Twitter - Set up the channel

1. Channel activation

To use Twitter, you should have the channel activated in your iAdvize account. Please contact your CSM if it isn't already done. 

 

2. Twitter synchronization

Add your Twitter account directly in the iAdvize administration by this way : 

Engagement > Settings > Twitter > Add a new account 

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You'll be redirected on a Twitter page where you should fill in your login and your password. 
 
Several Twitter accounts could be synchronized in a same iAdvize website account, but you have to add them one by one to the interface. 
 
 
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3. Activate 3rd party channels expertise 

The last step consist to add the 3rd party channels expertise to your agents who have to answer to Twitter messages. 

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And add the project where the rules and the social accounts are synchronized. So, this requires that the user has the correct site associated in his "Expertise" field.

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4. Create a campaign for social and 3rd party channels

First of all, the creation of a campaign dedicated to the channel is necessary. Go to the following path: Engagement > Campaign > Click on Create a targeting campaign

 

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  • Then you just need to define a name for your campaign. For example : "Twitter"
  • Then select the desired channel in the Social Networks area : here Twitter

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  • Save to proceed to the next step : Campaign objective
  • Select an objective for this campaign

5. Create a rule

Automatic rule 
 When a Twitter account is synchronized, an automatic rule is created* and contains those criteria : 
 Tweet content : @brand + Answer to the Twitter account : brand
 
 Warning: pay attention of the dual rules creation following a new synchronization of the Twitter account via iAdvize. One synchronization = one automatic rule.  

But you can create a rule manually. Once you have selected the objective of your campaign, you will proceed to the step of creating a filtering or listening rule.

 

5.1 Create a targeting rule

Click on "Create a rule".

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  • Define the name of your rule
  • Then, add conditions for receiving messages from the channel

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  • Collect all messages addressed to your Facebook Messenger account that meet these conditions
Condition Settings Value Comment
Message content Match with wildcards / Does not match with wildcards Text The value can be used with * to expend it. Example : *bio* will also return antibiotic.
Message type Is / Is not A message within the list Tweet / Private Twitter message
Account  Is / Is Not An account within the list Select the account

(1) Warning: punctuation is not taken into account (?, !, ; etc...) 

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If you wish to retrieve all messages, please make sure to use a * in "contains (with wildcards)".
  • Save your campaign as well as the created listening rules by clicking on "Save".

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5.2 Create an hourly filter rule

Adding a time filter allows you to set up a differentiated treatment of conversations according to their creation date/time.

This type of rule can allow you to set up a specific distribution from 9am to 8pm and another distribution from 8pm to 9am. Or even the week/weekend.


How to do it ?

  • Define the name of your listening rule (for example "Opening Hours")
  • Then, in the list of conditions choose the slots you want
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Filter Hour

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Filter Day

warning If you choose to filter conversations by time slots, make sure you cover the 24 hours of a day! If a time slot is forgotten, all messages received in that slot will not be sent to your advisors' desks.

The same is true if you choose to filter by day of the week: don't forget one!



Example : I want to create a targeting rule for messages from 8:30am to 8pm. And another one for the rest of the day.

1/ I create a rule that I call "Hours worked".
2/ In the conditions menu I click on "Time".
3/ I create a condition Hour "greater than" 8:30. I validate.
4/ I create a second condition Hour "smaller" than 20:00. I validate.
 
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I validate this first targeting rule.
5/ I create a targeting rule that I call "Non working hours".
6/ In the conditions menu I click on "Time".
7/ I create a condition Time "greater than" 20:00. I validate.
8/ I create a second condition Hour "smaller" than 08:30. I validate.
I validate this second targeting rule.

The 24 hours of a day are covered, everything is good.
I continue my configuration.
 
Good to know :
  • The defined times and days follow the project time zone (sid). You can check/edit the time zone of your project in Profiles > My Projects.
  • It is possible to combine day and time filters. Be careful to cover all days of the week and all hours.

 

6. Add your listening rule to a routing rule

After creating your listening rule, add it to a new or existing routing rule, so that messages can be received by the dedicated agents. Click on "Engagement" > "Routing". 

 

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