Actioning Mentions

About Actioning Mentions

In Qualtrics Social Connect there are different action capabilities for interacting with mentions. The options available to you depend on if you’re using the context view or the reply bar to interact with your mention.

In general, the context view is used for managing the mention (applying tags, translating it, assigning it to users, etc). Meanwhile, the reply bar is used for replying to the mention.

Context View Actions

The context view is the default view when viewing a mention, post, or any other content in the Inbox. When looking at content in the context view, you can do the following:

1. Resolve button: The check mark in the upper right corner allows you to resolve or unresolve a mention. A mention is resolved when the checkmark turns blue. New mentions will land in your Inbox folder and the checkmark will be gray. After taking the necessary actions on it (tagging, replying, etc), you can resolve the mention and it will be placed in the ‘archive’ folder in the Inbox.
2. Actions: Actions appear at the bottom of the mention. From left to right, these options include:
   • Assign: Click this button to select which user in your organization should follow up on this Mention. After assigning someone to the mention, the mention disappears from your Inbox folder, and moves to the ‘Assigned’ folder. See Assigning Mentions for more information.
   • Sentiment: Your mention will be automatically assigned a sentiment based on Qualtrics’ assessment of the mention’s content. However, if you wish to alter the sentiment of a mention, you can do this manually by clicking this button and choosing a new sentiment.
   • Engage: Depending on the mention’s source and which social profiles you have connected to your account, you will see some platform-specific engagement buttons on a mention. These allow you to reply, comment, like, retweet, favorite, share or send a private message to the author of this mention.
   • Tag: You can tag your mentions to organize them into different categories. Tags will be shown on the mention and can be used to filter. See Tags in Social Connect for more information.
   • Translate: Uses machine translation to automatically translate the mention into your default language. You can set your default language in the Advanced section of Account preferences.
   • Permalink: Copies a link to that single mention within Social Connect. This comes in handy when you need to refer to a specific mention when contacting Qualtrics Support.
   • Add to / Remove from Case: Add or remove a mention from one of your cases. This option allows you to add a mention to an existing case or create a new case. See Grouping Mentions in a Case for more information.
3. Advanced Actions: Every mention contains a dropdown menu with additional actions. The actions available to you depends on the type of mention:
   
   • Reply to the mention: You can click on the “reply” arrow to reply to the mention or you can simply type your reply in the reply bar below.
   • Private Message: Click this button to reply privately to the user. A pop-up will appear and you’ll be able to select the social profile you want to answer with.
   • Retweet: Click this button to retweet the mention with a social profile of your choosing.
   • Add note: Attach a note to the mention.
   • Delete note: Delete an attached note.
   • Edit: Several properties (country, language, category, and type) are detected automatically but can be overwritten manually when needed.
   • Delete from Qualtrics Social Connect: When clicking this button you are able to delete the mention from Social Connect. You will also be shown a dialog box with options for deleting not just the selected mention, but also similar mentions (e.g. same source, language, etc.). Sometimes, depending on the mention type and source, you also have the option to delete the message from the native source.
   • Delete from Platform: Only shown for your own posts on your page, other people’s posts on your page, and comments on posts on your page.
   • Hide from Platform: Only shown for other people’s posts/comments on your page. It’s not possible to hide your own posts/comments.
   • Boost this post on Facebook: When you select this option, you will be redirected to your post on Facebook where you are able to boost your message.
   • View Twitter Account: When you select this option, you will see a mini profile of the user in a pop-up.
   • View Statistics for Thread: When you choose this option, you are directed to the Insights page which is then filtered on by conversation. This means you will only see analytics for mentions belonging to this conversation (i.e. the original post + all the comments/replies/retweets/likes attached to it).
   • Send by Email: Send a mail with the mention, including links to it within and outside of Social Connect, and optionally, a custom note added by you. This is mostly useful to send to colleagues who are not using Social Connect.
   • Edit all in thread: With this option you can edit all the mentions in the specific conversation all at once
   • Anonymize & Erase Content: When selecting this option, you are able to anonymize the mention and erase its content.
4. Mention History: Click the arrow in the bottom right hand corner to see all the actions performed on the mention, as well as the response time and the handle time.
   

Reply Bar Actions

The reply bar available at the bottom of the Inbox has the following capabilities for replying to mentions:

1. Reply: Send out your reply written in the reply bar. Depending on the type of mention, this button could say something else, like “Send Email” or “Reply with PM.”
2. Add note: Add a note to a mention. Click Add note and then type your note in the yellow box that appears
3. Message Customization Options: The options in the top right corner of the reply bar can be used to customize your message. From left to right, these options include:
   • Upload file: You can add a file to your reply by clicking in the paperclip icon on the.
   • Add emoji: The smiling face icon will open up an emoji gallery where you can pick and choose emojis to add to your reply.
   • Responses: The chat bubble icon opens a menu for you to choose a canned response to use as your reply.
   • Knowledge base: The book icon opens your organization’s knowledge base, allowing you to choose an integrated knowledge base to your in your reply.
4. Write your message in the box in the middle of the reply bar.
5. Selected Profile: Social Connect will automatically select a profile to reply or publish with. If you have multiple profiles connected for the same service, then you can click the profile and choose a new one.
6. Message Publishing Options: After writing your message, you don’t have to immediately send the message. You can choose to save the message as a draft, send it to someone for approval, or save it as a canned response. The available options include:
   • Save as draft: Save the message as a draft so you can edit it later.
   • Send for approval: Send the message to an approver before replying.
   • Reply: Send your message to the customer.
   • Save as canned response: Save the message as a canned response so you can reuse it later.
   • Set case to pending: Use this option to set the case to pending so that no one else on your team replies to it.

When replying to posts on Feedback, please be aware of the following:

• You can initiate a PM on a wall post made by a private user.
• You can initiate a PM on a user comment or reply made on a wall post of your own profile
• You can not initiate a PM on a user comment made on a wall post of a private user.
• You can only initiate one PM per public mention.
• When responding to a customer in a private message conversation, your replies will always be sent out to the most recent message from the customer in that thread. This means that you can still click to previous messages in the conversation for reference as needed, but your reply will always send on the last PM in the thread to mimic the flow of the conversation natively.

These limitations are dictated by Facebook. The same rules apply natively when sending messages on the Facebook platform.