Overview of Tabs
All
View all messages posted on your social media channels — regardless of whether you’ve replied or archived them.
Use this tab to:
Monitor overall channel activity
Spot trends and volume spikes quickly
To Review
See messages requiring action — anything you haven’t replied to or archived yet.
Use this tab to:
Prioritize outstanding engagements
Quickly clear out low-priority or irrelevant interactions
📌 Note: Not all conversations here will need a response. Review carefully.
Priority-Driven Tabs
Care Highlights (Managed Inbox)
The Care Highlights tab shows you which comments are most likely to need an answer from your brand. This tab shows conversations that BrandBastion has identified as potentially engageable, such as Customer Complaints and FAQs (among other tags). This tab should generally be highest priority.
If you also have BrandBastion Engage+ included in your solutions, with BrandBastion issuing responses on your brand's behalf, Care Highlights will include only those conversations that haven't received a response from BrandBastion.
Use this tab to:
Focus first on comments that most impact customer experience
Identify and solve customer issues faster
Only available for Engage+ clients.
If BrandBastion Prime is active (response management service), Care Highlights shows only unanswered conversations.
Response Needed (AI Smart Inbox)
See messages requiring a brand response, surfaced using AI and intent recognition.
Use this tab to:
Respond to urgent inquiries
Detect recurring themes or product issues
Available for Essential and Reputation clients.
Potentially Harmful (AI Smart Inbox)
Spot harmful comments (e.g., abusive, offensive) that haven’t been hidden yet.
Use this tab to:
Act fast on risky content before it escalates
Only available for Essential clients. For Reputation and Engage+, harmful content is fully managed by BrandBastion.
Workflow Management Tabs
Starred
Find messages you’ve bookmarked for later review.
Use this tab to:
Organize critical follow-ups
Build a personalized "to-do" list
Done
Track all messages you’ve replied to or archived inside the platform.
Use this tab to:
Monitor workload progress
Maintain a clean, up-to-date inbox
Replied
See comments you've responded to directly within the platform.
Use this tab to:
Audit your responses
Ensure all inquiries were properly handled
📌 Note: Replies outside the platform are not tracked. Always respond inside Engage for accurate reporting.
Archived
View messages you’ve archived .
Use this tab to:
Keep a record of posts that you dismissed
Hidden & Archived
See comments that were both hidden and archived — typically through automated settings.
Use this tab to:
Review content removed from public view