Reply Approvals

Replies are critical when dealing with feedback about your brand or business on social. The faster the reply, the better the customer service and the more likely audiences are to engage with your brand again and again.

The Reply Approvals workflow enables oversight into message replies to ensure your responses to your audience are on-brand, compliant and error-free. More consumers are turning to social media for customer service and the caliber of support is important. Reply Approvals give you and your team a dedicated space in the Smart Inbox, along with a seamless workflow, to organize and track replies to both public and private messages.

Note: You must have Can Reply or Full Publishing profile permissions to use the Reply Approvals workflow.

Looking for our Reply Approvals workflow for mobile? Check out this helpful article.

Reply Approval Notifications 

Sprout recommends turning turning on email notifications to stay on top of your Reply Approvals. You receive both in-app and email notifications when you’re sent a reply approval or when your reply gets approved, rejected or deleted.

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Approvers can leave notes for rejected replies and these notes appear in your notification email.

Submitting a reply for approval 

When messages come in, whether public mentions or private messages, it’s important to post a reply quickly to your audiences. 

As a best practice, enter multiple replies to give your Approver a variety to choose from. You can’t edit replies once you submit them, and this can cause a delay in how quickly a response can get out to your audience. With multiple options to choose from, Approvers can select which response is best for the message, without worrying about edits. 

To submit a reply for approval:

  1. Navigate to the Smart Inbox tab.
  2. Select the inbound Message you want to respond to.
  3. Click image6.png, and then enter your response.
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  4. Click the Select an approver dropdown to select people on your team to review your message. Note: If you select multiple Approvers, only one Approver needs to approve the reply to send it.
  5. Click the drop-down in the bottom-right of the response message, and then click Submit for Approval.

Responding to replies 

If you’re an Approver, you receive a notification in the Notifications Drawer or via email when a reply is awaiting your approval, depending on your notification settings.

To respond to a reply:

  1. Click the notification, and then click View pending reply. The Message appears in the Smart Inbox.
  2. Decide the course of action you want to take for the reply.
    • Click image4.png to approve the reply and publish it.
      • Note: If you approve a reply with multiple pending replies, a popup appears to alert you of the potential reply conflict. Click to Approve this reply, reject others or Approve this reply, keep others.
    • Click image7.png to reject the reply and provide reasoning as to why the reply wasn't appropriate.
    • Click image3.png to delete the reply and write a new reply.

Viewing Reply Approvals

You can check the status of Reply Approvals in the Reply Approval tab. In this tab you can see pending, approved and rejected replies to your inbound messages.

To view Reply Approvals:

  1. Navigate to the Smart Inbox tab.
  2. Click Reply Approval on the left-hand navigation panel.
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  3. Search your Reply Approvals by selecting Newest to Oldest or Oldest to Newest from the drop-down at the top of the screen.
  4. Filter your Reply Approvals by:
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    • All Groups or single Group - toggle on/off the Show replies from all groups filter.
    • Approval Status - select Pending, Approved or Rejected.
    • Authors - select the author's name or search for the author's name in the Refine Authors search bar.

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