General Engage FAQs

General Engage FAQs#

How do I “Like” a Facebook Comment?#

To like a comment on Facebook, select the checkbox to the left of the message. In the upper right-hand corner you’ll see a “thumbs up” icon. Click this icon to issue a “like” on the message. Once you finish your conversation workflow and dismiss the conversation from your assignment queue, the “like” will be issued to the native comment.

What is this “thumbs up” icon I see overlaid on a message in Engage?#

This icon is present when your brand profile has already issued a “like” on this message (whether in Engage or otherwise).

Why does it say my protocol isn’t approved?#

In Engage, all protocols need to be approved before they can be used for conversation categorization. This is a safety measure designed to help manage your customer service or brand interactions effectively, ensuring that only up-to-date protocols are in use when handling your inbox.

A protocol will show as approved with a checkmark next to it. If a protocol is newly created or hasn’t been approved yet, it will not be available for use until it’s reviewed and approved by a user on your team.

To approve a protocol:#

1. Navigate to the Admin section of Engage.
2. From the left-hand navigation menu, select Protocols.
3. Find the protocol that doesn’t have a checkmark.
4. Scroll down to the History section at the bottom of the protocol details.
5. Check the Approval checkbox.
6. Optionally, leave an approval note to provide additional context (e.g., “Leadership approved this verbally during our monthly meeting”).

Once the protocol is approved, the checkmark will appear, and you can begin using it for conversation categorization.