Understanding Engage: Tags, Tiers, Protocols, and Data Fields

Understanding Engage: Tags, Tiers, Protocols, and Data Fields

Understanding Engage's Tags, Tiers, Protocols, and Data Fields







Where Can I Manage My Tags, Tiers, Protocols, and Data Fields?

The Admin Page of Engage is where you can add and manage Tags, Protocols, and Custom Data Fields to help you better manage and categorize pieces as they come in. Tier Selection is available within individual Protocols. Learn more about the Admin Page HERE.

To access the Engage Admin Page, simply click on your profile icon in the upper right-hand corner to access the System Menu. Then click the 'Admin' option from the dropdown menu.

What are Tags?

Tags act as analytics categories and can offer more precise breakdowns of what your customers are saying on your social media. Tags can be attached to protocols and applied directly to all inbound content.

NOTE: The tags available within Engage are NOT THE SAME as the tags available within DGTL Create. Any tags made in Engage will not populate within Create and vice versa.

How Do I Add New Tags and Review Existing Tags?

Once within the Engage Admin Portal:
  1. Click the 'TAGS' tab on the left.
  2. Now that you are on the Tags screen, you can review any existing Engage tags, edit them, or add new tags.
  3. To create a new tag, select the '+" button in the bottom right corner of your screen.
    1. You can input the new tag name and it's description (optional). Click 'CREATE' to save the tag.
  4. To edit an existing tag, click on it to open up its details.
    1. Adjust the tag as needed. Click 'SAVE' to save changes.


What are Tiers?

Tiers help determine the priority of a piece and help filter topics within Analyze. Tiers are applied within Engage's Protocols.
Each tier level requires increasing assistance for resolution:
  1. Tier 0: Inbound piece that may or may not warrant a reply or further work. For example: “I love your business!”
  2. Tier 1: Inbound piece that can be answered directly from your knowledge base or website. For example: “What time are your hours of operation?”
  3. Tier 2: Inbound piece that requires customer or situation-specific research and/or escalation to other team members. For example: “ Do you still have this item in stock?”
  4. Red Alert: High-priority inbound piece that could potentially be damaging to your brand reputation, a safety/legal issue, or a PR threat. For example: “I slipped and fell In your establishment and now I am in the ER!”


What is a Protocol?

Protocols provide you and your team guidance on how to deal with different types of digital interactions. Maintaining Protocols will allow you to exercise greater control of your brand's voice online and respond to messages quickly. Using Protocols is one of the first actions you take when responding to pieces in your Assigned Queue.

How Do I Add New Protocols and Review Existing Protocols?

Once within the Engage Admin Portal:
  1. Click the 'PROTOCOLS' tab on the left.
  2. Now that you are on the Protocols screen, you can review any existing protocols, edit them, or add new protocols.
  3. To create a new protocol, select the '+" button in the bottom right corner of your screen.
    1. You will be prompted to give several key pieces of information for your new protocol:
      1. Title (ex: Store Hours Question)
      2. Description (ex: someone is asking about your business's store hours)
      3. Example of the situation when this protocol should be used (ex: What time do you open on Monday?)
    2. Next, you can select the Action to be taken on the piece, as well as what Digital Channel this protocol applies to. Some examples of Actions are:
      1. Respond and Dismiss
      2. Do Not Respond, and Dismiss
      3. Like, Respond, and Dismiss
      4. Hide, Do Not Respond, and Dismiss
    3. Next, you can select the Sentiment of the piece this protocol applies to. 
      1. NOTE: Engage uses Google’s Natural Language Processing (NLP) to automatically determine the sentiment of each communication, but your team can always override the sentiment as you are responding to pieces in your inbox. Remember... computers have a hard time understanding sarcasm!
    4. Next, you can add one or more Suggested Responses for this protocol.
      1. These responses are available as you, or your team, are managing a conversation in Engage's inbox and are editable as you work so you can personalize your replies.
      2. You can indicate whether the response for this protocol needs to be an 'Exact Response'. This means you will not be able to alter the response text when this Protocol is selected.
    5. Next, you can add a Tier and your Tags.
  4. Once all your information is entered, click 'CREATE' to save your inputs.

What are Custom Data Fields?

Custom data fields let you manage information from your digital interactions such as Customer ID Numbers, Email Addresses, Phone Numbers, etc. Custom Data Fields are accessible within the Author Panel of your Conversation view.

How Do I Add New Custom Data Fields?

Once within the Engage Admin Portal:
    1. Click the 'DATA FIELDS' tab on the left.
    2. Now that you are on the Data Fields screen, you can review any existing data fields, edit them, disable them, or add additional fields you want to track.
      1. NOTE: Custom data fields cannot be deleted from Engage, you can only disable them. Disabled data fields can be re-enabled at any time.
    3. To create a new protocol, select the '+" button in the bottom right corner of your screen.
    4. Input your data field's Name, Description, and Data Type. Our Data Types Include:
      1. Text
      2. Options
      3. Checkbox
      4. Number
    5. Once all your information is entered, click 'CREATE' to save the data field.

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