Introduction: Engage 101
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Written by Support
Updated over a week ago

Welcome to Sociality.io Engage 101 โ€” where customer success journeys start. In this article, we will dive deep into the Sociality.io Engage module and provide some answers to any questions you may have. ๐Ÿค—

Meet Sociality.io Engage Module

With Sociality.io Engage Module, you can take your social media engagement to the next level! Our powerful tool allows you to monitor, manage, and optimize all your social media interactions from a unified, user-friendly inbox. ๐Ÿ“ฅ What you can do with our Engage Module includes but not limited to:

  • advanced features such as sentiment analysis โœจ

  • automated responses ๐Ÿค–

  • and team collaboration tools ๐Ÿค

At Sociality.io, we understand that social media engagement is key to your success. These features help you engage with your audience more efficiently, respond to inquiries more quickly, and collaborate with your team members more effectively.


A - Z guide for Engage Module


1) Which platforms do we support in the Engage module?

Sociality.io supports different social networks such as Facebook, Twitter, Instagram, YouTube, and LinkedIn. Enjoy our all-in-one platform to manage your social profiles with ease!

In case you want to learn more โคต๏ธ

โ–ซ๏ธ Which platforms do you support? (includes all modules)


2) Didnโ€™t you add any pages yet? Let's do it! ๐Ÿ™ƒ

Connecting your social media pages to Sociality.io is a quick and simple process. ๐Ÿ™Œ Simply follow our step-by-step guide; it will walk you through the entire process, from start to finish: ๐Ÿ‘‰ โ€œHow to connect your pages?โ€

Manage all your social media accounts easily by consolidating them into one convenient dashboard with Sociality.io. With our all-in-one social media management solution, you can keep track of all your social media activities and metrics in one place. โœจ


3) Where to find the module inside the tool?

So simple! Here we summarized in 2 steps for you:

  1. Login to Sociality.io, and you will reach the dashboard. Select a brand you want to see the details.
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  2. There you see the Engage module!
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Deep dive: Engage module dashboard and features ๐Ÿคฉ

4) Engage left dashboard explained!

Overview

By clicking on the Engage menu, you'll gain access to a comprehensive range of options that simplify and streamline message management. ๐Ÿ“จ The menu features several subsections, including:

  • Assigned to me,

  • Starred,

  • Unassigned,

  • Closed,

  • Bulk actions,

  • and Team performance.

With these subcategories, you can easily navigate and manage all your messages and engagement from one convenient dashboard. Whether you're looking to prioritize specific engagement or monitor your team's performance, this menu is designed to help you achieve your goals with ease. ๐Ÿš€ Letโ€™s investigate them all one by one!

  • Assigned to me

This section is designed to help you easily identify and manage the messages that have been assigned specifically to you. ๐Ÿ“Œ

Messages in this section may include customer inquiries, requests, or issues that require your attention or response. By centralizing these messages in one location, you can prioritize your workflow and ensure that all assigned tasks are completed on time. This section can also help you to avoid missing important messages or leaving them unanswered. ๐Ÿš€

  • Starred

The โ€œStarredโ€ section allows you to keep track of important messages by starring them. โญ

Once you star a message, it will appear in this section, making it easy to find and revisit later. This section is handy for messages that require follow-up or additional attention or for messages that contain important information that you may need to refer to in the future. By using the "Starred" section, you can quickly access and manage your most important messages, helping you to stay organized and efficient. โœจ

  • Unassigned

The "Unassigned" section in the Engage menu contains messages that have not yet been assigned to a specific team member. ๐Ÿšซ

This section is designed to help ensure that no messages are left unattended, as unassigned messages can be easily overlooked. By regularly checking this section, team members can pick up unassigned messages and respond to them promptly. The "Unassigned" section can also be used as a central location for team members to collaborate and ensure that all messages are being addressed in a timely and effective manner.

