ENGAGE – Community Management
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ENGAGE – Community Management

Welcome to Fanpage Karma! In this video we will show you how to use Engage. Engage is a large inbox for all your social media messages and your emails. This way, you and your team don’t have to have a thousand tabs open at once and you can save a lot of time answering requests. Let’s get to it! At first, you need to decide what messages you want to receive. Go to your settings and profiles and click on add profile. Choose a network, pick a page and click safe. The profile now appears under profiles. Further down you can see that one added Facebook Page actually contains 4 profiles: direct messages, page posts, user posts and mentions, as well as ratings. Every added profile appears in at least one profile group that you can create yourself. You could, for example, create one for each client or each team. Like this, you can seperate different areas of responsibility. If you don’t create a profile group yourself, the profiles will be added to a default profile group. Now you can start using Engage. On the left side, you can see the selected profile group. Below, you can choose to see the messages of a specific profile or all messages at once. There are different folders for incoming messages. In this example, there are two coworkers. Each one has their own inbox. You can tell that a message is assigned to a coworker by the little avatar. Also, there are messages that are not yet assigned to anyone. The center displays all messages of a selected folder. You can already perform certain actions without opening them. The actions you can take are a little bit different depending on the network. You can, for example, like, hide, delete, assign or check messages. Clicking on a message opens the chat view that allows you to write a response. You can use templates, that you created in the settings, and add GIFs or other attachments to your message. Click on the three dots to find more actions that you can take. The feedback function is another practical feature. It allows you to ask for the opinion of people outside of your Engage team. Click on ask for feedback, fill in the request form and send. The feedback request now shows as an internal note in the chat. The external advisor receives an email with your request. They can look at the Engage conversation and make comments. The comment again appears in the chat as an internal note. When you are done with a conversation you can mark it as done by checking it off. You can still find it in the “done” folder. Bulk actions can help you to handle multiple messages at once. This is a huge time-saver! We created Little Helpers that can take work off your hands in different ways. Here are some exaples. A Little Helper can perform certain actions at certain times. Let’s say your community managers are working from nine to six. You can create a Little Helper to hide all user posts that are posted outside these hours. This way you don’t have to worry about inappropriate comments or the like at night. You can sort through and unhide the user posts in the morning. Another type of Little Helper searches for certain keywords and word combinations in your messages and reacts in defined ways. It can, for example, hide comments that contain swearwords. You can also employ a Little Helper to check all comments that contain mentions. This saves a lot of time! Surely you can think of more combinations that are helpful to you. Click on the symbol at the top right to open the statistics of your community management. It shows you how well you and your team are responding to requests of your audience.
To sum up, Engage can help you in many ways to fasten internal processes so that you can take best care of your community. We hope you enjoy it!

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