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High message volumes leave little room for friction. This autumn, Engage focuses on the everyday reality of community and service teams: an inbox that is easier to read and navigate, AI-powered reporting that turns engagement data into something you can share, and a set of workflow updates that close practical gaps across Instagram, Salesforce, email, and Custom Inboxes. Less effort per conversation, more clarity on what your engagement work achieves.
Engage Inbox Experience Redesign
Understand conversations faster, with less effort
Long threads and high message volumes make it easy to lose context. Scrolling away from the original post, hunting for the right filter, or re-reading a conversation to work out who said what all add up over a working day.
The redesigned inbox makes conversations easier to follow:
- Improved visual hierarchy for titles, subtitles, and reply indentation.
- Updated filter position and layout of Quick Filters: Status, Network, Warning, and Flagged items.
- Unified Feed, Navigation, Context, and Detail panels.
- Root-item pinning keeps the original post visible while you scroll.
- "Show post" no longer causes you to lose your scroll position.
- A familiar left and right conversation layout for messages, similar to common messaging apps.
You navigate complex conversations with less effort and keep context while reviewing long threads. For community managers working with high message volumes, that means noticeably less cognitive load, and for new team members, a more intuitive first experience.
Engagement AI Analytics
Turn engagement data into insights you can share
Engagement activity says a lot about workload, sentiment, and performance, but building reports out of it usually means manual work in another tool.
Engagement AI Analytics turns engagement data into actionable insights with AI-powered reporting. You generate customised reports using filters or natural-language prompts, and share the results with your team:
- Create reports based on selected filters or prompts.
- Save reports privately or make them available to the entire team.
- Assign custom names to saved reports.
- Export reports as PDF or PNG.
Instead of assembling numbers by hand, you get a repeatable way to show what your engagement work delivers, to your team and to your stakeholders.
API Updates for Instagram
Complete your Instagram engagement workflows in Facelift
Some Instagram interactions still required a detour to the native app, which breaks an otherwise unified workflow.
Expanded API capabilities unlock more complete Instagram engagement workflows and richer media interactions directly within Facelift:
- Reply privately to Instagram interactions.
- Like Instagram comments.
- View and attach GIFs.
You handle more of the conversation where you already work, without switching tools for individual actions.
Salesforce Enhancements
Escalate more conversations, with the context your teams need
When a social conversation needs to become a service case, missing entry points and fixed field mappings create manual work and lost detail.
Escalations from social conversations to Salesforce become more complete and adaptable:
- Create Salesforce cases from comments, not only direct messages.
- Map custom Salesforce fields to your organisation's workflows.
- Reduce manual work when transferring conversations into Salesforce.
Service teams can escalate from a wider range of interactions and carry over exactly the context their processes require.
Comment Export
Take your filtered feed into any analysis you like
Sometimes the analysis you need does not live in a dashboard. Getting a specific set of comments out of Engage for a deeper look was not straightforward.
Comment Export lets you export exactly the comments in a filtered Engage feed:
- Excel exports reflect the active filters and the current feed view.
- Upload exported comments to tools such as ChatGPT or Langdock for tailored analysis.
You decide how far to take the analysis, with your engagement data available in the format your workflow needs.
External Email Layout
Email conversations that read as clearly as every other channel
Email threads handled in Engage did not always match the clarity and consistency of the other channels, which made history harder to follow and external replies look less polished.
An improved external email layout makes email-based conversations clearer and more consistent for both service teams and community managers:
- Better readability and visual consistency.
- A more professional feel for external communication.
- Easier to follow chat conversation history.
- A smoother experience across engagement channels.
Email fits into your engagement workflow like any other channel, so your teams keep the thread and your customers get a consistently professional reply.
Custom Inbox New Workflow
Working environments built around your responsibilities
Teams, markets, and use cases all have different priorities, but organising Engage around them took more setup effort than it should.
A redesigned layout and workflow for Custom Inboxes makes it easier to organise conversations around your own responsibilities and processes:
- Create clearer, purpose-specific working environments.
- Focus on the conversations most relevant to your team.
- Simplify navigation and everyday inbox management.
- Support workflows tailored to different teams, markets, or use cases.
Every team gets an inbox that reflects how they actually work, which keeps daily moderation focused and makes shared responsibilities easier to manage.
