Let's paint a scene: your fan, Paul, can't stop raving about your new promotion. ๐คฉ
You auto-respond with a comment to show your appreciation. Then, you automatically send a private message asking for a review, perhaps with a little something extra to motivate him. ๐
You assign the conversation to your PR guru in Social Inbox and mark it as a positive sentiment. Neat, right?
Well, that's the kind of stuff you'll do with multi-action Auto-moderation rules! Let's dive in.
๐โโ๏ธ Heads up: This is a simpler version of branched Auto-moderation rules.
๐ณ In this easier version, you'll have just one trigger, but you can mix and match different social media actions, and pair them up with NapoleonCat actions.
๐ณ๐ณ๐ณ For the more complex scenarios, check out this guide on Branched Auto-Moderation Rules where you can have up to six different triggers, each with unique actions.
Create multi-action rules
๐กHere's a little secret: the best automation not only handles your customer interactions but also leaves room for that personal touch. Plus, it keeps your team's workflow smooth and organized.
And that's exactly what you're about to master!
๐ค Multi-action rules let you combine different social media actions and NapoleonCat actions, all within one branch of your rule. Here's how:
Create a new Auto-moderation rule or tweak an existing one
Pick your social media page(s), message type, and condition that your Auto-moderation rule will be working on:
โก๏ธ Need a refresher? Check out this guide on social media pages, message types, and conditions.
If you feel like it, add extra triggers (optional):
โก๏ธ Need a guide on triggers?
Choose your social media actions. What's your game plan for those interactions, like comments or other?
๐ You can pair up to two social media actions together - twice the impact! (Exception: three actions for "replying in a private message").
Add NapoleonCat actions to keep your Social Inbox neat and tidy. You can use just one or go all out and use them all:
Set up notifications and schedule if you want to (optional)
In the top-right corner, hit "Save&Run" to launch the rule right away, or "Save draft" to save it for later:
High five! You've nailed it! ๐
Alright, let's dive into the nitty-gritty of multi-action rules. ๐
Need to know
Action types
๐ In a single "Social media action" block, you can mix, match, and mingle some actions together.
But remember, you can only pair up two social media actions in one block (three for "replying in a private message"). Here's the lowdown:
๐จ๏ธ Replying as a comment? You can also send a private message.
๐ฉ Sending a private message? You can also reply as a comment, hide the comment, delete it, or block the user (up to 3 actions at most).
๐ Hiding a comment? You can also reply as a comment.
๐ซ Blocking a user? That's it - block and say goodbye!
๐๏ธ Deleting a comment? You can also send a private message.
๐ When it comes to NapoleonCat actions, they're like your behind-the-scenes crew.
They're not visible to your audience, but they keep your Auto-moderated conversations tidy and manageable in Social Inbox.
These actions are the same across all platforms and are optional. You can add just one or go all out and use them all! Here's the rundown:
Here's what NapoleonCat actions do:
๐ฆ Mark as Done - Moves the conversation to your Done folder in Social Inbox
โ Flag - Flags the conversation and moves it to your 'Flagged' folder in Social Inbox
๐ท๏ธ Tag - Applies a tag to the message to categorize it for future reference
๐ฅ Assign to a moderator - Assigns the conversation to a specific moderator to handle
๐ญ Mark sentiment - Classifies the conversation as either positive, negative, or neutral
How actions work
Just a quick note. Social media actions can differ depending on the platform and message type.
For a complete overview of available actions for each platform ๐ here's a handy guide.
Inspiration for rules
But what about some real-life examples, you ask? Absolutely! Here are some sample rules and workflows to kickstart your creativity:
User Mike has a product issue. ๐ Auto-comment with an apology, send support contact via a private message, assign to the support team, and mark negative. Proactive, huh?
Follower Emma praises your service. ๐ Auto-reply with a thank you, send a discount code via a private message, assign to marketing, and mark positive. Rewarding, right?
Customer Lisa inquires about your return policy. ๐ฆ Auto-reply with a comment, send a detailed policy link via a private message, assign the conversation to your customer service team, and tag it as a query. Efficient, isn't it?
๐กOver to you. Can you craft use cases tailored to your business? Consider: what tasks could use a dash of automation? Let's bring smiles to your team and customers alike!
๐จ๏ธ Need a purrfect solution? Connect with our Customer Success team on chat in the bottom right-hand corner of your screen.