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- Social Media Management
- Who it's for
- Multi-account community teams
Multi-account community teams
A community team handling several social accounts needs to recognize the account behind each message and the person responsible for its next response. Social Media Management keeps that context with inbox conversations and captured mentions. Routing policy, response timing and thread direction support the operating handoff between Community Managers.
How Social Media Management is set up for you
Account context
Read the channel and social account before deciding how to respond. Keep the related post visible when the question follows a campaign announcement.
Assignment policy
Marketing Manager sets the rule priority and active pool context. Community Manager checks the actual assignment, including New messages left unmatched by the rules.
Response evidence
Retain outbound, inbound and internal-note directions separately. A failed outbound delivery remains work to investigate even when a reply body is present.
Public follow-up
Triage mentions by reading the captured text and source URL. Link the relevant inbox conversation when the case needs a direct response.
A community team handling several social accounts needs to recognize the account behind each message and the person responsible for its next response. Social Media Management keeps that context with inbox conversations and captured mentions. Routing policy, response timing and thread direction support the operating handoff between Community Managers.
Use a campaign question on a selected account and name the Community Manager responsible for the rehearsal. Test a message matching several rules, then one matching none. Inspect the resulting assignment and the recorded response allowance.
Add an Internal Note before the actual outbound response and confirm that the team still treats the author's question as unanswered. Inspect a failed delivery and agree who investigates its outcome before the case is resolved.
At shift handover, ask another Community Manager to explain the account, current state and next action from the message and thread. Follow [Inbox and mention response](/social-media-management/processes/inbox-and-mention-response), then review the relevant account context in [Performance reporting](/social-media-management/modules/performance-reporting).
Features to start with
Performance reporting
Read post and account results with their date window and underlying engagement context.
Mentions and competitor research
Triage captured public discussion and inspect competitor posts with their observation context.
Approval and channel delivery
Follow the required decisions and inspect the recorded outcome for every selected account.
Roles on the team
- Marketing Manager
- Own campaigns, coordinate the post queue and inspect destination outcomes and performance.
- Content Creator
- Prepare post copy and reusable assets, select hashtag groups and submit content for review.
- Community Manager
- Work assigned conversations, triage mentions and retain replies and internal notes.
- Admin
- Maintain application users, protected channel connections and the competitor source directory.
Set up Social Media Management your way.
Start free, then use Proto to change fields, steps and approvals before your team goes live.