Guide for Engage
Manage social messaging, customer service, and webcare in one inbox. Engage helps teams respond faster and stay in control.
What you’ll learn in this guide
- Which challenges Engage solves in webcare and social messaging
- How to manage large volumes of customer conversations from one central environment
- How to reduce response times and minimise manual work
- How to organise, prioritise, and assign conversations within teams
- How monitoring and publishing contribute to reputation management
- How WhatsApp and mobile access support continuous availability
- What impact Engage has on efficiency, collaboration, and customer satisfaction
1. What is Engage?
Engage is an integrated webcare and social messaging platform that allows you to easily manage social messaging, media monitoring, customer service, and webcare from one inbox.
Your team handles social media comments, private messages, reviews, WhatsApp, and live chat centrally, without switching between channels or missing messages.
With smart workflows, automatic routing, and insight into workload and conversations, teams respond faster and maintain a clear overview.
2. What problem does Engage solve?
Modern customer communication takes place everywhere: on social media, in messaging apps, via live chat, and in reviews. Without a central platform:
- Messages go unanswered
- Teams duplicate work
- It is unclear who should respond
- Sensitive issues get lost
- Reporting is slow and unreliable
- Customers feel ignored
- There is no clear media monitoring for crisis communication, brand reputation, or trend signals
Engage addresses this by consolidating all incoming and outgoing conversations in one collaborative platform, so that teams can respond quickly, consistently, and accurately, every time.
3. Who is Engage intended for?
Engage is designed for organisations that manage large volumes of customer conversations via social media, messaging channels, and webcare. The platform is especially relevant for teams that need structure, overview, and control in their day-to-day communications, without sacrificing speed or consistency.
The platform is particularly suitable for:
Webcare and communications teams
Teams that handle large numbers of messages and need an overview and efficient processing.
Marketing teams
Teams responsible for social publishing, interaction, and engagement with their target audience.
Organisations with high customer contact volumes and peak moments
Such as organisations in the public sector, non-profit, education, healthcare, housing associations, and financial services, where coordination and consistency are essential.
Engage is most valuable for organisations that manage conversations across multiple channels, work with clear workflows, and need one central overview of their webcare operation, including during peak loads or crisis situations.
4. Key use cases
Use case
Centralised webcare
As customer communication spreads across more channels, maintaining overview and accountability becomes increasingly difficult.
Problem
Messages arrive via multiple channels, making it difficult to maintain an overview and respond in a timely and consistent manner.
Solution
Engage brings all incoming conversations together in one central inbox with configurable inbox views, where messages can be assigned, tagged, and handled collaboratively.
Result
Faster responses and fewer missed enquiries.
Use case
Crisis and reputation management
During incidents or sensitive situations, the volume of messages increases rapidly and reputational risk rises.
Problem
During peak moments, it is difficult to maintain an overview and respond quickly and consistently.
Solution
Publishing, webcare, and monitoring work together to track mentions, prioritise urgent messages, and coordinate responses between teams.
Result
Better control, faster response, and more consistent communication under pressure.
Use case
Social publishing with governance
Without clear alignment, social content can become fragmented or inconsistent.
Problem
Content is published without alignment, approval, or oversight.
Solution
Teams create, schedule, and publish messages from one central environment with a shared overview.
Result
More consistent and better-coordinated social communications.
Use case
Media monitoring
Insight into how an organisation is discussed online helps teams respond faster and more effectively.
Problem
Organisations lack insight into how they are being discussed online.
Solution
Structured queries monitor news, blogs, and social media, supported by AI-assisted query building.
Result
Early signals and better insight into reputation.
Use case
WhatsApp engagement
WhatsApp has become an important communication channel but is often managed separately from other conversations.
Problem
WhatsApp conversations are difficult to manage alongside other channels.
Solution
WhatsApp messages and campaigns are managed within the same environment as social webcare.
Result
A consistent service experience across all channels.
5. What can you do with Engage?
Engage brings structure and overview to high-volume customer communications by centralising conversations, publishing, and monitoring in one platform.
