This article covers features exclusive to the Engage+ Plan.
What Are Advanced Tags?
With the Engage+ Plan, incoming comments are automatically classified by AI into a refined set of Advanced Tags.
These go beyond “response needed” — giving you immediate clarity on the type of engagement, so you can prioritize and act faster.
Customer Complaint (Basic)
Actionable complaints or service issues that can be resolved by your customer support team.Customer Complaint (Escalated)
Messages showing repeated attempts to get help or high frustration, often requiring urgent attention.FAQ
Commonly asked questions about pricing, availability, shipping, subscriptions, and related topics.Fan Community
Positive, supportive comments about your brand, product, or service, with no mixed sentiment.Constructive Feedback
User suggestions aimed at helping improve your product, service, or overall brand experience.Purchase Intent
Expressions of interest in buying or signing up, often from users who want more information or next steps.
Why It Matters
These tags drive value across your workflow:
🧭 Smarter routing to the right teams or automations
📈 Deeper analytics on user intent and sentiment trends
💬 More tailored replies using tag-specific strategies
🧠 Better decision-making by understanding the real voice of your audience
Actions You Can Take in the Smart Inbox
Organize your workflow with simple, powerful actions:
Reply: Respond directly to the comment.
Like/React: Acknowledge the comment quickly.
Star: Flag comments for follow-up in the Starred tab.
Archive: Remove non-priority comments from your active view.
Go to Comment: Open the comment directly in the native platform.