Connecting Social Profiles in CX Social
Connecting (managed and unmanaged) social profile(s) in CX Social is a key part of tracking mentions and data from social profiles. It allows you to engage with customers while working from within the tool and measure and track every action from your agents.
However it is important to know is that there is a difference between pages you manage and pages that you don’t manage. In this article we will explain how you can connect these profiles and what the difference is in CX Social. You can jump to a specific section by clicking on the links:
● Difference between managed and unmanaged Social Profiles
● Connecting managed Social Profiles in CX Social
● Connecting your Social Profile
● Connecting your Social Profile to a Topic
● Connecting unmanaged Social Profiles
● Reconnecting Social Profiles in CX Social
Difference between managed and unmanaged Social Profiles
Before we start connecting Social Profiles in CX Social, it is good to know the exact difference between both of these and what the exacts benefits are of connecting your managed Social Profiles.
In this example you can see the managed profile (thmrts) vs. the unmanaged profile (Tesla):
Managed Social Profiles are those for which you have Administrator rights. For example this can be a Facebook page, Twitter account,.. that you own as a brand or which you manage for a third party and have Administrator rights.
If you connect a Social page which you manage or own you this will ensure an authorized connection in CX Social. It is important to know that in order to have an authorized connection you will have to connect your personal profile via the settings. Otherwise we can’t know wheter you own the page or not.
Benefits of having an authorized connection:
● You are able to publish with these accounts (for supported services)
● More detailed Insights (for authorized Facebook Pages)
● Private messages will be crawled (for supported services)
By unmanaged Social Profiles we mean that this is page from either a competitor or a brand which you don’t own. It’s simply something you would like to monitor and maybe find out how the competition is doing. If you connect a Social page which you don’t own or manage this will have an unauthorized connection and you will only see data that is publicly available and you won’t have the benefits to publish.
Connecting managed Social Profiles in CX Social
In order to connect your Social Profiles as a authorized connection there’s 2 simply steps you need to take in order to make this possible.
Step 1: Connecting your Social Profile to CX Social
Step 2: Connecting your Social Profile to a Topic
Connecting your Social Profile to CX Social
First you will need to connect the profile in the Personal settings of your account. Reason why you need to connect this is to for us to gain an access token which will allow us to access the data we need. Don’t worry! We don’t have access to any personal details, nor do other users in your account. This is just needed for us to determine whether or not you manage a page or not.
Now, simply go to the Personal settings by clicking on your Profile picture when logged in in to CX Social and selecting Personal settings.
Next, select “Connected Profiles from the left side bar” and you will see the overview for all the connected profiles for your CX Social user. Again, this is something only you can see.
From here you will be able to connect an account from all the available social services. Click on the service you wish to connect and a publish dialog box will appear asking to authorize the account to CX Social. Make sure you are logged in on the platform with the account you wish to connect.
Example: If you wish to connect multiple Twitter accounts, you will have to sign in and out for each account you wish to connect.
Important: It is extremely important to follow the required steps and allowing CX Social to have access and permission to your profile otherwise we won’t be able to gather enough information to authorize the connection.
After following the required steps you should receive a green succes message telling you that it’s connected. And that’s it for step 1! – In the next step we will connect the Social Profile to the a topic.
Connecting your Social Profile to a Topic
If you followed the instructions correctly your personal profiles with the correct permissions should be configured. Next you want to connect this social profile to the account in order to track the mentions and data from that profile.
Simply go to “Account Settings” and select “Topics” from the left side bar. Here you will see an overview of all the topics in your account.
If you don’t have any yet, simply click the green “Add a Topic” button or edit an exisiting topic by clicking on the cogwheel to the right side. If you feel a bit rusty and you’re not sure what a topic or project is, you can read this.
Next you will need to select which service you want to add – in this example I’m connecting a Facebook page. Here you need to select “Add Facebook page” and a dialog box will appear asking you what Facebook page you want to add.
If you have added your personal Facebook account with the correct permissions and followed the steps in the previous section you should see a list of Facebook pages that are authorized connected to your user. If you are Administrator of multiple Facebook pages you will also see the other pages you manage here.
Simply select the one you wish to connect and click on “Add” and you will be redirected to the overview again and get a green succesful message once the profile is connected. If all went well there should be Authorized Connection visible to the right of the connected the stream.
Connecting unmanaged Social Profiles in CX Social
It is possible to connect unmanaged Social Profiles in CX Social. For example if you want to connect a Social Profile from a competitor, brand or profile where you don’t have sufficient user permissions you can.
Simply navigate to the Account Settings and select Topic from the left side bar. Once you are there you should see the overview of all the topics in your account.
Simply select the topic (or create a new one) where you want to monitor and track the brand in. If it is in an existing topic, click on edit. You can select which kind of social profile you wish to add.
Click on the service from which you which to monitor a social profile and click on “Add”
In the dialog box that appears you will be able to enter the name of the account into the search bar and hit “Search” once you are ready.
We will show you a list of the most relevant profiles or pages that match the search. If your page or profile isn’t in there, you can copy paste the URL of the profile and hit “Search”
Simply select the one you wish to connect and click on “Add” and you will be redirected to the overview again and get a green succesful message once the profile is connected.
Important: Remember that this is an unmanaged and unauthorized page.
Reconnecting Social Profiles in CX Social
From time to time, you might receive an e-mail telling you that the connection for one of your authorized profiles is expired. It is crucial that you re-connect the authorized profile as soon as possible because otherwise you might miss out on data.
Reason why this happens is due to the fact that most services require valid tokens from third-party applications like CX Social. If the token expires this needs to be refreshed.
Unfortunately this is a limitation of the API per provider and is simply needed in order to keep an authorized connection in CX Social.
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