Twitter search queries in Sparkcentral

Admins can practice social listening based on criteria that they define by setting up Twitter search queries in Sparkcentral. Twitter search queries let you listen to conversations outside your dedicated Twitter channel, capture messages that indirectly mention your brand, and discover keywords that you’re interested in engaging with.

Search queries can be as broad or specific as you like. Common search queries include industry-specific terms, event hashtags, and brand-related topics. Because search query results appear in your queue (unless an active automation resolves the conversation), we recommend only using terms that will capture relevant conversations.

To access Twitter search queries:

• Go to Admin settings, expand Social media, and then select Twitter search queries.

To create a new query:

1. Select Add query.
2. Enter a name for your query.
3. Select one or more Twitter channels. Search queries are specific to the channel in which they are created.
4. Specify your search query criteria with any combination of keywords and people:
   • 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 require that the message contain any of the matching terms in all of the fields that are filled out. For this reason, it may be best to create multiple search queries for different purposes.
5. 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 tweet back, resolve the message, or send a direct message (if the contact has allowed for this).

To deactivate a search query, move the Enabled toggle to the off position. Deactivated queries stop related conversations from entering the queue; they can be reactivated at any time.

To delete a search query, select the Delete icon. Deleted queries are permanently removed.