It’s easy to manage conversations across your social networks in one place with integrated messaging actions across Twitter, Facebook, Instagram and LinkedIn.
Clicking the More Actions overflow menu in the lower corner of a message shows the contextual message actions specific to that network. The available actions depend on the network from where the message was sent. For example, Retweet is an action that's available for a Tweet but not available for an Instagram comment.
Note: Sprout integrates with Google Translate for the language translation feature. Set up your default language in Settings > Personal Settings.
You can perform the following actions on messages:
- Save messages
- Complete messages
- Task messages
- Reply to messages
- Confirm message actions
- Delete messages
- Exporting threads
Perhaps you receive a message you’d like to come back to later: maybe it’s a Tweet of praise or a suggestion received via Facebook.
To save a message:
- Navigate to your Smart Inbox and select the profile(s) you want to review messages for.
- Click to access the overflow menu for the message you want to save.
- Click Save Message. The message moves to the Saved Messages view.
You can let your team hide messages that don’t require further action by giving them the Manage Message Status permission. This permission lets your team mark messages as complete, removing them from the main view in the Smart Inbox, so they can stay focused on what’s next.
To configure this permission for users:
- Navigate to Account & Settings > Settings > Users & Social Profiles.
- Select the user you want to enable this permission for.
- Select Manage Message Status.
- Click Save.
After you enable this permission, your users can mark messages as complete.
To mark a message complete:
- Navigate to the Smart Inbox and select the profile(s) from the Sources dropdown you want to review messages for.
- Select the checkbox for all the messages you want to mark complete.
- Click in the upper right of the screen to mark the message as complete. The message disappears from the Smart Inbox feed.
Note: By default, clicking the checkmark icon hides the completed message. To view all messages in the Smart Inbox regardless of status, disable the Hide Completed Items toggle under the Real-Time Activity Chart.
Hovering over a shaded checkmark icon on a message shows you who completed it.
Mark messages complete in bulk
If users have the Manage profiles & permissions company permission and Manage Message Status feature permission, they can also mark messages complete in bulk from the All Messages view in the Smart Inbox. This is a great way to clear out a bunch of completed messages. To mark messages complete in bulk:
- Open the All Messages Inbox View in the Smart Inbox.
- Click and then click Mark Complete in Bulk. A popup appears.
- Select the date you want to mark complete all messages on and prior to.
- Click Mark Complete.
As you work through the Smart Inbox, there may be a message that requires a response, but you’re not the best person to handle it. You can task messages to other team members to respond to.
To assign a message as a task, click on the bottom right of a message window.
The remains shaded on a message if a task was created, and the task assignment details appear when you hover over it.
Reply to messages
To respond to a message, click on the lower right-hand corner of a message. Sprout provides conversation history between your team and the contact within the reply modal for Twitter, Facebook, LinkedIn and Instagram messages. Reference those conversations to engage authentically with your audience as a unified brand.
While the reply experience in Sprout is similar across social networks, there are some notable differences between them.
A reply screen opens when you click on a Twitter message.
The reply screen shows the Tweet you’re replying to and a compose box. From the dropdown menu above the compose box you can select which profile your response will come from.
If the user you’re interacting with has open Direct Messages or you have a Direct Message history with the user, you can switch to Direct Message to respond.
Note: If the user you are interacting with doesn’t have open direct messages and/or you do not have a Direct Message history with the user, you may add a DM Link to your reply so that they may take the interaction from public to private. Advanced plan users may select one of two Suggested Replies beneath the Compose box when replying to a Twitter message. Learn more about Suggested Replies.
If your conversation moves to Direct Messages, you can facilitate real-time chat with a user within the reply window. Once the conversation is complete, you can mark all received Direct Messages complete to remove them from the Smart Inbox.
Twitter Hide Replies
You can hide Twitter @mention replies directly from the Smart Inbox. This ensures you can protect your audience and brand image by eliminating spam and insensitive content from your Twitter feed. Just like your reply action, click for the @mention reply and then click Hide on Twitter.
