Engage allows you to assign specific items to your team members, allowing for a collaborative workflow and ensuring the right message gets to your audience.
What type of content can I assign in Engage?
In Engage, it’s possible to assign the following items:
An entire public or private conversation
An individual comment in a conversation
An individual DM reply
Assign can be performed on the conversation level or on individual messages. When assigning the conversation/post, all the messages in the conversation will be considered “invisibly” assigned. This is useful when you want to create a feed and be notified of new messages in the conversation.
When assigning individual messages, only those specific messages are considered assigned. This means that a conversation can be assigned to one person while individual messages within the conversation can be assigned to another person.
Once you've opened any conversation in Engage, look for the Assign icon. It can be found in the top, right-hand side of each conversation or by hovering over each individual DM reply or comment.
Who can I assign content to in Engage?
In Engage, you can assign content to:
Any Social Media Management user in your team(s)
An entire team
An email address
If you’re assigning an entire conversation, you can choose from any one of the above options. However, individual comments and individual DM replies can only be assigned to a Social Media Management user or a team.
Please see below in this article for more information on how to assign content to each recipient.
Assigning Engage content to a user or a team
To get started assigning content to a user or a team, please follow the steps below:
Click to open any conversation in Engage.
Click the Assign icon found in the top right-hand side of the post or by hovering over a comment.
Under Assign message to, use the dropdown to choose a team or team member.
Include a note if applicable.
Click Assign.
The selected Social Media Management user will receive an email notification. If you select a team, each user in that team will receive an email. The email will contain the name of the user who assigned the content, the channel, the network, the date and time the content was assigned, and a link to the post in Engage.
Assigning Engage content to an email address
It’s only possible to assign an entire thread to an email address. This means you can assign a post which may contain numerous comments, or a DM thread which may contain several replies, but it's not possible to assign each comment or reply to an email address individually.
You can assign a conversation to any email address, whether the email address belongs to a Social Media Management user or not. Please follow the steps below:
Click to open any conversation in Engage.
Click the Assign icon in the top, right-hand side of the conversation.
Click E-mail below the post preview.
Enter the recipient email address followed by a subject and a note (Note: Email address and subject are required).
Click Send.
The recipient will receive an email from notifier@falcon.io with the subject entered. The email will contain the name of the assigner, a preview of the conversation, a link to view the post in Social Media Management, and a link to reply to the assigner.
If the recipient clicks Reply to Assigner, this will begin a new email draft to the email address of the assigner in Social Media Management.
Note: In the email, the View in Social Media Management option will only successfully lead the recipient to the conversation in Social Media Management if they are a Social Media Management user and currently logged in.
Viewing assigned messages in Engage
In Engage, you can create a new feed to view messages which were assigned to you, assigned to your team, assigned to anyone else, or unassigned. Please see the steps below to set up your feed:
In Engage, click Create Feed in the top right.
Select Networks, Channels, Types, or Read status (if applicable).
In the Assignment filters, use the Assigned to options to choose Any or select yourself or specific team members using the dropdown.
Click Save Feed.
Tip: Alternatively, you can click My Assignments from the field at the top of the Create Feed menu. With this preset, you’ll see content assigned to you and your team.
Unassigning and reassigning in Engage
Whether an item has already been assigned to you or another user, it can be unassigned at any time. On the assigned item, click the highlighted Assign icon.
Next, either select Unassign... or Reassign.
