Automations in CX Social allow you to automatically trigger various actions when new mentions come in. For example, you want to resolve or set the sentiment for certain mentions to positive, triggering an email notification or assigning a mention to a team member – there are a lot of possibilities with automation in CX Social.
In this support article we'll explain anything you need to know about automations.
Creating an Automation
Possible actions for Automations
Enabling and disabling Automations
Webhooks with Automations
Creating an Automation
Creating automations in CX Social consists out of three subsections (1, 2 and 3). First you define what mentions should trigger automations. Next you define the actions that should be performed. Last but not least, whether the automation has to be active at all times or during business hours only. We will cover each step and guide you how to set up automations in CX Social.
1: Defining mentions that should trigger the automation in CX Social: Start by giving the automation a name that defines the use of the automation. Next you will have to select which topic(s) you want to be using this automation in.
Final step for defining the automation recipe is deciding whether or not it should be something for all the new incoming mentions, matching a saved filter or only for mentions that match a certain filter that you predefine. If it’s the latter you can click on the checkbox and a filter field will appear like you can see in the screenshot above.
2: Second part of creating the automation is specifying the actions that need to be automated and executed when new mentions (that match your filter) come in. Keep in mind that tagging is not an option in automation. If you want to tag automatically you can create a smart tag, click here for more information about tags.
3: The third part is about enabling/disabling the automation. Which means you can easily turn an automation on and off whenever you need to, without having to delete it.
As a plus, you can decide wether to turn it on during or outside of business hours only. And which business hours exactly.
Possible actions for automation are the following:
Send a push notification via e-mail or phone: In case you like to receive a notification each time a new mention lands in Inbox (that matches your filter), you can select this option.
Example: If you want to receive an alert when there are suddenly a lot more mentions than usual, you can specify this here. Choose 'all mentions' as a filter and insert an abnormal number. If you normally have about 5 mentions every 15 minutes then 10 mentions could mean something is going on.
Note that in order for you to be able to receive Push Notifications you need to install the mobile application.
Mark mention as resolved: Marking mentions as resolved will archive the mention automatically, thus prevent it from appearing in the Inbox and sent it straight to the 'Archive' folder.
Assign mention to a CX Social account user: Automatically assign certain mentions that match a certain filter to an agent in your team.
Smart Assign to a CX Social account user: Smart assigning mentions to a CX Social user will automatically assign a mention to the agent that previously handled a mention from a specific social contact. Reason for smart assigning would be the agent has a better understanding of the context of the previous conversation. For smart assigning the timeframe is calculated between the moment of the last contact and the incoming moment of the new mention. You can set this to last 24 hours, last 2 days, last 3 days or last week.
Additionally we have the option to only smart assign to agents if he or she is currently online and available.
Edit mention: Edit the property settings for mentions in CX Social such as country, category, language and so on. You can see the full list by clicking on the Edit option.
Reply to author: You can “automatically” reply to certain mentions via your authorized connected profiles when certain mentions match a filter. All the generated replies will be queued for approval or saved as draft so they still require a manual action by a CX Social user for publishing. Furthermore, we impose a limit of 5 messages per minute and 60 messages per hour on this functionality.
Remove mention from service: Automatically take an action on posts on the original platform. We have three options: Deleting a post from the original service (e.g. delete a Twitter comment), hiding a post from the original service (e.g. hiding a comment on a Facebook post) or blocking the mention's author from the original service (e.g. blocking a Facebook user from reacting on your Facebook page).
Keep in mind that these actions are only possible for authorized pages as well as the fact that these actions will apply to the platform itself, making the comment/post no longer visible for others. It is also important to know that this is permanent and can not be reversed, so please make sure the first part (definition of mentions) of the automation recipe is correct and that no posts or comments will be removed involuntarily.
You can find out what options are available for what service below:
Publish mentions in RSS feed: You can publish mentions in your RSS feed in order to view the incoming mentions on any app or device capable of reading RSS feeds.
Publish mentions in iCal feed: Can be used for external calendar applications.
Trigger a webhook: Automations can also trigger webhooks that allow you to send data from one web application (CX Social in this case) to another. You can read more about triggering webhooks in the second part of the support article.
Add Action: You can also add the option to add more actions of the same type to your automation recipe.
Setting the status of your Automation in CX Social
Last step of the automation is defining the status and whether or not you want to enable or disable it, as well as if it should be during business hours only or not. In this section you define the time during which these automations should happen. During Business Hours can be very handy when using the Smart Assign automation.
Webhooks with Automations
In case you are interested in triggering webhooks with automations then this part of Automations will get you hooked. Keep in mind that in order to create webhooks you need the automation feature as part of your account plan.
What is a webhook?
A webhook enables you that data can be sent from one web application to an other, typically this data is sent after a certain event/action happens in the first application.
In this case CX Social is the first application, which sends a HTTP request to a specific URL with specific parameters, where it is then 'caught' by the other application
Actions triggering the webhook are incoming mentions matching certain criteria, filters defined in the first part of this support article.
How to trigger a webhook from CX Social
If you want to trigger a webhook in CX Social you will need to create an automation first. In the first part of the recipe you will need to define when the recipe should be triggered. After that select the action “trigger a webhook” in the second part of the automation.
Give your webhook a name and a description.
After naming your webhook, you can choose which HTTP Verb you want to use: either a POST or a GET request. These Hypertext Transfer Protocols are enabling the communication between clients and servers. If you forgot the difference between POST and GET here's a quick explanation:
GET Parameter: GET (with name and values) is sent in the URL of a GET request. Thus these requests can be bookmarked, have length restrictions and shouldn't be used with sensitive data.
POST Parameter: POST (with name and values) is sent in the HTTP message body of the POST request. These POST requests do not remain in the browser history, do not have restrictions on length and are never cached.
Note: If you don't understand the difference between the POST and GET, it is probably better to choose the POST parameter as this parameter is a little safer than GET. Since it does not store parameters in browser history or in web server logs. Again, the data isn't displayed in URLs either.
Last but not least you will need to define the URL of your webhook. This URL is defined by the service you want to send the webhook to.
You can use the properties of the mentions in the URL that trigger the webhook. You can for example include the ID of the mention that triggered the webhook in the URL. All possible variables are listed below the input field. There you have the option as well to read more about these variables.
Additionally you can include data in the POST body if you choose to use the POST Request as a HTTP verb. By doing so you have the option to send extra data along in the Request Body of the webhook. Therefor you can use properties of the mention. This is possible using 'dot' syntax e.g. [mention.author.name] or [mention.source.url].
Click the green buttons below the input field to automatically insert mention properties in the URL or POST body. To receive all available properties of a mention, simply insert [mention] in the POST body text input area (either by clicking the green button or typing it manually), like this:
Next, we will send all properties of the mention in JSON encoded format, and your WebHook will receive a string formatted like this example:
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