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Actions on mentions in CX Social

Last Updated: Sep 20, 2017 04:43AM EDT
After setting up your topic in the account settings, we will start gathering data. Within CX Social, we use the term 'Mention' to refer to any blog post, news article, Tweet, Facebook Message,... that matches your setup. These Mentions will be displayed in your Inbox, and allow various actions.

In the mentions list you are able to work on mentions. Clicking the mention will open the context view of that mention, where you can handle the mention in a more elaborated way:

ŸŸ●  Actions possible in the context view
ŸŸ●  Actions possible in the reply bar

Actions possible in the Context View

1. Source Logo

This will indicate on which social platform, blog, news site or forum we found this particular mention. Click on the logo to be redirected to the mention on its original source. 

2. Author name

This shows who posted this mention. 

3. Resolve button

The checkbox in the upper right corner allows you to 'resolve' a mention. New mentions will land in your Inbox Folder, and have an unchecked box. After taking the necessary actions on it (tagging it, reply, ...), you can check the box, and the mentions will be placed in the 'archive' folder in Inbox.

4. Assigning button 

In order to organise the workflow, and work together as a Team in CX Social, we have introduced our assignment functionality. Click this button to select which fellow CX Social User should follow up on this Mention. After assigning someone, the mention disappears from your Inbox folder, and moves to the 'Assigned' Folder. You will find more information about assigning posts here.

5. Sentiment Analysis 

CX Social offers automatic “Sentiment Analysis” of your mentions for a wide variety of languages. However, if you wish to alter the sentiment of a mention you can do this manually by using this button.

6. Engaging with the mention 

Depending on where the mentions are coming from and which social profiles you have connected to CX Social, you will see some platform specific 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.
7. Share

Clicking the Share button will give you the opportunity to share the mention on your Profile. If you click the share button a dialog box will open and copy paste the mention into the content field.

8. Tag

To organize your mentions in a specific way, you can apply Tags to them. These will be shown on the mention and can be filtered on. There are two types of tags: Smart tags & Mention Tags

9. Permalink

Link to a single mention within CX Social. This comes in handy when you need to refer to a specific mention (Support will typically ask you to send them a Permalink). Click on this option and copy paste the URL of the page you are referred to.
10. Translate

CX Social uses machine translation to show a translation from any language into your default language. Your default language we should translate to, can be defined in Settings > Account Preferences > Advanced. 

11. Advanced Actions      

Every Mention also contains a drop down menu with more advanced options. Depending on which kind of Mention, there are several options available:

ŸŸ●  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. 

ŸŸ●  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. 

ŸŸ●  Retweet: Click this button to retweet the mention with a social profile of your choosing.

ŸŸ●  Add note: Attach a note to the mention

ŸŸ●  Delete note: Delete an attached note

ŸŸEdit: Several properties (country, language, category, and type) are detected automatically but can be overwritten manually when needed.

ŸŸDelete from CX Social: When clicking this button you are able to delete the mention from CX Social. You will also be shown a dialog with options for deleting not just the selected, but also similar mentions (e.g. same source, language, etc.). If you don't want to see this dialogue again, you can indicate so on top of it. Sometimes, you also have the option to delete the message from your Twitter profile, Facebook page, or Google+ page as well.

ŸŸ●  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. 

ŸŸHide from Platform: Only shown for other people's posts/comments on your page. It’s not possible to hide your own posts/comments.
ŸŸBoost this post on Facebook: When you click this button, you will be redirected to your post on Facebook where you are able to boost your message.  

ŸŸView Twitter Account: When you click on this option, you will get to see the mini profile of the user in a pop-up version (like when you click on the avatar image). 

ŸŸView Statistics for Thread: When you click this, you are directed to the Insights which are then filtered on this 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). When you click on the filter in the insights, a pop-up will jump open, where you will see the conversation ID. You can copy this Conversation ID. When you then go back to the inbox, and put this Conversation ID in your filter (under 'Conversation: is: ...'), you will get to see all the mentions in that specific conversation. 

ŸŸSend by Email: Send a mail with the mention, including links to it within and outside of CX Social, and optionally, a custom note added by you. This is mostly useful to send to colleagues who are not using CX Social.

ŸŸEdit all in thread: With this option you can edit all the mentions in the specific conversation all at once.

ŸŸ●  Mention History: When you click the arrow you’ll see all the actions performed on the mention as well as the response time and the handle time.

Actions possible in the Reply bar


1. Add photo

You add a photo to your reply by clicking the camera icon in the upper left corner. 

2. Reply

Send out your reply witten above in the reply bar.

3. Send PM

Send a private message to the author of the mention.

4. Add note

Additionally you can add a note to a mention. Simply click on "Add Note" and you can start typing your note in the reply field. 
5. Canned Response

This button opens the canned responses gallery. Here you'll be able to select one of your canned responses. In this gallery you can filter on the content, title, tags or folder of the response.

6. Selected Profile

CX Social will automatically select a profile to reply or publish with. The selected profile is based on an algorithm which is explained below:

ŸŸ●  We check which profiles are mentioned in the message you're replying to (what profile is mentioned for Twitter, on what page it is posted for Facebook, retweeted) and that are connected to the Topic or Mailbox of the mention.

  1. If we find profiles that match these conditions, we take the one that was used before to post to that service.
  2. If no profile was ever used to publish on that service, we choose a random profile that was mentioned. 

ŸŸ●  If step one does not return a profile, the profile you last used to publish on the chosen service will be selected. If the profile is connected to the Topic of Mailbox of the mention, this profile will be selected. 

ŸŸ●  If step two does not return a profile, we will select a random profile that was connected to the Topic or Mailbox of the mention. 

Of course you can always override this automatically selected profile and choose to reply or publish with another profile. 


7. Twitter Deeplink

When you are replying to a public Twitter tweet, the Reply Bar in the CX Social Inbox will show a switch that allows you to add a “DM Deeplink”. When you enable this and send out your reply, a button that requests your users to contact you via a Direct Message will be visible. Customer service conversations often start in Tweets, but then need to transition to a private channel when personal information is required. With this feature we’re making that transition as easy as a single click. You can also configure canned responses to check this box by default, so that your tweets automatically contain the call to action button, which allows the customer to send the business a Direct Message, quickly and easily.

CX Social Tip: 
Best practice for companies is to make sure they activate the setting on their Twitter account so that they can receive direct messages from people that are not following them. 

8. Reply and Resolve button

After typing your reply in the text field you'll be able to simply click Reply or select the other options from the dropdown menu (Save as Canned Response, Send for Approval, Save as Draft) You can also click the right button to Reply and Resolve. After typing your answer a + Resolve button will show instead of "Resolve". This way you can quick reply and resolve mentions. 


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