Engage – Frequently Asked Questions

 

General and Settings

Which unique keyboard shortcuts provides Engage?

CMD+Enter (OSX) / crtl+Enter (Windows) sends the response to the user.

 

Agents, Profiles and Profile Groups

No FAQs Found

 

Messages

How do I sort my messages?

Above your message list you will see two small icons to sort the messages by date, ascending/descending.

How do I reply to messages?

To reply to a message, click on it, then you will see the detail view including the text field.

How do I add an attachment or GIF to a reply?

Under the reply, you will see some icons, including the little paperclip. Click on it to add an attachment to your reply.

How do I add a text snippet to my reply?

Under the reply, you will see some icons, click on the left one to select and add a text snippet to your reply.

How do I edit the quotes of an email?

Under the reply, you will see some icons, click on the right one to edit the text of the received email.

How do I edit my email signature for one reply only?

Under the reply, you will see some icons, click on the pen to edit your email signature for this reply.

How do I archive my messages?

Messages are marked as done, when you click on the button with the checkmark and also when you click on the „Send & Done“ button under your reply.

How do I fav my messages?

To fav a message, click on it, then you will see the detail view including the menu in the upper right corner. Select it to find the option to fav.

How do I delete a message?

Find the option to delete a message in the options of the selected message.

How do I assign a message?

Move the cursor above a message to show the delegate-button.

What are tags and how do I tag a message?

Tags are keywords, which you can add to every message. Click on a ticket to see the detail view of a message, then select the menu in the upper right corner to add a tag. Afterwards you can find this message using this tag also.

How do I ask for feedback by an external person?

Click on a message to see the detail view of a message and select the menu in the upper right corner. Ask for feedback from an external person, just add the email address of the receiver and send it. The receiver will see a special website, where he/she can leave a note for you about this message. The person can not answer to the fan/user or do any actions (fav, retweet).

How do I add a note to a message?

Click on a message to see the detail view of a message and select the menu in the upper right corner to add a note to this message. This note is visible for you and other agents in your Engage account only.

How do I create a new message? How do I send a new email or tweet?

Click on the + button in the lower left corner to start writing a new email or tweet.

What are the differences between the social networks on Engage?

Based on the social network, the action are correspondingly. On messages created for Twitter, you will see a fav and retweet button. On Facebook messages you will find a delete and fav button, also a button to hide or delete the comment. On messages for Instagram you will see a delete button only.

What is the user history?

The user is a collection of requsts sent by this user/fan. Click on a message at your messagelist to see the detail view and click on the name of the fan/user at top to find the user history.

How do I filter my messages?

You can filter the open messages by selecting a preferred profile in the upper left corner: Additionally you can filter the messages based on the further agents in your account / profile group. Click on “other” to open this view.

 

Little Helper and Reports

What are Little Helpers?

Little Helpers are rules to do special actions for you and your colleagues automatically. They can delegate messages to agents based on addresses or word filter. Also the Little Helpers can like or reply to messages, hide user comments on Facebook.

How do I analyze my messages?

The message analysis is available on https://fanpagekarma.com/reports , you will find it when you click on the statistic icon in the upper right corner also.