Contact Grouping (QSC)

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About Contact Grouping

Contact grouping allows you to organize mentions in your inbox by specific social profiles. If a profile has multiple mentions in a specific folder, only the latest mention from that profile will be displayed. This lets agents have an overview of all the mentions that profile has sent, allowing them to send a single response addressing all mentions.

This feature also allows you to resolve all mentions from a single contact at once.

Enabling Contact Grouping

Contact grouping is a user setting, so when enabled it will only affect your account.

Navigate to the inbox and folder you want to enable contact grouping in.
Click the down arrow to the right of the filter bar.
Select Group per contact.
Mentions that have been grouped will show up with an icon in the bottom right within the inbox.

Resolving All Mentions

Once contact grouping is enabled, clicking on a mention will open all mentions for that contact. If there are multiple unresolved mentions for that contact, you can click Resolve to resolve all open mentions. This will only resolve mentions from this contact in the folder you are currently in.

Attention: You can resolve up to 25 mentions at once.

By default, mentions assigned to your own user will be included. After clicking Resolve, you can choose to also include mentions that are assigned to others.

button to include mentions assigned to others

Sorting with Contact Grouping Enabled

When contact grouping is enabled, you have the option to sort your inbox by Most Interactions. This will organize your inbox by profiles that have the most mentions. See Sorting Mentions for more information on sorting mentions within the inbox.

Exporting with Contact Grouping Enabled

When contact grouping is enabled, you can only export up to 250 mentions per export, with a limit of 100 mentions per file.

Actioning Mentions

In Qualtrics Social Connect there are different action capabilities for interacting with mentions. The options available to you depend on if you’re using the context view or the reply bar to interact with your mention.

Hard Locking Mentions

If you have many agents working in Social Connect at the same time, you may want to enable hard locking. When enabled, hard locking prevents multiple agents from working on the same mention at the same time. A mention becomes locked once an agent interacts with it, preventing other agents from performing any actions on the mention. If a customer has sent multiple mentions, then those additional mentions will also be locked to all other agents besides the agent working on the customer’s mention.

Manually Adding Mentions to ...

If you’ve forgotten to connect a source to a topic, you can manually add any mentions that you’ve missed.

Deleting Mentions

You can either permanently delete a mention from Social Connect or merely resolve it.

Assigning Mentions

You can assign mentions to users in your Qualtrics Social Connect account. When assigning a mention to a user, that user becomes responsible for actioning the mention and resolving it. You can choose to either manually assign mentions, or set up rules to automatically assign mentions when they are part of an existing conversation.

Navigating the Social Connec...

After you’ve connected your streams and topics, the Inbox is where you will view and action customer mentions. This page covers how to navigate to the main areas of the inbox and how to access mentions.

Contact Grouping (QSC)

About Contact Grouping

Enabling Contact Grouping

Resolving All Mentions

Sorting with Contact Grouping Enabled

Exporting with Contact Grouping Enabled

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