How to Manage Social Media Interactions in Loomly

How to Manage Social Media Interactions in Loomly

Social Media

01 Oct 2023 • 3 min read •

The Loomly Team

Social media engagement can include public comments, mentions, and private messages. The interaction types available to a team depend on the social channel and account connection, so a community-management process needs to distinguish between them.

Loomly Interactions is available from a calendar and brings supported interactions into one workspace. Use it to review items, reply where a channel supports replies, assign ownership, and update the status of an interaction.

What Interactions supports by channel

Before setting a response process, establish which interaction types are available for each connected account. Loomly currently supports the following:

LinkedIn is an important distinction: Interactions supports LinkedIn comments and mentions, not LinkedIn conversations or direct messages. Do not build a LinkedIn-message workflow around the Interactions dashboard.

Some interaction types may be unavailable for a particular account type. Check the connected accounts in the calendar before documenting responsibilities or response procedures for a channel.

Open Interactions from a calendar

Open the relevant calendar, then select the Interactions icon in the calendar toolbar. Start by selecting the channel and interaction type you need to review. This separates public conversations from private messages where messages are supported and keeps channel-specific work visible in context.

When setting up a new routine, decide what each team member should do with a new item: reply, assign it to a colleague, mark it as read, or archive it after the work is complete. The decision can differ by channel and by the nature of the request.

Use statuses to track the state of an interaction

Interactions can be updated as Unread, Read, or Archived at the individual-interaction level or collectively. Use these states to describe the work rather than the sentiment of the message.

Agree on the definition of each state before multiple people use the same calendar. For example, a team can treat Read as reviewed but not yet answered, while Archived can mean the conversation no longer needs active handling. The important part is applying the same definition across the team.

Assign ownership before a reply is sent

You can assign a collaborator to an interaction and view the collaborator who replied to a specific item. Use assignment for items that require subject-matter input, approval, or a response from a particular person.

A simple assignment rule can prevent unclear handoffs: assign the interaction before drafting a response, use the assignee as the person responsible for the next step, and update the status after that step is complete. If an item belongs outside the social team, assign it to the colleague who can provide the needed information rather than replying with an incomplete answer.

Use saved replies with review rules

Saved replies let a team create and apply response text for recurring situations. They are useful for language that needs to remain consistent, such as acknowledging a request, directing someone to a support path, or confirming that a question has been received.

Write saved replies as starting points, not as automatic answers. Review the original comment, mention, or message before sending. Remove language that does not apply, add the details that the person asked for, and avoid including account-specific or private information in a public reply.

Build channel-aware response guidance

A single response policy does not fit every interaction type. Public comments and mentions can be read by other people, while Facebook and Instagram messages are private. LinkedIn activity in Interactions is limited to comments and mentions, and TikTok activity is limited to comments.

Document these distinctions in the team's guidance. For public items, define which questions can be answered publicly and when to move the person to an approved support channel. For Facebook and Instagram messages, define who handles private requests and what information should not be requested or shared. For LinkedIn and TikTok, keep the workflow focused on the interaction types that Loomly supports for those channels.

A practical review routine

  1. Open the calendar and select the channel and interaction type to review.
  2. Read the item and identify whether it needs a reply, an internal owner, or no further action.
  3. Assign a collaborator when another person needs to take the next step.
  4. Use a saved reply only after checking that it fits the item and the channel.
  5. Update the interaction to Read or Archived according to the team's documented definitions.

Review the routine whenever connected accounts or channel responsibilities change. Channel support can differ by account type, and a documented process should match the interaction types that are actually available in the calendar.

Interactions FAQ

Can I reply to LinkedIn messages in Loomly Interactions?

No. LinkedIn support in Interactions covers comments and mentions, not conversations or messages.

Which channels support messages in Interactions?

Facebook and Instagram support messages. Facebook and Instagram also support comments and mentions. TikTok supports comments, while LinkedIn supports comments and mentions.

Where do I find Interactions?

Open a calendar and select the Interactions icon from the calendar toolbar.

Can several people work on the same interaction?

Collaborators can be assigned to interactions, and Loomly shows the collaborator who replied to a specific interaction. Use assignment and status conventions so each person can see the next required action.