Automate Twitter Feedback Cards
Updated
You can automate the process by which Twitter Feedback cards are sent to your followers. Automating Twitter Feedback Cards ensures consistency in your requests for feedback and will save time for your Customer Service team.
Once Feedback is given, users will have the option to Tweet their experience, sharing their satisfaction with their followers. The option to Tweet their experience will not appear for users who have given an NPS score of 7 or lower or a CSAT score of 3 or lower. Please note that sent Feedback cards, if not responded to, will be unavailable after 7 days.
| Use of Twitter Care requires that Case Management be enabled in your environment. To learn more about enabling case management and enabling automation of Twitter feedback cards, please work with your Success Manager. |
To Create a Feedback Rule in the Rule Engine
| Note Customer feedback cards only display to users in iOS or Android Twitter apps. They do not display on twitter.com, mobile.twitter.com, TweetDeck, or 3rd-party Twitter apps, even if a feedback request is sent. |
Click the New Tab icon
. Under the Sprinklr Social tab, click Manage Rules within Triage.
In the top-right corner of the window, click Create New Rule. Fill in the required details. For more information, see Create a Rule.
Make sure you select Post Publishing in the Context drop-down menu. Click Next in the bottom right corner of the New Rule window.
On the Rule Builder window, click the Addition icon
. To set up a rule to send out a Twitter Feedback Card at the end of private message interactions with customers, the following conditions may be set:
Account: Set the account that will trigger the feedback request.
Custom Field: You may use an outbound custom field to trigger the rule that sends out a Feedback Request Card. Create a custom field that will be used by agents to indicate the close of a Twitter private message interaction. With the custom field created and the ruleset to send upon this response, when agents apply the outbound custom field to their last private message with a customer, the Feedback Request Card will be sent.
Once your conditions have been set, click the Addition icon
to set an action to send a feedback card. Enter the name of the action.
Below Actions to Request Twitter Feedback section, select Request Twitter Feedback from the Action dropdown menu.
Click Choose Template and select the Twitter Feedback Card from the pop-up window. Then click Add. (For information on creating Twitter Feedback Cards, see Create a Twitter Feedback Card.)
Click Save or Save as Draft as required.
Tip
The rule shown here will be connected to the last private message your agents send in a Twitter customer interaction. For consistency of messaging, have agents inform customers that they will be asked to answer a quick survey regarding the service they received.