4Engage

Get Started With Engage

Engage displays message content both from your social network pages or accounts and your topics, and lets you perform actions on those messages. For example, you can see the number of likes and comments for a Facebook post, or assign a message to another person on your account so they can take action on it, to mention just a few. Messages will come in from the resources you have added as channels in Workflow and Automation or topics within Listen.

    Overview of the Engage Interface

    The first time you navigate to Engage, you’ll be presented with your message inbox, which works a lot like an email inbox. The messages coming in from all your channels will appear as message tiles. Existing columns display messages in the order of newest to oldest. Newly added columns display, by default, the latest activity first. But, since the message channel can customized to your liking, the displayed view depends largely on how you choose to configure your message channel.

    Menu Options

    Click the Engage menu button to display all apps that you have provisioned. The following list displays the menu options.
    • Home

    • Engage

    • Listen and Analyze

    • Publish (displayed if provisioned)

    • Content and Apps (displayed if provisioned)

    • Workflow and Automation

    • Social Station

    Overview of Message Tile Information

    Your message channel contains basic information about your messages in tiles.

    Unread messages an indicator appears along with the message timestamp. A message is considered unread when it's new, or if content has been appended to the message since you last read it. For example, if a user added a comment to a Facebook post.

    Read messages an indicator appears along with the message timestamp. Read messages display this way to let you know visually which messages have already been looked at by a member of your team. This way, you can easily make sure work isn't being duplicated.

    In each inbox tile the following is displayed:

    • Channel Type. This appears as an icon.

    • Author Name. The name of the author.

    • Channel Name. The name of the channel.

    • Message Timestamp. The time at which the message was received. This is displayed as a relative timestamp, for example: 5 minutes ago. If you hover over the relative timestamp, the complete timestamp appears in a tool-tip, for example: April 6, 2017 9:48 AM.

      Note: The complete timestamp is internationalized to display using a 24 hour clock, depending on your language settings.

      To modify the way the timestamp is displayed in Engage:

      1. Navigate to Workflow & Automation.

      2. Click My Profile.

      3. For Engage Timestamp Display, select one of the following options:

        • Absolute. Displays the full timestamp. For example: October 23, 2017 9:02AM.

        • Relative. Displays relative time. For example: 4 hours ago.

      4. Click Save Changes.

    • Message Preview. A short preview of the message.

    • Media Thumbnail. A thumbnail preview of an image or video, when they're included in the message. For messages that support multiple images, you can click on the image, then use the forward and backward arrows to scroll through the carousel of images.

    • Likes and Comments. Like and comment counts for Facebook, LinkedIn, and Instagram; retweet count for Twitter.

    • Metrics Icon. Click this icon to display the metrics for the message.
      Note: Your owned messages will remain in your inbox indefinitely. However, if you don't take action on your non-owned messages, like messages coming in from Listen, they will be deleted from your inbox after a week. This is to help make your inbox more manageable.

    Sort Message Tiles

    You can view your messages tiles in each column of your Inbox from Latest Activity, which is the default, Oldest Activity, Newest to Oldest, or Oldest to Newest.

    1. Navigate to Engage, then your Inbox message channel.

    2. Click the drop-down list for the column you want to sort

    3. In the Sort section, select a sorting option.

    4. In the Filter section, select a sorting option.

    5. Click Apply.

      The column is resorted.

    Use Filters

    You can filter your inbox to display only certain messages you want by selecting the Options Menu, then select Column Settings.

      Search Your Messages

      You can access search by clicking in Search for Something text box at the top of a message list view. The Search for Something text box lets you search all of the messages in the column.

      You can search for a full or partial term, but only a term that has five characters or more will return partial matches. Anything less will be searched as an exact term.
      Note: For searches performed in Chinese, Japanese and Korean, only a single character is required to return matches.
      To search for messages in a column:
      1. Enter your search criteria into the Search for Something text box at the top of a message list view.

        You can also use search operands. For additional information, refer to About Search Operands.
      2. Click the magnifying glass or press Enter.

