workflow · how to

Configure DM automation and moderation

Follow the configure dm automation and moderation workflow in Slack.

Goal

Set up reply flows, inbox rules, moderation thresholds, and sentiment alerts so inbound social traffic is filtered and routed before your team replies manually.

When to use this

Use this workflow when you are a brand admin preparing the Engage inbox for automated and rule-based handling:

  • Reply flows: send automated responses when inbound messages match a trigger, such as a keyword.
  • Inbox rules: route, tag, prioritize, or assign conversations based on conditions.
  • Moderation: flag or block risky inbound messages using spam, profanity, or repeated-link thresholds.
  • Sentiment alerts: notify a Slack channel when negative sentiment crosses a threshold.

Configure reply flows and inbox rules first if you need both automation and routing. Add moderation and sentiment settings when you want risky or negative traffic surfaced before manual replies.

Before you begin

Confirm these prerequisites:

  • You have admin access to the brand you are configuring.
  • Your organization is on the Team plan or Scale plan. Reply workflows are not included on Free or Starter.
  • Connected social accounts already receive inbound conversations. Complete inbox setup if the Engage work center shows no traffic.

You can reach reply flow and inbox rule settings from the Settings work center or from the Engage work center when the reply flows shortcut is visible for your role.

Steps

Open reply flow and inbox rule settings

  1. Type /social and switch to the Settings work center.
  2. Open Inbox & Replies.
  3. Choose Reply Flows to open the reply flows hub and manage automated DM and reply-flow templates.
  4. Choose Inbox rules from the same group when you need condition-based routing, tagging, priority, or assignment actions.

Alternate entry: from App Home in the Engage work center, open the reply flows manager when that action is visible for your role.

Create or edit a reply flow

  1. In the reply flows manager, choose Create or edit an existing flow.
  2. In the reply flow editor, set the trigger, such as a keyword match, and the response template the flow should send.
  3. Save the flow and toggle it active.
  4. When the manager flags invalid automation content, fix the template or remove the broken flow before you activate it.

Configure inbox rules

  1. Open the inbox rules manage list from Inbox & Replies.
  2. Create a new rule or edit an existing one in the inbox rule modal.
  3. Add at least one condition and one action.
  4. Include required targets for assignment, routing, or tagging actions when the action type needs them.
  5. Save the rule and confirm it appears in the manage list.

Set moderation and sentiment alerts

  1. Open Moderation configuration when your workspace exposes spam, profanity, or repeated-link thresholds.
  2. In the moderation config modal, save the thresholds that should auto-flag or block risky inbound messages.
  3. Open Sentiment alerts to set threshold, channel, and frequency values for negative-sentiment notifications.
  4. Save each modal before you test.

Success criteria

You finished the workflow when a test inbound message produces the outcomes you configured:

  • Reply flows fire for keyword triggers and send the template you saved.
  • Inbox rules apply the tags, priority, routing, or assignment you defined.
  • Moderation thresholds flag or block messages that exceed your limits.
  • Sentiment alerts post to the Slack channel and frequency you selected.

The Engage work center reply flows card can show active flow count and recent fire activity for your brand when stats are available.

Troubleshooting

Reply Flows or Inbox rules is missing from Settings

Confirm you have admin access to the brand and that your organization is on Team or Scale. Reply workflows require plan access.

Reply flow will not activate

Open the flow in the editor and fix template errors the manager flags. Remove broken flows you no longer need, then toggle the flow active again.

Inbox rule save fails

Confirm the rule has at least one condition and one action. Assignment, routing, and tagging actions need their required targets filled in before submit.

Moderation or Sentiment alerts options are missing

These surfaces appear only when your workspace exposes them. Ask an admin to confirm brand settings and plan access.

Automation fires but routing looks wrong

Review inbox rule order and conditions in the manage list. Test with a message that matches a single rule at a time so you can see which action applied.

No alerts in the sentiment channel

Reopen Sentiment alerts, confirm the channel and frequency, and send a test message that should cross your negative-sentiment threshold.