Social Monitor

Overview

Social Monitor empowers enterprise customers to oversee social media activities conducted by their agents proactively. This tool serves a multifaceted purpose, alerting managers to inappropriate posts, facilitating post removal, enabling escalation for further action, and meticulously managing an audit trail of comments and actions associated with violating posts.

One of the core functionalities of Social Monitor is to safeguard the company's online reputation and ensure compliance with social media policies. It achieves this by promptly alerting managers whenever an agent shares posts that might be perceived as spam or are inconsistent with the company's established social media guidelines.

Account and Organization Managers can effortlessly monitor the social media feed of every agent's connected business profile, spanning platforms such as Facebook, Twitter, and Instagram. This consolidated view streamlines oversight, fostering efficient management and swift responses to any potential concerns.

Streams

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Under the Streams section, managers can view all live posts from agents' social profiles across various platforms.

Available activities include flagging or escalating a post, accompanied by the option to add notes or send messages. The Send Email feature enables sending a note as an email to the post owner, while the Private Note ensures that the note remains on the platform for managerial actions.

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Managers can apply Macros—predefined responses for actions—or choose to mark a source as trusted to filter content automatically.

Creating a Macro

To create a new macro, follow these steps:

1. Click on the Macros button available at the top of the page.

2. A side page called "Macro Settings" will open. Click on the "Add New Macro" button.

3. Provide a name and description for the macro.

4. In the "Actions" section, choose the status of the macro, whether it's for unflagging, flagging, escalating, or resolving.

5. Select the action from the dropdown menu that you want this macro to trigger. Beneath the action dropdown, enter a note for users to read. Depending on the selected action and note, applying the macro to a post will either trigger a private note or send an email with the entered note to the respective user.

6. Click the blue Confirm button to create the Macro.

Alerts

The Alerts section catalogs auto-flagged or manually flagged posts, including image and video posts that require manual review. Monitors, set as stop words or keyphrases, help filter the agents' social posts for manual review. The escalation of posts implies violating the company's social media policy, and the manager decides to resolve or maintain escalated status until deletion. By default, posts that include images and videos are auto-flagged for managerial review.

Creating a Monitor

To create a new monitor, follow these steps:

1. Click on the "Edit Monitors" button available at the top of the page.

2. A side menu for all Monitors will open. Click on the + button icon in the top right corner.

3. Enter the keyword that should be monitored and automatically flagged in Social Monitor.

6. Click the blue Save button to create the Monitor.

Once a Monitor is created, it becomes part of the system's scanning process across social posts as they are received. If a post includes the designated keyword, it will be flagged for managerial review. It's important to note that the newly created Monitor will not impact posts that were already posted before the Monitor was created.

Escalation

When a post does not align with your organization's values, brand image, or community guidelines, you can escalate the post to higher management or notify the user to remove the post immediately. All the escalated posts can be viewed in the escalation section.

Escalating a Post

To escalate a post, follow these steps:

1. On the Streams feed, click the Escalate button on the post.

2. When the menu expands below the post, select which type of message this is: an Email to the post owner or an internal note to other managers. Then type the intended message in the textbox.

3. Click the blue Submit button to send the email or post the internal message for other managers to see.

Resolution

This section compiles all resolved posts that were previously escalated by the manager. Managers can check the status of removed or live posts by clicking on the social media header to view the original post.

Trusted Sources

The Trusted Sources tab lists all posts that originated from trusted sources, which can be established by a manager when a specific website has permission to post on social media on behalf of the user.

Adding a Trusted Source

To add a site as a trusted source in Social Monitor, click the badge icon next to the source’s name on the post.

Upon the expansion of the menu from the right side of the page, confirm your decision to add the site as a Trusted Source. Marking a site as a Trusted Source ensures that all posts from that origin will be automatically directed to the Trusted Source feed. Additionally, any future posts from this site will be channeled to the Trusted Source feed.

Reports

The Reports page showcases a feed of all reports generated within Social Monitor, offering details such as the report generator, date ranges, and timestamps. Managers have the option to re-download previously generated reports for reference or further analysis.

Generating a Social Monitor Report

To generate a Social Monitor report, click the Reports button in the top right corner of the page.

From the dropdown menu, choose the report type—either based on a date range or a keyword.

Specify the date range for the report or, if opting for a keyword-based report, enter the relevant keyword.

Finally, click the blue "Generate Report" button to initiate the report generation process.