        Messages matching your search terms will appear in the column, with the term highlighted.
      3. (Optional) Further refine your search by selecting All, Username, or Message option from the menu next the Search for Something text box.

        Note: You can perform bulk actions on the searched messages, by using the Bulk Actions menu. For information about bulk actions, refer to Bulk Actions.
      4. (Optional) To clear the search, click the X in the Search for Something text box.

        Guidelines for Search Operands

        Here are some search operands you can use in the Search for Something text box to find the messages that you want.

        Table Search Operands

        Operand Description
        - Including a - before a search term will exclude it from your search.
        * Use a * with a search term to make it a wildcard search. Here’s an example: Car* would return messages with “cars” and “carrots”. *at* would return “Athens” and “fat”.
        "" Surround your search in double quotes searches for that exact term only. For example: “kit” would return all mentions of “kit” but not “kittens”.
        OR Use OR with multiple search terms returns messages with either of those terms. So, for example, if you search Cats OR dogs, you will get messages that contain cats or dogs.
        AND Use AND with multiple search terms returns messages containing both search terms only. So searching cats AND dogs will show you only messages that mention both cats and dogs.

          View Messages

          You can view a message by clicking anywhere in the message tile. A detailed view of the message is displayed which includes any replies and comments. By default, comments are displayed in ranked order from Facebook, and replies to comments are displayed in chronological order. Administrators can customize the order in which Facebook comments are displayed.

          For more information about how to customize the order of the comments, refer to the Comment Sort Order (Engage Only) topic.

          While in the detailed view of the message, use the arrows to navigate to the next or previous message in the thread.

          Note: If you want a message to appear unread, select Mark as Unread from the message options drop-down menu.

          Show Details of a Message

          To view more details about a message:

          1. Click the Show Details link.

            The Message Activity panel appears, which lists the following activities:

            • Archive

            • Unarchive

            • Block and Delete (Facebook)

            • Hide (Facebook)

            • Delete

            • Like

            • Assign

            • Unassign

            • Edit Assignment

            • Quote Tweet (Twitter)

            • Reply Retweet (Twitter)

            • Repost (Sina Weibo)

            • Retweet (Twitter)

            • Send to Siebel

            • Send to Oracle Service Cloud

            • Add Attributes

            • Edit Attributes

          2. Click the Notes tab, to view any message notes that have been written in the message.

          3. (Optional) Add a new note by entering details in the Compose a Note text box, then click Compose.

            Note: The only person that can delete a note is the owner, or an administrator.
          4. (Optional) Change the display order of the notes by selecting Oldest to Newest or Newest to Oldest from the drop-down list.

            New Messages

            When a new comment or reply is made to a message that has already been read, an indicator appears to alert you that there's a new message in a thread that you have already read. When you open that message, only the unread message appears with an indicator.

            When new messages are received while you're in the platform, you aren't notified that there are new messages. Click the notification to view new messages in the list.

              Assign Messages

              If you're concerned that multiple users might try to work on the same message at the same time, then message assignment will solve this problem.

              On each message, you'll see the a lock icon. Before you start working on the message, click the lock icon. A message will be displayed in the Activity channel indicating that you have assigned the message to yourself, so no one else can work on it.

              Tip: You don't have to open the message to assign it to yourself. You can also click the lock icon in the message channel. The lock icon appears if you have message locking enabled. If you don’t have message locking enabled, you’ll see an assignment icon.

              If a message needs to be reassigned, an administrator can open the message, and reassign it in the Assigned to area.

              Note: The message assignment feature has to be enabled on your account by an administrator. If you want to use this feature, and don't see it on your account, have your administrator check the appropriate box in the Accounts section of Workflow and Automation. For more information, see the The Accounts Tab help artice topic.

              Whenever a message is assigned to a user, an email notification is automatically sent to the assigned user. Similarly, when a message has been marked completed by the assignee, an email notification is sent automatically.

              To disable email notifications when messages are assigned to you:
              1. Navigate to Workflow & Automation.

