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    Qualtrics Social Connect

Assigning Mentions

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About 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.

Qtip: Once a mention is assigned, you can find it in the “Assigned” folder in the Inbox. You can then view mentions that are assigned to you, assigned to other users, or were assigned and have been resolved.

Manually Assigning Mentions

You can manually assign a mention when viewing it in the Inbox.

  1. Click the Assign option on the mention.
    A person icon at the bottom of the mention
  2. Choose the user or team you want to assign the mention to. You can choose multiple.
    A dropdown opens, showing a list of representative's names

Using Smart Assigning

When resolving customer issues in Social Connect, it’s common for a conversation to have multiple back and forth messages. To prevent customer confusion, it’s helpful to have the same agent reply to all messages from the same customer.

Smart assigning is an automation option that automatically assigns new mentions to the agent who most recently worked with the customer.

Qtip: Smart assigning only applies to new mentions that are created after the automation is set up. It cannot retroactively assign existing mentions.
  1. Follow the linked instructions to create a new automation recipe.
  2. Choose Smart assign for the action.
    Smart assign is selected from a list of options
  3. Choose your time frame. This time frame determines how much time can pass between related mentions for them to be smart assigned.
  4. If desired, you can enable the Only if the user is currently online and available option. When enabled, the mention can only be smart assigned to a user if they are online and marked as available. When disabled, the mention can be assigned to a user even if they’re offline or marked as unavailable.
  5. If desired, you can enable the Only users from team option. When enabled, you can then choose the team(s) that the mention should be assigned to instead of a specific user. When disabled, the mention will only be assigned to the user who previously handled the customer’s mentions.
  6. Make sure to save and enable your recipe.
Qtip: If there is not an available agent, then the mention will not be assigned and will arrive in the Inbox as a standard mention.
Qtip: If you have multiple smart assignment automations that would affect a mention, the automation recipe that appears first in the list will take effect. You can number your automation recipes to put them in a specific order.