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 respond to your inbound messages, share messages with team members, and tag messages for trend reporting and filtering.

This article will cover:

Below are the best practices that you should be utilizing for all Conversations use cases.

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.

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.

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

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

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

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

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.

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

Using Saved Responses allows you to create a shared repository of frequently used messages to respond to fan messages. This standardizes your responses and increases your efficiency in responding. Saved responses are channel and message-type agnostic, can be accessed by all Engage users, and can be edited when applied to allow for personalization.

It is a best practice to use a naming convention when saving your responses, to allow you to search for, and find them quickly.

Example Saved Responses:

Learn more about Saved Responses.

By assigning posts you've received to your social media profiles, you can ensure the right teammate is notified of and responds to incoming Conversations. This is one of the best ways to work through your queue efficiently and offer excellent customer service.

Assigning a message to another teammate will notify them of a message that requires their attention, even if they are not logged in to Meltwater. You can include notes with your assignment to provide further context on the message and reason for the assignment.

Assignments can be used for collaboration or escalation of any inbound fan message. Assignments can be changed to move through a dedicated escalation path or sent back to the original escalator with notes on how to handle them.

Members who are often escalated to can use the Content filter to display only messages Assigned to themselves.

Learn more about Assigning Social Posts in Conversations.

Click the magnifying glass at the top of the content stream to open the Find Bar. You can search for @mentions, hashtags, and keywords within your fan messages. Inserting more than one search term treats the search as an AND statement.

For example, if you search "tracking" and "delay", results will only return messages that contain both of these words.

You can use this to quickly find messages that require your attention first, assign them to another team member, or clear them out of your queue.

Find is also a great way to search for older messages after they have already been completed and are no longer in the queue.

Tagging fan messages is a great way to track your inbound message trends using the Cross Channel Tags report in Analyze. This allows you to see if your volume is going up or down per tag.

You can also use tags to segment and filter inbound messages. This allows you to easily filter down tagged messages to create additional queues.

Tagging can be done individually per message or in bulk.

Example tag types

Learn more about Tagging Social Posts.

Each fan interaction is recorded and kept as a history for that particular fan and channel. To access a fan's profile, click their profile picture in the viewing pane.

There are two tabs available: Notes and History.

Notes are internal only and can be left so other team members have more insight into who you are interacting with. For example, you can leave notes on how to interact with the fan or what follow-up items are requested.

History displays all inbound messages from that fan to the specific social account. You will see each interaction in descending order by date.

Save time by bulk marking messages Complete, as well as bulk tagging.

Learn more about User Profile Information.

Collision Detection in Engage Conversations is designed to enhance team collaboration by notifying you if someone is already replying to social posts. This ensures that no two people respond to the same message simultaneously, preventing duplicate responses. It also shows who is taking the action, providing clarity and coordination within the team.

Note: This pop-up will appear once another user begins to type their response.

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:

Most organizations measure customer care success by resolution time. Using the below settings, you can optimize Conversations to help achieve higher resolution times.

Sort your content stream by date, with the oldest messages first. Doing so allows any new messages that you receive while working to enter the bottom of your content stream instead of the top. This prevents new messages from pushing older messages down in your queue, which would extend the time it takes to get to them, resulting in longer response times.

Status

Date Range

Protip: For mature customer care teams, set your date range to all times to ensure that every message in the queue is handled.

Sentiment

Content

Custom Filter Sets

Example Saved Filter Sets

Conversations about your brand don't happen only on your pages, handles, and content. It can be important to see and join these conversations. That is where Meltwater Explore comes into play.

Meltwater Explore Integration

Meltwater's Social Listening tool, Explore, can integrate X (formerly Twitter) listening data directly into Engage. This allows you to join conversations that you would not normally be able to within Conversations.

Explore Saved Searches

If you have influencers/ambassadors/advocates that represent your brand online, you can also view and interact with their social messages via Conversations. Once again, Meltwater Explore helps accomplish this.

Meltwater Explore Integration

Meltwater's Social Listening tool, Explore, can integrate X listening data directly into Engage. This allows you to join conversations that you would not normally be able to within Conversations.

Author Lists

Conversations allows you to view the posts you've posted to your social pages and handles with the Brand Posts message Type filter.

Filtering by Brand Posts (Brand Posts for X) allows you to filter only for your page posts and X posts. This allows you to easily moderate messages by post rather than by when they were received.

You can also tag outbound posts via this view as well.

The Meltwater Engage Mobile app allows you to quickly work through your content stream when not at a computer. You can easily respond to fan messages via your phone. Great for during an event, while in a meeting, or just away from your desk.

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