              2. Click My Profile.

              3. In the Profile tab, deselect the Send me Engage message assignment notifications option.

                Social Network Specifics

                The different social networks that are displayed as channels in Engage have specific options and actions you can perform on them. You can click the Options Menu icon to access the actions and options for a channel.

                Options Menu Icon

                When you're viewing a specific Facebook, Twitter, LinkedIn, or Instagram channels, or Facebook, Twitter, LinkedIn, or Instagram as a channel types, the following options are displayed in the Options menu:
                • Bulk Actions

                • Column Settings

                • Delete Column

                • Export Messages

                • Resize Column

                Facebook Pages of which you're an Admin

                If you're the admin of a Facebook Page, all messages and reviews that appear on the Page's time line will display in this channel, including status updates or admin posts, non-admin posts from outside users, and comments and star-rated reviews made on any of those posts. You can see the number of likes, comments and reviews for a post directly in the channel as well as when you click into the message. You also see private messages made from outside users to the page.

                Twitter Channels

                All tweets published to your account, as well as the number of retweets for your tweets, plus all the tweets published by others that are mentioning you, and also any direct messages sent to you. You can sort your Twitter messages by tweets, mentions, and direct messages.

                If the tweet you're viewing is part of a conversation you have been having on Twitter, you can display the entire history of that conversation inside the message. Just click the text labeled "Show History", and the conversation will expand to show all the tweets in the conversation.

                LinkedIn Channels

                All updates published to your company or showcase page, as well the number of likes and comments on those updates. You can read and reply to comments on your updates, but you can't delete comments due to an API limitation.

                Note: Engage only collects likes and comments on the last 50 updates you have made to your company or showcase page.

                Instagram Accounts

                All photos published to your account, as well as the number of likes and comments on those photos. You can read and reply to comments on your photos, and you can delete comments.

                Weibo Pages

                All posts made to your account, as well as the number of likes and reposts related to the posts. You can read and reply to comments on your posts, delete comments, and repost with or without comments.

                WeChat

                Only WeChat listed in the channel selection if you have at least one WeChat channel in your account.

                  Take Actions on Messages

                  One of the main things you'll want to do in Engage is take actions on your messages. This module describes what you can see and do with messages in Engage.

                    Use the Actions Menu

                    Locate the message that requires an action, and click the message. When the message opens, you’ll notice several icons in the message. The More Actions menu contains the majority of the actions you can perform. Click on the More Actions drop-down list and a subset of the following actions will appear:

                    • Add Attributes

                    • Archive

                    • Assign

                    • Block and Delete

                    • Delete

                    • Export

                    • Follow/Unfollow

                    • Hide

                    • Mark as Read

                    • Mark as Unread

                    • Quote Tweet

                    • Repost

                    • Repost with Comment

                    • Retweet

                    • Send Direct Message

                    • Send to Oracle Service Cloud

                    • Send to Siebel

                    Note: The actions displayed in the drop-down list changes depending on the channel and channel type in which the message appears

                    Add Attributes

                    Select this action to to add attributes to a message that you're sending. The attributes can be sent to Siebel and Oracle Service Cloud.

                    Archive

                    Select this action to move a message to the archive folder.

                    Note: This can be done only from the Actions Menu in the original message.

                    The message is removed from the Inbox column. If a new message is found on an archived message, for example if a Facebook thread you've archived gets a new comment, the archived message will be moved back into the Inbox column.

                    Assign

                    Select this action 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.

                    Optionally, the assignee 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.

                    Block and Delete

                    Select this action to delete a message, and block the user account that sent it. Blocking the user will also delete all other posts by this user, but won't delete private messages.

                    Note: This action is available only for Facebook. Only administrators of the Facebook page can remove the block.

                    Copy Message Link

                    Select this action to copy the Oracle Social Cloud message link to your clipboard.

                    Delete

                    Select this action to delete a post or comment. This will delete the post or comment from both Engage and the social network, if it's 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 trash can icon and Deleted next to the comment timestamp.

