Birdeye Social AI revolutionizes the way businesses manage their social interactions by providing a centralized and efficient platform. With the new All Channels feed and the flexibility to view individual social channel feeds—including Facebook, Instagram, LinkedIn, YouTube, and TikTok—businesses gain a complete view of customer engagements across platforms. This empowers them to actively participate in conversations by responding to comments, messages, and mentions directly from one place.

The platform offers an expanded suite of actions, such as viewing post activity, hiding comments, blocking users, marking messages as spam, deleting comments or posts, and reposting, providing businesses more control over how they manage interactions. Birdeye keeps businesses informed with timely notifications and integrates the response agent to generate quick, context-aware responses.

In essence, Birdeye equips businesses with an enhanced toolkit to streamline and elevate their social engagement, fostering stronger and more meaningful connections with their audience.

Go to ‘Social AI’ in the left navigation rail. Click ‘Engage,’ and select ‘All engagements.’

Businesses can utilize an All Channels feed to efficiently track and respond to all customer engagements across various social media platforms — including Facebook, Instagram, LinkedIn, YouTube, and TikTok — from a single, centralized view. This consolidated approach covers wall posts, comments, and direct messages in one place, enabling businesses to manage communication effortlessly and respond promptly.

Click the dropdown button to sort the stream by selecting the newest or oldest engagement.

In addition to the All Channels view, Birdeye Social AI allows businesses to view and manage individual social channel feeds. This feature enables users to focus on specific platforms, such as Facebook, Instagram, LinkedIn, YouTube, or TikTok, independently, providing a more organized and platform-specific workflow.

Businesses will receive real-time notifications via email and desktop notifications whenever someone engages with their brand on Facebook, Instagram, LinkedIn, TikTok, and YouTube.

Businesses can assign any message or comment to a specific user or team directly from the engagement feed. By clicking the ‘Unassigned’ option, users can easily delegate conversations to the right team or individual, ensuring quicker responses and better accountability in managing social interactions.

Businesses can maintain a professional and secure social presence by leveraging Birdeye’s enhanced moderation tools designed to give teams greater control over audience interactions and comment management.

Click the three vertical dots, and users can view the activity log, send a DM, repost, hide or delete comments, block users, and mark as spam directly from the engagement feed. These actions help businesses preserve a respectful and clutter-free comment section, ensuring their brand reputation remains positive and protected from unwanted interactions.

By clicking ‘Activity,’ it provides a detailed log of all actions taken on a specific engagement. This includes updates such as sentiment changes, user blocks or unblocks, and moderation history. With complete visibility into every interaction, teams can stay informed, track accountability, and ensure consistent engagement management across the organization.

Users have the option to like the post by clicking on the 'Thumbs up' icon. You can reply to the post by clicking the 'Reply' button next to the thumbs-up button. Additionally, you can close the conversation by hitting the 'Tick' button in the circle and add tags to the post by clicking the ‘Tag’ icon next to the tick button.

Users can easily categorize each engagement by setting its intent, sentiment, and urgency levels.

Intent helps identify the nature of the message—whether it’s a complaint, appreciation, inquiry, feedback, or sales lead—allowing teams to prioritize and route conversations effectively.

Sentiment classification (Positive, Neutral, Negative, or Unclassified) enables businesses to gauge customer emotions and track overall brand perception.

Urgency levels (Critical, High, Medium, or Low) help determine the priority of a response, ensuring that time-sensitive issues are addressed promptly.

If you have configured the Social Engagement Agent, a context-aware crafted response will automatically appear based on the detected intent, sentiment, and urgency of the message.

You can choose to post the suggested reply instantly by clicking Post reply, or use the three-dot menu beside it to either ‘Edit’ the response for personalization or ‘Dismiss’ it if you prefer not to use the suggestion. This ensures every reply aligns with your brand’s tone while maintaining efficiency in managing social interactions.

Users can turn off agent-suggested AI responses by clicking the ‘AI’ icon at the top right of the page and toggling off the ‘Show AI-suggested replies’ option. This disables automated reply suggestions.

To manually respond, click the reply icon.

Enter the response in the text box.

Even if the Social Engagement Agent is not configured, users can still leverage AI to craft responses. Click the ‘AI’ icon below the reply box and select ‘Reply’ to generate a response.

To send a response for approval, click the ‘Select approval’ dropdown and choose the appropriate ‘approval team’ from the list. This ensures that your drafted reply is reviewed and approved by the designated team before being published, maintaining consistency and compliance with your organization’s communication standards.

After selecting the approval team, click ‘Submit for approval.’

Once the response is submitted for approval, you can find assigned approvals in the ‘Awaiting approval’ tab.

From here, approvers can ‘Reject’ and ‘Approve’ the response to be published.

If approvers click Approve, the response is instantly published on the selected social channel. However, if they ‘Reject’, they can provide feedback explaining the reason for rejection and suggest ways to improve the response. Finally, click ‘Reject’ to confirm the rejection.

Additionally, approvers edit or delete a response that is in the Awaiting approval stage by clicking the three-dot menu beside it. This allows you to make quick adjustments or remove a reply before it is reviewed and approved, ensuring only accurate and brand-aligned responses move forward for publishing.

Once the reply is rejected, it can be viewed under the ‘Rejected replies’ tab. Users can fix and submit the response again.

The same message is displayed under the channel(s) feed.

Approvers also get email notifications for approval reminders.

Users can create their own custom engagement feeds, allowing them to filter by channel and types of engagement, such as comments, likes, direct messages, and mentions, reply rejected, scheduled, and more, to obtain a clear picture of the metrics that matter.

Click the filter icon in the top right corner.

You can filter by ‘Message type’ and channel of engagement, including comments, ad comments, direct messages, wall posts, mentions, etc., to gain a clear picture of the metrics that matter to the business. Once you have made your selections, click on 'Apply' to activate the chosen filters.

You can filter the stream based on the ‘Status,’ which includes open, closed, replied, haven’t replied, and more.

Filter by ‘Reply type.’

Users can also filter feeds by ‘Sentiment,’ ‘Urgency,’ ‘Intent,’ levels, along with ‘Posted by,’ and ‘Tags.’