People are talking about your company whether you're listening or not. So you better be listening! Keyword-based monitoring is a feature that allows monitoring across forums, blogs, Facebook and Twitter streams for particular keywords. Agents can then engage on these external online channels and help customers outside connected social channels.
Keyword-based monitoring results show up in the Inbox as other types of cases. For engaging with these cases agents need to go to the original source of the posts. Agents can then save the reply to Brand Embassy and mark it as another resolved customer request.
Because setting up keyword-based monitoring takes a little bit of magic from our support team, contact us via email or on live chat. We will need to know what are the keywords you would like to monitor.
Once we do our magic, you will see your monitoring query in the keyword-based monitoring settings and your agents will start receiving the posts from external channels mentioning your keywords based on your routing settings.