                    Note:
                    • Because of API limitations, you can't delete messages from LinkedIn. To remove LinkedIn messages, you must go to the LinkedIn website.

                    • Messages that come in from Listen can't be deleted. However, if no action is taken on the message, a Listen message will automatically be removed from the system after seven days.

                    Export

                    Select this action to export data from one or more channels. You will be required to specify the chanel(s), and a valid date range, up to a maximum of 31 days. An email containing the exported data is sent to the requesting user.

                    Follow/Unfollow

                    Select this action to follow or unfollow the Twitter user who posted the tweet.

                    Note: This action is available only for Twitter.

                    Hide

                    Select this action to hide comments from a post. Hidden messages are moved to the Hidden folder and aren't shown on the Facebook page.

                    Hidden comments are shown with ghost icon and Hidden next to the comment timestamp. You can unhide hidden messages and comments by clicking Unhide from the More Actions menu.

                    Note: This action is available only for Facebook.

                    Mark as Read

                    Select this action to to change the entire thread to read. Also, you can select this action in an individual comment to change a specific comment to read.

                    Note: You can mark all messages from a specific channel as read by filtering to one channel and selecting Mark as Read.

                    Mark as Unread

                    Select this action to to change the entire thread to unread. Also, you can select this action in an individual comment to change a specific comment to unread.

                    Note: You can mark all messages from a specific channel as unread by filtering to one channel and selecting Mark as Unread.

                    Quote Tweet

                    Select this action to publish a tweet from your Twitter account that references an original published tweet. When you select this option, the original text of the tweet will be auto-populated in the Original Tweet field. In addition, you can enter more text, up to a maximum of 280 characters, in the Message field.

                    The Quote Tweet button is disabled if you go above 280 characters, so you know immediately to edit your comments.

                    Note: This action is available only for Twitter.

                    Repost

                    Select this action to repost a message.

                    Note: This action is available only for Sina Weibo.

                    Repost with Comment

                    Select this action to repost a message with a comment.

                    Note: This action is available only for Sina Weibo.

                    Retweet

                    Select this action to retweet a message. When prompted, select the Twitter account from which you want to post.

                    Note: This action is available only for Twitter.

                    Send Direct Message

                    This option is available only in the following situations:

                    • Twitter: To send a direct message to another user. This option will only display if the message author is following your Twitter account.

                      Note: If the author of the tweet follows multiple accounts for your brand, you have the option to send the message from any of those accounts that are active in Engage.
                    • Facebook: To reply to a comment that has been made on a post where there's no existing conversation.

                    Note: Direct Messages aren't supported by Instagram and therefore not available in Engage.

                    Send to Oracle Service Cloud

                    Select this action to send a message to your Oracle Service Cloud account as a service request. This action item will appear only if you have entered your Oracle Service Cloud account information. When prompted, confirm your request to send the message. After the message has been sent, a new activity appeasrs in the Internal Activity for this transaction. After the message has been marked as solved in Oracle Service Cloud, another new activity is listed. You also receive a notification email.

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

                    Note: This isn't available for LinkedIn messages.

                    For messages that you're 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

                    Select this action to send a message to your Siebel account as a service request. This action item will appear only if you have entered your Siebel account information. When prompted, confirm your request to send the message.

                    After the message has been sent, a new activity appears 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 isn't available for LinkedIn messages.

                      Use Action Icons

                      The Action Icons provides you with a one click action to the most common tasks. Once you have opened a message, the Action Icons appear below the message. The Action Icons that are displayed depend on the message. Here’s a list of the possible Action Icons:

                      • Assign. The graphic for this icon is either a lock or a person, depending on your account settings.

                      • Comment. The graphic for this icon is a leftward pointing arrow.

                      • Reply. The graphic for this icon is a leftward pointing arrow, and is available only for Twitter messages.

                      • Like. The graphic for this icon is a thumbs up.

                      • Label. The graphic for this icon is a label.

                      • Archive. The graphic for this icon a filing box.

