Message Actions

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.

Contextual_Options_Expanded.png

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

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:

  1. Navigate to your Smart Inbox and select the profile(s) you want to review messages for.
  2. Click image6.png  to access the overflow menu for the message you want to save.
  3. Click Save Message. The message moves to the Saved Messages view in the left navigation bar of the Smart Inbox.

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Complete Messages

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:

  1. Navigate to Account & Settings > Settings > Users & Social Profiles.
  2. Select the user you want to enable this permission for.
  3. Select Manage Message Status.
  4. Click Save.

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After you enable this permission, your users can mark messages as complete.

To mark a message complete:

  1. Navigate to the Smart Inbox and select the profile(s) you want to review messages for.
  2. Select the checkbox for all the messages you want to mark complete.
  3. 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.

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Hovering over a shaded checkmark icon on a message shows you who completed it.

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Task Messages

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.

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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.

Twitter

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.

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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.

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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 image6.png  for the @mention reply and then click Hide on Twitter.

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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.

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Facebook

A reply screen opens when you click image2.png on a Facebook message. Sprout supports both adding comments to the original post as well as replying to a comment in a thread.

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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.image8.png

Just like your reply action, click image6.pngfor 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.

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LinkedIn

A reply modal opens when you click on image2.pnga LinkedIn message. Sprout only supports adding new comments to the original post.

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To see your previous message history with the selected LinkedIn profile or page, click History in the left navigation area.

Instagram

A reply screen opens when you click image2.png  on an Instagram message, and a green bar highlights that message in the thread. Sprout only supports adding new comments to the original post.

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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. 

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Just like your reply action, click image6.png 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.

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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.

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Delete messages

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:

  1. Identify the message containing inappropriate content.
  2. Click Screen_Shot_2020-10-12_at_12.34.53_PM.png.
  3. Click Delete from Sprout.
    Screen_Shot_2020-10-12_at_12.03.45_PM.png

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:

  1. Click Screen_Shot_2020-10-12_at_12.34.22_PM.png.
  2. Hover to the right of the message, and then click Screen_Shot_2020-10-12_at_12.34.00_PM.png next to the message you want to remove.
  3. Click Delete from Sprout.
    Screen_Shot_2020-10-12_at_12.29.08_PM.png

The message is removed from the conversation for the entire group.

 

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