Use queries to listen to X conversations

Use search queries in Inbox 2.0 to listen to and engage with other X (formerly Twitter) account conversations, capture messages that indirectly mention your brand, and discover keywords that you’re interested in engaging with.

Create a new search query

Search queries can be as broad or specific as you like. You may want to search for industry-specific terms, event hashtags, or topics related to your brand. Unless an active automation resolves the conversation, search query results appear in your queue - so make sure you use terms that capture relevant conversations.

1. In Inbox 2.0, select Admin settings.
2. Expand Social media, and then select Twitter search queries.
3. Select Add query.
4. Enter a name for your query and select the X accounts you want to search.
5. Specify your search query criteria with any combination of keywords and people. Note the following rules:
   • Don't include quotation marks or other punctuation, unless you're searching for a query with specific punctuation.
   • Text fields are not case sensitive.
   • "And" words and phrases queries result in messages that contain any matching term. For this reason, it may be best to create multiple search queries for different purposes rather than using "and."
6. Select Save to immediately activate the query.

Matching search queries appear as new messages in the queue with the heading “Search result from @handle.” Agents can reply, resolve the message, or send a direct message (if the contact allows).

Turn a query on or off or delete a query

Turn the query on or off using the switch. When you turn the query off, the query result will stop appearing in the queue. You can turn queries on or off as you choose.

To delete and permanently remove a search query, select Delete.