as the original post will be selected, but you may add or remove additional social accounts. The content will already be filled in on the second page, but it can also be edited if needed. On the third and final page, in addition to choosing when to post, you can add or remove the applied tags.
Clone and edit is only an option from the Feed view, these options are not present on the Message Details modal of the Calendar view.
You now have the ability to add GIFs to Facebook and LinkedIn posts. Additionally, GIFs can be published from the cross-channel editor in addition to the individual channel's editor.
Select the GIF button when composing to add a GIF to your post. You can post up to 1 GIF at a time, as long as it is less than 5MB.
You can now tag Twitter handles in your Engage posts. To start, type the @ symbol followed by at least 2 characters. The results will show both the name, username, and whether the handle has been verified or not in a list after a second or two and we display up to 20 results per search.
Note: This functionality does not work from the cross-channel editor, only the Twitter editor.
Hide Facebook Comments & Posts
You can now hide Facebook fan content from the Conversations tab. When hiding content, it will only be visible to the user who posted it and their friends. The user is not notified that their content has been hidden. By hiding negative or sensitive conversations without deleting the comments, you can avoid potentially instigating even more negative content.
From the content stream or details view, select the three-dot menu to hide the content. Hidden comments and replies will be greyed out. After hiding content, from the same three-dot menu you can unhide the content if necessary.
Social Connections Email Updates
Moving forward the Social Connections expiration/reconnection emails will only be sent to users that are marked as Engage users. This fixes the issue of all users receiving those emails, even though all users may not know what they are for or be able to action on them.
Mark as Complete Improvements
From the details pane, you can now mark items as complete by selecting the checkmark icon.
Mark as complete is now in real-time - if a colleague marks content as complete it will automatically be marked as complete on your screen without the need to refresh
Mark as complete now works for Explore content
You now have the ability to add Gifs to Twitter posts. Select the new GIF button when composing from the Twitter editor to add a GIF to your post.
You can post up to 1 GIF at a time, must be less than 15MB with a maximum resolution of 1280 x 1280.
Mark as Complete - Mobile App
As you action on messages in the mobile app, you can now mark those messages as complete. This status change will be visible on both the mobile app as well as the web version. This also means that as messages are marked as complete on the web, it will also be reflected in the mobile app. To mark a message as complete, you can either respond to the message (auto-complete) or simply tap the checkmark that appears next to messages.
Filter by Message Status - Mobile App
Along with the ability to mark messages as complete is the ability to filter by message status. You can now easily identify new messages that need to be actioned on from the mobile app.
LinkedIn Video and Multi-Image Publishing
With this release, we are rolling out the ability to publish videos and multiple images to LinkedIn. For image publishing, we support up to 9 JPEG and PNG file types with a 5MB max file size. For video publishing, we support H264/AVC, MP4, MPEG-1, and MPEG-4 file types with a 2GB max file size.
Max. Frame Rate
2GB (Min. 75KB)
4096x2304 (Min. 256x144)
(Aspect ratio: 1:2.4 - 2.4:1)
10 minutes (Min. 3 seconds)
H264/AVC, MP4, MPEG-1 and MPEG-4
Tagging in Conversation and Publish
We are so excited to announce the addition of tagging to Engage! Great for campaign management and reporting, you can now apply tags to both your owned content (Publish tab) and comments/replies (Conversations tab).
When publishing content you can tag the social posts from step 3 of the publishing workflow. Similar to tags in the rest of the MI app, you can create a new tag while tagging content.
From the content stream of the Conversations tab, simply select the three-dot menu to add a tag. Tags can also be applied through bulk select. Select all the comments and replies to be tagged and click the tag icon.
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. Use the new Tag filter to see the content in your tags.
Along with being able to tag content is a new reporting option called Cross Channel Tags. Select 1-10 tags to begin populating the report. Apply channel or page filters through the social account picker. There are four charts shown in the Cross Channel Tags report: Impressions, engagements, clicks, and video views. At the bottom is a table with a breakdown of numbers per tag. As with all Measure reports, the data is delayed by 24 hours.
Explore in Engage
In the Conversations tab, there is now a new Explore filter option available to you if you have both Explore and 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. 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. When beginning a reply you are able to choose the Twitter handle to respond with, if multiple handles are authenticated.
Facebook @ Mentions
You can now tag a Facebook page in your Engage posts. To start, type the @ symbol followed by at least 2 characters. The results will appear in a list and we display up to 25 results per search. After selecting the appropriate Page the tag is added as an asset within the text, meaning backspacing will remove the entire mention. Multiple Pages can be tagged in a post, however, you can only tag Pages, you cannot tag personal Facebook profiles.
As this option is only available for Facebook, it does not work in the cross channel editor.
Media viewer in Conversations
Previously, clicking the image on the parent post would take you to the native app to view the original message. Now you can view full-size media (images, carousels, videos, gifs) in the app. If there are multiple assets you can paginate through them using the arrows.
Send posts in Feed view
In the feed view, there is now a new "Sent" tab for all published messages. Be sure to adjust the date range when viewing published messages, as the date range for scheduled posts may not make sense for previously sent messages.
Under the Sent tab is also the new option to "Post again". This relaunches the publisher with the social account(s) and message content copied over. From here users can update the content or account(s) selected and resend the message at a different time. Most social networks frown upon posting the exact same message multiple times a day and they may block messages if they are too similar. As a best practice, schedule the messages a few days apart.
