Response Screen - STILINGUE Smart Care

Index:

1. Response screen
2. Ticket status
3. Criticality 
4. Sentiment
5. Like interaction
6. Hide interaction 
7. View original post
8. Mark as checked
9.  Reply to interaction  
10. Private response 
11. Remove interaction
12. Tags
13. Themes 
14. Interaction time
15. Internal notes
16. Email
17. Saved responses
18. GIFs
19. Responder
20. Elastic box
21. Emojis
22. Images

 

Respond to user interactions on your proprietary pages.

Within the STILINGUE Conversations area, it is possible to access interactions from all social networks connected to the tool and respond to various message formats such as inbox, comments, and mentions, among others. Additionally, you will be able to view all pages from different social networks at once.

 

Response screen

Interactions appear on the main screen within STILINGUE Conversations, 

as users comment, send inbox, and interact with the content of posts made on connected pages in your account. Here, the use of icons that are part of the user response is detailed:

 

 

1. Ticket status 

Allows the status of the ticket to be manually changed. For accounts that have enabled this functionality in the settings of STILINGUE Conversations, the Pending status is automatically changed to Responded as soon as the interaction is responded to in the tool. 

2. Criticality 

You can change the criticality of the interaction by selecting from the options: High, Medium, and Low. This feature is important for tickets that need to be prioritized by the team, some dissatisfied user or customer, or an opportunity that needs to be closely monitored by operators. 

3. Sentiment

The sentiment of each interaction will be automatically assigned by the tool. This functionality can be disabled in the Search Configuration. If you need to change the Positive, Neutral, or Negative sentiment within the STILINGUE Conversations area, this option is allowed manually. 

4. Like interaction

The option to like an interaction is valid for visitor posts, mentions, and comments made on the Facebook proprietary page. On Instagram, the like option is valid for messages sent through the inbox; on LinkedIn, for comments; and on Twitter, it is valid for mentions and comments. 

5. Hide interaction 

This option is available only for comments made on Facebook and Instagram owner page posts. When hiding an interaction on the conversation screen, the action will be replicated on the social network. You can show the interaction again by clicking on the undo action icon. 

It's important to note that even if the interaction is hidden, its rating data remains and is displayed normally in the report.

Note: another way to hide a post is to use a term blocking list. The action is performed directly on the social network (Facebook); read more about this possibility by accessing the link. When a post is hidden by the term blocking list, it is not collected by STILINGUE Smart Care. If the post is collected and then hidden on the social network, it will not be possible to respond using the platform. 

 

6. View original post

By clicking on this icon, you will be directed to the post within the social network.

7. Mark as checked 

The post can be checked manually. This function can be used to filter, organize, and locate selected interactions. 

8. Reply to interaction 

When you select this option, the user who made the interaction is automatically mentioned in the response to be written. The response will always be linked to the "parent" comment, or the interaction that originated the conversation.

Therefore, when mentioning other users who responded to the initial comment (and are in the thread), the response will be related to the parent comment.

Note: When responding to an interaction on Twitter via STILINGUE Smart Care, the response screen does not mark the profile of the user being replied to. However, this marking will happen automatically on the platform (except in the case of Direct Messages sent via inbox). 

9. Private response 

The Facebook private response feature was developed to send an inbox from a comment made on the page. Within the inbox, you can interact, reply to messages, and download files sent in pdf, xls, txt, csv, odt, ods, or docx, formats. To learn more about this function, visit the guide. 

Note: In the case of image and gif files, you can also click on the image with the mouse to expand it, as shown in the example below:

 

 

10. Remove interaction 

Allows the interaction to be deleted from the system and social network. With this feature, you can remove comments on Instagram and Facebook proprietary posts, but the functionality does not apply to all types of interactions on different social networks. 

It is important to note that if the first interaction in the conversation (that is, the one that initiates the sequence) is removed, the rest of the conversation with other comments will also be deleted.

When the option to remove interaction is available, note that the trash bin icon becomes more noticeable with a dark gray tone:

 

 

However, when an interaction cannot be removed on the platform, the icon appears faded and cannot be activated, indicating that the functionality is unavailable:

 

 

Note: after removing an interaction, you can find it by selecting deleted conversations from the filter. However, it cannot be retrieved in the search, as the action is irreversible. 

 

11. Tags

Select the desired tag for the interaction. It is possible to create a new tag in STILINGUE Conversations, which will be included in the Search Configuration. 

When adding more than 4 tags to an interaction, the platform will display only the 3 oldest tags added to that interaction along with the "More tags" button and a number representing the remaining tags. To display them, simply click the button. This same action can be reversed with a new click on the " Fewer tags" option that will appear after the last listed tag. 

 

 

12. Themes 

Unlike tags, it is not possible to add a theme that does not exist in the Search Configuration. To assign a theme to the interaction, select one that already exists for classification.

Interactions classified with more than 4 themes are displayed only with the 3 oldest themes added to the interaction, along with the "More Themes" button and the number of remaining themes. Follow the same process shown in item 12 to show all themes or resume the initial view.

 

 

12.1 Interaction time

In this field, the time at which the user sent the interaction to the proprietary page is displayed. The system rounds down the displayed time after a 1-day period, so until 24 hours are complete, the interaction will be shown with the time counting in hours (Sent 4h ago, 5h ago). 

This means that after the interaction exceeds the 24-hour period, the counting will be done in days: 2 days, 3 days, 4 days, and will only be modified upon reaching exactly 24 hours. Until then, the period of 1 day and 23 hours and 59 minutes, for example, will be displayed as 1 day. 

13. Internal notes

By including a note in this field, you and the attendants can communicate and make observations without the user being responded to having access to the content. This feature is an important ally in internal communication for companies, in addition to recording information used daily. 

14. Email

Allows forwarding conversations via email. If the sending is intended for more than one address, press "enter" after writing the first email and include another.

15. Saved responses

If you want to send predefined messages to page users, you can save these notes in the system. After creating the responses, you can choose to organize them alphabetically or in creation order, to locate them quickly whenever necessary. Read the guide and learn how it works. 

You also have the option to activate Smart Reply, a feature that assists in sending automatic responses based on the responses saved in the system. Understand how this feature works through the guide. 

Attention! Social media platforms have usage policies in their communities that must be taken into account when responding to users. Learn how these measures work by accessing the guide on Social Media Usage Policies. 

 

 

16. GIFs

Available for Facebook and Twitter, this feature allows the sending of GIFs as responses to users.

17. Responder

In this field, the name of the last respondent who sent a message to the user is highlighted. When responding to an action, the system automatically signals the name of the person responsible for the response only if this configuration is enabled in the General Settings area and if the conversation has not been assigned to any respondent. 

18. Elastic box

It is possible to expand the response box to better view the text. Check the maximum number of characters according to the limitations of each social network. Note that this limit applies to both the expanded and normal boxes:

• Facebook: 8000 characters;
• Facebook Inbox: 2000 characters;
• Instagram: 2200 characters;
• Instagram Inbox: 1000 characters;
• Twitter: 280 characters;
• Twitter Inbox: 10000 characters;
• Google My Business (GMB): 15000 characters;
• TikTok: 150 characters.

19. Emojis

One of the features available in STILINGUE Conversations is the sending of emojis for Instagram, Twitter, and Facebook. You can learn more about this functionality by accessing the guide. 

20. Images 

Image files of up to 1MB can be sent as responses to users. This functionality is available for comments on the Facebook page and Twitter inbox. 

 

For more information, visit the discussion on the subject at our community or videos on our channel. 😃