  • Closed

The "Closed" section in the menu contains messages that have been resolved or completed. ๐Ÿ“ฉ

Once a message has been answered, it can be moved to this section to help team members keep track of completed tasks and maintain an organized message history. The "Closed" section can also be helpful for auditing purposes or for referencing past interactions with customers. By using the "Closed" section, team members can efficiently manage their workload and ensure that all messages are appropriately handled and documented. ๐Ÿ™Œ

Bulk actions

The โ€œBulk actionโ€ feature in the Engage module allows you to perform multiple actions at once, rather than manually performing the same task on each individual message or conversation. ๐Ÿ™Œ This can save you a significant amount of time and increase your efficiency, allowing you to manage your conversations more effectively and respond to your customers promptly. ๐Ÿ‘Œ

Bulk actions in a nutshell โœจ

  • Filter conversations

You can filter your conversations based on social profiles, specific dates, keywords, or process filters such as sentiment, category, and attribute.

  • XLS export

You can also export all your messages from the conversation tab as an XLS file using the โ€œBulk actionโ€ feature. This allows you to easily access and analyze your conversation data outside of the platform, gain insights into your customersโ€™ behavior, and track your teamโ€™s performance.

  • Schedule report

With the "Bulk action" menu, you can effortlessly create auto-reports that will bring all conversations into your inbox in an organized manner. This will allow you and your team to manage social interactions better and stay on top of all customer inquiries, feedback, and issues.

To create an auto-report, simply click the โ€œScheduleโ€ icon and fill in the required information in the following pop-up. You can choose a report name that accurately reflects the content, select how frequently you want to receive this report, and specify to who you want to send this report automatically.

Team performance

The "Team performance" section in the Engage menu provides an overview of your team's overall engagement management performance metrics. ๐Ÿค

This section includes information such as new conversations, closed conversations, the median time to close, and more! By using this section, you can monitor your team's performance and identify areas for improvement. You can also use this information to set goals and benchmarks for your team and to track progress over time. The "Team performance" section is a powerful tool for improving team productivity and ensuring that your customers are receiving the best possible service. ๐Ÿ”ฅ


5) Inbox features to customize your engagement activities

๐Ÿ‘‹ Welcome to this section! Here, we'll take a deep dive into the Engage module inbox and explore its cool features. With these features, you can easily customize your social media engagement management. Let's start by exploring from the Quick Filters to the Search and then move on to the other features individually! ๐Ÿ”Ž

Quick filters dropdown menu explained ๐Ÿ‘€

The quick filters dropdown is designed to simplify your social engagements with ease in a single menu. It allows you to manage categorized actions in a single dropdown, making it easier to manage messages and comments. Letโ€™s take a look at the subcategories:

  • All ๐Ÿ“ฅ

It shows all messages and comments in your inbox, providing a comprehensive overview of your engagements. Use this feature to keep track of all your interactions in one place and easily respond to them as needed. ๐Ÿš€

  • Unread ๐Ÿ”–

This section ensures you don't miss any important engagements. It quickly identifies messages and comments that require your attention and response, allowing you to stay on top of your engagements. ๐Ÿš€

  • Read ๐Ÿ“–

The โ€œReadโ€ part helps you stay organized by identifying which messages and comments you've already read. This feature keeps your inbox clean and ensures you don't miss important engagements. ๐Ÿš€

  • Starred ๐ŸŒŸ

Stay on top of important engagements with Starred section. When you flag messages and comments as important, they'll appear in the Starred category for easy access later on. This feature is perfect for keeping track of interactions that require follow-up or further action. ๐Ÿš€ So, no more lost opportunities or forgotten engagements - simply Star them and keep track of them easily!

  • Not starred ๐Ÿ™…โ€โ™‚๏ธ

Filter out less important engagements, which allows you to prioritize the interactions that require your attention. This feature streamlines your engagement management and avoids unnecessary notifications. ๐Ÿš€

  • Teammates

You can simply click on your name to see the messages or comments assigned to you. So, you can take control of the inbox without getting lost in a crowded inbox.

