Social Inbox

Social Inbox Dashboard

The social inbox dashboard consists of the following elements:

• Header: Click on the phase arrows in the header to switch between phases in the social inbox. Hover the mouse cursor over a phase arrow to display information on that phase in a tooltip.

  The current phase is highlighted in orange. The number of messages in each phase is displayed beneath the name of each phase. The total number of messages is displayed on the far right.

• Search Results: The search results list the messages in the currently selected phase. The individual messages are displayed here.Click on a message to display all messages in the same twist in the Twist Messages area below the search results.
• Twist Messages: If you click on an entry in the search results, all the messages in the same twist are displayed here:
  • The original message posted to the social media platform
  • The individual responses you posted to the social media platform from the social inbox
  • All replies and comments from other persons on the social media platform who were involved in the discussion
• Information on the sender and content of the currently selected message are displayed to the right of the Twist Messages area. If available, additional Twist Details are also displayed.

Each of these areas has its own toolbar, which can be used to process the messages. For example, you can flag spam using the Mark As Spam button in the search header (to flag a message as spam) and the Mark Twist as Spam button under Twist Messages (to flag a twist as spam).

Message Types

In order to distinguish between different messages, they are split into various types in the Twist Messages area.

• To the left of the message:
  • (Inbound): Messages originating from the social media platform.
  • (Outbound): Messages sent from the social inbox.
• In the Message type column:
  • Initial: The initial message. The twist starts with this message.
  • Answer: Outgoing messages, i.e. those sent from the social inbox.
  • Reaction: An incoming message in reply to an answer.
  • Related: All messages that are not one of the previous types.

Marking Twists as Read

Unread twists are displayed in bold.

Select a twist and click on (Mark As Read) to flag the twist as having been read. It is then no longer displayed in bold.

Marking Messages as Spam

You can flag individual messages as spam in the search results, or the entire twist (under Twist Messages). These messages are no longer displayed.

To mark a twist or message as spam:

1. Select the desired twist or message.
2. Click on (Mark As Spam or Mark Twist as Spam).
3. Click on (Show Spam) in the search results header to display messages marked as spam. The button changes to (Hide Spam). Click on the button again to view the messages and twists not marked as spam.

Moving Twists Between Phases

You need to manually move twists from the Listen phase to the Understand phase, and from the Understand phase to the Engage phase.

To do so, click on (Move Twist to "[Phase]").

Determining the Sentiment and Relevance of a Message

You can enter the sentiment (good, neutral, bad) and relevance of the message to your company. You can enter this information starting from the Understand phase, allowing you to determine priorities and in order to better analyze the data at a later date.

To enter the sentiment or relevance of a message:

1. Select a message in the desired twist in the search results and select the desired message in the twist under Twist Messages. The details of the message are displayed on the right.
2. Click on (Edit).
3. Enter the Sentiment and Relevance.
4. Save.

Invite Authors to Join Other Social Media (Opt-in)

You can send the author of a message an invitation to join another social media network (e.g. your company’s community) in order to take part in further discussion, e.g. CRM.loop, where you can manage customer’s ideas and feedback. The invitation includes a link where the author can access the social media platform. If the author logs on to the platform, the Opt-in status field in the social profile is automatically set to "Successful".

To invite an author, switch to the Engage phase and click on (Invite to...) in the Twist Messages area.

Linking Messages to a Person

You can link a message to a person in the Aurea CRM database (provided you comply with applicable data privacy and protection legislation). This option is available in all phases apart from the Listen phase.

To link a message to a person:

1. Select a message in the desired twist in the search results. All messages in the twist are displayed under Twist Messages.
2. Select the desired message and click on (Assign Person).
3. Search for and select the desired person or add a new person. The message is linked with the person (using a social profile record).

Sending Messages to an Author

From the Understand phase onwards, you can reply to the author of a message directly from the social inbox, e.g. to inform them that their complaint is being handled.

In order to be able to contact a person, they must be stored in the Aurea CRM database and the message must be linked to the person, see Linking Messages to a Person.

To send a message to an author:

1. Select the desired message in the appropriate phase.
2. Click on (Respond).

   

3. Write your reply and send it. The message is sent to the social media platform that the original message was posted to.

Creating a Ticket for a Message

If a twist concerns a problem, you can add a corresponding ticket. You can also link the message to an existing ticket if the problem is already known. Once the ticket has been added, the twist is automatically moved to the Process phase.

The ticket is then processed by the responsible service employee, see Customer Service in the vertical-specific manual.

To add a ticket:

1. Switch to the Engage phase.
2. Select a message in the desired twist in the search results and select the desired message in the twist under Twist Messages.
3. Click on (Create Ticket) and choose whether to add a new ticket or link the message to an existing ticket.
4. Enter the ticket’s details and save it.

This ticket needs to be assigned to a service employee. Once the ticket has been processed or if the responsible rep has additional information (e.g. the solution is included in the next service pack), this information needs to be transferred to the social inbox message. Once this occurs, the twist is automatically moved from the Process phase to the Feedback phase.

Adding an Idea from a Message

If a twist discusses ideas such as feature requests that affect product development, you can add an idea. The idea is linked to both the author’s person record and the message. The twist is automatically moved to the Process phase.

To add an idea:

1. Switch to the Engage phase.
2. Select a message in the desired twist in the search results and select the desired message in the twist under Twist Messages.
3. Click on (Create Idea).
4. Enter the details and save.

Linking a Twist to a Ticket or Idea

You can link a twist to an existing ticket or idea:

1. Select (Marketing) > Twists. Select a Stage and click on Start Query.
2. Click on (Quick View) and click on Open in the quick view.
3. The record is displayed in tab view.
4. Double-click on the record to switch to edit mode.
5. Click on (Select) next to the Ticket or Idea field to select the record you want to link the twist to. When linking a twist to a ticket or idea, activities of the type Social are added automatically and are linked to the ticket or idea.

Sending Feedback to an Author

Once a ticket has been processed, the Write Feedback to Social Inbox option is available in the ticket (provided the ticket is linked to a twist). Once the service employee sends the feedback, the associated twist is automatically move to the Feedback phase.

The text entered by the service employee is displayed in the Feedback field under Twist Details. The rep responsible for the social inbox can use this information to send feedback to the author of the message.

Closing Twists

You can close a twist in any phase. The twist is then moved to the Closed phase. Note that this phase is not displayed in the dashboard. Click on (Close Twist) to close the twist.

Changing the Phase of a Twist

If you have moved a twist to the next phase by mistake, you can move the twist back to the previous phase.

1. Select (Marketing) > Twists. Select a Stage and click on Start Query.
2. Select the desired phase type from the context menu.

Opinion Leaders

Opinion leaders are persons that are heavily engaged in discussions on social media platforms. You can determine that persons who have posted at least a certain number of messages are classified as opinion leaders. You can display these opinion leaders.

To display opinion leaders:

1. Select (Marketing) > Key Opinion Leaders.
2. Enter the minimum number of posts required by opinion leaders in the Number of records field.
3. Click on Start Query. All persons who have posted at least this number of messages are listed.
4. Select the desired option from the context menu to further process the record.

Communication Flow

You can display an analysis of the number of messages in each phase in the social inbox.

To analyze the communication flow, Select (Marketing) > Social Inbox Flow Analysis. The analysis is displayed.