Introduction To Engage

Manage audience engagement at scale with your team through our Engage inbox

Introduction To Engage

Conversation Reply Utilities

Make sure you've read the following before starting with this article.

Engage Inbox's reply section is a fully powered replying box where you can type your reply to an open conversation. It allows you to add emojis, media, & DM links in your replies. Additionally, it has powerful utilities such as saved replies, internal notes, mentions, replying as, & more. We're gonna go through each one of them one by one.

Using Reply Utilities in Engage

1. Replying As

In public conversations, you can choose the social profile you want to send the reply from. Click on the drop-down arrow beside the profile name in the reply section and choose the profile you want to reply via, from the available list of profiles.

2. Internal Note

If you want to leave an internal note for a fellow user, you can use the Add Note button in the top right. Clicking on Add Note turns the reply section yellow and here, you can leave an internal note for your team. You can use @mentions for any particular user or user group. You can also format the text using Bold and Italics or add media and links to your notes.

Internal Notes

After writing your note, you can use the "Add" button in the bottom right to add the note. Otherwise, you can go back using the Public Reply button in the top right.

3. Text Input

Here you can type your reply. Along with the text, you can use @mentions to tag social profiles.

4. Emoji

This button opens the emoji picker to make your reply better and more engaging.

5. Add Media

If you want to upload an image to send as a reply, you can do so using the add media button. It allows you to add any image from your device.

6. Add GIF

If you want to send a GIF reaction as a reply to any conversation, you can do so using the Add GIF button. Clicking on it will open a pop-up GIFHY picker. You can search and scroll to look for the most appropriate GIF.

7. Saved Replies

If you're dealing with the same queries over and over again on your social, Saved Replies can reduce your team's response time by saving you from typing out the same answers repeatedly.

You can find the step-by-step guide to customize saved replies here: How To Set Up Saved Replies

8. Send DM Link

If you want to move a public conversation into your direct messages on Twitter, you can use the Send DM Link button to attach a direct link for your audience to send a message to your brand profile.

9. Character Count

Character count shows you how many characters you have left to compose your reply. Each network has its limits on various types of conversations. The counter helps you keep track of it.

10. Reply Button

Then, we have our send Reply Button. It does what you would expect it to do, i.e., send your reply on social.

11. Reply & Close Button

The Reply & Close button is used when you want to close the conversation after the reply. It closes the conversation after sending the reply.

For Facebook and Instagram Direct Messages , due to the API limitations you can only reply within 7 days after a user messages you. You will still be able to add Notes to these conversations but you'll not be able to send a reply after 7 days.