Social engage and impact
After publishing, shift to Engage for conversations and Impact for measurement. Daily inbox work protects brand; weekly analytics prove ROI to leadership.
Video
Who can do this
Community managers, analysts, marketing leads.
Before you begin
- Live posts in Published
- Engagement SLAs defined (first response time)
- Baseline metrics captured for comparison
What you'll accomplish
- Inbox zero or SLA met daily
- Weekly Impact Analytics review
- Reputation trends tracked monthly
Step-by-step procedure
Engage
- Inbox (
/social/engage/inbox)—reply, assign, close threads. - Reviews (
/social/engage/reviews)—respond to star ratings and comments. - Escalate sensitive threads to Inbox or CRM contact owner.
Impact
- Analytics (
/social/impact/analytics)—reach, engagement, follower growth. - Campaign Performance (
/social/impact/campaigns)—compare planned vs actual. - Reputation Score (
/social/impact/reputation)—brand health index. - Spending (
/social/impact/spending)—paid social costs if tracked.
Operating rhythm
| Cadence | Action |
|---|---|
| Daily | Engage Inbox, flag crises |
| Weekly | Impact Analytics export to leadership |
| Monthly | Reputation Score + Campaign Performance retro |
Extended guidance
Crisis playbooks belong in Engage: who promotes replies to legal, when to pause Scheduled Posts. Reputation Score dips should trigger a worksheet retro in Ideate—not reactive one-off posts. Export Impact Analytics monthly; annotate anomalies (product outage days) before sharing upward.
Practice scenarios
Respond to three Engage Inbox threads, export Impact Analytics for the same week, compare sentiment notes. Log one Reputation Score delta and hypothesize cause before the monthly retro.
Sandbox validation
Repeat the procedure in a test workspace or with two internal colleagues before customer-facing launches. Document who approved each step (marketing, legal, ops). Screenshot Verify your work outcomes for audit trails. When something fails, capture the URL, role, timestamp, and exact UI label clicked—Support resolves tickets faster with that context. Re-read See also links after your first successful run; adjacent topics often cover edge cases you have not hit yet.
Team rollout checklist
Assign a single owner for this workflow per workspace. Schedule a 30-minute handoff training with screen share. Add the See also links to your internal Notion or wiki. Re-verify after each major product release (labels move occasionally). Pair junior staff with a senior reviewer for the first live execution. Log lessons learned in your team retro—especially permission surprises and integration timeouts.
Keep learning
Bookmark this page and the Product module map. After major releases, re-walk Step-by-step procedure—UI labels move occasionally. Share feedback with your workspace Admin so Help stays aligned with how your team actually works.
Verify your work
- Response logged in Engage Inbox
- Analytics charts show selected date range
- Reputation trend direction matches qualitative notes
Tips
Link high-intent social leads to CRM contacts manually or via Smart Flows webhooks.
Troubleshooting
| Inbox not syncing | Reauth network in Integrations | | Analytics flat | Date filter too narrow; include Published window | | Reviews missing | Connect Google Business / Facebook in Setup |