Social Networking sources

Source Settings & Issues

Social Networking sources are social networks where users can make comments and posts, and share them with their network.

For more information, see Configure Social sources.

Note: While Social is not currently offered as a formal product in GovCloud, there are solutions available to access and integrate social data into your FedRAMP instance. Contact your expert for assistance.

Tip: Medallia Experience Cloud supports and displays emojis for Social Networking sources.

Facebook Post and Comments

Facebook Posts and Comments collects posts and comments made by Facebook users on a Facebook page.

Posts — These refer the content added to a Facebook page regarding an individual location. Social Feedback collects the most recent posts made by Facebook users but not the ones made by the page. It does so by looking at a "sliding-window" of up to the 100 most recent posts to the page, regardless of how long ago these were made. If there are 50 new posts added to the Facebook page in one day, then the 'window' of reviews shifts by 50. If there are 0 posts for a week, then the window stays static until the next post comes in.

Important: Due to Facebook restrictions, Social Feedback cannot guarantee an exact number or percentage of collected reviews.
Comments — These refer to the content added to an existing post. Social Feedback collects the most recent 200 comments (and their most recent 200 responses, if any) of the most recent 100 posts per day (200 comments*100 posts/day). For example, if a new comment is made to an old post that is among the 100 most recent posts on the page, it is be imported into Medallia Experience Cloud; conversely, if there is a post from 2 months ago that is not within the most recent 100 and a new comment is added to that post today, Social Feedback does not pull the comment. Note that this could differ from the number of comments reported by other sources.

Unit URL

Structure — https://www.facebook.com/<businessName>; https://www.facebook.com/<id>; https://www.facebook.com/pages/<pageName>/<id>; <businessName>; <id>.
Example — https://www.facebook.com/MyHotelGeorgetown/; https://www.facebook.com/795053163862177; https://www.facebook.com/pages/MyHotelGeorgetown/; MyHotelGeorgetown; 795053163862177.

Tip: To get the Facebook ID, see How do I find my Page ID?.

Authorize a Facebook Page URL

To authorize Social Feedback to collect Facebook posts and comments and respond to them within Experience Cloud, see Authorize a URL. Additionally:

Revise your Facebook page privacy settings before starting the authorization process to make sure they allow third-party applications connections.
Review the account to authorize has the appropriate permissions for the Facebook page settings. Social Feedback requires at least Content, Messages, and Community Activity permissions.
The Facebook account must have any of these page roles: Admin, Moderator, or Editor.
If the Facebook account owns multiple pages, you may choose the pages to authorize.
A single Facebook account can be used in an instance at a time.
When authorizing a "parent" page (that is, a page that contains sub-pages for other stores), all its "children" pages are authorized as well.
When authenticating a Facebook page by logging in with an account already used to authorize a different page, confirm the settings that were applied for the original Facebook page. In that case, click Edit settings to choose the applicable Facebook page for the new unit.

Restriction: GovCloud does not support authorizing Facebook Posts and Comments URLs to respond to feedback.

Restriction: System users are not supported.

Tip: When responding to Facebook Posts and Comments feedback, you may use Facebook thread to see the complete interaction.

Instagram

Instagram collects the comments of the account posts and mentions (@) left by Instagram users on other Instagram account's posts.

Important: Social Feedback collects mentions (@) to Instagram accounts that are part of a post caption (description). However, tags in posts are not collected as they are not mentions.

Restriction: This feature is not available on Medallia GovCloud. For more information, contact your Medallia representative.

Unit URL

Structure — https://instagram.com/<account username>
Example — https://instagram.com/MyHotelGeorgetown

Authorize an Instagram URL

To authorize Social Feedback to collect Instagram comments and mentions on posts and respond to them within Experience Cloud, see Authorize a URL. Additionally, you must log in using the Facebook account associated with the Instagram URL, which usually uses the same email as the Instagram account.

Restriction: System users are not supported.

LinkedIn collects the comments and mentions (@) made by LinkedIn users on public posts on a LinkedIn page.

Restriction: This feature is not available on Medallia GovCloud. For more information, contact your Medallia representative.

Unit URL

Structure — https://www.linkedin.com/company/<id>
Example — https://www.linkedin.com/company/787687077

Authorize a LinkedIn URL

To authorize Social Feedback to collect LinkedIn comments and mentions on posts and respond to them within Experience Cloud, see Authorize a URL.

Restriction: Social Feedback only collects comments and mentions on public posts from the last 60 days.

X (formerly Twitter)

X, formerly Twitter, collects mentions (@), hashtags (#), and/or keywords from tweets made by Twitter users in the selected language.

Unit URL

Structure — https://twitter.com/<id>
Example — https://twitter.com/MyHotelGeorgetown

Add Twitter properties

Follow the steps in Add a URL.
From the Social Networking Sources section, scroll down to Twitter, click Add a username, and complete:
- Twitter username — Also known as Twitter handle. Username of the Twitter account to collect mentions from. For example, entering @MyHotelGeorgetown means Social Feedback collects any tweet that contain @MyHotelGeorgetown mention. This also applies to re-tweets and comments that include that username.
- Twitter hashtags — Hashtags to collect. For example, entering #MyHotelGeorgetown, #StayAtMyGeorgetownHotel means Social Feedback collects any tweet that contains those hashtags.
  Restriction: You can add up to five hashtags.
- Twitter keywords — Keywords to collect. For example, entering MyHotelGeorgetown, MyGeorgetownHotel means Social Feedback collects any tweet that contains those keywords.
  Restriction: You can add up to five keywords.
- Language — Tweets language. If no particular language is selected, Social Feedback collects tweets in all languages.
Click Submit.

In this example, Social Feedback collects any tweet that includes either the mention @MyHotelGeorgetown, or the hashtags #MyHotelGeorgetown#StayAtMyGeorgetownHotel, or the keywords MyHotelGeorgetownMyGeorgetownHotel in French. If a tweet contains both a mention and a hashtag, it is only collected once.

Restriction: The maximum number of monthly tweets per company is 5,000.

Authorize a Twitter account

To authorize Social Feedback to collect Twitter mentions, hashtags, and/or keywords from tweets and respond to them within Experience Cloud, see Authorize a URL.

Edit Twitter details

To edit either the Twitter username, hashtags, keywords, and/or languages click Edit. After making the changes, click Save.

Twitter fields

These fields store information from Twitter:

Original poster (q_socialmedia_in_reply_to_author_alias): Name of the account, which may differ from the username (@) of the tweet being responded at.
Original poster ID (q_socialmedia_in_reply_to_author_url: Link to the Twitter user account of the tweet being responded at.
Original poster image (q_socialmedia_in_reply_to_author_picture): Link to the Twitter user picture of the tweet being responded at.
Original profile name (q_socialmedia_in_reply_to_author): Name of the person being responded at.
Profile pic (q_socialmedia_author_picture): Image of the user account.
Profile ID/alias (q_socialmedia_author_alias): Twitter username (@).

For more information, see Source fields.