Engage Mobile App
Conversations are now available in our brand new Engage mobile app. Users can easily interact with and respond to content seen on the web version of the Conversations tab. Content that is actioned on, such as likes or replies, in the mobile app will be reflected in the web app and vice versa. The app is available for both iOS and Android and is separate from the Meltwater Mobile app. You can login using the same email address and password as the Meltwater platform.
Collision detection is now available in Conversations. If a colleague is replying to a message you will see a notification that the message is being replied to and who is actioning the reply. The reply option on the selected message will be locked and not appear for other users while the action is taking place to prevent duplicate responses. The reply option unlocks after 20 minutes of inactivity (this includes if a user has clicked on "reply" and has not taken any action, e.g. left their computer, on another tab outside of Engage, etc.). Collision detection only appears if a user has selected the reply option. It will not occur if a user has simply selected a message in the left-hand Inbox stream.
You now have the option to add a comment to a retweet. To make a quoted tweet, click on Retweet and select “Retweet with comment”. A pop-up box will appear with the tweet you’ve selected and a text box to add your comment. A comment can have a maximum of 224 characters. The terminology “Retweet with comment” as the option when you first select “Retweet” is consistent with Twitter’s UI.
Following Twitter Handles
You now have the option to follow Twitter handles in Engage instead of going to Twitter to follow them. When a tweet is selected in the inbox, click on the avatar of the handle in the right-hand pane. At the top of the pop-up box, there will be the option to "Follow" the handle. If you are already following the Twitter handle it will set to "Following". Hovering over "Following" will give you the option to unfollow a handle.
You can now save content as a draft on the third step of the publishing workflow. Once saved as a draft, you can view, schedule, or delete your drafts in the new calendar Feed View. To publish or schedule a draft, click on "edit" from the three-dot menu. This will take you through the Create Content steps and you can make any necessary edits and choose to post now or schedule for a later date.
Currently, you cannot save a draft with a date and time. Since drafts do not have a date and time applied, they cannot be accessed on the Calendar.
New Calendar Feed View
In the top left-hand corner of the calendar is a new calendar Feed View. This allows you to view scheduled or drafted content from a content card in the content stream. Here you can edit and delete content. For cross-channel posts, one channel will appear. The bottom of the content card will show how many other channels were selected. To preview the content for these channels, click "# other channel previews" and they will load below. For content scheduled with videos, videos can be played from within the content stream.
You can now edit images from the Engage Publisher. This is especially useful if you have received an error message for uploaded images that don't meet the channel's size requirements. Also, if you don't have an in-house photographer or image editing software, you can easily improve your image from within Engage.
The image editor gives the following options:
Edit image size(common crops, social channel crops, and custom)
Adjust (brightness, contrast, saturation, clarity, etc.)
Focus (add blur)
Stickers (emoticons and shapes)
Auto-mark as Complete
After successfully responding to a comment or reply, the selected message in the content stream will be automatically marked as complete. If the Status filter is selected to "New," the comment or reply will disappear from the content stream when it's automatically marked as complete. Liking or retweeting a comment or reply does not automatically mark as complete.
Select a time-frame by date and time (down to the minute) in Conversations to easily sort through comments and replies.
You can now upload and publish videos to Instagram. Instagram's API supports the following video specs:
MAX = 60SECONDS MIN = 3SECONDS
16:9 TO 4:5
Profile Notes in Conversations
Profiles have been released to Conversations. Leave notes on a profile to let other users know your interaction history. To access a profile click on the profile image in the details pane.
For Twitter you will see a profile's followers/following count, however, this is not available for other channels due to privacy policies.
Emojis in Publisher
The emoji selector is now available in the new publisher. Click on the emoji icon when composing your post and a pop-up will appear. Selecting an emoji will add it to your post. To change skin tone, click on the skin tone selector in the bottom right-hand corner and select the skin tone you wish to be applied.
Shared Dashboards has now been released to Measure for all reports! To access this, click on Actions and then Share dashboard. This will generate a shared dashboard for the selected report.
New Conversations View
Our new conversations view is now available for all incoming messages and engagements. Easily filter to see content based on social account type, message type, or message status. After actioning on a message, mark it as complete to prevent duplicative efforts. This release also adds a new emoji picker with more available options and skin tones.
Our new publisher is now available for all supported sources (Facebook, Instagram, Twitter, LinkedIn). This more streamlined publishing workflow allows you to focus on what is important, your message content. Easily publish posts across multiple channel types using the new cross-channel composer.
LinkedIn Message Details + Edit/Delete
You can now view the details of a scheduled LinkedIn post by clicking on the post in the content calendar. This will show you the message details as well as the content preview. There are also options to edit (pencil icon) and delete (trash icon). If the post has already been published, this status will show and clicking on the title of the LinkedIn page will take you to the native post on the page.
Attaching links to LinkedIn
You can now attach links to LinkedIn posts. When scheduling a post click the attachment icon, enter in the link, and click "add". If available, the link will include an image, title, and description, which will be attached to the post when it is published on the platform.
New Facebook Visualization
An Impressions line graph has been added to the Content-Type Breakdown visualization so you can connect content type to impressions. The graph is interactive so you can deselect impressions in the legend.
City-Level Data for Instagram & Facebook
A new widget displaying city-level data for followers has been added for Instagram and Facebook. This widget shows a list of up to 50 cities with the corresponding number of followers, and by default is sorted by highest to lowest. This widget is located beside the map that displays country-level data for followers.
Thank you for reading. If you have any further questions, feel free to reach out to us via Live Chat!