Internal Conversation Actions In Engage

With Statusbrew Engage Inbox, you can centralize social conversations (like comments, messages, reviews etc.) into one unified inbox. With several internal conversations actions in Engage, Statusbrew helps better manage conversations in your unified inbox.

Supported Internal Conversation Actions

Here are the internal conversation actions available in the Engage inbox.

Update Conversation State:

• Close A Conversation

• Snooze A Conversation

• Re-Open A Conversation

Managing Conversation Actions:

• Assign Conversations To Users/User groups

• Bulk Actions

• Add Tags

Additional Actions:

• Mark Conversation As Priority

• Change Sentiment

• Translate

• Add Notes

• Delete Message From Statusbrew

Additionally:

• Filter & Sort Conversations

• Views & Team Inboxes

• Keyboard Shortcuts

These actions are visible within the Statusbrew platform and apply to all conversations from supported social networks. Here's a detailed look at each action.

Update Conversation State

By default, all incoming conversations are marked as Open. You can update the status to Closed or Snoozed and even Reopen previously closed or snoozed conversations.

Close A Conversation

For single-ended conversations or those not requiring a response, you can close them to declutter your inbox:

• Open a conversation, then click the Close button from the top of the conversation space.

• If you prefer not to open the conversation, hover over a conversation in the conversation list and click (Close) to close it.

• When replying to a conversation from the reply box, you can choose to Reply & Close the conversation rather than performing two separate actions, one after the other.

Snooze A Conversation

If you need to return to a conversation later, you can snooze it. This temporarily removes it from your conversation list for a time period you set.

• Open a conversation, then click the Snooze button from the top of the conversation space.

• Choose from preset time periods like Later today, Tomorrow, Monday, One week, One month or set a custom time. To set a custom time, hover over Custom, select date and time and click Apply.

Re-Open A Conversation

You can revisit and re-open conversations you've previously closed or snoozed.

• Open a conversation, then click the Open button from the top of the conversation space.

• Alternatively, hover over a closed or snoozed conversation in the conversation list and click (Re-open) to open it.

You can also bulk-select conversations in the conversation list to close or snooze them (or re-open closed or snoozed ones) in one go.

Assign Conversations To Users & User Groups

Statusbrew lets you assign conversations to specific users or user groups so that the right team members handle relevant conversations. You can even automate assigning conversations to specific user(s)/user group(s) based on defined criteria.

Read more: Assigning Conversations To Team Members

Bulk Actions

To handle large volumes of messages, use Bulk Actions to:

• Assign multiple conversations to users or user groups.

• Move conversations to specific Inboxes.

• Close several open conversations simultaneously.

• Re-open multiple closed or snoozed conversations.

• Snooze all open conversations

• Update custom fields

Read more: Bulk Actions On Conversations

Add Tags

You can tag your conversations in Statusbrew to group and categorize conversations based on your social campaigns, workflows, business objectives, and marketing strategies.

Over time, Tag Insights provides an in-depth analysis of the overall performance of your tagged conversations.

You can add tags manually or even automate adding tags to conversations based on predefined criteria.

Read more: Internal Tags, Adding A New Tag & Tag Insights

Add Custom Fields

Custom Fields let you create structured labels for tracking specific details of conversations such as conversation type to help your team capture the right info consistently across all conversations.

You can update the value of each of the custom fields from the conversation details panel. You can also edit the existing custom fields or add new ones.

Read more: Custom Fields

Mark Conversation As Priority

Mark urgent conversations as a priority to ensure they receive immediate attention.

• Open a conversation, then toggle on Priority from the conversation details panel to mark the conversation as a priority.

• To remove the conversation from priority, toggle off Priority from the conversation details panel.

Change Sentiment

Engage automatically assigns sentiments to incoming conversations.

• Positive

• Negative

• Neutral

• Mixed

You can manually change the sentiment of a conversation if the auto-detected sentiment doesn’t match the actual tone or context of the message.

• Open the conversation. Hover over it in the conversation space and click on the emoji icon representing the current sentiment. From the drop-down menu, select the appropriate sentiment to update it.

• You can also click on the current emoji icon at the bottom of the message and select the appropriate sentiment from the drop-down menu to update it.

• From the conversation details panel, click on the current sentiment in the Sentiment field. From the drop-down menu, select the appropriate sentiment to update it.

Read more: Understanding Sentiment Analysis

Translate

Translate conversations in foreign languages to English or Japanese directly in Engage to connect with global audiences.

• Open the conversation, hover over it in the conversation space, and click (Translate) to view the translated version of the conversation below it under the Translated text section.

Read more: Translating Comments, DMs & Reviews

Add Notes

Sometimes, a conversation needs input from another team member. You can add internal notes and use @mentions to involve any user or user group and notify them for their inputs.

To add notes to any conversation, open it and click on Add notes from the reply box.

Compose your message and click Add to add notes to the threaded conversation.

Delete Message From Statusbrew

You can choose to delete the message from Statusbrew. This option prevents the unnecessary retention of sensitive or irrelevant messages inside your workspace. Learn more about it here.

Filter & Sort Conversations

You can filter and sort conversations in the Engage inbox to make it easier to manage, locate, and respond to important conversations, especially when dealing with high volumes of conversations.

Read more: How To Filter & Sort Conversation List.

Views & Team Inboxes

You can filter conversations in Engage to sort and manage them. You can combine multiple filters to highlight specific types of conversations. To save these filters, you can create views to quickly access them later.

Team Inboxes in Statusbrew improve team collaboration by organizing and routing relevant conversations to a shared and customizable inbox. Granting a team member access to a Team Inbox gives them full access to all conversations within that inbox, regardless of their access to specific social profiles.

Read more: Team Inbox

Use Statusbrew Keyboard Shortcuts

To help you handle these conversations efficiently, Statusbrew offers a set of shortcuts in Engage that let you navigate, reply, and manage conversations without taking your hands off the keyboard.

Read more: Using Keyboard Shortcuts In Engage