a2a2NSoftDocumentation
⌕
Home/Omnichannel

Omnichannel · Daily operations · 7 min read

Comments, media library and AI copy

Answer public comments, manage the media library and brand assets, and generate caption copy.

Required permission: omni.social.view, omni.reply, omni.social.create, omni.ai.use

Before you begin

Menus under Social and Content need omni.social.view. Replying to comments needs omni.reply. Changing media needs omni.social.create. The AI studio needs omni.ai.use.

Work the comment queue

  1. Go to Omnichannel > Social > Comments. Each card shows the author, handle, text, status, sentiment and time. Tabs: Open, Replied, Hidden, Closed and All.
  2. Use the card actions:
    • Reply: a public reply (up to 4000 characters). Empty gives 'Write the reply.' If the account is gone: 'The channel is not connected.'
    • Like
    • Hide / Show on the platform
    • Assign to a colleague
    • Tag (up to 20 tags, 40 characters each)
    • Create Lead (omni.lead.create) and Create Ticket
    • Close and View the original
  3. Social > Mentions is the same queue filtered to mentions of your brand.

Comments are de-duplicated: the same comment id arriving twice is stored once.

Media library

Go to Omnichannel > Social > Media Library (also under Content).

  1. Click Upload and choose images, videos or PDFs. Each file can be 64 MB at most. Larger: 'Files up to 64 MB can be kept in the library.' Other types give 'Images, videos and PDFs only.' An empty file gives 'The file is empty.'
  2. Or click Add by URL and type the full address, starting with http:// or https:// ('Give the full address.').
  3. Open an item to change its Name, Type, Tags, Campaign and whether it is a Brand asset.
  4. Delete removes an item, unless a post uses it: 'Used by POST-00003 - remove it from those posts first.'

Content > Brand Assets shows only brand assets; anything uploaded there is marked as one.

Content templates

Content > Templates holds reusable caption templates, hashtag sets, replies, campaign copy and post copy, each with a language and text. Add, edit or delete them. They also appear under Configuration > Templates.

AI Content Studio

  1. Go to Omnichannel > Content > AI Content Studio.
  2. Choose Write a (caption, headline, hashtags, call to action, Arabic or English version, image brief, video script, product description, campaign copy or reply suggestion).
  3. Choose the Language, Platform and Tone.
  4. Type About ('Describe what to write about.').
  5. Click Generate, then Copy, or Use from the post composer.

Without an AI model, a built-in template answers (for example adding #UAE #Dubai). Arabic needs the model.

Engagement figures

Social > Engagement shows followers, reach, impressions, engagement, posts, comments, shares, clicks and lead conversions per account for 7, 30 or 90 days. Metrics are fetched daily from live accounts only.

Good to know

Updated 3 October 2026