LSW: Intercepting messages pre distribution
I have really no idea where to get started; and this might not be the correct place to ask this question, if so forgive me. I am wondering if there is a way to add a 'hook', 'plugin', 'aspect'...
Forum Discussion
"Just so i understand clearly... you want to filter out or in certain content matching certain keywords before pushing to social media such as "i guess" twitter and facebook? " Yes, exactly.
"If so why not just not post it in the first place?" We want to give agents the ability to push content through LSW (via that interface), but we want to be able to catch anything they say that is "negative."
"Also are you using LSW to push your content to said social media?" Yes.
Thanks for the reply, and no problem on the questions. I know it's vague, we're new to all of this.
Thanks,
Seth
Maybe Fellsteruk is coming to the same conclusion as me. I haven't seen any plugins like this for other customers, but here's how our customers typically deal with this:
- All new agents are set into a LSW team where their posts all requre approval, either by another senior agent or by a supervisor. They "graduate" from that team once they've had some time to understand what is and is not appropriate to post.
- Nearly all of our customers have a QA process for all agents. Either the supervisor has a formal process where they analyze a sample agent tweets and then provide feedback 1:1 with that agent to hone their messaging or they have a QA team dedicated to this proces. Either way, the agent is constantly reviewed and gets the opportunity to improve their response skills.
Just some thoughts on how others handle this.
