You can respond to a brand/fan comment as a private message and keep track of the conversation. Here we cover steps to both respond and then later view these private conversations in engagement dashboards.

Respond to Comments

• Click the New Tab icon . Under Sprinklr Social, click Engagement Dashboards within Engage.

• Click icon at the top left corner and select the Dashboard with the X Comment column or reply.

• On the Engagement Dashboard, locate the X comment you want to respond to.

• Select the Reply   icon at the bottom of the X comment to reply to that comment.

  Notes:

  1. Selecting Message will initiate the private conversation. The message will include a link to the customer’s comment for reference.

• 2. If you engage again on the same comment privately after the private conversation is initiated, you'll get the Private Message option.

• On the Reply window, select Private Message as the Message Type.​

• Enter your response in the text field. You can add Image, Video, Link, Text Template, Custom Link, Content Placeholder and Emojis to your response per your needs.

• Set Campaign and add other Properties as required. You can also add a Note.

• You can also schedule your response for a future date and time by clicking the Schedule icon in the bottom left corner. Select the month, date, and time of publishing. Click Apply to save your changes.

• Click Send at the bottom right corner of the Private Message composer window to publish your private message.

  Note:

  For Reply (Option 1) and Comments (Option 2), you can use any account to respond. However, for DMs (Option 3), the account switcher will be disabled. Please refer to Disabled Account Switching in X DM Replies to Prevent Publishing Failure for more info.

View the Private message response

1. Click the New Tab icon . Under Sprinklr Social, click Engagement Dashboards within Engage.

2. Click icon at the top left corner and select the Dashboard with the X Comment column.

3. On the Engagement Dashboard, locate the profile that you have sent the private message.

4. Hover over the Options icon and select Open Details.

5. On the Third Pane, select Thread to view the private message response.​

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Automatic Control of DMs While Replying on X

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You can now control whether you receive direct messages (DMs) from accounts you reply to on X (erstwhile Twitter). Previously, this had to be managed manually. With this update, when replying to a comment on a post, you can choose to allow or block DMs from that specific account by checking or unchecking the Enable Private Messaging checkbox. This setting respects the account’s overall DM preferences (e.g., receiving DMs from followers only, everyone, or no one). The new functionality is automated through the Rule Engine, providing a seamless way to prevent unwanted DMs without additional manual steps.

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The image below shows the actions in Rule engine for auto-response to X DMs:

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