Each month, Reputation hosts a virtual, live training session focused on one platform solution. Learn about best practices for managing your Reputation program from our experienced trainers through hands-on practice and live Q&A.
Find out how to manage all customer conversations in one unified Inbox
Cassie Sneed Director, Global Customer Marketing
Kasey Kershner Customer Training Manager
Exercise 1: Responding via Inbox
14 STEPS
1. Let’s learn how to respond to messages and social media interactions through Reputation’s Inbox. From the left side panel, hover over Inbox.
2. Click Inbox.
3. The Inbox defaults to show all conversations. Click the All Conversations dropdown to filter the messages that pull into your inbox view.
4. Click Unresponded and we will be able to view all messages that still require a response.
5. Icons on the left indicate the source of which the message came from, as well as the type of interaction. The highlighted icon means this is a comment from our Facebook post. The smaller icon indicates that this is a Facebook comment.
6. Click the message tile to open it.
7. To assign a team member to respond to this comment, you may do so by clicking Unassigned and then choosing a person or role you wish to respond.
8. You may also assign a due date to ensure your team is responding to messages in a timely manner. You can also set up due dates in Inbox with automation logic in the settings tab. This will give key targets for your teams automatically.
9. Now it’s time for us to respond to Kasey’s comment on our Facebook post.
10. Click Reply underneath the comment.
11. Type “Hope to hear from you soon!”
12. Click Publish.
13. Depending on your permission settings, your response may publish automatically or be sent for approval, as shown.
14. That’s it! You have successfully learned how to respond to messages through Inbox.
Here’s an interactive tutorial
** Best experienced in Full Screen (click the icon in the top right corner before you begin) **
1. Now that we learned to respond and interact with customers in Reputation Inbox, let’s explore the Details Panel on the right-hand side.
2. Click the dropdown to access Customer Info.
3. If you know your customer or patient’s details, click Edit to update or add new. Alternatively, you may also simply click on the data field itself.
4. Let’s add Kasey’s email. Click Add Email.
5. Type kkersh@gmail.com and press Enter.
6. Click Add Phone.
7. Type 1-800-123-4567 and Press Enter.
8. You may also assign tags to the conversation regarding what was discussed in the thread.
9. Next, click the dropdown to to take a look at Engagement History.
10. This allows you to view an extensive list of messages and interactions sent by your customer. Note the dropdown search bar to locate interactions. For example, if you want to see if this customer has left a review, you can select that filter here.
11. Click the dropdown for Notes.
12. This section allows you to leave internal notes to yourself or your team regarding the interaction.
13. Click into the textbox.
14. Type Remind patient to complete paperwork.
15. Click Save.
16. That’s it! You have successfully navigated the Inbox Details Panel.
Here’s an interactive tutorial
** Best experienced in Full Screen (click the icon in the top right corner before you begin) **
