To add a social listening topic, perform the following steps:

1. Click Menu > Digital and Telephony > Social > Social Listening.
2. In the Social Listening page, click + Add Topic. The Add a Social Listening Topic section appears.
3. In the Name field, enter the social listening topic name. The maximum number of characters that you can use for the name is 50.
4. (Optional) In the Description field, enter a brief description.
5. In the Assign Division field, select the name of the division. The default division is Home.
6. Click Save.

The topic is added to the Social Listening page. You can create up to 25 social listening topics for all integrations. You can further increase the limit of the topics to 50 or 100 by placing a request with your administrator.

To view the social listening topic details, perform the following steps:

1. Click Menu > Digital and Telephony > Social > Social Listening.
2. In the Social Listening page, click any of the social listening topics from the list.

The detail of the selected social listening topic is displayed. You can view details of the ingestion rules created for the topic. You can create new rules, edit, or delete existing rules.

To edit a social listening topic, perform the following steps:

1. Click Menu > Digital and Telephony > Social > Social Listening.
2. In the Social Listening page, corresponding to the social listening topic, click More . The Edit and Delete options appear.
3. Click Edit. The Add a Social Listening Topic section appears.
4. Update the fields as required. 
5. Click Update.

To delete a social listening topic, perform the following steps:

1. Click Menu > Digital and Telephony > Social > Social Listening.
2. In the Social Listening page, corresponding to the social listening topic, click More . The Edit and Delete options appear.
3. Click Delete.

You can also delete a social listening topic by selecting the checkbox next to a topic and clicking the Delete button available above the table. Ensure to delete the corresponding data ingestion rules under the topic as it does not get deleted automatically.

You can add data ingestion rules to your social listening topic. You can create multiple data ingestion rules under a single topic. To add a data ingestion rule to the social listening topic you just created, perform the following steps:

1. Click Menu > Digital and Telephony > Social > Social Listening.
2. In the Social Listening page, click the social listening topic.
3. The Social Listening Topic details page appears. Click Add Data Ingestion Rule.
4. The Data Ingestion Rule page appears. In the Name field, enter the name of the rule.
5. (Optional) In the Description field, enter a brief description.
6. In the Select a platform drop-down, select the platform. You can select only one platform per ingestion rule. You can change your selection according to the platform for which you are creating the ingestion rule.
   
   1. When you select X as the platform, the following fields appear for further definition. 
      • In the Define the Rule Details section, perform any of the following steps and click Add Condition:
        • In the Post Includes field, add the keywords. For example, to know more in detail about the brand Uber. Add the keywords related to the brand. You can further refine your entry by adding more conditions. 
        • In the Post Also Includes field, add other keywords, which also work as an AND operator. These keywords can also be tracked along with the keywords you entered previously.
        • In the Post does not include a field, add the keywords, which you do not want to be part of the results. The keywords you enter in this field are not included for data gathering. For example, if there are keywords included in this field along with keywords mentioned in the Post Includes and Post Also Includes fields. The system does not consider the data regardless of keywords mentioned in the Post Includes and Post Also Includes fields.
        • In the Locations field, select the locations from where you want to fetch the data.
        • To perform search using advanced mode, enable the Advanced Search toggle. The advanced search-related fields appear.
          • In the Define the Rule Details field, do any of the following:
            • Use the OR operator to match the posts for either condition.
            • Use Space, which works as an AND operator to match the posts only if both conditions are met.
            • Use Dash (-), which works as a NOT operator where Genesys Cloud must not match posts that contain criteria.
          • In the Locations field, select the locations.
            Note: The Advance mode enables you to add multiple keywords with the same section. You can add keywords using different operators using X platform support. For example, Apple OR #apple) or iPhone OR “#iPhone”; “fruits OR “#fruits”. Use the OR operator to match the posts for either condition. Use the AND operator (Space) to match the posts if only both conditions are met. Use the NOT operation (Dash (-)) where posts containing a particular keyword must not match. For more information about building rules, see Build rules for filtered streams.
        • Click Delete to delete the conditions for X ingestion rules.
   2. When you select Facebook as the platform, select the type of Facebook page from which you want to ingest data:
      • Owned Facebook page: Ingests data from a Facebook page that your organization owns. Select the Facebook integration from which you want to fetch data. You can select one integration for each data ingestion rule.
      • Non-owned Facebook page: Ingests public data from a Facebook page that your organization does not own. 
        
        Configure a non-owned Facebook data ingestion ruleClick to expand

        To configure a data ingestion rule for a non-owned Facebook page, perform the following steps:

        1. Select Non-owned Facebook page.
        2. Search for the Facebook page that you want to monitor by entering its username or handle.
        3. From the search results, select the Facebook page.
        4. Select the content that you want to ingest:
           • Posts only: Ingests posts published on the selected Facebook page.
           • Posts and comments: Ingests posts and comments associated with those posts.
        5. Complete the remaining data ingestion rule configuration.

        Notes:

        • You can configure one non-owned Facebook page for each data ingestion rule.
        • Data from non-owned Facebook pages can take approximately three to five minutes to appear in Genesys Cloud because Genesys Cloud periodically polls Facebook for this data. 
        
        
        
   3. When you select Open Messaging as the platform, the following field appears for further definition.
      • In the Define the Rule Details field, select the open messaging external source.
        Note: You can select one Open Messaging external source per data ingestion rule and fetch data only from your own source. To use an Open Messaging channel, instead of choosing an integration as with other channels, select the external source you already created. For more information about creating external source, see Work with external sources.
   4. When you select Instagram as the platform, in the Define the Rule Details field, select the Instagram integration from which you want to fetch data. You can select one integration per data ingestion rule and fetch data only from your own integration.
      Note: Genesys Cloud refreshes Instagram engagement data hourly. A new comment on a post can trigger an update to post-level engagement data, and a reply to a comment can trigger an update to comment-level engagement data.
   5. When you select Google Business Profile as the platform, the following fields appear for further definition.
      • In the Define the Rule Details section, perform the following steps:
        • In the Select a Google Business Profile Integration drop down, select the integration that you provided in the Platform Integration section. For more information about creating an integration for Google Business Profile (Open Messaging), see Configure Open Messaging with Google.
        • In the Select an Open Messaging external source drop-down, select the external source that connects your open messaging external source to this rule. For more information about working with external sources, see Work with external sources.
7. Click Save.  

You can create up to 50 data ingestion rules for an organization. You can further increase the limit of the rules to 100, 250, or 500 by placing a request with your administrator. When you configure a location in the data ingestion rules, you can view posts of users who added the same location to their profile along with the keyword match. 

To view details about a data ingestion rule, perform the following steps:

1. Click Menu > Digital and Telephony > Social > Social Listening.
2. In the Social Listening page, click a social listening topic from the list.
3. The detail of the selected social listening topic is displayed. From the list, click the required data ingestion rule.
4. The Data Ingestion Rule details page is displayed.

To delete a data ingestion rule, perform the following steps:

1. Click Menu > Digital and Telephony > Social > Social Listening.
2. In the Social Listening page, click a social listening topic from the list.
3. The detail of the selected social listening topic is displayed. From the list of data ingestion rules corresponding to the rule, click More .
4. The Edit and Delete options are displayed. Click Delete.

You can also delete a data ingestion rule by selecting the checkbox next to a topic and clicking the Delete button available above the table. 

To edit a data ingestion rule, perform the following steps:

1. Click Menu > Digital and Telephony > Social > Social Listening.
2. In the Social Listening page, click a social listening topic from the list.
3. The detail of the selected social listening topic is displayed. From the list of data ingestion rules corresponding to the rule, click More .
4. The Edit and Delete options are displayed. Click Edit.
5. The data ingestion rule page is displayed. Update the fields as required.
6. Click Validate and Update.

To set a status for a data ingestion rule, perform the following steps:

1. Click Menu > Digital and Telephony > Social > Social Listening.
2. In the Social Listening page, click a social listening topic from the list.
3. The details of the selected social listening topic are displayed. From the list, click the required data ingestion rule.
4. The Data Ingestion Rule details page is displayed. Select the checkbox next to the data ingestion rule.
5. The Set Status field become available for selection. Click to set a status for the data ingestion rule. You can set the status of this field to:
   • Active. The default setting for this field. This setting indicates that the data ingestion rule is active and you continue to receive messages for the social listening topic created for the integration.
   • Paused. When you set this field to pause, you do not receive any data for the data ingestion rule.
   • System Paused. The system automatically sets this field to System Paused when the rule reaches the limit of 200,000 posts. The system automatically stops fetching the data for the rest of the current cycle and it automatically resets the limits when the next cycle begins.
     Note: Every organization has a limit of 200,000 public social data. The 200,000 limit is applicable to the X channel only and not to the Facebook, Open social messaging, or Instagram channels.

The Social data usage panel displays details of data collected within the organization for the current billing month, by default. The Usage History tab displays details of the data collected by usage history. You can view the data by platform or by total usage.