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.
   
   
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.
   
   
5. Click Reply to publish your response.

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.