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Bringing More Power to Listening Integrations for Care

SFBlogger's avatar
SFBlogger
Khoros Alumni (Retired)
6 years ago

Spredfast Rules can help customers to save time, increase efficiency, and work on optimal engagement opportunities by automatically triaging the most desirable items. Some customers also work with listening vendors to configure queries that identify and classify the best content for engagement. Spredfast has long worked with listening vendors to get their content into care agents hands but starting today we are bringing even more power to this combination. 

Customers who have an integration with a listening vendor (Brandwatch, Crimson Hexagon) can now take advantage of their business logic and route content from specific vendor queries to one or more Topic queues or individuals using Rules in Conversations. The update also allows content from specific vendor queries to be auto-labeled using Rules. 

Additionally, you can now specify Rules conditions using vendor specific content characteristics like sentiment, categories, and tags. 

Screenshots:

 

Select specific vendor queries to use for automated content routing and labeling

 

Specify vendor content characteristics like sentiment, categories, and tags

What do I need to do?

Customers who have already enabled integrations with Brandwatch or Crimson Hexagon will automatically see these new options appear in the Rules Admin. Review your listening vendor and Rules configurations and determine if updates are required. 

Updated 5 months ago
Version 4.0
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