Leverage Reply Approval workflows for superior customer care

Sprout’s new Reply Approval functionality enables team and manager oversight into message replies to ensure social responses are on-brand, compliant and error-free. 

  1. HOW TO:
  2. Go to the Smart Inbox and select the desired incoming message.
  3. Select Reply and type your response.
  4. Select the drop-down in the bottom-right of the response message and choose Submit for Approval.
  5. Select the desired approver or approvers.

Easily approve, reject or delete message replies submitted by another team member

Message reply approvers are alerted via the notifications drawer and/or email notification (depending on your personal notification settings). Quickly approve or reject a Reply Approval to ensure social responses are on-brand, compliant and error-free. 

  1. HOW TO:
  2. You will receive a notification in the notifications drawer and email notification (depending on your notification settings). 
  3. Choose the desired notification and select View pending reply.
  4. You will see the message reply in the Smart Inbox. Select the approval stamp icon to approve the reply, select the slashed circle icon to reject the reply or select the trash can icon to delete the reply.
  5. If you approve a reply and there are multiple pending replies, you will see a pop-up screen identifying potential pending reply conflict. Select Approve this reply, reject others or Approve this reply, keep others.

Supersede a Reply Approval for quick publishing

If you try to reply to a message that already has a pending reply, you will be prompted with a message to decide what actions to take on the pending Reply Approval. 

  1. HOW TO:
  2. You will receive a notification in the notifications drawer and or email (depending on your notification settings). 
  3. Choose the desired notification and select View pending reply.
  4. You will see the message reply in the Smart Inbox. Select the drop-down in the bottom-right of the response message and choose Send now
  5. A pop-up screen identifying potential pending reply conflict. Select Send my reply, reject others or Send my reply, keep others.

Monitor all Reply Approval statuses from a centralized view in the Smart Inbox

See all pending, approved and rejected Reply Approvals in a consolidated view in the Smart Inbox to make sure you never miss an approval status update. 

  1. HOW TO:
  2. Go to Messages.
  3. Select Reply Approval on the left-hand navigation panel.
  4. Optional: Search Reply Approvals from Newest to Oldest or Oldest to Newest by selecting the drop-down at the top of the screen. 
  5. Optional: On the right-hand filter bar you can filter by:
    • Approval Status: Pending, Approved or Rejected.
    • Authors: manually select the author’s name or search for the authors name in the Refine Authors search box.
    • All Groups or single Group: Toggle on or off the Show replies from all groups filter.