Working In Engage With Your Team
Statusbrew Engage includes features like conversation assignment, collision detection, internal notes, and macros to improve team collaboration in managing social media conversations.
Statusbrew Engage helps you and your team monitor and manage all social conversations from different social networks in a single place. Collaboration is at the core of Statusbrew Engage, making it perfect for managing social conversations as a team.
Here are the features in Engage that make team collaboration smooth and delightful.
Assign Conversations
By default, all conversations in Engage are Unassigned. You can assign a conversation to a team member either manually or automatically using Rules to ensure faster response times and make sure the right person handles each conversation.
Your team members can receive a notification for conversations assigned to you to act fast on the response.
Read more: How To Assign Conversation To Team Members.
Collision Detection
Statusbrew includes a built-in multi-agent collision detection feature to prevent sending duplicate responses to the same conversation.
When a team member is replying to a conversation in Engage, a bubble with their profile avatar and a typing awareness indicator appears within the message stream and at the conversation level. Once the response is sent, the profile avatar automatically minimizes.
Read more: Multi-Agent Collision Detection
Internal Notes & Mentions
We prioritize single-channel communication to minimize noise. In Engage, you can leave internal notes on a conversation level and on the contact sidebar for your team. You can include @mentions users and user groups in these notes for targeted communication. Mentioned users are notified immediately.
Conversation History
Keep track of all actions performed in a conversation, who performed them, and when, to ensure that team members handle conversations according to your organization's policies.
To access conversation history, open a conversation in Engage and click (More option). Select Conversation history from the drop-down menu. This opens the Conversation logs dialog box, displaying every action taken in real time. Any user can view all actions by the team at any time.
Permissions & Visibility Control
While Statusbrew Engage is designed for collaboration, it also allows for personalized access. You can grant either view-only or full reply access to specific profiles or profile groups for selected users or user groups.
Additionally, you can control the visibility of customizations, such as Macros, Team Inboxes, Filtered views & Brand Keywords. You can choose to keep them private or share them with your entire team or even selected users or user groups. This flexibility ensures both collaboration and tailored access as needed.
Macros
If you’re constantly handling repetitive queries on social, Macros in Statusbrew help simplify your workflow. Instead of typing the same responses over and over, you can save them as reusable templates—cutting down your team's response time significantly.
Beyond quick replies, Macros can also automate routine actions like assigning conversations to the right team or moving them into a specific inbox, helping your team reduce manual effort and maintain a smoother, more consistent engagement process.
Read more: What are Macros & Macro Actions.
Reply As
If you have multiple profiles connected to Statusbrew, the Reply As option in the reply box lets you choose which profile to use when responding to a conversation. This feature works for profiles on the same social network and Twitter mention, Twitter quoted tweets and Twitter keyword conversations.
Views
You can filter conversations in Engage to sort and manage them. You can combine multiple filters to highlight specific types of conversations.
Some combinations of filters will be used often by you and your team. To save these filters, you can create views to quickly access them later.
You can also control the visibility of filtered views to create views for your team or for yourself.
Team Inboxes
Team Inboxes in Statusbrew improve team collaboration by organizing and routing relevant conversations to a shared and customizable inbox. You can manually move conversations, team inboxes, or automate routing conversations based on set criteria.
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
Notifications
Reliable notification systems make collaboration smoother. Statusbrew provides different ways to keep you and your team members informed about the activity happening in your Engage inbox. Each user can decide what notifications they receive and how they receive them.
Team Performance Report
The Team Performance Report provides a detailed analysis of your team's performance in handling conversations. It allows you to analyze the volume of incoming conversations, assess your team's workload, and identify areas for improvement.
Read more: Team Performance Reports