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    Taking Actions on Messages - Classic

    One of the main things you'll want to do in Engage is take actions on your messages. Let's go through and talk about what you'll be able to see and do in Engage.

    Important Note: This documentation describes the Engage User Interface in its classic form. For equivalent documentation describing the Engage User Interface in its new form, refer to Taking Actions on Messages.

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    How to Take Action on a Message

    Click on the message you want to take action on, and when the message opens, you'll see several icons across the top of the message, one for each of the most common actions users take. The gear icon on the top right corner contains the majority of the actions you can perform - click on this gear icon and a drop-down menu of actions will appear.

    The actions you'll see in the drop-down will change depending on the channel and channel type the message is on.

    Message Actions

    Label

    Message labeling allows you to categorize your messages into groups and later filter your message list using the labels. This enables users to easily access the content that is most important to them. Labels can be added to messages both manually and automatically, depending on how your account is setup.

    To manually add labels to a specific message:

    1. Click Add Labels.
    2. Type the label(s) in the text box and press Enter to confirm.
    3. Click Save.

    To automatically add labels, you can setup an auto-label rule. This means that anytime specific words are used, a message is automatically assigned a specific label. For more information, see The Automation Tab.

    If Listen is included in the plan that you’ve purchased, you’ll also see messages auto-labeled with indicators (both standard and custom) and sentiment. For Listen topic channels that you have routed to Engage this happens automatically and, at this time, cannot be modified or turned off. You also have the option of having your owned messages (messages from channels that you have authorized in Workflow & Automation) auto-labeled with indicators and sentiment. This functionality is not on by default for owned messages. If you'd like this enabled on your account, please submit a service request.

    NOTE: Owned messages are always displayed in Engage as soon as possible. Hence, there’s a chance that you’ll temporarily see new messages without sentiment and indicator labels. As soon as the message has been processed, you’ll see indicator and sentiment (positive, neutral, negative, or no sentiment) labels added to the message.

    For information about bulk adding and removing labels, see Bulk Actions.

    Archive

    From the drop-down of the original message only, select Archive to move a message to the archive folder. The message is removed from the All stream. (Archive messages if you will not be taking any actions on that message.) If a new message is found on an archived message, for example a Facebook thread you've archived gets a new comment, the archived message will be moved back into the inbox so that you know it may need to be looked at again.

    Assign

    Click the Assign icon, or select Assign in the drop-down to assign a post to another member of the account or to a team. Available assignees are anyone with access to the selected bundle. You can include a message to specify why the message is assigned to that person or team. The assignee receives an email notification with the message and a link to the message. The assignee (optionally) can attach a note back to the assigner when marking the message as complete. Only the assignee or a member of the assigned team can mark the message as complete. Once completed, the assigner receives an email notification with the message and a link to the message. Anyone can reassign the message to another assignee.

    Delete

    Click the Trash icon, or select Delete in the drop-down to delete a post or comments. This will delete the post/comments from both Engage and the social network, if it is one of your owned channels. If a post has comments on it and the original post is deleted, then comments are deleted automatically. Deleted comments are shown with a red indicator circle to denote that it was deleted, although the original post was not. To find these posts once deleted, simply navigated to the Deleted folder at the top left.

    NOTE:

    • Because of API limitations, you cannot delete messages from LinkedIn. To remove LinkedIn messages, you'll need to do it on the LinkedIn website.
    • Messages that come in from Listen cannot be deleted. However, if no action is taken on the message, a Listen message will automatically be removed from the system after seven days.

    Direct Message (Twitter only)

    Click either the envelope icon on the Twitter message, or click Send a Direct Message from the gear drop-down.

    NOTE: These options will only display if the message author is following your Twitter account.

    If the author of the tweet follows multiple accounts for your brand, you'll have the option to send the message from any of those accounts that are active in Engage.

    Favorite (Twitter only)

    Click either the star icon on the Twitter message, or click Favorite from the gear drop-down. If the author of the tweet follows multiple accounts for your brand, you'll have the option to favorite the tweet from any of those accounts that are active in Engage.

    Follow (Twitter only)

    Open a message and click Follow from the gear drop-down.

    Hide (Facebook only)

    For non-admin posts and comments, from the drop-down, select Hide. Hidden messages and comments are moved to the Hidden folder and are not shown on the Facebook page. You can unhide hidden messages and comments by clicking Unhide from the drop-down.

    Like Posts/Comments (Facebook Only)

    Open a message on which comments have been left. Click the thumbs up icon that appears in the comment box to the right to like that comment from the page.

    Mark as Unread

    From the drop-down for the original message, click Mark All as Unread to change the entire thread to unread, or from the drop-down for the message or an individual comment, select Mark as Unread to change only specific messages to unread. Note: You can mark all messages from a specific channel as unread by filtering to one channel and selecting Mark as Unread.

    Reply

    Click the Reply icon inside the message popup, or click into the Reply message box. Type your message, and click Reply.

