Community Management Preferences Intake
About this template
This intake helps social media managers establish clear, client-approved standards for engaging with comments and direct messages. It covers brand voice, public moderation, private inbox handling, urgent escalation paths, legal or platform requirements, service levels, reporting, and account access.
Who it’s for
- Social media agencies onboarding community management clients
- Brands that need consistent replies across public comments and DMs
- Regulated or service-focused businesses with defined escalation requirements
- Teams managing multiple social platforms and community response workflows
When to use it
- Before starting a new social media community management engagement
- When updating brand voice, moderation, or comment response standards
- Before giving an agency or contractor access to social media accounts
- When formalizing escalation contacts, response-time targets, and reporting metrics
Customization tips
- Add approved and prohibited response examples that reflect your brand voice.
- Define high-priority incidents such as threats, legal complaints, refund requests, or product safety concerns.
- Specify platform-specific rules and any required legal, compliance, or disclosure language.
- Set separate response-time targets for public comments and direct messages.
- Upload brand voice guides, moderation policies, escalation flowcharts, and sample responses.
Preview the template
About Sydnee RequestsInteractive preview — your clients fill this out in their portal on your domain.
Assigned toYour client
Community Management Preferences Intake
Community Management Overview
Tell us the high-level goals for community engagement and how you'd like your audience to feel after interacting with your brand.
What are the top 2–3 objectives for day-to-day community management? (Short bullet points are fine)
Helps us tailor tone and escalation for your audience.
Response Tone & Voice
Define how replies should sound across platforms (professional, playful, empathetic, etc.). Include examples if possible.
Choose the single best descriptor for your brand voice.
Provide sample phrasing we should replicate when responding.
List words, phrases, or approaches that should never be used.
Moderation Guidelines — Public Comments
Rules for moderating comments on posts: what to remove, hide, warn, or allow.
Select items that should be taken down without escalation.
Examples: profanity without slurs, heated arguments, off-topic but not abusive.
What can remain but should be watched for escalation?
Templates help maintain consistent public-facing replies.
Direct Messages (DMs) & Private Inboxes
Guidance for handling private messages, including support requests, sales leads, and abusive messages.
Choose the default approach for incoming private messages.
Provide short message templates we can use or adapt in private conversations.
List types of private messages that require immediate escalation and why.
Escalation Rules & Contacts
Who we call and how for issues beyond community manager scope (policy, legal, refunds, product incidents).
Describe what counts as low/medium/high urgency and how quickly each should be handled.
Who should we contact first for urgent community issues?
Email address for urgent issues (used for escalation and documentation).
Best phone number to reach the escalation contact for immediate incidents.
Fallback contact for after-hours or if the primary is unreachable.
Secondary contact email (optional).
Secondary contact phone (optional).
Policy & Legal Considerations
Platform-specific rules, legal constraints, and required disclosures we must follow while engaging.
Tell us which social platforms and any specific platform rules or brand-required disclosures.
List any legal text or industry compliance rules we must include or avoid in replies.
Metrics, Reporting & SLA
How you want response metrics tracked and reporting cadence for community activity.
Select the target time to respond to public comments.
Select the target time to respond to direct messages.
How often would you like community management reports?
List 3–6 metrics you care about for community health and performance.
Practical Details & Access
Account access, tools, and any brand materials we need to manage community channels properly.
Paste the public profile links for the accounts included in this engagement (one per line).
Upload tone-of-voice docs, style guides, escalation flowcharts, or past comment examples.
Please upload your logos or brand kit for reference (optional).
Sign-off
Confirm that the details above are accurate and provide any final notes.
Optional — add any extra context or one-off rules.
Name of the person approving these community guidelines.
Email for confirmation and any follow-up questions.
Sign here to confirm you approve these community management preferences.
Draw a signature in the box above