                      Assign Messages

                      • If your account has message locking enabled, and you click the lock icon, then the message be assigned to you.

                        Click the Assign action icon to assign a post to yourself.

                        You can remove yourself as the assignee, by clicking the Assign action icon again.

                        Note: Only administrators can unlock other users' messages.
                      • If your account has message locking disabled, then the person icon will appear.

                        Click the Assign action icon to assign a post to another user.

                      Comment on Messages

                      You can comment only on channels that you own. Also, you can't comment on Twitter messages: instead, you can use the reply action icon. For more information about replying to a Twitter message, refer to the following Replying to Messages, topic.

                      To comment on a message:

                      1. Click the Comment action icon.

                      2. Enter your comment in the Message text box.

                      3. (Optional) If you entered a URL and want to shorten it, click the Link icon in the Message text box, then select the URL shortener of your choice.

                        Note: The URL shorteners that are available to you depends on how your administrator configured dynamic link tracking. For more information about dynamic link tracking, see Set Up Your Dynamic Link Tracking in Admin.
                      4. Click the Comment button to post the comment.

                      Reply to Messages

                      The reply action icon appears only below Twitter messages. Replies to Twitter messages are considered new tweets. For other platforms you can use the comment action icon. For more information about commenting on messages, refer to Commenting on Messages.

                      To reply to a message:

                      1. Click the Reply action icon.

                      2. Enter your reply in the Message text box.

                      3. (Optional) If you entered a URL and want to shorten it, click the Link icon in the Message text box, then select the URL shortener of your choice.

                        Note: The URL shorteners that are available to you depends on how your administrator configured dynamic link tracking. For more information about dynamic link tracking, refer to Set Up Your Dynamic Link Tracking in Admin.
                        Note: The Link icon is disabled for Direct Messages because Twitter prohibits the use of vanity short links in Direct Messages.
                      4. Click the Reply button to post the new tweet.

                      Like Posts

                      Click the Like action icon to like a message.

                      Note:
                      • This action icon is available only for Facebook, Twitter, Instagram, and Weibo.

                      • You can like messages only on channels that you own, with the exception of Twitter, because because any tweet that comes in from Listen can be liked.

                      Label Messages

                      You can add labels to messages or comments. 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 Label action icon.

                      2. Type the label(s) in the Labels text box.

                      3. Click Confirm.

                      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, refer to the Automation Tab topic.

                      If Listen and Analyze is included in the plan that you have purchased, messages auto-labeled with indicators (both standard and custom) and sentiment will also be displayed. For Listen and Analyze topic channels that you have routed to Engage this happens automatically and, at this time, can't be modified or turned off. You also have the option of having your owned messages (messages from channels that you have authorized in Workflow and Automation) auto-labeled with indicators and sentiment. This functionality isn't 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. Consequently, there's a chance that new messages will temporarily appear without sentiment and indicator labels. As soon as the message has been processed, indicator and sentiment (positive, neutral, negative, or no sentiment) labels will be added to the message.

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

                        Perform Bulk Actions

                        You can take actions on multiple messages in a single column with a few clicks. For example, you might want to add labels to several messages at once. You can do this using the Bulk Actions feature.

                        To perform bulk actions on messages:
                        1. From the column in which you want to perform the updates, click the Options Menu, then select Bulk Actions.

                        2. Select the check boxes next to each message you want to update. Note: To select all of the messages, click the Select All option.

                        3. From the Bulk Actions drop-down list, select the action you want to apply to the select messages.

                        4. Click the Apply button.

                          Purge Messages

                          You can bulk purge Facebook and Twitter direct messages from the Engage database up to a specified date. Once these messages are bulk purged they will be gone forever. This action can't be undone. Any direct message that has been purged from the Engage database must also be deleted on social network, independently.

                          To purge direct messages:
                          1. Navigate to the Applications menu, click the arrow next to Settings, then select Engage.

                          2. Click the Purge Messages tab.

                          3. Specify a date in the Purge all Direct Messages up to this date box.

                          4. Click Purge.

                            The Purge Direct Messages confirmation dialog appears.
                          5. Click Purge.