You only see the option to Hide on Twitter for @replies to your Tweet. After you hide the @reply, a banner appears on the message letting you know it was hidden. Click unhide on the banner to show the reply again.
Twitter Complete All Quote Tweets
You can Complete All Quote Tweets directly from the Smart Inbox or when replying to a message. You'd want to complete all Quote Tweets when a Tweet comes into your Smart Inbox that isn't relevant to any of your Brand Keywords. You can complete Quote Tweets up to 1,000 messages at a time. If there are more than 1,000 irrelevant messages in your Smart Inbox, perform the Complete All Quote Tweets action again until they're gone. This functionality will only complete current Quote Tweets in your Inbox, and doesn't automatically complete future Quote Tweets.
From the Smart Inbox, click the overflow menu and then click Complete All Quote Tweets.
When replying to a message directly, open the original message, click the overflow menu and then click Complete All Quote Tweets from the individual message.
A reply screen opens when you click on a Facebook message. Sprout supports both adding comments to the original post as well as replying to a comment in a thread.
If you have a Private Message history with the user engaging with your brand, you can take the conversation from public to private by clicking Switch to Private Message, or view your Private Message history at any time by clicking Private Message History on the left navigation area.
Facebook Hide Replies
You can hide Facebook wall posts and comments directly from the Smart Inbox. This ensures you can protect your audience and brand image by eliminating spam and insensitive content from your Facebook posts.
Just like your reply action, click for the wall or comment and then click Hide on Facebook. After you hide the comment, a banner appears on the message letting you know it was hidden. Click unhide on the banner to show the comment again.
A reply modal opens when you click on a LinkedIn message. Sprout only supports adding new comments to the original post.
To see your previous message history with the selected LinkedIn profile or page, click History in the left navigation area.
A reply screen opens when you click on an Instagram message, and a green bar highlights that message in the thread. Sprout only supports adding new comments to the original post.
To see your previous message history with the selected Instagram profile, click History on the left navigation area.
Note: Due to API limitations, Instagram avatars don’t appear and profiles appear as Private regardless of actual status. Click the Instagram handle to navigate to that profile natively.
Instagram Hide Replies
You can hide Instagram comments directly from the Smart Inbox. This ensures you can protect your audience and brand image by eliminating spam and insensitive content from your Instagram posts.
Just like your reply action, click for the comment and then click Hide on Instagram. After you hide the comment, a banner appears on the message letting you know it was hidden. Click unhide on the banner to show the comment again.
Confirm message actions
Once an action is taken on a message, the icon that corresponds to the action taken on the message turns blue. To see who completed the action, hover over the blue icon.
If you receive direct messages on Twitter or private messages on Facebook that contain unwanted information, you can delete these messages directly from Sprout.
To delete a message from your Smart Inbox:
- Identify the message containing inappropriate content.
- Click .
- Click Delete from Sprout.
The message is removed for the entire group.
If you're responding to a chat directly for Twitter or Facebook, you can delete individual messages containing inappropriate information. This is helpful if you're troubleshooting an issue with a customer, and they send personally identifying information within the chat. You can remove the PII, but keep the context of the conversation. To delete a single message:
- Click .
- Hover to the right of the message, and then click next to the message you want to remove.
- Click Delete from Sprout.
The message is removed from the conversation for the entire group.
You can also export an entire message thread to a CSV file for Facebook, Instagram and LinkedIn. This is a great way to share message threads with stakeholders, analyze conversation responses and keep up-to-date with any giveaways or raffles you ran from a singular post.
To export a thread:
- Navigate to the message thread you want to export either in the Smart Inbox or in the Reply window.
- Click .
- Click Export Thread. The Export and send CSV popup appears.
- Enter the email addresses you want to send the thread to.
- Click Send.
The email addresses you specify receive an email with the exported conversation. Note that you can't export Twitter threads at this time.