What actions can I apply to a Webcare message?

The structure of a Webcare message is as follows:

• Source Type: The platform where the message was published, such as Twitter, Facebook, etc., or, as in the example below, source type News Sites.
• Author of the Message: An account name or website that published the message. The author is clickable, allowing you to navigate to the author's page or the homepage of the website.
• Publication Date and Time: When the message was posted on the source. This publication date is also clickable, taking you to the original message on the source.
• Sentiment Bar: The color of the bar indicates whether the message has a neutral (gray), positive (green), or negative (red) sentiment. This is done automatically, but later in this chapter, we'll explain how to manually change the sentiment if the automatic sentiment is incorrect.
• Message Title: If a message, such as an article, has a title, it is displayed in bold above the text.
• Message Text: The first few lines of the message, including the bolded word found as a result of the set search query. Clicking on the message expands the full message in the conversation stream on the right.

At the bottom of a post in a stream, you have several actions. In this article, we explain them:

• Perform multi-action on multiple messages
• View in read-only modus
• Handling Webcare messages
• Complete message
• Save message
• Assign message to case owner
• Add tag
• Sentiment
• Marking a message as spam
• E-mail message
• Liking a message
• Retweet
• Logbook

Perform multi-action on multiple messages

It is possible to handle multiple messages at once. If you don't need to respond to messages, doing a multi-action can save you a lot of time. You select multiple messages at once by clicking on the selection box to the left of the desired messages. If you want to check all messages on the page, click on the selection box in the upper right corner (in the colored stream bar). Once you have selected one (or more) messages a light gray bar will appear at the top of the screen. Here you can do an action for all selected messages.

Note! If you do a multi-action using the selection box in the colored stream bar, you select a maximum of 25 messages. You can scroll further down the stream to edit more than 25 messages at once.

If you select finish, spam or save you will move the messages directly to the selected folder/status. When emailing, posting to a group, tagging or adjusting the sentiment you still need to handle the messages to remove them from the folder with open messages.

View in read-only modus

Handling Webcare messages

Click on a message to open it.

1. When a number in a white square “cloud” appears next to the title of your stream, Spotler Engage indicates that a new message is waiting for you. Click on this number to load the message into your stream.
2. Open the message by clicking on the white part of the message in the stream. After this, the “conversation screen” opens to the right of the stream.
3. Once the conversation screen is open, there are several options you can implement. Under your comment box, you add things to your message such as an image, shortened url, a standard reply or an emoticon.
4. Once you are satisfied with your message you have two choices:
   
   
   1. Responding and assigning
      Click 'respond and assign', you can then respond to the message and the message will be assigned to a colleague. For example, if your colleague needs to do something with the message afterwards. As soon as you click this button, a scroll down menu with colleagues to whom you can assign the message opens. This user will receive a notification in his Spotler Engage screen that a message has been assigned to him/her.
      
      
   2. Respond
      When you click the “respond” button, your response is sent immediately.

Want to know more about responding to Instagram Direct Message messages (DMs)? Then read the article: How do I respond to an Instagram Direct Message (DM)?

Delete message

If you have responded to a message but still want to delete the message, there is the option to do so directly from Webcare in Spotler Engage. If you also have incoming messages in Webcare that were posted using one of the linked accounts, you will see a trash can icon next to the other handling options (complete, respond, etc.). Clicking this will remove the message from the platform. You can also delete messages you send yourself. You must have the right to delete responses. Changing this right is done by checking “Delete responses from platform” in your role. After saving and logging in and out again, you can delete messages/reactions you have posted yourself in webcare.

Note! In order to delete your own messages, they must be visible in Spotler Engage. For example, if you have filtered out messages from your own account in webcare (NOT user:engage), you will not see them in webcare. You can then go to the 'responded to' tab in webcare. Here you will see the message you have responded to. If you click on it you will also see your response on the right side of the conversation. From here you can open the message in webcare via the button 'open in webcare' and delete it.

Workflow

Using a workflow, you can have a colleague approve your message before it is actually sent. When opening a message, you can link a workflow to the message. Workflows are set in the Settings. Read more about this in the article: Workflow.

Complete messages

If you've read a message and don't need to respond to it, you can mark it as completed. This removes the message from the open queue. After completion, the message goes to the completed messages queue, and you can proceed to handle the next message.

