How To: Responding Using Engage

How To: Responding Using Engage

How to Respond Using Engage







Introduction & Key Terms Reminder

There are a few key terms in Engage that you'll need to know before responding in Engage. Look at the article HERE if you're not familiar with them.
Now that you know all the basics of Engage, it's time to see them in action! Let's go through a common response workflow together.

Step-By-Step Response Workflow

STEP ONE: Selecting/Claiming a Piece
  1. In your ASSIGNED QUEUE on the left you will see a 'Claim New' button. This button should have a dot with a number hovering over it. That means there are unanswered messages in your inbox that need to be managed. Click on the 'Claim New' button to claim one of these unanswered conversations.
  2. Now that you've claimed the conversation, you can see a preview of the unanswered message in your ASSIGNED QUEUE.
STEP TWO: Opening the Conversation
  1. Click on the message in your ASSIGNED QUEUE to open up the full conversation. This will populate the CONVERSATION LANE (center column) with the piece and any  previous interactions with this online user.
STEP THREE: Setting a Protocol
  1. Click the checkbox on the left of the message.
  2. Now that your piece is selected, you'll notice the AUTHOR PANEL on the right now displays your list of Protocols. 
  3. Select the Protocol that is applicable to the context of this piece.
  4. Review the details of your selected Protocol to make sure it's the correct one you want to use to manage this piece. If it's not applicable, you can select a different Protocol from your list.
    1. Before setting the Protocol, you can manually add or delete any tags from the piece as needed. NOTE: Adjusting tags in this workflow does not permanently add them to the Protocol! If you want this new tag applied to all future pieces with this Protocol, you'd adjust it in Engage's Admin Page.
    2. You can also manually adjust the applied Sentiment of this piece before setting your protocol. Just select a different sentiment level from the Protocol.
  5. If everything looks good, you can set the selected Protocol by clicking the 'SET PROTOCOL' button at the bottom of the Protocol panel.
STEP FOUR, Option 1: Responding and Dismissing
  1. Click on the Reply workspace at the bottom of the CONVERSATION LANE and type your reply. NOTE: If the Protocol you selected has a suggested response or set response, you can click 'SET REPLY' in the Protocol to automatically populate your Reply workspace in the CONVERSATION LANE.
  2. Click the 'SEND REPLY' button in your Reply workspace. If you'd like to send your response as a private message to the user instead, you can click the toggle above the 'SEND REPLY' button.
  3. Now that your response has been sent successfully, you can deselect the piece by clicking the checkbox next to the original piece (now above your reply).
  4. Before closing/dismissing the conversation, there are a few additional actions you can take on the conversation with this user:
    1. Leaving a Note
    2. Adding user information to your Data Fields
  5. To Dismiss the conversation from your Queue, click the 'DISMISS' icon at the top of your Inbox in the upper right corner (looks like a box with an arrow pointing to the right)
STEP FOUR, Option 2: Dismissing without a Response
  1. Now that your Protocol has been set successfully, you can deselect the piece by clicking the checkbox next to the original piece.
  2. Before closing/dismissing the conversation, there are a few additional actions you can take on the conversation with this user:
    1. Leaving a Note
    2. Adding user information to your Data Fields
  3. To Dismiss the conversation from your Queue, click the 'DISMISS' icon at the top of your Inbox in the upper right corner (looks like a box with an arrow pointing to the right)

Claiming Pieces from the Overview

The Overview Tab is a great place to go to see a comprehensive real-time view of all inbound engagement activity across your connected digital channels. You're able to see what new conversations aren't being managed yet claim which pieces are important to respond to quickly.

Let's learn how to claim a piece from the Overview:
  1. Right click on the piece you want to claim and click 'CLAIM' from the options. The piece will shift from the Unassigned Queue into your Individual Assigned Queue. 
  2. Navigate back to your main Inbox View/Claimed Queue View by clicking the DGTL Engage Logo in the top left corner. 
  3. Click on the message in your ASSIGNED QUEUE (left column) to begin managing it.

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