                            Note: This action will purge direct messages from the Engage database. This action won't purge direct messages that have been sent to Service. This won't purge direct messages off of the social network.
                          6. Click Purge Forever.

                            The line item with relevant information about your purge is added to the Purge History table. If the line item doesn't appear, click the Purge Messages tab.

                            Types of Actions for Facebook Channels

                            You’ll see different actions if you're or aren't the administrator 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're the administrator of the Facebook Page you have added as a channel, you will see the following actions available on the message:

                            • Add Label

                            • Assign

                            • Archive

                            • Block and Delete

                            • View Post

                            • Like

                            • Mark as Unread

                            • Reply

                            • Hide

                            • Delete

                            • Send to Oracle Service Cloud

                            • Send to Siebel

                            • Like

                              Types of Actions for Twitter Channels

                              Here’s a list of the actions you can take on Twitter messages:

                              • Assign

                              • Archive

                              • View Post

                              • Like

                              • Mark as Unread

                              • Quote Tweet

                              • Reply

                              • Retweet

                              • Send Direct Message

                              • Send to Oracle Service Cloud

                              • Send to Siebel

                                Types of Actions for LinkedIn Channels

                                Here’s a list of the actions you can take on LinkedIn messages:

                                • Assign

                                • Archive

                                • Like

                                • Mark as Unread

                                • Reply

                                  Types of Actions for Instagram Accounts

                                  Here’s a list of the actions you can take on Instagram messages:

                                  • Assign

                                  • Archive

                                  • View Post

                                  • Like

                                  • Reply

                                  • Send to Oracle Service Cloud

                                  • Send to Siebel

                                    Types of Actions for Weibo Pages

                                    Here’s a list of the actions you can take on Weibo messages:

                                    • Assign

                                    • Archive

                                    • View Post

                                    • Like

                                    • Mark as Unread

                                    • Reply

                                    • Repost

                                    • Repost with Comment

                                    • Delete

                                    • Send to Oracle Service Cloud

                                    • Send to Siebel

                                      Types of Actions for WeChat

                                      Here’s a list of the actions you can take on WeChat messages:

                                      • Add Attributes

                                      • Archive

                                      • Assign

                                      • Add Attributes

                                      • Copy Message Link

                                      • Label

                                      • Mark as Read

                                      • Mark as Unread

                                      • Message Lock

                                      • Reply

                                      • Send to Oracle Service Cloud

                                      • Send to Siebel

                                        Filter Messages

                                        Filtering messages allows you to easily navigate through messages that you're managing within a selected column. By default, when you first open Engage, only the Inbox column is displayed. Based on your needs, you can add more filtered columns to your view. This topic explains the available criteria that you can use to create and modify columns in Engage.

                                          Overview of Columns

                                          You can add new columns to your Engage view at any time. When adding a column, you have filter options that allow you to curate exactly what you will see in your column. You can customize your experience easily by adding filtered columns to view precisely the messages you want.

                                          Inbox Column

                                          The first and default column in Engage is the Inbox column. Your Inbox column contains all your messages, read and unread. By default, this is the only filtered column for your messages, when you first open Engage.

                                            Overview of Folders

                                            You can modify your Engage view criteria at any time. One criterion that you can modify is the folder from which the messages are displayed. By default, the Inbox folder is selected; however, that folder can be changed to the Archived or Hidden folders. For more information about modifying folders in columns, see Modifying Column Settings.

                                            Archived Folder

                                            The Archived folder contains messages you have chosen to archive, so they no longer appear in your Inbox.

                                            Hidden Folder

                                            There are two types of messages that can appear in the Hidden folder: Hidden messages and Unpublished messages. When you hide a message or comment, it's hidden on Facebook and the message is moved from the Engage message Inbox to the Hidden folder. You can find those messages in your Hidden folder.

