Social channel listeners overview


Listening is the process that finds relevant social channel expressions for agents to answer. A listener defines the following items:

  • The words or phrases you want to listen for
  • Which social account to listen from
  • The queue that you want to answer matching expressions
Note: Because social channel management associates listeners with routed social expressions, you cannot delete a listener.

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A listener’s filters define which expressions the listener routes to agents. Keep the following points in mind when adding filters:

  • Listener filters do not use Boolean operators or quotation marks. For example, do not enter "quick brown fox" with quotation marks. Instead, enter quick brown fox in the Exact Phrase filter.
  • Filters are cumulative. For example, if you enter a phrase in “All Words” and “Exclude Words,” social channel management finds expressions that include all the words you enter in All Words and that do not include the words you entere in Exclude Words.
  • Filters are case-insensitive. If you enter "Tree" in a filter, the listener matches "tree," "TREE," and "tReE," among other combinations.
  • Filters are optimistic: If you enter "Tree," the listener also matches "trees."

Listeners have four filter types. In one or more of the fields, enter words to match. The matched social expressions depend on the text that you enter in each filter type, if any. 
The examples list sample filter text followed by a Boolean representation of how that filter type matches text. The first column gives example social expressions matched by the example filter, and the second column gives social expressions that the filter did not match.

All Words

Matches all words listed.

quick over lazy = quick AND over AND lazy anywhere in any order within the social expression
MatchesDoes not match

The quick brown fox jumped over the lazy dog.

 Lazy players: quick players jump over them.

The cat sat on the mat.

Any Words

Matches any words listed.

fox cat horse = fox OR cat OR horse (at least one of these words) anywhere in the social expression
MatchesDoes not match

The quick brown fox jumped over the lazy dog.

The cat sat on the mat.

Only birds in this social expression.

Exclude Words

Excludes expressions with these words, even if the expression contains matches based on other filters.

lazy balloon = lazy OR balloon (any one of these words) anywhere in any order within the social expression
Matches (and excludes)Does not match (includes if it matches another filter)

The quick brown fox jumped over the lazy dog.

The quick brown fox jumped over the sleeping dog.

Exact Phrase

Matches the exact phrase, only in the order entered. You can only enter one exact phrase.

quick brown fox = “quick brown fox” exactly somewhere within the social expression.
MatchesDoes not match 

The quick brown fox jumped over the lazy dog.

Although quick, the fox was red, not brown.   

To check whether your filters match the social expressions you expect, preview a sample of expressions matched by the current filters.

To preview a sample of expressions, click Request Preview Sample.

I can preview the results of a listener filter. Why aren’t those social expressions routed to agents?

The preview sample uses historical data. In contrast, listeners look for expressions in real time. It can take time for an external social service to send recent posts to social channel management. It is possible that historical social expressions match your filters, but no new expressions match yet. Words you exclude sometimes appear in the preview sample results, but the system does not route expressions with those words to agents.