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Account Setup: Publishing Settings in CX Social

Last Updated: Jul 03, 2017 05:59AM EDT
In this section of the Account Settings, you have the option to add or edit specific settings regarding the publishing section of CX Social. We have divided this in 3 subsections. Starting with Saved Targeting which enables you to re-use certain targeting over and over again, creating and setting up your Canned Responses in the account and enable certain Publisher Guidelines in the account, preventing agents to use certain words and or sentences in the CX Social Inbox when handling mentions. 

You can quick select any of the 3 subsections and jump to the specific part. 
 
ŸŸ●  Saved Targeting
ŸŸ●  Canned responses
ŸŸ       ●  Creating Canned responses
ŸŸ       ●  Grouping Canned responses
ŸŸ       ●  Adding Twitter Deep Links to Canned responses
ŸŸ       ●  Adding Parameters to Canned responses
ŸŸ●  Guidelines
 
 
Saved targeting
 
In this section, you're able to save a specific target which later on you can apply when creating a new Facebook post in the Publisher. After you've created a saved targeting, you can always edit the specifications by clicking on the cogwheel at the right.
 
On the bottom right you can see how many of your saved targetings are still available in your account plan.
 

 
The saved filters can later be applied in the publisher section of CX Social. When you create a new post, click on the globe icon which will take you to the targeting window. Next you will see a dropdown menu where you can select the saved targeting.
 

 
 
 
Canned responses
 

In the Canned Responses subsection you can manage your canned responses. You can create canned responses to make it easier and quicker to respond to frequently occurring messages. Canned responses can later be used when working in the Publisher or Inbox.
 
Creating a new canned response

Adding a new canned response is easy! Simply click ‘Add canned response’ at the bottom of your page and you can start entering info in the template. Start by writing the message and give it a name.  By adding one or more tags to the canned responses, you will be able to quickly find the correct response from the dropdown.


 
You can add images, but bear in mind that not all services support uploading multiple images. If not, the images will be chosen in the saved order.

 
Grouping Canned Responses into Folders

Organise your canned responses by adding folders. In custom user roles, you can restrict the visibility of certain responses to specific users. By simply dragging and dropping you can add a response to a specific folder.
 

 
 
In this overview, you see the title of the response, the content of the response, the times it has been used, the image that’s included and finally the timestamp of the last update.
 
Note: using a canned response is considered by the system as an update

 
Adding Twitter Deep links to Canned Responses 

 
Twitters allows you to add deep links to your tweets which take you straight to a new direct message thread. On twitter it will look like this:

 

This functionality is also available in CX Social. DM deeplinks can be added via the toggle button underneath the reply bar in the Inbox or via a Canned Response. If you wish to add a DM deeplink to a certain Canned Response, go to Settings > Publishing > Canned Responses > Edit. One of the options there allows you to enable or disable the DM deeplink when using this response. 

Note: for this feature to optimally work, you'll have to change your native Twitter settings so that every account can send you a DM.

 
 
 Adding parameters to your Canned Responses
 
 When you’re creating a Canned Response in CX Social you can add parameters to the response you're creating. You can use the available CRM variables, but it’s possible to use custom attributes as variables as well. However, it's not possible to add custom attributes which contain boolean 
You can add for example:
 
ŸŸ●  [name]
ŸŸ●  [service]
ŸŸ●  [email]
 
When you go to Account Settings > Publishing > Canned Responses you'll be able to create new canned responses. When creating a new canned response, you can include the [author] in your message and it will show the name of the author. For example the sentence: Hello [author]! Could you please send me your order number via a [service] DM? 
 
 

 
Here's an example of the parameter usage in the canned response. We will automatically fill in the name of the person and add the name of the service to your message. You can see the [author] parameter has been replaced by the Facebook username of the customer and the [service] parameter has been replaced by the service used, Facebook in this case.
 

 

Guidelines
 
In the Guidelines subsection you can edit guidelines to restrict agent from using specific words or phrases when communicating on your social profiles. Publishing Guidelines features will help you control your external messaging by letting you block certain words or sentences. You can automatically block replies from your agents if they contain profanity or confidential information such as account numbers or IBAN codes.

You can also use this functionality to warn against off-brand messaging such as internal abbreviations, or to remind agents to use marketing-approved language about your products and/or  brand. 





 
Setup of the guidelines

If you are ready to create some guidelines for the social profiles in your account, simply navigate to the Publisher Guidelines section in the Account settings and click on Add Guidelines. Next you will get an overview of different things you can fill in. 

Here's a quick overview of all the different options you can select: 

ŸŸ●  Type
ŸŸ●  Content
ŸŸ●  Message
ŸŸ●  Restrict to User Roles


Type

Type is the first section where you can select either Type or Presets. Type is basically your own custom set of guidelines but CX Social has some preset templates that can be used as guidelines. For example CX Social can automatically determine if an agent is writing a mention containing a credit card number, email address, IBAN code, US social security number, URL, or IP Address. You can also set a minimum or maximum length to the response.



You are also able to select “All Uppercase Characters” if you want to disable an all caps answer. This prevents “shouting” and might also be useful if your agent accidentally kept the caps lock on when typing the reply. Just like text-based blocked content, the presets give you the option to edit the warning message and the effected user roles.


Content

In the Content box you need to type in the words or phrases you want to block. Add multiple blocked words/phrases by separating them with commas. When enabling "case sensitive", the content of your reply will need to match the keywords verbatim thus including capitalization.

Important: Enabling “match full words only” will ensure only full words match from the guidelines. If you disable this function, the rule will also look for partial word matches.

You have 3 different types of warnings you can select when one or more restricted words are used


ŸŸ●  Info
ŸŸ●  Warning 
ŸŸ●  Block

Info: If you select the info option the agent will see a message with a reminder that the words used don't follow the company guidelines.



Warning: our second option is warning. If an agent types a message containing a blocked word or phrase marked with a warning, a custom warning will appear, as seen in the screenshot below as well as an option to send it nonetheless. If an agent ignores a warning it will be logged in the history of the publisher mentions.



Block: Block is the last option and it will completely block content with no possibility for the agent to publish. 



Message

In the message subsection you can select what message needs to be shared when a restricted word is used by an agent. Basically this is the message your agent will see in the Inbox when the guidelines are triggered. 

Restrict to User Roles

Last but not least: You select which user roles are affected by this blocked content. Use shift/ctrl/cmd to select multiple user roles. For example if certain Community managers with a different role need extra guidelines, you can just lock this to their user role. 
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