Social escalation rules

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1. Click Admin.
2. Under Message, click Social Escalation Rules.
3. Click Menu > Digital and Telephony > Social > Social Escalation Rules.
4. Click + Add Rule. The New Escalation Rules page appears. 
5. In the Name field, enter the escalation rule name. The maximum number of characters that you can use for the name is 50.
6. (Optional) In the Description field, enter a brief description. 
7. Under Platforms, select at least one channel and one corresponding integration to use to escalate the data. For Google Business Profile, Facebook, and Instagram, the default integration option is Source Integration. Select the integration that the escalation rule uses to escalate the data. 
8. 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.
9. 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.
10. 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.
11. 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 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. 
12. Click Save.

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

To view the social escalation rules details, perform the following steps:

1. Click Admin.
2. Under Message, click Social Escalation Rules.
3. Click Menu > Digital and Telephony > Social > Social Escalation Rules.
4. Click an escalation rule from the list.

The details of the selected social escalation rule appear.

To delete a social escalation rule, perform the following steps:

1. Click Admin.
2. Under Message, click Social Escalation Rules.
3. Click Menu > Digital and Telephony > Social > Social Escalation Rules.
4. Select an escalation rule from the list.
5. Click More . The Edit and Delete options appear.
6. Click Delete.

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

To edit a social escalation rule, perform the following steps:

1. Click Admin.
2. Under Message, click Social Escalation Rules.
3. Click Menu > Digital and Telephony > Social > Social Escalation Rules.
4. Select an escalation rule from the list.
5. Click More . The Edit and Delete options appear.
6. Click Edit.
7. Update the details in the page as required. 
8. Click Update.

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

1. Click Admin.
2. Under Message, click Social Escalation Rules.
3. Click Menu > Digital and Telephony > Social > Social Escalation Rules.
4. Select an escalation rule from the list.
5. 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.