Working In Engage With Your Team
Statusbrew Engage has been fundamentally built with collaboration as its foundation. One of the biggest advantages of using Engage to handle social conversations is the ability to do so collectively with your team.
Engage allows you to create intuitive and highly functional workflows with your team. It has built-in functionality that allows hassle-free and efficient collaboration.
We hope you've already covered -
Here are the features in Engage that make team collaboration smooth and delightful Collaborative Features In Engage
To have a better understanding of how these features work, we recommend that you try these features along with this article.
1. Assign Conversations
Every conversation that comes in Engage is "Unassigned" by default. You can assign a conversation to any of your team members using the Assign feature in the details section of the conversation thread. Team members receive a notification for each conversation assigned to them.
How Can I Assign Conversation To A User/User Group?
2. Collision Detection
Statusbrew engage comes built-in with collision detection feature in order to prevent duplicate & multiple replies.
This enables you and your team to see which conversations each of you are viewing. You can see their picture next to the conversation live! If two users are on the same conversation in Engage, you can also see who is typing to avoid sending double replies.
3. Internal Notes & Mentions
We believe in single-channel communication to reduce noise. In Engage, you can leave internal notes for others about the conversation with any audience member. You can also leave an internal note on the contact sidebar if there's anything about the audience member. For e.g., they might be a lead.
These internal notes support @mentions, and you can thus direct a note towards any users or user groups. Mentioned users get notified about the internal note immediately.
Tip: Creating user groups helps you make your workflow smoother. Managing Users & User Groups
4. In-Conversation Activity
When you open any conversation in Engage, the conversation thread section displays every action taken on the conversation in real time. Any user can open a conversation to view all the actions taken on a conversation by the team at any point. This brings clarity and transparency while working in collaboration.
5. Permissions & Visibility Control
Although most of the statusbrew Engage features are meant to work in collaboration, we haven't skipped on personalization. You can either provide view-only access or full reply access for different profile/profile groups to user/user groups of your choice.
You can also toggle the visibility of customizations either only for you or you can choose to share it with your whole team. One such e.g., is 'Saved Replies'
6. Saved Replies
In order to keep your brand voice consistent and speed up the replying process, Engage comes with the ability to save replies. You can save replies for standard queries and use them directly in the reply box. While saving a reply, you get the option to share the saved reply with the entire team or save one just for yourself.
Save Time With Macros (Saved Replies)
7. Reply As
If you have multiple profiles connected to Statusbrew, Engage does not limit you. The Engage reply box provides you the "Reply As" option so you can freely choose which profile you want to reply to a conversation from. Although this only works for profiles on the same social network and conversations that are public. It does make handling multiple profiles with your team easier.
8. Custom Inbox Views
With so many filter options available, there always are a few combinations you & your team will use frequently. To avoid applying filters again and again, you can simply save a custom inbox view in Engage. The visibility of these saved inbox views can be customized, and hence you can create the ones needed for your team and also add the ones you need personalized.
How Can I Create & Use Custom Inboxes? How Can I Sort & Filter Conversations In Engage?
9. Notifications
With reliable notification systems and convenient channels, collaboration becomes smoother than ever. Statusbrew can be customized to send notifications for various actions to any team member on email, Slack, desktop, or mobile.
How Can I Set Up Engage Inbox Notifications?
10. Team Reports
Along with smooth collaboration, Statusbrew also offers insightful reports for your team members. Easily monitor the efficiency of your team workflows and individual user performance. The comprehensive Leaderboard reports on metrics like replies; conversations closed, response time, & more.
Understanding Engagement Reports
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