Save a message

You can save a message by clicking on the pin icon. The message is moved to the folder of saved messages so that you can pick it up or view it later. Users working in the same search profile will see all assigned messages in the assigned messages folder. In the top-right corner of the message, you can see the name of the user who saved the message.

Assign message to a case owner

You can assign a message within Spotler Engage to a colleague or role if you know the message will be useful to them or if they know the answer to a question. At the bottom of the message, you'll see the option to assign a message to a case owner.

Once you have selected someone, the message automatically moves to the Assigned Messages folder. Assigning a message is only possible to users of the same Spotler Engage environment. The user to whom you have assigned the message will receive an email and possibly, if the phone number is entered for this user, a text message.

Within Spotler Engage, there is a notification in the upper right corner below the bell. If you assign a message to a role, you can assign the message to multiple users at once. If the role has an email address or phone number entered, the users of this role will also receive a notification via email or text message. Once you have assigned a message, the message is moved to the assigned messages folder.

Add tag

You can start tagging posts to easily find the tagged posts in a report together.

You have the option of creating new tags here (if you have the right to create new tags), or selecting an existing tag. To create a new tag, click control+enter after typing in the tag. Once the tag is selected, it will become visible in the webcare message.

Deleting tags

Removing tags attached to posts is very simple. You go to the post and click on the cross to the far right of the tag.

Removing tags yourself is done in the settings.

Delete tags from multiple posts at once
You can select on the right side the posts whose tag you want to remove. Then click on the tag icon, at the top of the stream. You can see below that the tag “101” and “12 string guitar” are now selected. If you click on the tag or the check mark then the tag on these messages will disappear.

Adjusting tags

Changing and deleting tags is done in the general settings. You can read more about this in the article: Tags.

Sentiment

Spotler Engage automatically performs sentiment analysis, categorizing messages as positive, neutral, or negative. You can identify the sentiment by the horizontal line above the text in the message. The length of the color indicates the influence of the account. A gray line represents neutral, green for positive, and red for negative. If you want to change the sentiment of a message, click on the line and select the desired sentiment. A blue notification will appear, indicating that the sentiment has been changed.

Marking a message as spam

You mark messages that don't belong in the search query or are not relevant for reporting as spam. When you mark such messages as spam, only that specific message will no longer appear in the selection; other messages from the same person or organization will still appear. The spam button works only in Spotler Engage. A person or organization will not receive a notification about being marked as spam.

E-mail message

If you want to forward a message to people who are not using the Spotler Engage environment, choose the email option. Click the envelope icon at the bottom of a message.

You can send the message or an entire conversation (check 'send conversation' for this) through Spotler Engage or through your own email client. By default, the mail is sent through Spotler Engage. Spotler Engage is the sender of the mail and the mail is nicely formatted. If you want to send the email from your own name, you can do so by opening your own email client by clicking on the envelope. The way of sending you specify in the general settings. Go to Settings > General and indicate that you want to send the e-mail via standard e-mail client.

Note! ls you mail a message, it does not disappear from the open messages folder. If you are waiting for a reply to your e-mail, you can also save the message (pin icon) so that you can easily find it. From the saved message folder (pin icon) you can then handle the message by responding to it, completing it, etc.

Liking a message

When you hover your mouse over a message in Webcare, you'll see a heart icon among the icons that appear. This allows you to like a message. Clicking the like button expands all the accounts you can like with. The system checks whether it's still possible to like, and you click on the desired account to actually like the message.

Retweet

Click on a Webcare message so that the conversation stream opens next to the message. In the conversation stream, you'll find a Retweet icon (two arrows). The message will be posted on X from the default X-account that is selected.

Logbook

In the logbook, you can see who has interacted with or handled each message in the conversation. Clicking on the unfolded book icon in the message opens the logbook on the right side, where you can view all actions on the message.

Show/Hide

With this feature, you can hide public comments from your platform. This does not mean that it will be removed from your environment or excluded from your reports.

When you hide a comment on a post on your page:

• The comment will still be visible to the person who wrote it and their friends. This can help prevent unwanted comments. The comment will be hidden for everyone else.
• Replies to the comment will also be hidden. If you want to hide specific replies to a comment, you can select and hide each reply separately.
• If you only hide replies to a comment, the original comment will still be visible to everyone.