All your connected profiles are united in Engagement. It allows you to respond quickly and appropriately to all concerns of your community, either spontaneously or by using response templates. Answer messages, respond to reviews, check your mentions and moderate comments below your posts.
💡 You can always decide whether you just want to close an item, then you can tick it off directly. You can also decide whether you want to close the item directly or just send a reply when sending a reply. If the person replies, a new, open item is created in either case.
Reply to comments and reviews
To reply to incoming comments and reviews, select the corresponding item from your feed in the left column. The items' context is displayed to the right, e.g. the post under which the comment is located.
Depending on the network, you can then decide whether you would like to reply with a comment or rather with a private message and from which profile the message should be sent. This way, you can easily reply to enquiries on your pages with your customer service profile. Type your answer into the free text field, use response templates or save a draft reply.
💡 When replying with a private message, a reply period of 7 days from receiving the comment applies.
Reply to messages
To reply to incoming messages, select the corresponding item from your feed in the left column. To the right, the context of the item is displayed, e.g. previous messages.
For Facebook messages as well as for WhatsApp, there is a time window of 24 hours for a reply. For Instagram direct messages 7 days is standard. The time window is intended to protect users from spam and advertising messages.
👉 Facebook: It is best to activate the Facebook beta version in the general Engagement settings so that you can extend the reply period to 7 days.
👉 WhatsApp: You can submit message templates that allow you to respond even after the 24 hours have expired.
You can find your Response Templates on the right in the answer box in your feed item. You can also directly save an answer as a template by clicking on the symbol with the plus. Give your Response Templates a descriptive name, as this will be displayed when you select it. Work with placeholders that automatically insert the name of the person you are replying to.
💡 On Instagram and Twitter, the placeholders are automatically replaced with the @handle (name of the profile).
You can also manage your response templates in the settings.
You can save a Reply Draft using the button in the lower right corner of an item. The draft can also be seen by your team and used for their answer.
Reply with a message template (WhatsApp)
If the 24 hours after receiving the message have expired, you can now click Create Message from Template. A pop-up opens in which you can select the appropriate message template in the relevant language.
💡 Make sure you fill in all the placeholders for which fields are displayed on the right-hand side.
If you click on Add Message, the message will not be sent directly. Instead, you can adjust the template again or remove it from the reply area. If everything is in order, you can then send it directly.
Using @mentions in a reply
If you want to mention profiles in your reply, you can type the @ sign and the name of the profile when replying. For Facebook, LinkedIn and Twitter, suggestions are displayed in a list from which you can choose.
It is currently possible to mention the following types of profiles via the API:
Facebook Business Pages
Organisations on LinkedIn
For Instagram profiles, no suggestions are displayed. The correct Instagram profile name must be entered manually. It should also be noted that Instagram users can exclude such mentions in their privacy settings.