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Engage for Beginners
Basic information and tips that you need
What is Engage?
Engage is a product that enables you to manage all your social media accounts in one inbox quickly and securely. After connected through your Facebook, Instagram, and Twitter accounts; You can response to all questions and comments in one inbox, You can keep a record of all info about your customers and each activity on Engage, You can measure the performance of your Customer Services Team.
Congratulations! Our team completed all your authorization process and you are ready to login to Engage. You will receive an email including the necessary information to login. You should log in the system through the links you get. If you couldn't get en email, we would like to ask you to check your spam folder. In case that you still don't have the email, please click on Forgot Password button in engage.monitera.com.
Connecting Twitter Accounts
Congratulations, you are in now! In order to go on, you need to connect your brand or brands’ Facebook, Twitter, and Instagram accounts. All accounts related to any brand or brand group can be connected to a single workspace. With our team, we are here to help how to group your social media accounts. You need to click on the green Connect Button on homepage for connection. You will see three
Adding Twitter Search
You can reach and answer not only the mentions and DMs of your brand’s accounts, but also the contents including your name or any hashtag that you interested in. In order to see these results, you need to add Twitter search query. To add this query, you need to click on the +Search button which is next to your connected Twitter account. Then you need to follow these steps in order: Give a name on your search, Choose which language you prefer for your search, Put the monitored words wi
Connecting Facebook And Instagram Accounts
To connect your brand's Facebook Account, you first need to login the Facebook account through a Facebook profile, who is an admin to the page by using the same browser. Then you can follow the below-mentioned steps to successfully complete connection: Click on Connect button for Facebook on the Engage Connection page, When you click, Facebook will ask your authorization, give the permission for your own account. Then, you can see a
By establishing your workspace settings, you can measure your performance more accurate and you can manage your accounts more efficiently and fast. You can see your workspace settings by clicking on Edit button. Let’s see what is in each part of settings by one by: Details: In this tab, you can change color preferences, title, and your logo for workspace. This is especially helpful
Dashboard And Managing Accounts
Since the workspace settings are done, you are ready to reply users through Engage. Let’s begin! You first need to go on Agent tab via Panel button to manage the accounts.
When you click on Panel button, you are directed to Agent screen, where you manage your cases. The left side of the screen is for case lists and consists of three different parts: Me Pending Open Me: In "Me" tab, you can list all open or pending cases which are assigned to the user account you login. Pending: In "Pending" tab, you can see all currently pending cases independent from assigned agent. Open: In "Open" tab, you can see all currently open cases independent from as
On Engage Panel page, the second tab of the upper menu is Inbox. Inbox is a page where you can filter cases and make multiple actions as closing or deleting the selected cases. The left of the page is for the filter criterias where you can filter the cases by choosing the criterias. When you click on Apply button for the criterias, all cases as accordance with this filter will be ordered from the newest to oldest.
By Supervisor tab, you can be updated about last situation of your workscace and decide how to design your future actions. With Supervisor screen, you can see how many... Open, Pending, Closed, Deleted case you have and which platform these cases are in. Also, daily case changes, most used categories, close tags, numerical distribution, and details on agents are available on this page, too.
Through Report page, you can measure performance of your workspace both in cumulative and based on individual of the agents. The first graph in Report page is the value of SLA which is calculated according to your previous settings. Then you can see the graphs on waiting time on queue of unassigned cases and the timing of your first answers. On the next page, You can see the graphs on the timing of closing of cases. On the last page, there is a table for an agent-based overall assessment.