---
title: How do I respond to a mention in Engage?
description: Learn how to reply to customer messages directly from Engage.
---

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# How do I respond to a mention in Engage?

## Learn how to reply to customer messages directly from Engage.

#### **Steps to Respond to a Mention**

1. Open a ticket from the **Tickets** tab or by clicking **Engage**.
   
   ![](https://dataeq.com/hs-fs/hubfs/image-png-Mar-11-2025-11-58-42-6774-AM.png?width=277&height=42&name=image-png-Mar-11-2025-11-58-42-6774-AM.png)
2. Locate the **mention panel**, which displays the customer’s message.
3. Type your response in the **response text box**.
4. If applicable, select a **preset response** from the dropdown menu.
   
   ![](https://dataeq.com/hs-fs/hubfs/image-png-Mar-11-2025-12-01-02-4007-PM.png?width=934&height=800&name=image-png-Mar-11-2025-12-01-02-4007-PM.png)
5. Click **Reply** to publish your response.

![](https://dataeq.com/hs-fs/hubfs/image-png-Mar-11-2025-12-01-54-7701-PM.png?width=935&height=172&name=image-png-Mar-11-2025-12-01-54-7701-PM.png)

#### **Response Options Based on Platform**

- **Message** – Sends a direct message (DM) to the customer.
- **Reply** – Publishes a public response to the customer’s post.
- **Request DM** – Asks the customer to send a direct message (Twitter/X only).

#### **Best Practices for Responding**

- Always **address the customer’s query clearly**.
- Use **preset responses** when appropriate to maintain consistency.
- Escalate the ticket if further action is required.

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