How to sort messages and comments?

Sorting messages and comments is easy with the Engage module inbox. ๐Ÿ”ข You can sort your engagements from newest to oldest or vice versa! Simply click on the arrow icons and select how you want your data to be sorted. We handle the rest. ๐Ÿฅฐ

How to filter messages and comments??

Filtering messages and comments is a great way to focus on specific interactions and streamline your engagement management. ๐Ÿ˜ With Engage module inbox, filter engagements by date range, social profiles, engagement types, and read status. Simply click the Filter button, select the criteria, and engagements will be filtered accordingly. This feature saves time and helps locate and respond to specific interactions easily. ๐Ÿš€

How to search for messages and comments? ๐Ÿ”

Use the โ€œSearchโ€ bar to quickly find specific messages and comments in your inbox. Save time and stay organized using the search bar for engagements based on keywords, users, messages, and more! With the Search bar, you can easily locate and respond to specific interactions, ensuring that nothing falls through the cracks. โœจ


6) Conversation activities explained ๐Ÿ™Œ

How to select specific conversations?

Easy! Letโ€™s walk through together with 5 steps โค๏ธ

  1. Login to Sociality.io, and you will reach the dashboard. Select a brand you want to see the details.
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  2. There you see the Engage module. Click on it!
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  3. Select one of the subcategories to see the conversations. In case you wonder what those categories mean, simply visit this section. โœจ
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  4. Letโ€™s assume you clicked on the โ€œInboxโ€ section, which includes all the conversation activities together.
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  5. Here we go! You can now select a specific conversation by clicking on it. ๐Ÿ™Œ
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What are the conversation types?

Our Engage module provides access to various conversation types across five popular social media platforms through Sociality.io Engage. You can see the conversation type in the area highlighted in the above visual. โคด๏ธ

We support the following platforms and conversation types in Sociality.io:

In short, here is what they represent:

๐Ÿ“ฉ Message : A private conversation between your business and an individual on a social media platform.

๐Ÿ’ฌ Comment: A public response to a post or content on a social media platform.

๐Ÿ“ท Mentioned Media: When a social media user includes a brand or product in a photo or video they post on the platform.

๐Ÿ‘€ Mentioned Comment: When a social media user mentions or tags a brand or product in their comment on a post.

๐Ÿ’ฐ Ad Comment: A public response to an advertisement or promoted content on a social media platform.

What are the conversation activities?

Conversation activities can help social media teams streamline workflow, improve communication, enhance customer experience, and gain valuable insights into customer preferences and needs. Letโ€™s take a look at the conversation activities that you have on Sociality.io Engage one by one!

๐Ÿ‘ฅ Assign

Assigning a conversation to a team member or a specific department within the organization for follow-up and resolution. This can help ensure that customer inquiries or complaints are addressed in a timely and effective manner. โฐ

The messages you have assigned to yourself will appear here in your inbox:

๐Ÿ”— Link

You can link conversations to related content or issues to provide context and make it easier to track and manage associated conversations within your social media team. So, you will easily enhance your team's ability to stay on top of related conversations by providing context and improving collaboration and productivity.

โญ๏ธ Star

Marking a conversation as important or urgent, which can help prioritize it for follow-up or ensure that it receives the necessary attention.

The messages you have starred will appear here:

๐Ÿ”’ Close

Closing a conversation once it has been resolved or addressed can help keep you organized and prevent duplicate or unnecessary follow-ups in your social inbox.

The messages you have closed will appear here:

What are the moderation details?

For each different social platform, you can have different moderation actions through the Sociality.io Engage module on the conversations. Letโ€™s investigate them individually for the platforms and actions.

All moderation actions in a nutshell:

  • Like: Expressing appreciation or agreement with a post or tweet.

  • Retweet: Sharing someone else's post or tweet with your followers.