Engage enables teams to:
- Centralise social and messaging conversations from channels such as Facebook, Instagram, Threads, X (Twitter), LinkedIn, and TikTok
- Publish and manage social media posts
- Assign, tag, and prioritise enquiries
- Support crisis and reputation management
- Monitor online mentions
- Run WhatsApp messages and campaigns
- Work on the go via a progressive web app
- Improve response speed and consistency
6. What features does Engage offer?
Publishing and scheduling
- Create and publish posts for connected social channels such as Facebook, Instagram, Threads, X (Twitter), LinkedIn, or TikTok
- Schedule content with a shared overview
- Edit and manage posts centrally
- Optimise posts with the AI assistant
- Support coordinated communication during campaigns or crises
Webcare and conversation management
- Integrated inbox with configurable inbox views
- Assign conversations to team members
- Add internal notes and tags
- Track the status and ownership of messages
Monitoring and listening
- Build and manage search queries
- Monitor news, blogs, and social platforms
- Refine queries with filters and keywords
- Use AI-assisted queries
WhatsApp messaging
- Receive and reply to WhatsApp messages
- Set up WhatsApp campaigns
- Manage WhatsApp alongside social channels
- Retain conversation history per contact
Mobile access and collaboration
- Progressive web app for mobile use
- Publish messages on the go
- Answer webcare enquiries from any location
- Support team workflows and permission structures
7. Which systems does Engage integrate with?
Engage connects communication channels and conversations in one environment.
Social media platforms and messaging channels
- WhatsApp – one-to-one messaging
- Facebook – publishing and managing Messenger messages
- Instagram – managing messages and responding to interactions
- LinkedIn – scheduling and publishing posts
- X (Twitter) – scheduling posts and one-to-one contact via DM
- TikTok – publishing content and responding to comments
- Threads – sharing messages and interacting with your audience
Other communication channels
- Live chat – website chat via widget
- Chatbots – automated conversations
8. What does Engage deliver?
Managing customer communication at scale requires speed, coordination, and insight. When conversations are fragmented across different channels and tools, response times increase and quality becomes harder to maintain.
Organisations using Engage typically see:
- 30–50% faster response times
- Higher customer satisfaction and trust
- Reduced workload through automation and smart routing
- More consistent communication quality
- Clear insight into service performance
- Better compliance and risk management
- Less switching between channels and less manual work
By bringing webcare, publishing, and monitoring together, Engage helps teams stay in control during both day-to-day operations and critical moments.
9. Example scenarios
Scenario 1: Municipalities, ministries, and public bodies
These organisations receive daily enquiries via social media, ranging from service requests to policy-related questions. During incidents, elections, or disruptions, message volumes increase significantly. With Engage, conversations are centralised, assigned to the right teams, and monitored. Publishing and webcare work together to provide timely and consistent updates, allowing the organisation to maintain overview and control.
Scenario 2: NGOs, membership organisations, and housing associations
An NGO or housing association manages public campaigns and ongoing enquiries from members or residents. During fundraising drives or service disruptions, message volumes increase significantly. Engage supports structured webcare, team collaboration, and consistent responses across channels. This ensures accessibility, transparency, and trust, even when the pressure is high.
Scenario 3: Banks and insurers
These organisations receive large numbers of enquiries via social media and WhatsApp, particularly during incidents or policy changes. With Engage, enquiries are centralised, prioritised, and assigned to the right team members. Monitoring helps to identify issues at an early stage, while teams maintain control during peak moments.
Book a demo now
Discover how Engage helps teams manage webcare, reputation, and social engagement at scale. Explore the platform and see how it supports your daily operations and critical moments.
Frequently Asked Questions
Is Engage suitable for small teams?
Yes. Engage supports both small and large teams. Streams, assignments, and shared overviews keep teams organised without complex configuration.
Does Engage integrate with my existing platforms?
Engage connects with social media channels and WhatsApp, so you can manage publishing and conversations from one environment.
Can multiple team members work in Engage simultaneously?
Yes. The platform is designed for collaboration, with assignments, internal notes, and role-based access rights.
Does Engage support media monitoring?
Media monitoring is available for organisations in the Netherlands and helps track online mentions via structured queries.
Can I use Engage on mobile?
Yes. Engage offers a progressive web app that allows users to publish messages and answer webcare enquiries on the go.
How does Engage help during crisis situations?
By combining monitoring, publishing, and webcare in one environment, teams can prioritise urgent messages, coordinate responses, and maintain control under pressure.
What does Engage cost?
The cost of Engage depends on factors such as the number of users, channels, and desired features. Because every organisation has different needs, pricing is tailored to the specific situation. Please get in touch for a customised proposal or a demo.