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Engage from CRM (reply or dm or comment)

A user replies to a mention, comments on a post, or sends a direct message to a social profile directly from the CRM. The outbound message is sent through the connected social account, logged as an Activity, and threaded under the source mention.

When this happens: You click Reply / DM / Comment on a mention or Contact's social tab.

Step by step

  1. 1

    In the Social Inbox or on a Contact's timeline, clicks Reply on a mention.

    EasyCRM opens the engagement composer, pre-filled with the provider's required reply context (post URL, inReplyToId). Character counter respects the provider's limit.

  2. 2

    Types reply (≤ provider limit), optionally inserts a saved snippet or merge field, clicks Send.

    EasyCRM checks against guardrails (FR-13-015 BR-2): blocked words, double-send dedupe (same target + same body + same sender within 60 s). EasyCRM sends via provider API using the user's (or brand) tokens. EasyCRM stores ExternalMessageId on the new Activity for thread correlation. EasyCRM marks the source mention.

Other paths

Send direct message

On a Contact with a linked social profile, clicks DM. EasyCRM sends via provider's DM endpoint. If the target requires an open conversation window (Instagram 24h, LinkedIn 1st-degree only) the action is gated upfront, not after a failed send.

Quote-reply with template

Inserts a saved snippet from the snippet library. Merge fields ({{firstName}}, {{ownerName}}) are resolved against the Contact context.

If something goes wrong

Provider rejects send

Returns 4xx with reason (rate limit, blocked user, content policy). EasyCRM shows inline error with the provider's message. Activity is not created. No silent failures.

Dm window closed

EasyCRM detects the target conversation is closed by provider policy. Suggests Post a public reply instead or Wait for the contact to message first

Good to know

  • Outbound messages always honour the provider's character/attachment limits — the composer enforces them client-side and the server re-validates.
  • A "blocked content" list (configurable by Admin) blocks sends containing flagged terms with a clear error.
  • All outbound engagement is audit-logged with the message body.