Community Inbox

Community Inbox organizes your account feeds into a neat folder-like structure that you can customize to boost your social media interactions with your fans and users.

Glossary

Community Manager
A user of the Emplifi platform who interacts with your followers in the Community feeds.
Follower
A user of the page or profile that the Community Manager deals with on the Emplifi platform. In other words, it can be your user, your customer, or your fan.

Prerequisites

For more information, see Get Started with Community.

Feeds

A feed is a preset or custom entity that lists Community message based on certain criteria. These criteria are sometimes static (Incoming, Sent), sometimes dynamically depending on how you, a Community Manager, set up and combined the filters (for information, see Set Up Filters in Community Feeds).

Preset feeds

All Incoming
All the incoming messages for any kind of message type.
Assigned to you
All the incoming messages that have been assigned to you.
Mentioned you
All the incoming messages where you mentioned in the chat (internal notes).
For approval
All the outgoing messages that are waiting for the Community Manager’s approval to be published.
Sent
All the outgoing messages that have already been successfully published, including the "outgoing" posts of the profiles.
Publishing problems
All the outgoing messages that cannot be published due to some platform problem and possible solutions.

Custom feeds

You can set up custom feeds as global, for your entire Emplifi account, or as private feeds visible only to you.

A custom feed is essentially a specific configuration of filters that you can easily save as a feed (see “Save a filter as a feed” in Set Up Filters in Community Feeds).

Global feeds
A custom feed visible to the entire account and editable only by enabled Community Managers.
My feeds
A custom feed is visible and editable only to the Community Manager who created it.

Managing feeds

Only authorized Community Managers can manage global feeds.

To enable (or disable) a Community Manager to manage global feeds, follow these steps:

Go to Settings.
Click Roles & permissions.
In the Account roles tab, click the role that you want to assign the Community feed privileges to.
Click Community & Publisher.
Enable the Create, Edit & Order global feeds option.
Click Save.

Community Managers can:

create feeds
name feeds
edit feeds
duplicate feeds
remove feeds
set to private or global, if:
- the Community Manager is authorized to create global feeds
- the Community Manager (private feeds) or the account (global feeds) have not reached the quota limit (check the limitations section below).

Feeds limitations

Maximum amount of custom feeds:

Each Community Manager can save up to 15 private feeds (My feeds).
Once you reach the limit, you can no longer create a new feed until you delete another feed of the same type.
Each account can have up to 30 global feeds.
- Only authorized Community Managers can manage global feeds.

Feed counter update

The counter is the number next to the feed name. It counts the number of messages according to the filter applied to the feed and the global filters.

The counter of the inactive feeds is automatically updated every 45-60s.
The counter of the active feed is updated real-time.

Global Inbox settings

Global settings are settings that apply on top of any feed or filter selection. For this reason, they cannot be saved as the setting of a custom feed.

These settings are stored by the system for each Community Manager - each Community Manager can have a different set of global settings based on which settings are applied.

Global settings overwrite filters.

Display done messages

The Show done messages toggle allows you to display or hide all the messages where the status is set to Done. The default state of this toggle is OFF (so that the messages marked as done are hidden).

Based on the width of your browser window, the toggle may appear without the text description.

Date and time range selectors

As a Community Manager, use the date range selector to limit the number of days included in the results.

Static date range
Select the start date and the end date to define the time period.
Running date range
Select one of the presets to display a running date range that updates every day (for example, Last 7 days + today).
The default is the Last 90 days corresponds to the maximum amount of data available in Community.

The time selector allows you to specify the period within a day to display the messages just from the specific part of the day.

Sort by criteria

By default, the messages are sorted by date ascending. In other words, it shows the oldest first.

All the following can be sorted ascending or descending.

Date
Priority score
Engagement rate
Follower count (Twitter only)
Likes
Comments

Multi-selection and bulk operation

Multi-selection allows Community Managers to select multiple messages to apply bulk actions.

In any Feed, simply tick the checkbox with the message display counter.

Once checked, a bar will appear at the bottom of the Community Inbox with the bulk operation options.

Options:

number of selected items
Only 50 results are loaded by default. Click Select all n to select all messages in the selected feed.
You can deselect specific messages manually by unchecking the box in the message’s body.
select the sentiment
apply labels
assign the messages to specific community managers
add internal notes
change the status of the selected messages

Result limitations

Only the first 50 results are loaded and selected by default. When you scroll to the end of the loaded messages, the system loads 50 more results. Those messages will not be selected. Either select them manually or click Select all n.

This limitation is in place to avoid impacting the global performance of Community Inbox.

Message details

You can display details of a message by clicking the details arrow in the message’s body. Alternatively, click the ellipsis (three dots), then click Open details.

The arrow appears when you position the cursor over the message.

If there is no arrow, it means that there are no details related to the message in the database.

The details page (information it provides) differs from message to message.

Filter messages by specific posts

As a community manager, you may want to filter and display comments by a specific message or messages.

You can combine post-based filtering with any of the main filters. For more information, see Set Up Filters in Community Feeds.

Filter by parent posts

The parent post filter is available in the preview field that appears next to parent posts in the feed.

To filter by one parent post only:

Hover the mouse over the parent post preview, next to a comment in the feed.
Click Use post as filter.

Use your posts as a filter

You can easily find and display incoming messages related to a specific post (or posts) that you published using your profiles.

For example, you want to display all messages that are related to the posts you ran as a part of a specific campaign.

Steps:

Go to your Sent feed.
Select one or most posts.
A bar with a few options will appear at the bottom of your window.
Click Use posts as filter for All Incoming.
The All incoming feed displays with the filtered messages.

Content deleted on the platform of origin

Deleted content may continue to show up in your Community feeds. This happens when your follower (customer) deletes their message on the platform of origin (such as Facebook or LinkedIn). Typically, there is no reliable tool to detect all the content that was deleted on the original platform.

However, when you try to respond to such content, the messages status will be updated to Deleted.

More resources

For all the other information about Community in general, consult the other articles about Community:

Community Inbox in Emplifi Learning

https://vimeo.com/767396720/074dbe55e6?share=copy