Twitter Search Queries
Setting up Twitter Search Queries allow brands to do social listening based on the criteria you define. It helps you listen to conversations outside your dedicated twitter channel, help capture messages that indirectly mention your brand, and or other keywords that you’re interested in engaging with.
Search queries can be as broad or specific as you’d like, with common search queries including industry specific terms, event hashtags, and brand-related topics. Since search query results will show up in your queue (unless an active Automations otherwise resolves the conversation), it is advisable to only use terms in your queries that will capture relevant conversations.
How to access Twitter Search Queries?
The search queries dashboard is only visible to, and manageable by Sparkcentral account Admins.
Navigate to Settings, Social Media, Twitter Search Queries
- The initial screen will provide you the view details like Name, Search Query String, Created On, Last Edited On, Last Time Search query was run, # of hits on last run, Enable/Disable, Options to Edit , and Delete search query.
The search box for the search query can be used to search for text both within the Name of the query, and the Search Query String.
How to create a new query?
Click on Add Query
- Put in a query Name.
- Select a Twitter channel. Search queries are specific to the channel that they are created within.
- Specify your search query criteria.
- Search queries are applicable to public tweets only.
- Once a tweet comes in from a search query, in the conversation history the tweet will have heading as “Search result from @handle”.
- Agents will see any matching search queries as a new message in the queue. They have the option to Tweet back at the incoming feed, resolve it or DM it (if the contact has allowed it to be DM-ed even if they are not following or they are following the channel).
- Automations when available (Topics, Tags, and Auto-Resolves) will work on the search query the same way they do today.
- The “AND“s in between each text field means that a message must contain any of the matching term/s in all of the fields that are filled out. For this reason, it may be best to create multiple search queries for different purposes.
- Do not use quotation marks or other punctuation when entering search terms, unless you are searching for a query that has matching punctuation. The text fields are also NOT case sensitive.
Search queries are activated upon saving, and runs frequently to keep looking for queries that meet the criterion. If you would like to deactivate a search query, you can do so by manually clicking the toggle bar from “Enable” to “Disable”.
To delete a search query, simply click on the ” ” button. Deleting a search query will permanently remove it, while deactivating a search query will stop related conversations from coming into your queue.
The following set criteria indicates that a Tweet message must contain both the term “clearcredit” AND the hashtag “#clearcredithelp”, for it to be brought into Sparkcentral as a Search result.
The following set criteria indicates that any Tweet message containing any of these terms “help”, “transaction”, “issue”, and “error” will be brought into Sparkcentral as a Search result.