    • Facebook: Reply from the Facebook page on which the original message was posted. You cannot reply on Facebook pages of which you are not an admin.
      NOTE: If you have selected to allow replies to comments on your page, you also see a Reply option below each comment where you can reply directly.
    • Twitter: Reply to any message received from any Twitter account you have added. Select the account from the menu above the Reply message box.

    Retweet or RT with comment (Twitter only)

    From a Twitter channel (most likely a Twitter search), open a message you want to retweet. From the drop-down of the message popup, select Retweet or RT with comment. When prompted, select the Twitter account from which you want to post.

    • Retweet publishes the original tweet from your Twitter account as is with no edits or additions.
    • RT with comment autopopulates the message box with the original text of the tweet. Write any comments in addition to the original tweet. Keep the character count below 140. The Retweet button is disabled if you go above 140 characters, so you know immediately to edit your comments.

    Send to CRM On Demand

    If you have entered your CRM On Demand account information, you'll see a Send to CRM On Demand option in the message drop-down. Click this to send a message to your CRM On Demand account as a service request.

    After the message has been sent, you'll see a new activity in the Internal Activity for this transaction. You can mark the message as solved in CRM On Demand by selecting the checkbox and optionally adding a comment (Internal Activity will also be added for this action). A notification email will be sent to the original submitter if the CRM On Demand incident is closed by another user.

    The message will also automatically be labeled as CRM.

    NOTE: This is not available for LinkedIn messages.

    Send to Oracle Service Cloud

    If you have entered your Oracle Service Cloud account information, you see a Send to Oracle Service Cloud option in the message drop-down. Click this to send a message to your Oracle Service Cloud account as a service request. When prompted, confirm your request to send the message. After the message has been sent, you see a new activity in the Internal Activity for this transaction. After the message has been marked as solved in Oracle Service Cloud, you see another new activity listed. You also receive a notification email.

    The message will also automatically be labeled as Oracle Service Cloud.

    NOTE: This is not available for LinkedIn messages.

    For messages that you are sending to Oracle Service Cloud or Siebel, you have the option to add attributes to the message. You can add info to help give as much info on the customer as needed. You can enter info for: Product, Customer ID, Customer Email, Order ID, Region, Notes, and/or Upsell.

    Send to Siebel

    If you have entered your Siebel account information, you'll see a Send to Siebel option in the message drop-down. Click this to send a message to your Siebel account as a service request.

    When prompted, confirm your request to send the message.

    After the message has been sent, you'll see a new activity in the Internal Activity for this transaction. You can mark the message as solved in Siebel by selecting the check box and optionally adding a comment (Internal Activity will also be added for this action). A notification email will be sent to the original submitter when the Siebel incident is closed by another user.

    The message will also automatically be labeled as Siebel.

    NOTE: This is not available for LinkedIn messages.

    View Internal Activity

    If any of the actions above have been taken on a message, then an Internal Activity button displays at the bottom of the original message box. Click it to view an audit report of actions taken.

    Bulk Actions

    You not only can take actions on a specific message, but you can also take action on multiple messages at one time. Select the boxes next to each message you want to take action on, then click the action drop-down and select the action you want to apply to all those messages. You can also select every message by selecting the box next to MESSAGES at the top of the inbox.

    For example, if you select multiple messages and then select Add Label, the label you add will appear on every message you've selected.

    Actions for Facebook Channels

    You will see different actions if you are or are not the admin of a Facebook Page you've added as a channel in Engage. Let's go over the difference of what you'll see.

    Facebook Page - Admin

    If you are the admin of the Facebook Page you have added as a channel, you will see the following actions available on the message:

    • Add Label
    • Assign
    • Archive
    • View Post
    • Mark as Unread
    • Mark All as Unread
    • Reply
    • Hide
    • Delete
    • Send to Oracle Service Cloud
    • Send to Siebel
    • Send to CRM On Demand
    • Like
      •

    Actions for Twitter Channels

    The actions you can take on Twitter messages are:

    • Assign
    • Archive
    • View Post
    • Mark as Unread
    • Reply
    • Retweet
    • RT with Comment
    • Follow
    • Favorite
    • Send Direct Message
    • Send to Oracle Service Cloud
    • Send to Siebel
    • Send to CRM On Demand
      •

    Actions for LinkedIn Channels

    The actions you can take on LinkedIn messages are:

    • Assign
    • Archive
    • Mark as Unread
    • Reply
      •

    Actions for Instagram Accounts

    The actions you can take on Instagram messages are:

    • Assign
    • Archive
    • View Post
    • Mark as Unread
    • Mark All as Unread
    • Reply
    • Send to Oracle Service Cloud
    • Send to Siebel
    • Send to CRM On Demand
      •

    Actions for Weibo Pages

    The actions you can take on Weibo messages are:

    • Assign
    • Archive
    • View Post
    • Mark as Unread
    • Mark All as Unread
    • Reply
    • Repost
    • Repost with Comment
    • Delete
    • Send Direct Message
    • Send to Oracle Service Cloud
    • Send to Siebel
    • Send to CRM On Demand
      •

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