In the dialog module, all messages, comments, and mentions of your social media channels come together. They can be processed, answered, and set to done.
An overview:
- Available platforms in the Dialog module
- Overview through filters & inboxes
- Ticket information
- Editing options for tickets that have been received
Available Platforms and Ticket Types
|
comments (on posts, not ads), direct messages, reviews, review comments, wall posts |
Google My Business |
reviews |
|
comments, mentions |
|
comments |
TikTok |
comments (only direct, no comments on comments) |
X (Twitter) |
direct messages, comments/mentions |
YouTube |
comments |
Using Filters and Inboxes
Predefined filters on the left side of the page help you keep track of tickets that you have received. The following table gives an overview of the criteria according to which tickets end up in the individual filters.
Filter |
Visible tickets |
All |
All tickets that ever entered the Dialog module of Communications Control |
Open |
All tickets with the status "Open" |
Priority |
All tickets that are older than 24 hours and have not yet been processed (status is "Open") |
Pinned |
All tickets that are pinned |
Assigned to me |
All tickets that are assigned to you |
In progress |
All tickets with the status "In progress" |
Done |
All tickets with the status "Done" |
Approvals |
All tickets for which an approval has been requested and not yet granted |
Outbound |
All tickets and related original posts that ever entered the Dialog |
A further limitation of the displayed tickets is available by clicking on the filter icon.
In the Inbox area, you can save additional filters, for example, for the individual platforms or channels. How to create an inbox is explained here.
Information Within Tickets
All inboxed tickets are tagged with channel, author, time, ticket ID, and status. This also shows how many likes the corresponding ticket has received.
The name of the author opens a detail page that provides an overview of the last interactions with this person. In addition, notes can be stored here, and labeling as an influencer can be made.
To put the ticket in the right context, the entire conversation can be opened by clicking on the ticket type. The original post is displayed with all associated responses. Here, all settings are available that you can also find in the ticket overview.
The button Set entire conversation to done, marks all messages of this conversation as Done.
Editing Options of Tickets
Via Communications Control, posts can be liked, and tickets can be replied to. Replies can be saved as drafts to be published at a later time. In addition, you have the option to request approvals for replies. The selected user receives a notification about the request and can confirm or reject it. If the request is confirmed, the answer will be published automatically.
The editing options include:
- Set ticket status ( open, in progress, done)
- Copy ticket text to clipboard
- Set to Done
- Like ticket
- Set sentiment
- Tag ticket
- Forward ticket as email (for external users)
- Assign ticket
- Reply to ticket
- Copy ticket URL
- Set reminder
- Pin ticket
- Create reply template
- Create content from ticket
- Show logs
- Hide ticket
- Show original post
- Delete ticket (both in Communications Control and on the platform itself)
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