[Reply] Setting up folders for each social account or message type

IN THIS ARTICLE

Summary

By default, all new conversations will land in the Team Inbox. This works great for smaller teams, where everyone is responding to anything and everything. However, if you have specific teams dealing with certain conversations, they might find it easier to work out of dedicated folder(s) as opposed to the Team Inbox. This can be achieved using a combination of tags and automation rules. Two common setups are:

  1. Routing conversations to folders based on recipient (i.e. the social account receiving the conversation)
  2. Routing conversations to folders based on message type (e.g. Tweets, Direct Messages, Facebook Comments, etc)

It can be especially important to consider these two options carefully if you have multiple social accounts from the same network connected, for example multiple Facebook Pages for different locations. In this case, you'd need to choose whether teams are responding to all conversations from one specific Facebook Page, or all conversations of a specific type from all of your Facebook Pages.

For example, let's say you have 3 Facebook Pages, for 3 different locations. You could either have:

  • Folder 1: All conversations from Facebook Page A, which would include both comments and private messages
  • Folder 2: All conversations from Facebook page B, which would include both comments and private messages
  • Folder 3: All conversations from Facebook page B, which would include both comments and private messages

Or you could have:

  • Folder 1: All Facebook comments from any of your 3 Facebook Pages
  • Folder 2: All Facebook private messages from any if your 3 Facebook Pages

Ultimately, it depends on which conversations each of your team are tackling.

It's also good to note that you don't have to have this kind of setup. If your team members are responding to all conversations that come through, regardless of recipient or message type, it might work best for everything to flow into the Team Inbox! These other setups are mainly going to be helpful for those with larger teams, and those where specific team members are tackling specific conversations.

If you need a hand getting your rules set up for optimal success, please don't hesitate to drop an email to customersuccess@buffer.com and we'd be thrilled to help!

Routing conversations to folders based on recipient

1

The first step is to create the tags that will act as your custom folders. Head to Settings on the left hand side of your dashboard and select the Tags tab. From there, click Create A Tag.

2

Give your tag a name, which will be displayed on the left hand side of your dashboard as your folder. If you just have one social account per network, you might like to simply name them "Twitter", "Facebook", and "Instagram". If you have multiple social accounts per network, for example multiple Facebook Pages for different locations, then you might want to name them something more specific. Once you've named your tag, hit enter.

3

Once your tag has been saved, click the small box to the left of it to choose a color. This is not mandatory, but can be helpful for visually distinguishing your tags when they're shown as folders on the left hand side of your dashboard.

4

Repeat the same steps to create the tags you need for your other social accounts.

5

The next step is to create the rules to automatically route your conversations to the right folders. Still in the Settings area, select the Rules tab. From there, click New Rule.

6

Choose Recipient Is from the "Select Filter" drop down and then choose the first social account you'd like to set up.

7

Next, choose Move To from the "Select Action" drop down and then choose the appropriate folder.

8

Finally, click Save Rule. You can then repeat the same steps to create rules for your other social accounts.

Routing conversations to folders based on message type

1

The first step is to create the tags that will act as your custom folders. Head to Settings on the left hand side of your dashboard and select the Tags tab. From there, click Create A Tag.

2

Give your tag a name, which will be displayed on the left hand side of your dashboard as your folder. The tag names we most commonly see being used for this setup are simply "Tweets", "Direct Messages", "Facebook Comments", etc, to match the type of messages in the folder. Of course, feel free to choose the names that are most suitable for you. Once you've named your tag, hit enter.

3

Once your tag has been saved, click the small box to the left of it to choose a color. This is not mandatory, but can be helpful for visually distinguishing your tags when they're shown as folders on the left hand side of your dashboard.

4

Repeat the same steps to create the tags you need for your other types of messages.

5

The next step is to create the rules to automatically route your conversations to the right folders. Still in the Settings area, select the Rules tab. From there, click New Rule.

6

Choose Type Is from the "Select Filter" drop down and then choose the first message type you'd like to set up. The available options include Tweet, Direct Message, Twitter Search, Facebook Message, Facebook Comment, and Instagram Comment.

7

Next, choose Move To from the "Select Action" drop down and then choose the appropriate folder.

8

Finally, click Save Rule. You can then repeat the same steps to create rules for your other social accounts.

Feel free to play around with the other available Filters too. For example, you could route conversations to specific folders based on keywords using the Contains filter, or based on language using the Language filter!