Webex Engage provides social mentions capabilities for agents to listen to real-time Twitter and Facebook Feeds and respond to the customer.

The social mentions screen is categorized into two tabs, namely Live Feed and Hidden Items. The Live Feed tab displays all the posts/feeds received on the specified channels. Admins can choose to hide the feeds which they no longer wish to view in the Live Feeds tab by moving them to the Hidden Items tab.

Webex Engage captures the Sentiment (positive, neutral, negative) of feed items posted on the business’s Facebook page/Twitter handle and allows agents to respond to them publicly via comments. Agents can also Filter and View the feed Items by sentiment and prioritize negative posts/comments first if required.

Further, agents have the privilege to exclusively filter and view the feed items that contain blocked words under the Blocklists filter and even respond to them publicly via comments.

Real-time feed items can be accessed by the agents using the social mentions icon on the left pane (of the Customer Care Console). Social mentions is a Team Level access, that is configured by IMImobile while setting up the teams. In addition, each agent should be provided social mentions privileges by the team manager or client admin to configure and listen to feed items.

Manage Twitter Social Mentions

Follow these steps to manage Social Mentions on Twitter Channel

1. Go to Customer Care Console > Social Mentions.

An agent can Filter and View the feeds by choosing one among the following:
2. Posted On: Newest First – An agent can filter and view latest feeds sorted by Date and Time.
3. Sentiment: Positive – An agent can filter and view positive sentiment feeds (indicated in green color).

4. Sentiment: Negative – An agent can filter and view negative sentiment feeds (indicated in red color).

5. Blocklists – An agent can filter and view feeds that contain blocked words (indicated with a banned symbol in red color) on social mentions screen.

Replying to Twitter Feeds

The following steps explain, how an agent can respond to the feed items:

1. Navigate to Customer Care Console > Social Mentions.

2. Click a feed item, to view complete information about the feed.

An Agent can Like or Reply to a tweet.
3. Click Like, to like a Tweet.
This is reflected on the Twitter Business page.
4. Click Reply to reply to a Tweet.

5. Click Hide to move the tweets to Hidden Items tab.
6. You can choose to move tweets from Hidden Items to Live Feed tab.
   Follow these steps to move the tweets:
   a. Go to Hidden Items tab.

b. select the tweet that has to be moved to live feed.
c. Click Move to Live Feed button.

7. If new feed items arrive on social mentions page, a message More Records Available will be displayed.
8. Click More Records Available to view the feeds.
9. An agent can select either Send and Mark Closed or Send and Keep Open from the drop-down list.

10. Send and Mark Closed: An agent can select this option to end the conversation.
    A confirmation message appears on the screen.

📘

Note:

When an agent attempts to send a reply to a Failed Broadcast Message by choosing Send Reply and Mark Closed option, a pop-up window appears stating that the feed has been closed.

The pop-up window also displays the following information:

• Whether the feed item was already addressed by other agents
• If yes, what is the message that was shared with the customer
• Status of the feed item

11. Send and Keep Open: Agent can select this option, if he/she wants to send reply and still want to keep the feed item open.
12. Enter the comment and click Send and Keep Open.
13. Reply will be sent and the feed item will be in open status. This feed item will be listed on the social mentions screen.

Public Twitter Feeds History

Follow these steps to view public feed:

1. Go to Customer Care Console > My Chats.

2. Click View Public Feed on the right-pane.
   The following pop-up window appears

3. Click individual feed item to view the entire context along with the status (unattended, replied, closed).
4. Expand further to view the complete conversation.

Manage Facebook Social Mentions

Follow these steps to manage Facebook social mentions

1. Go to Customer Care Console > Social Mentions.

An agent can filter and view the feeds by choosing one among the following
2. Posted On: Newest First – An agent can filter and view latest feeds sorted by Date and Time.

3. Sentiment: Positive – An agent can filter and view positive sentiment feeds (indicated in green color).

4. Sentiment: Negative – An agent can filter and view negative sentiment feeds (indicated in red color).

5. Blocklists – An agent can filter and view feeds that contain blocked words (indicated with a banned symbol in red color) on social mentions screen.

Replying to Facebook Feed Items

The following steps explain, how an agent can respond to the Facebook feed items:

1. Navigate to Customer Care Console > Social Mentions.
2. Click a feed item, to view the complete information about the feed.

An agent can Like, Comment or View the feed items.
3. Click Like, to like the post.
This is reflected on the business Facebook page.
4. Click Hide to move the feeds to Hidden Items tab.
5. You can choose to move feeds from Hidden Items to Live Feed tab. Follow these steps to move the tweets:
a. Go to Hidden Items tab.
b. Select the feed that has to be moved to live feed.
c. Click Move to Live Feed button.

6. If a new feed item arrives on social mentions page, a message More Records Available will be displayed.
7. Click More Records Available to view the feeds.
8. Click Reply to Post, the following message console appears.
9. An agent can select either Send and Mark Closed or Send and Keep Open from the drop-down list.
10. Send and Mark Closed: An agent can select this option to end the conversation.
    A confirmation message appears on the screen.

📘

Note:

When an agent attempts to send a reply to a Failed Broadcast Message by choosing Send Reply and Mark Closed option, a pop-up window appears stating that the feed has been closed.

The pop-up window also displays following information:

• Whether the feed item was already addressed by other agents
• If yes, what is the message that was shared with the customer
• Status of the feed item

11. Send and Keep Open: An agent can select this option, if he/she wants to send reply and still want to keep feed item open (for future reference or for other agents to address).
12. Enter the comment and click Send and Keep Open.
    A confirmation message appears on the screen.
13. The message will be sent to the customer and the feed item will be in open status.
14. Click View, to navigate to the Facebook page and view the post.

View Public Feed

Follow these steps to view public feed:

1. Go to Customer Care Console > My Chats.
2. Click View Public Feed on the right-pane of Chat Console.
   The following pop-up message appears

3. Click individual feed item to view the entire context along with their status (unattended, replied, closed).

4. Expand further to view the complete conversation.

Data Retention Policy

Feed items (Feeds / Tweets) responded to by an agent with a public comment are available less than or equal to Six Months on the Webex Engage UI.
The unattended feed items (Feeds/Tweets) by an agent can be stored less than or equal to Seven Days on the Super Admin Console (Webex Engage database).

Emojis Support

Webex Engage supports emojis on the following digital channels:

• SMS
• Email
• Facebook
• Twitter
• LiveChat
• WhatsApp
• Apple Messages for Business
• API