Filters
You’re able to filter the information you see so you can dive deeper into the analysis you’d like to do of the social data you’re receiving into CX Index.
Available filters include:
- Created at: Date of the social post/comment
- Responded at: Date that an agent responded to the post/comment
- Deleted at: Date that a post/comment was deleted
- Source: available social accounts from Facebook, Instagram or X (Twitter)
- Author: search for a specific customer/post author
- Text: search for certain keywords or phrases
- Sentiment: Filter by the sentiment score
Social Data
Scroll beneath the social graphs to view all public social posts and comments from each Provider (Facebook, Instagram or X).
Under the Type column you will see three different icons representing the three types of public social messages you can see in CX Index.
The Source column represents the page you have integrated with CX Index.
The Author column is the user who posted the comment, mention or hashtag.
The Sentiment is the sentiment of the post/comment. You can learn more about sentiment scoring here.
The Text column is the post from the user.
The Responded At column is when the post was responded to by one of your agents. It will populate only when there has been a response.
The Delete At column is when the post has been deleted by one of your agents. It will populate only when the post has been deleted.
Refreshing Data
You can use the Refresh button to refresh the posts/comments within the Social Data so that it is up to date. Alternatively, if you check the Auto refresh checkbox so that the data refreshes automatically every 10 seconds.
Viewing and Replying to Posts and Comments
Viewing a message
Within the Social Data section, you can navigate to the far right of each post to View or Reply to it.
When you select the post you’d like to view or reply to, you’ll have a variety of options to handle the post.
If you click the View post button, you will be directed to the social media post on the Facebook, Instagram or X websites.
If the original post has an image (or multiple images), you can click on the image to expand it.
Managing the conversation
When viewing a post, you have the ability to Delete or Hide/Show it under the Manage drop down.
You cannot delete or hide all post types. For example, you cannot delete a comment you are mentioned in on someone else’s page. You can learn more about what actions are available for which post types here.
Once a post is deleted, you can still view it but you won’t be able to reply to it.
Replying to a message
In the Answer textbox, you can enter your reply to the social user or use a Message template to populate your response.
Message templates
To make responding to customers more efficient, you can use message templates to add to your responses to posts and comments.
Click the Message template button and your available responses will populate. Select the message you’d like to add to use and use the + Add to message button to add the response to your comment. Extra text can then be added to the message for additional context if desired.
Learn more about creating response templates in the Settings here.