  • Reply with Comment: Responding to a post or tweet with a comment or additional information.

  • Reply: Directly responding to a post or tweet.

  • Hide: Removing a post or tweet from your view without deleting it.

  • Send Private Message: Sending a message directly to another user that is not visible to the public.

  • Delete: Removing a post or tweet permanently from a social media platform.

  • Translate: Converting the text of a post or tweet into another language.

  • Go to URL: Following a hyperlink to visit the conversation in the native social media app.

  • Data Process: Data Process is a powerful way that can help you understand the overall tone and sentiment of your conversations. With Sociality.io, you can automatically analyze your conversation data individually and categorize them based on sentiment.
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By using the Bulk Actions menu, you can see all conversation items individually as processed, which can help you gain a better understanding of the sentiment of each conversation. This can be useful in identifying patterns and trends, and in making informed decisions about how to respond to your customers.

Just in case you want to deep dive more; here we have a guideline: Whatโ€™s auto-sentiment analysis, how does it work ๐ŸŒธ

Moderation activities based on social platform

Twitter

  • Message

    • Translate

    • Go to URL

    • Data Process

Facebook

  • Message

    • Translate

    • Go to URL

      • Data Process

  • Comment

    • Like

    • Send Private Message

    • Hide

    • Delete

    • Translate

    • Go to URL

    • Data Process

Instagram

  • Message

    • Like

    • Translate

    • Go to URL

    • Data Process

  • Comment

    • Send Private Message

    • Hide

    • Delete

    • Translate

    • Go to URL

    • Data Process

  • Mentioned Comment

    • Translate

    • Go to URL

    • Data Process

  • Mentioned Media

    • Translate

    • Go to URL

    • Data Process

  • Ad Comment

    • Hide

    • Delete

    • Translate

    • Go to URL

    • Data Process

LinkedIn

  • Comment

    • Like

    • Delete

    • Translate

    • Go to URL

    • Data Process

YouTube

  • Comment

    • Hide

    • Translate

    • Go to URL

    • Data Process

Conversation logs explained!

What are conversation logs?

Conversation logs are an essential feature of the Sociality.io Engage module, providing a detailed record of all conversation activities between a user and your social media or marketing team.

Why use conversation logs?

Conversation logs are a centralized record of all customer interactions stored in the Engage module, which provide you with the following:

  • valuable insights into customer behavior and preferences

  • allowing for improved customer service ๐Ÿค

  • and enhanced team performance measuring ๐Ÿ†

Conversation logs can also be used as evidence to resolve disputes and complaints. Overall, they are a valuable resource for businesses looking to improve their social media and marketing efforts. ๐Ÿš€

How to hide/unhide conversation logs?

If you prefer to declutter your conversation screen and remove conversation logs, it's easy to do so within the Sociality.io Engage module. ๐Ÿ™Œ Simply locate the conversation you want to hide logs from, and click the "Hide logs" button in the lower right-hand corner of the conversation screen. This will instantly remove the conversation logs from your view, allowing you to focus on the conversation at hand. ๐Ÿง If you ever want to bring them back, simply click the "Unhide logs" button. It's that easy! ๐Ÿ’ป


7) Enhanced team collaboration with built-in communication features ๐Ÿค

What is an internal note? ๐Ÿ“

An internal note is a feature in the Engage module inbox that allows you to add notes or comments about a specific engagement that are only visible to you and your team. ๐Ÿคซ This feature is useful for keeping track of the status of interaction or sharing information with team members without notifying the social media user. โœŒ๐Ÿป

How to write an internal note to your teammate? ๐Ÿ‘ฅ

Writing an internal note in the Engage module inbox is simple! ๐ŸŒˆ

When viewing an engagement, click on the Internal Note icon and add your note or comment. You can also mention your teammate's name using the "@" symbol to notify them of the note.

Here is an example for you to understand how it looks overall ๐Ÿ™‚


8) Audience interactions through Sociality.io Engage - Right menu explained!

