Replying and saved replies

Reply to a conversation

1. Open the conversation in Engage.

2. Type in the reply box, or select Suggest reply to have AI draft one for you.

3. Press Cmd/Ctrl+Enter or select Send.

Your reply is posted on the network, as the channel.

Saved replies

Saved replies are ready-made answers for common questions.

Create one: go to Engage → Settings → Saved replies. Fill in a Name, the Reply text and an optional Shortcut, and choose a brand. Use {{author}} for the person’s name and {{brand}} for your brand name.

Use one: type / followed by the shortcut in the reply box (for example /hours) and press Enter, or select Saved replies and search. Each reply shows how often it’s been used.

Hide or delete a comment

Open the ⋯ menu on a message:

• Hide: hides the comment from the public on networks that allow it (Facebook, Instagram, Threads). Select Unhide to undo.
• Delete: deletes the message on the network too.

Notes and tags

• Notes: internal comments for your team. Customers never see them.
• Tags: label conversations (up to 20 per conversation) and filter the list by them.

Contact history

Select Open contact history in the thread header to see every past conversation with that person.

Hide emails and phone numbers

Admins can turn on Engage → Settings → Message masking → Mask emails and phone numbers. Teammates then see emails as ***@*** and long numbers as ***. Admins always see the full text.

Note

Suggest reply needs AI to be switched on for your workspace. Some networks don’t allow replies to every kind of message; then you’ll see Replying is not supported for this channel yet.