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  • Qualtrics Platform
    Qualtrics Platform
  • Customer Journey Optimizer
    Customer Journey Optimizer
  • XM Discover
    XM Discover
  • Qualtrics Social Connect
    Qualtrics Social Connect

XM Discover Social Listening

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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.

  1. 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.
  2. Create a workflow.
    empty ETL workflow with a schedule but no extractor or transform task
  3. Choose an extraction task:
    facebook and insta extraction tasks

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.

  1. Add a task or a Data transformation.
    workflow that extracts from Facebook. clicking button to add a transformation
  2. Choose Basic Transform.
    new window, selecting basic transform
  3. For Data source, choose your social data extractor (e.g., Facebook, Instagram).
    next page of new window, selecting data source
  4. Click Next.
  5. Make sure you adjust field types as needed. For example, createdAt needs to be a Date. See more at Available Data from Social Accounts.
    mapping data
  6. Next to the createdAt field, click the 3 dots.
  7. Choose Format date.
  8. Under Source field name, select Custom.
    formatting dates
  9. In Date format, add YYYY/MM/DD HH:MM:SSZ.
  10. Under Destination field name, select ISO 8601.
  11. Click Apply.
  12. When you’re finished formatting fields, click Next.
    completing mappings
  13. Review your changes, then click Save.
    save button bottom right of window

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.
  1. Add a task or a Data Destination.
    in a workflow, clicking button to add another task
  2. Add a Load data to Discover task.
    new window, selecting load data to discover
  3. Choose the Discover project you want to send the social data to.
    setting the project and other settings
  4. Choose duplicate handling permissions.
  5. When choosing the data to import, select the Basic Transform task (not the extractor task!).
  6. For conversational format, select No.
  7. Click Next.
  8. Map the fields from your social data to Discover. Two fields are required:
    mapping important fields

    • 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.
  9. Click Save.
  10. If you’re ready, turn the workflow on.
    upper right of workflow editor, run immediately and activation buttons
  11. 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:

  1. Add a filter.
    using buttons along top of a studio dashboard in editing mode to add a filter
  2. Filter by the attribute Source Id.
    selecting source ID
  3. Set this filter to is load to discover.
    customizing the source ID filter
  4. Apply the filter.

FAQs