Streamline your daily workload by creating custom rules to accelerate your workflow in Engage Conversations with automation for tagging, editing sentiment, and hiding posts.

This article will cover:

Creating Rules

1. In your inbox, click Automation in the right-hand pane.

    

   

    

2. Select Create new rule

   

    

3. Fill out the following fields

   1. Title - give your rule a unique title so you and others know it’s purpose

   2. Description - provide additional context on the purpose of the rule (optional)

   3. Select social accounts - select from your connected owned social accounts. These are the same accounts available in all other areas of Engage (Publish, Conversations, Measure)

       

      

    

4. Specify the criteria, conditions, keywords, and phrases

   1. If an incoming message

      1. Includes words or phrases - applies rule if any defined word or phrase is in the message

      2. Does not mention words or phrases - applies rule if any defined word or phrase is NOT in the message

         

       

   2. Conditions

      1. All - ALL words or phrases must be present in a message to apply the rule

         • Ex. Dog AND Cat must both be present

           

          

      2. Any - ANY word or phrase may be present in a message to apply the rule

         • Ex. Dog OR Cat may be present

           

          

      3. Keywords and phrases

         • Separate words and phrases with a comma or by pressing enter.

         • Individual words and phrases must be an exact match (e.g. 'car' does not include 'cars')

            

           Note: You can add multiple criteria to a single rule,

           

    

   Note: More than one criteria can be applied to a single rule.

    

5. Specify the action(s) that should automatically take place. "...then take this action."

    

   1. Apply Tag - when the criteria selected in Step 5 match, automatically apply a tag to the message

      • Tags must already be created via the Content - Tags section to select them.

      • There is no limit to the number of tags you may select.

        

       

   2. Change Sentiment - when the criteria selected in Step 1 match, automatically change the sentiment of the message

      • You can only select one sentiment to apply

        

       

   3. Hide Post - when the criteria selected in Step 1 match, automatically hide the message on the native channel

      

      Note: You can add multiple actions to a single rule. For example, when a message matches the criteria, Apply tag, Change sentiment, AND Hide post.

       

6. Click Create

Limitations for Owned Social Accounts

Hiding and Deleting

• You can hide Facebook, Instagram, TikTok, and LinkedIn Comments and Replies

  • Note: For LinkedIn, “Hide” will completely delete the native post.

• All other social channels will NOT hide/delete (Google Business, X, YouTube)

Note: Hiding Posts does not include direct messages (DMs).

Editing Sentiment

• You can't edit sentiment for YouTube and TikTok (they don't allow us to detect sentiment at all - all will reflect "Not rated")

• You can edit sentiment on all other social channels.

Note: Automation doesn’t work retroactively.

Editing, Pausing, and Deleting Rules

1. Click Automation in the right-hand side pane. Your rules will appear in the slide-out.

2. Click the three action dots:

   1. Select Edit to make changes to your rule.

   2. Select Pause to deactivate your rule.

   3. Select Delete to delete your rule. Deleting a rule cannot be undone.

Rule Statuses

A label will show in the top right-hand corner of an inactive rule with its status. There are two statuses:

1. Paused: Your rule setup is complete but not active. Click the three-dot menu to activate it.

   

    

2. Blocked: Your rule settings are missing required information needed to activate the rule. Please review the automation rule settings. Click the three-dot menu and select Edit to update the settings.