Qualtrics Social Connect Key Terms

About Qualtrics Social Connect Key Terms

This page covers common terms you’ll encounter while using Qualtrics Social Connect, broken out by the major areas of the platform.

General Terms

Common terms you’ll find across the Qualtrics Social Connect platform.

• Authorized connection: If you connect social profiles, can also add them as an authorized connection. This allows the profile to interact with your incoming mentions.
• Contact: A contact is a customer or follower that contacts or engages with you through your social profiles. The mentions they send will appear in your Social Connect Inbox.
• Inbox: A section in Social Connect where all of your mentions are organized.
• Insights: A section in Social Connect where you can view statistics and analyses.
• Keyword query: Also referred to as keyword search. This is where you can define the keywords (and additional conditions such as language, country,..) that Social Connect will monitor for you. It’s important to understand that Social Connect only tracks in real-time, which means that historical data will not be crawled. Social Connect will start tracking matching mentions from the moment you create your keyword query.
• Mention: Any blog post, news article, tweet, email, direct message, or comment that matches any of your topics.
• Mobile application: A mobile application is a program designed to run on smartphones, tablet computers and other mobile devices. Social connect is available as a mobile application.
• Project: Organize related topics together into a project so that you can analyze them together.
• Publishing: A section in Social Connect where you can publish new content on your social media profiles.
• Social profile: Individual accounts on social media platforms like Twitter and Facebook. By connecting social profiles to a topic, you are able to track posts, interact with, and see growth statistics for those profiles.
• Stream: A stream helps you define what data will be collected for your topic. Data can be crawled through keyword queries, Instagram Hashtags, or connected profiles. Each keyword query, Instagram query, or connected profile counts as one stream.
• Team performance: A section in Social Connect where you can monitor your team’s performance, such as how long it takes to resolve mentions.
• Topic: Topics are searches that you set up in Social Connect. Typically, you will use 1 topic per subject or company you’d like to track.
• Volume: Each Social Connect account has a defined maximum volume. This volume indicates the amount of monthly mentions that can be tracked over all of your topics. You will receive warnings when you’re close to maxing out your monthly volume and when you have passed it. All volumes are reset on the first day of the month. You can check your available volume and how much you’ve already used in the Preferences section of Account settings.
• Web application: A software tool or platform that can be accessed entirely through a browser such as Google Chrome. Social Connect is a web application.

Inbox Terms

Common terms you’ll find when in the Inbox.

• Approval: You can require that outgoing messages be approved before sent.
• Assignment: Mentions can be assigned to specific users who are responsible for resolving the mention.
• Drafts Contains all the messages that you have saved as a draft.
• Filters: Filters are used to drill down specific mentions (country, language, word combinations,…) in your Inbox.
• Folder: Organize similar or related mentions together into folders.
• Inbox: A section in Social Connect where all of your mentions are organized.
• Inbox Activity: Contains a detailed overview of what your Social Connect users are working on or doing in the specific topic in the account. Here you’ll be able to see who replied to messages, or posted something with the profile connected to the topic.
• Inbox History: Here you will be able to see what has been published from your Social Connect account with your connected profiles and by who. This will allow you to follow up on all the posts that have been made, who posted them, at what time, and which profile they were using.
• Outbox: Contains all messages you have schedule to be published.
• Resolution: Mentions can be resolved by either replying to the customer or manually resolving the mention.
• RSS feed: Allows you to track every post of a site or blog, regardless of the keywords. It also allows you to track the comments made on these posts (if the website allows commenting).
• Tags: A label that can be attached to a mention for easier searching and filtering. Tags can be set manually on individual mentions or automatically on all mentions matching a certain search query.

Insights Terms

Common terms you’ll find when in the Insights tab.

• Insights: The Social Connect section where all statistics and analysis are displayed.
• Applause: Applause are online “tokens of appreciation” (such as “likes”) from others users on your social profile. Applause is different depending on its source social media platform:
  • Facebook: likes
  • Twitter: retweets and likes
  • Instagram: likes
  • Tumblr: likes and re-blogs
  • Soundcloud: favorites
  • Vimeo: likes
  • LinkedIn Managed Companies: likes
• Engagement: Engagement refers to different actions taken on your posts by other users. Engagement is different depending on its source social media platform:
  • Facebook: Comments and replies (by the profile and by others). Shares and comments on shares are not included.
  • Twitter: Replies from others on these mentions and retweets. Favorites are not included.
  • Instagram: Comments. Likes are not included.
  • YouTube: Comments only. Replies on comments are not included.
  • Vimeo: Likes and comments. Replies on comments are not included
• Mentions: A mention is a message, post, comment, etc that has been ingested into Social Connect. A mention is different depending on its source social media platform:
  • Facebook: comments, replies, wall posts and private messages
  • Twitter: replies, retweets, likes
  • Foursquare: checkins, photos, tips, listed
  • Tumblr: replies, likes, re-blogs
  • Soundcloud: comments, favorites
  • Vimeo: comments, likes

Settings Terms

Common terms you’ll find when changing account settings.

• Automation: Automations are workflows that automatically run based on criteria you set. One example is automatically tagging mentions based on keywords.
• Chart builder: Allows you to create your own chart to use in dashboards.
• Demo data: A set of topics that is continuously monitored and available to all Social Connect accounts. Demo data is very useful for testing actions in Social Connect without interacting with actual customer mentions.
• Exporting: Using the export icon that can be found in various places within Social Connect, various forms of data shown within Social Connect can be exported for easy use in external reports:
• Notifications: Email alerts when there are new mentions that require your attention.
• Posts: Mentions that are originally generated directly by a profile.
• Reports: Email reports containing a summary of Social Connect insights statistics for a specific topic. You can set up reports to send daily or weekly.
• Stop Word: Words that cannot be used in keyword searches.
• Users: Users of social networks that have voluntarily connected to the social profile, such as fans for Facebook pages and followers for Twitter.