                                            Unpublished messages are used to create ads on Facebook, and since they aren't published to your regular Newsfeed and Timeline, by default don't appear in Engage. While Unpublished posts aren't visible by default, the functionality can be enabled. To enable Unpublished posts for your account, your administrator must check the appropriate box in the Account section of Workflow and Automation. For more information on enabling unpublished posts, see The Accounts Tab section.

                                            Once Unpublished posts have been enabled for your account, they will appear in your Hidden folder. Also, an Unpublished label appears on the upper right side of the message text for each unpublished message in the column. Hidden messages display a Hidden label.

                                              Criteria for Column Filtering

                                              You can control what messages appear in a column my specifying the following column filtering criteria:

                                              Content Type

                                              Content Types are the social networks and other data sources your messages are coming in from. This includes your owned Facebook, Twitter, and LinkedIn accounts, as well as Listen sources, including YouTube, RSS feeds, News sites, consumer reviews, and message forums.

                                              Channels

                                              Channels are the channels you have added through Workflow and Automation and topics you added to Engage from Listen. You can filter to only see messages from a specific channel by clicking on that channel from the list - it will be highlighted to show that you have selected it. You can select multiple channels to display at once. To remove a channel, just click on it again and the highlight will be removed.

                                              Message Filters

                                              Filtering by an authorized Facebook channel lets you view public (timeline) messages, private messages (the envelope button), all messages for the channel or reviews. Depending on the channels you select, you might be able to further configure the column by selecting message filters by type: All, Posts, Visitors Posts, Direct Messages, or Reviews.

                                              Note: Message filters appear only when you select a single content type. Message filters are available only for Facebook, Twitter, and Sina Weibo.

                                                Add Columns

                                                You can customize your Engage experience by adding columns that reflect your needs.

                                                To add a column:
                                                1. Navigate to Engage.

                                                2. Click Add New Column.

                                                3. Select the content type to include.

                                                  To include messages of all content types, select the All option.
                                                4. Select the channels to include in the Select Channels drop-down list.

                                                  To include all channels, select the All Channels option.
                                                  Note: WeChat is listed in the channel selection only if you have at least one WeChat channel in your account.
                                                5. (Optional) Select the message filters to include in the Select Message Filter drop-down list.

                                                  Message filters appear only when you select a single content type. Message filters are available only for Facebook, Twitter, and Sina Weibo.
                                                6. (Optional) Enter a name for the column in the text box.

                                                7. Click Save.

                                                  Modify Column Settings

                                                  You can modify the settings of an existing column to further refine your needs.

                                                  To modify the settings of an existing column:
                                                  1. Navigate to Engage.

                                                  2. From the column in which you want to modify the settings, click the Options Menu, then select Column Settings.

                                                  3. (Optional) Click the Folder arrow to modify folder options, then apply you edits.

                                                  4. (Optional) Click the Channels arrow to modify channel options, then apply you edits.

                                                    1. Select an option from the Select Message Filter drop-down list.

                                                    2. Select one or more languages from the Select Language Filter drop-down list.

                                                      Note: This filter is available only if a Twitter channel is selected.
                                                  5. (Optional) Click the Labels arrow to modify label options, then apply you edits.

                                                    1. Select the Any option.

                                                    2. From the Select Labels list, select one or more labels.

                                                    3. In the Show messages containing section, choose one of the following options:

                                                      • All selected labels. Displays messages in the column that contain all of the selected labels.

                                                      • Any selected label. Displays messages in the column that contain any of the select labels.

                                                  6. (Optional) Click the Date Range arrow to modify the date range, then apply you edits.

                                                  7. (Optional) Click the Assignment arrow to modify the assignment, then apply you edits.

                                                  8. (Optional) Click the

                                                  9. Click Save.

                                                    Delete Columns

                                                    You can delete columns from your Engage view when you don’t need the column anymore.

                                                    To delete an existing column
                                                    1. Navigate to the Engage.

                                                    2. From the column in which you want to delete, click the Options Menu, then select Delete Column.

                                                    3. In the Delete this column and its settings? dialog, select Yes.

                                                      The column is deleted.