Understanding Engage Conversations
With the Engage Inbox, you can interact with customers by managing and replying to conversations happening with or about your brand.
Every conversation you receive for your connected social profiles shows up in the Engage Inbox.
What Is A "Conversation" In Statusbrew?
A conversation in Engage refers to the top-level exchange between you and your audience on social.
Each network features a variety of message types, which may include
Public mentions: Conversations where your profile is publicly tagged or mentioned.
Private messages: Direct, one-on-one messages received on your profile.
Comments: Comments left on your published posts & ads, even if they don’t mention your profile.
Reviews: Customer feedback or ratings left on platforms like Google Business, Facebook, Trustpilot, App Store, or Play Store.
Brand Keyword conversations: Posts or messages that mention tracked keywords, even if your profile isn’t tagged.
To learn about the supported conversation type in Statusbrew and they are sync rate, refer to our article on Conversation Type And Sync Rates.
Managing Engage Conversations
There are two main ways to manage conversations in your Engage inbox: Internal conversation actions and External conversation actions.
Internal Conversation Actions
Internal actions are used within Statusbrew to help you and your team organize and handle a high volume of conversations more efficiently. These actions do not impact how the conversation appears publicly.
Examples include:
Assigning a conversation to a specific team member or user group
Marking conversations as a priority for urgent handling
Closing conversations once they’re resolved
Learn more Internal Conversation Actions.
External Conversation Actions
External actions are network-specific actions that you can take on conversations directly from Statusbrew Engage.
Examples include:
Hiding or unhiding comments on Facebook or Instagram
Deleting inappropriate or irrelevant comments
This way, you can take the necessary steps to manage your brand’s reputation while still keeping your internal workflows smooth and efficient.
FAQs
How do I open a conversation or a particular comment on the native platform from Statusbrew Engage?
For a post, open the conversation in Engage and click the timestamp below your page name to view it on the native platform.
For a comment, open the comment conversation in Engage and click the timestamp to view it on the native platform.
This works for comments on Facebook, Instagram, LinkedIn, and YouTube, replies on X and Threads, and mentions and Brand Keyword conversations across all supported networks.
Why do I see "You don't have sufficient permission to make this request" when clicking on an Instagram ad comment timestamp?
Clicking the timestamp on a comment in Engage normally opens the original post on the native platform. For Instagram ad comments, this redirect depends on Instagram's API returning a permalink for that ad post.
When Instagram's API doesn't provide a permalink for a specific ad, Statusbrew can't complete the redirect and shows the error: "You don't have sufficient permission to make this request."
Despite the wording, this is not a permissions issue with your Statusbrew account or Instagram connection. It's an Instagram API limitation: the permalink data for certain ad posts is unavailable, affecting all third-party tools equally.
What you can do:
Open the ad directly in your Ads Manager to view and manage comments natively.
You can still reply to, hide, or delete the comment from within Statusbrew. Only the timestamp redirect is affected.
Why is the full caption not visible when another brand or user mentions us in a Facebook post?
When another Facebook user or Page mentions your brand in a post, Statusbrew only shows a preview of the post caption in your Engage inbox. To read the full caption, click the timestamp on the conversation to open the original post directly on Facebook.