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XM Discover Social Listening

Suite

Customer Experience

Product

Qualtrics

What's on this page

Attention: This feature is only available to users on the new simplified pricing and packaging plans or customers who actively participated in the Preview Program for this feature. For more information, see Qualtrics Public Preview. If you have questions about your Qualtrics pricing and packaging plan, reach out to Account Services.

About Social Listening for Discover

Social listening is the practice of tracking and analyzing what people are saying online about your organization. Engage workflows can pull data from social media like Facebook or Instagram, then load them into XM Discover for analysis and Studio dashboard creation.

Setting up social listening requires both Engage and XM Discover access. When combined, these powerful platforms can enable access to a wider array of social media than just Connectors can offer, such as Instagram and Facebook.

Permissions

Attention: To use this integration, you must have an XM Discover account linked to your Qualtrics account. For more information, see Linking XM User Accounts.

Discover Requirements

Your Discover account should be a configuration analyst. Otherwise, there are no unique permissions needed for the social listening solution.

Engage Requirements

To use this integration, you need to have an Engage user account you can log into.

For the permissions this account needs, see Permissions on the Engage Social Listening page.

Step 1: Create a Project and Add Workflows

In this section, we’ll start by linking out to steps on the Engage Social Listening page, because the steps are the same, even if your ultimate goal is to get the data in Discover. From there, we’ll go into the steps unique for XM Discover use cases.

Create a Social Channels project in Engage.

inside catalog, have selected social channels

Qtip: This first step is required even if you plan to instead load data into XM Discover.

Create a workflow.

empty ETL workflow with a schedule but no extractor or transform task

Choose an extraction task:

Step 2: Transform the Data

Discover formats the document date in ISO 8601 format. To ensure data is passed correctly to Discover, we need to transform the “createdAt” field formatting.

Add a task or a Data transformation.

workflow that extracts from Facebook. clicking button to add a transformation

Choose Basic Transform.

For Data source, choose your social data extractor (e.g., Facebook, Instagram).

next page of new window, selecting data source

Click Next.

Make sure you adjust field types as needed. For example, createdAt needs to be a Date. See more at Available Data from Social Accounts.

Next to the createdAt field, click the 3 dots.

Choose Format date.

Under Source field name, select Custom.

In Date format, add YYYY/MM/DD HH:MM:SSZ.

Under Destination field name, select ISO 8601.

Click Apply.

When you’re finished formatting fields, click Next.

Review your changes, then click Save.

Step 3: Load the Data to Discover

Qtip: In this step, you’ll select an existing Discover project to add social data to. If you don’t have an existing project yet, make sure you create one in Designer.

Add a task or a Data Destination.

in a workflow, clicking button to add another task

Add a Load data to Discover task.

new window, selecting load data to discover

Choose the Discover project you want to send the social data to.

Choose duplicate handling permissions.

When choosing the data to import, select the Basic Transform task (not the extractor task!).

For conversational format, select No.

Click Next.

Map the fields from your social data to Discover. Two fields are required:

document_date: This is the date that Discover uses to understand when the document was created (for example, when a tweet was posted). Select createdAt for this field mapping.
natural_id: This is the unique ID Discover uses to identify individual documents. Select uniqueID for this field mapping.
Qtip: The content field should be mapped as verbatim.

Qtip: Discover fields can be formatted as text, number, and date data types.

Click Save.

If you’re ready, turn the workflow on.

upper right of workflow editor, run immediately and activation buttons

If you want to immediately pull all eligible data into your project, click Run immediately.

Qtip: Learn more about Engage workflow run histories and general workflow troubleshooting.

Step 4: Connecting Social Data to a Studio Dashboard

Since you mapped the data types in the previous steps, your Designer project is ready to be added to Studio dashboards. See how to add a project to a Studio dashboard when you first create a dashboard. This can also be adjusted in dashboard properties and individual widget properties.

If you added this social data to an existing project with many different sources, you can create filters that isolate this social data, regardless of whether you chose to carry over more attributes. To filter for this social data:

Add a filter.

Filter by the attribute Source Id.

Set this filter to is load to discover.

Apply the filter.

FAQs

What is XM Engage?

The XM Discover platform will often refer to the Qualtrics Platform as “XM Engage.” Note that this is not the same as an Engagement project, and that instead, “XM Engage” comprises all Qualtrics functionality.

Why don’t the engagement metrics (e.g., number of likes) in my dashboard match what I see on social media?

Qualtrics pulls engagement metrics such as like count, reply count, and views when the workflow runs. These numbers are not updated again.

Why are some of the comments/replies missing from my dashboard?

There are a few reasons comments and replies won’t match between your social profile and your dashboard, all of which are expected:

Qualtrics pulls posts and comments from the last 14 days for Instagram. If the comments are older, they may have been excluded.
The workflow prioritizes the most recent data. Depending on the amount of traffic on targeted pages and profiles, this means older comments may not be pulled at first, and it may take a few workflow runs before they are available within Qualtrics for analysis.
Due to volume and API limits, only a certain amount of data can be pulled into Qualtrics at a given time. Some of these are Qualtrics-imposed limits, while others are due to Facebook or Instagram’s API token rate limits. Unfortunately, while we can help with Qualtrics-related limits, we are not able to retrieve your Meta accounts’ limits.

Why is my social extractor task failing?

There are a few reasons your social extractor task can fail:

You may have hit the limit on social data that can be extracted for the day. See more on social extractor limits.
You may have the same type of task set up in multiple workflows (for example, multiple Extract data from Facebook tasks). Make sure to remove or disable duplicate workflows. Admins can use the Workflow Executions report to help identify these.
You may have hit request rate limits imposed by the social site itself. For example, Meta products like Facebook and Instagram are subject to API limits. If these limits are exceeded, the workflow can fail. Social extractors are limited to:
- 200 requests per run for both Instagram hashtags and Facebook non-owned profiles.
- 25 hashtag posts per request, which translates to 5,000 posts per workflow run.
- 15 posts and 15 comments, or 15 comments per Facebook non-owned profile request. (This translates to anywhere from 3000 to 6000 mentions per workflow run.)

See more on causes for workflow failure that are not unique to social extractor tasks.

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