To assign a Twitter account to a CRM communication method

For housing organisations, Twitter is now the social hub of choice to share news, raise awareness, and initiate conversations that support, educate and empower their tenants and other stakeholders. It's increasing popularity for establishing authentic interactions means that it is even more important to channel customer engagement responses appropriately, and specifically those that should constitute a valid CRM communication. A communication method that is created to manage social media correspondence in this way can now be linked to a nominated Twitter account, which is automatically polled at regular intervals to check for relevant customer interactions.

The procedure to assign a Twitter account to a CRM communication method is as follows:

1. Navigate to Quick Menu > CRM > Configuration > Communication Method. The CRM Communication Method Configuration window is displayed.
2. Expand a direction heading from the alphabetical list and select an associated CRM communication method, or type its name into the Search Communication Method field. By default the list is filtered to show Current methods. An alternative filter can be applied using the Select view drop-down field: Expired, Future or All combinations 1.
3. Click on New Auto Communication. The Auto Communication window is displayed.
4. Using the Type drop-down field, select the specific parameter value of Twitter.
5. Using the Twitter account drop-down field, select the specific 'business identity' handle (@username) for the housing organisation i.e. the account to be automatically polled for customer interactions.
6. Choose an Effective from date for this Twitter account i.e. the commencement date for polling of new social media communications.
7. Choose an Effective to date if the tracking of this Twitter account is to be reviewed on a specific date or to capture a change of circumstances; a blank field means the account will be continually monitored.
8. Click on Confirm 2. The new Twitter account is displayed in the Auto Communication summary table.
9. Click on Save 3.

Note

1 The Search Communication Method field will match against any element of the method description.

2 System validation rules ensure that only one communication method can be linked to a specific Twitter account for the automatic tracking of social media interactions.

3 To mitigate potential communication overload, the system preferences Twitter Message Polling Interval (minutes) and Twitter Maximum Number Of Messages Per Poll enable the end user to control the frequency at which messages are tracked.

See related topics...

CRM communication integration maintenance overview

To assign an automatic email account to a CRM communication method

To create a new CRM communication method