Engagements

In this guide you’ll learn about Engagements in the Moz Local platform.

Existing and prospective customers want to interact with you! The Engagements tab (inside the Conversations tab) is where you can do that in the platform.

The Engagements Inbox provides a centralized view of all unresolved engagements, allowing swift responses to messages that require your attention. What’s so great about that?

• You don’t have to individually click into each engagement in order to respond

• Open and new engagements are surfaced for urgency and priority

• Resolved messages are automatically cleared so that you can focus on what remains

You can use the text response box in the Inbox Tab to reply to your engagements by typing the desired text directly within the Inbox Tab and sending it with the "respond" button. You can also use the dynamic text field for more localized responses by clicking the “+” sign to add a localized field. Once you respond, the engagement will be automatically resolved and removed from the Inbox Tab.

The "More Actions" button provides an alternative method for you to respond to your Engagements. Click it to be directed to another page where you can

• manually respond

• respond through predefined actions

• respond through predefined template

• add images, GIFs or emojis

• utilize the localized field

• visit the engagement’s related location

• assign

• tag

• archive

• delete

• mark as resolved

When an engagement is responded to via the “More Actions” page, it will also be removed from the Inbox Tab.

The Engagement Status graph indicates:

• Total number of engagements over the last 7 days

• Open engagements associated with your rule over the last 7 days

• Past due engagement associated with your rule over the last 7 days

To ensure that a user responds in a timely fashion a rule can be set with a time limit using the following steps:

• Navigate to the Account, Location, or Group Click on the Conversations tab

• Click on the Rules tab

• Click “Add Rule"

• Name your rule

• Enter the priority

• Select “All Engagements” or a specific engagement type

• Select the Source

  • Account, Group or Location

  • This will be where the engagements come from

• Assign to a user if this for a specific member of your team

• Set a deadline

• Create the rule

• Navigate to the Engagements tab and click more to see the tab for your rule

• Additional options:

  • Message: This allows you to filter for specific keywords. If you were running a special for a product or service, you could create a rule to segment engagements about your special.

  • Author has: This is specifically for Twitter. We all know that influencers can have a big impact on a business. This allows you to segment out Twitter engagements based on a user’s amount of followers.

  • Sentiment is: This allows you to segment engagements based on the sentiment.

  • Mark as: This allows you to to quickly move an enagagement to the archived or deleted folder.

  • Set Tags: This allows you to auto set a tag for your engagements. If you were running a special, you could tag any conversations about this special with a chosen tag.

You can respond to comments, mentions and private messages on social networks by navigating to the Conversations tab and then selecting Engagements.

Here you can filter your different engagements by:

• social network

  • Facebook

  • X

  • LinkedIn

  • Instagram

• sentiment

• keyword

• location

• engagement type

  • comment

  • mention

  • private message

To respond to an open engagement, click the Respond button. If you are responding to a comment, a pop-up will display the original post along with all associated user comments.

Simply enter your response in the text box displayed at the bottom of the pop-up and click Respond. Your comment will instantly post on that social network, and your Engagement will be automatically marked as Resolved. Similarly, for private messages, you will be shown the entire message history and given a chance to respond at the bottom.

Comment tags are used to organize your Conversations and can be used in several instances:

• Assign To - assign an engagement to another user in the account

• Tags - organize your engagements into categories, making it easier to create rules and refine your filter views.

To use the feature, simply:

• find the engagement you’d like to tag

• select the person icon for Assign To

• select the tag icon for Tags

You can filter and sort your engagements. Options will be at the top of the Engagements page.

Filter by:

• social network

  • Facebook

  • X

  • LinkedIn

  • Instagram

• sentiment

• keyword

• location

Sorting tabs are located above the filter buttons/dropdowns. Here, you can sort by

• All Engagements

• My Tasks

• Comments

• Private Messages

• Negative Engagements

Marking an engagement resolved indicates that you’ve responded or decided to not move forward with engaging and tags that item as resolved. Deleting an engagement deletes it as a task for you to complete and tags the item as deleted. Here’s how to resolve engagements:

• Navigate to the Conversations tab

• Click Engagements

• Use Resolve Selected to clear selected notifications on the current page or one notification at a time, or

• Use the master checkbox next to Resolve Selected to check off all items on that specific page and then click Resolve Selected. When clicking the master checkbox you will also have the option to Archive Selected. Before the action is taken, you will need to confirm that this is actually what you’d like to do.

• If you want to resolve items that extend beyond the page, you can click the Resolve All button.