Engage: Key Terms

Understanding Key Terms Used in Engage#

Key Terms#

There are some key terms you’ll want to be familiar with before diving into Engage. These terms may be used throughout our training modules, helpdesk/resource center, and within DGTL Engage itself.

• Piece/Item: Any single comment/message from a digital channel. The terms are used interchangeably.
• Conversation: An interaction between your brand’s digital channel and an individual user online. Conversations are made up of multiple pieces/items.
• Queue: A list of conversations or pieces/items. For multi-user teams in DGTLsuite, each individual has their own Queue alongside an ‘Unassigned Queue’ for unclaimed conversations. Advanced Enterprise subscribers may have additional queues available to them such as an Automation Queue or Chatbot Queue.
• Protocol: The guiding principle for using Engage. Protocols provide you and your team consistent guidance on how to deal with different types of digital interactions.
• Tier: Helps determine the priority of a piece and help filter topics within Analyze. Tiers are applied within Engage’s Protocols.
• Tag: Acts as analytics categories and can offer more precise breakdowns of what your customers are saying online. Tags can be attached to protocols and applied directly to all inbound items.
• Sentiment: Interactions are determined to be Positive, Neutral, or Negative. Usually determined by Engage’s NLP (natural language processing) analysis unless manually overridden by a DGTLsuite user.
• Claim: Pulls a conversation into your Assigned Queue so that you can manage it (i.e. issue a response, just tag and dismiss the item, escalate or re-ssaign to one of your other team members, etc.)
• Dismiss: Removes a conversation from your Assigned Queue.
• Re-Assign: An action available for multi-user teams in DGTL Engage if you want to move an item from your queue to another team member’s queue.
• Out-process: Sends a conversation outside of DGTL Engage. Only available to custom Enterprise DGTLsuite subscriptions.
• Inbound Piece/Item: Any single comment/message received through your business’s digital channel.
• Outbound Piece/Item: Any single comment/message sent through your business’s digital channel. (AKA Replies)