Social Listening Functionality Overview

In this article, we will explore the differences in functionalities available for each social channel.

Each social media platform has different functionalities available to them based on how they were designed. The below tables highlight what actions are available for each post/comment/response type for each platform you can listen to in CX Index. 

For instructions on how to use our social listening tool, please refer to this article. [link nie działa]

Functionality & Channels

You will find each of the below available functionalities listed under each channel. Descriptions are below: 

  • Can display author: If author profile's name can be displayed inside CX Index or Genesys. If the page or user has a private profile and mentions you or uses a hashtag, the author column will be blank.
  • Can display parent details: If the parent post can be displayed. This is usually the post, media or tweet under which interaction was made.
  • Can reply: If you can reply to the interaction via CX Index or Genesys. Unsupported interactions will show an error message inside Genesys. 
  • Can hide/ show: If you can hide, show (and unhide) an interaction.
  • Can delete: If you can delete interaction.
  • Display followers: If the number of friends/followers of the author can be displayed.
  • Delete aware: If the interaction will be automatically marked as deleted if someone removes it on social media (outside of the CX Index app).
  • Auto-responder: If the autoresponder setting will work. This is tied to the 'can reply' column. 
  • Threads: If a parent interaction under which an interaction was made (e.g. comment under which comment was made) can be displayed.

Facebook 

  Comment on my post Mention in comment not on my page Mention in post not on my page
Can display author Yes Yes, for public profiles. Yes, for public profiles.
Can display parent details Yes Yes, for public profiles. Yes, for public profiles.
Can reply Yes No No
Can hide/ show Yes No No
Can delete Yes No No
Display followers No No No
Delete aware Yes No No
Auto-responder Yes No No
Threads Yes TBD TBD

Instagram 

  Comment under my photo Mention not on my photo
Can display author Yes Yes, for public profiles.
Can display parent details Yes Yes, for public profiles.
Can reply Yes No
Can hide/ show Yes No
Can delete Yes No
Display followers No No
Delete aware Will be available soon. No
Auto-responder Yes No
Threads Yes No
 

X (formerly Twitter)

  Comment under my post Mention Hashtag
Can display author Yes Yes Yes
Can display parent details Yes Yes, for public profiles. Yes, for public profiles.
Can reply Yes Yes Yes
Can hide/ show Yes No No
Can delete No No No
Display followers Will be available soon.  Will be available soon.  Will be available soon. 
Delete aware No No No
Auto-responder Yes Yes Yes
Threads No No No