Social Attributes for Case Creation
The following tables list object-wise the attributes and operators that can be used to define the conditions for automatically creating cases for content pulled by streams, based on the object chosen in the Object field of the Add Condition Attribute window.
The social network used by the stream or the Customer can be selected in the Object field. For more information about creating cases for streams, see Configuring Case Creation for Streams.
Customer
The following table lists the attributes, operators, and values if Customer is selected in the Object field of the Add Condition Attribute window.
|
Attribute |
Attribute Definition |
Operator |
Values |
|---|---|---|---|
|
Level |
The classification level used to indicate the priority of a customer. |
=, !=, |
Gold, Platinum, |
|
FirstName |
First name of the customer. |
=, Begins with, Ends with, Contains, |
- |
|
LastName |
Last name of the customer. |
=, Begins with, Ends with, Contains, |
- |
|
MiddleName |
Middle name of the customer. |
=, Begins with, Ends with, Contains, |
- |
|
|
Email address of the customer. |
=, Begins with, Ends with, Contains, |
- |
|
Phone |
Phone number of the customer. |
=, Begins with, Ends with, Contains, |
- |
|
Social ID |
Social ID of a social activity. |
=, Begins with, