Social escalation rules

AI-generated summary

The default message processing limit is 10 escalated messages per minute, expandable to 50, 100, or 250 messages per minute upon request. The Social Escalation Rules page enables administrators to manage rules through key fields including Division, Name, Priority, Status (Active or Paused), Date Created, and Date Modified. Core administrative actions include adding new rules, editing existing configurations, deleting rules, and updating the rule list. When creating escalation rules, users specify a name (maximum), optional description, and select at least one channel with corresponding integration from supported platforms including Google Business Profile, Instagram, Facebook (both owned and non-owned data), and X. For non-owned Facebook pages, organizations must add their own Facebook integration since they cannot use the source page for agent responses. Escalation scope configuration offers two options: escalating all data ingestion rules for selected channels or only data from specific designated data ingestion rules. Users select data ingestion rules by platform and can choose individual rules or use Select All functionality. The system supports two filtering approaches: escalating all data from selected rules or applying keyword-based filters through the "Escalate public social data based on keywords" option. Keyword filtering operates through three fields using AND logic: "Post Includes" for required keywords, "Post Also Includes" for additional tracked keywords, and "Post does not include" for exclusionary keywords that prevent data escalation. Additional rule details allow filtering by post location, language, and sentiment, with data tagged to selected parameters escalated as conversations. Platform-specific filtering options include Ratings field for Google Business Profile reviews, Followers field for X accounts requiring minimum follower thresholds, and Verified Status field for X posts filtered by verification badge types. Media availability filtering offers three options: "With media," "Without media," and "All media types." Administrative management of escalation rules is performed through the Digital and Telephony menu. Users can view rule details by navigating to Menu > Digital and Telephony > Social > Social Escalation Rules and selecting a specific rule. Editing is accomplished by selecting a rule, clicking More, and choosing Edit to update details, followed by clicking Update to save changes. Deletion is available through the More menu option or by selecting checkboxes and using the Delete button. Status management allows administrators to set rules to Active (enabling all communications) or Paused (suspending all communications) through the Set Status field

PrerequisitesClick to expand

Use the Social Escalation Rules page to create rules that determine the ingested social media content that Genesys Cloud escalates as conversations. You can create up to 25 escalation rules across all supported integration platforms. You can increase the limit to 50, 100, 250, or 500 by submitting a request to your administrator. For more information about creating integrations under each platform, see About third-party messaging.

Note: The default limit for social escalation messages per minute is 10. You can request your administrator to increase the limit to 50, 100, or 250 messages per minute.

To view the fields and its descriptions in the Social Escalation Rules page, click Show table.

Show tableClick to expand

Field	Definition
Division	Displays the division under which the social escalation rule was created.
Delete	Remove one or more selected rules. For more information about deleting a social escalation rule, see the Delete a social escalation rule section of this article.
Set Status	Set the status of the social escalation rule. You can set either of the options as the social escalation rule status. Active. The escalation rule is active. Paused. The escalation rule is paused.
	Update the list of escalation rules available in this page.
Add Rule	Opens the New Escalation Rule page. For more information about adding a new escalation rule, see the Add new escalation rule section of this article.
Priority	The set priority for the escalation rule.
Name	The name of the escalation rule.
Date Created	The date that the escalation rule was created.
Date Modified	The date that the escalation rule was last modified.
Status	The status of the escalation rule. The status of the rule is set using the Status field above the table.
More	To view the edit and delete options, click More available in the last column. For more information about editing and deleting escalation rules, see the corresponding sections in this article.

From the Social Escalation Rules page, you can perform the following actions. Click each section for details.

Add new escalation ruleClick to expand

Click Menu > Digital and Telephony > Social > Social Escalation Rules.
Click + Add Rule. The New Escalation Rules page appears.
In the Name field, enter the escalation rule name. The maximum number of characters that you can use for the name is 50.
(Optional) In the Description field, enter a brief description.
Under Platforms, select at least one channel and its corresponding integration to use for the escalation.
- For Google Business Profile, Instagram, and owned Facebook data, the default integration is Source Integration.
- For non-owned Facebook data, click Add Integration, and then select a Facebook integration that your organization owns. Agents use the selected integration to respond to escalated data from the non-owned Facebook page.
  Note: For non-owned Facebook data, you cannot use the source Facebook page to respond because your organization does not own that page.
Under What would you like to escalate?, select one of the following values. This selection helps you to define the data ingestion rules data that you want to escalate.
- All data: Includes all data ingestion rules for the selected channel and is the default option.
- Only data in specific data ingestion rules: Includes the data from select data ingestion rules. Use this option to select specific data ingestion rules whose data must escalate to the integration you select in the Platforms section. The topics or data ingestion rules that appear depend on the platform that you choose in the Platforms section. For example, if you select X channel, then only topics and data ingestion rules associated with the X channel appear.
  - In the Select Data ingestion rules field, choose the data ingestion rules under each topic. Conversely, to add all available data ingestion rules, click Select All.
Under Filtering, choose whether to escalate all data for the selected Data Ingestion Rules or to apply more keyword-based filters.
Note: By default, the Escalate public social data based on keywords filtering checkbox is clear. When this checkbox is not selected, data from the selected Data Ingestion Rules escalates to the chosen integration. When you select the checkbox, you can enter keywords. Only the data that matches these keywords within the selected Data Ingestion Rules escalate. This option allows you to escalate all data or only data that matches specific keywords.
Under Filtering based on Keywords, update the following fields. To delete any of the conditions at any time, click Delete.
- In the Post Includes field, add the keyword. For example, to know more in detail about the brand Uber, add the relevant keywords. You can add multiple keywords and further refine your entry by adding more conditions.
- In the Post Also Includes field, add other keywords. To apply conditions, use an AND operator. These keywords can also be tracked along with the keywords you entered previously.
- In the Post does not include field, add the keywords that 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.
Under Additional Rule Details, update the following fields. You can update this section regardless of selecting the Enable public social data based on keywords filtering checkbox.
- In the Post Locations field, select one or more locations. The data tagged to that location is escalated as a conversation.
- In the Post Languages field, select one or more languages. The data tagged to that language is escalated as a conversation.
- In the Post Sentiment field, select one or more sentiments. The data tagged to that sentiment is escalated as a conversation.
- In the Ratings field, select a star rating to determine which Google Business Profile reviews are escalated. For example, you can escalate 1-star ratings or only 2-star ratings.
  Note: The Ratings field is available only when you select the Google Business Profile platform.
- In the Followers field, specify the minimum number of followers that an X account must have for its posts to be escalated. For example, you can configure the rule to escalate only posts from accounts with more than 10,000 followers.
- In the Verified Status field, select one or more verification types to determine which X posts to escalate. You can filter posts from verified accounts based on the supported X verification badges.
  Note: The Followers and Verified status fields are available only if you select the X platform.
- Under Engagement, configure engagement-based conditions to determine which social media content Genesys Cloud escalates. The available engagement criteria depend on the selected platform and content type. Select an engagement metric and enter the minimum and maximum engagement values that the content must meet for the rule to escalate it. Depending on the selected platform, the available engagement metrics can include Likes, Comments, Shares, Saves, Views, and Reposts. You can add multiple engagement conditions to further refine the escalation criteria.
- In the Media Availability field, indicate the media availability. Select one of the following values. The data tagged to that media is escalated as a conversation.
  - With media: Escalates only the data that contains media.
  - Without media: Escalates only text-based data without media.
  - All media types: Escalates all data regardless of whether media is included.
Click Save.

Genesys Cloud adds the new escalation rule to the Social Escalation Rules page.

View the social escalation rule pageClick to expand

Delete a social escalation ruleClick to expand

Edit a social escalation ruleClick to expand

Set status of a social escalation ruleClick to expand

To set a status for an escalation rule, perform the following steps:

Click Menu > Digital and Telephony > Social > Social Escalation Rules.
Select an escalation rule from the list.
The Set Status field above the table becomes 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 escalation rule is active and you receive all communication for the escalation rule.
- Paused. When you set this field to pause, all communication for the escalation rule pauses.

[NEXT] Was this article helpful?

Get user feedback about articles.

Loading...

Social escalation rules

[NEXT] Was this article helpful?