Throughout the Sociality.io Engage module, you can take actions related to the audience. Letโ€™s investigate the right menu, where all these interactions are happening.

  • User details

You can preview the name of the user, block them through this screen, see the conversation history of your accounts with that specific account, and go to their profile.

  • Performance metrics

In the right-hand dashboard of the Sociality.io Engage module, you can find valuable performance metrics for your team. These metrics include the first assignment of conversations to team members, the first reply from the team, and when the conversation was closed. By utilizing this data, you can better understand your team's productivity and identify areas for improvement. Plus, having these metrics easily accessible in one place allows for quick and efficient analysis of team performance. ๐Ÿ“ˆ

  • Conversation data process

Sentiment analysis

Sentiment analysis analyzes conversations and engagement in your inbox. What does it mean exactly? Well, simply speaking. If you want to discover "negative" comments, direct messages, or mentions and address them personally, Sociality.io's auto-sentiment analysis helps you to do that. The same goes for "positive" and "neutral" sentiments. You can reward or thank positive information spreaders for your brand.

Category

With categories, you can group together conversations that relate to specific topics, such as product feedback or customer support inquiries. By assigning these categories to your conversations, you can quickly filter and analyze them based on these topics.

Attribution

Attributes, on the other hand, allow you to assign specific characteristics to your conversations. For example, you might use attributes to identify the sentiment of a conversation, the urgency of a request, or the customer's location. By using attributes in combination with categories, you can gain a more detailed understanding of your conversations and identify patterns and trends more easily.

The ability to customize these filters is key to making the most out of Sociality.io's Listen module. By setting up your categories and attributes in a way that makes sense for your brand, you can ensure that you are capturing all the relevant conversations and analyzing them in a way that is meaningful and actionable.

๐ŸŒธ In case you need more details, simply visit to understand: โ€œHow to use categories and attributes.

All of the data you process using Sociality.io can be viewed in the Team Performance reports. These reports provide insights into your team's performance and allow you to track your progress over time. By utilizing the Data process feature, you can get a more comprehensive view of your social media activity and understand the overall tone of your conversations with Team Performance reports.


9) Reply functionalities explained

How to write and send replies

  1. Open Sociality.io Engage module

  2. Open the conversation you want to reply to

  3. Go to the Reply area
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    Here you can see some icons which will help you to ease your replying process. For example:
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    • You can insert emojis into your message


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    • Insert visual attachments to your message


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    • Use reply templates


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    • Internal notes to communicate with your teammates internally


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  4. Add your message as a reply to the conversation and click โ€œReplyโ€

How to close conversations after replying

Once you have finished composing your message, you can close the conversation in 2 different ways:

  1. Clicking on the โ€œCloseโ€ button, which indicates that you have provided a complete response and the conversation is now concluded.
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  2. By ticking the โ€œReply and closeโ€ box. Right after you replied your conversation activity, it will mark conversation as โ€œClosedโ€ automatically.
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It's a good practice to double-check your message before closing the conversation to ensure that all relevant points have been addressed and your message conveys your intended meaning.

Reply Templates ๐Ÿ“

Reply templates are pre-written responses that you can use to respond quickly to common customer inquiries or feedback on social media. Reply templates help especially for businesses that receive a high volume of social media interactions to:

โฐ Save time.

๐Ÿ™Œ Ensure consistency in responses.

๐Ÿš€ Improve efficiency by allowing multiple team members to use the same pre-written responses.

โœจ Free up time and resources for other tasks.

How to create and use your own reply templates?

  1. Go to Engage module

  2. Open a conversation

  3. Navigate to โ€œTemplatesโ€ icon in the reply area
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  4. Click on โ€œ+New templateโ€

  5. Start creating your own templates.

  6. Fill in the details in the opening screen.
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  7. Click โ€œSaveโ€ and thatโ€™s it!

  8. Now, you can see them from the templates section in the reply area.
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