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.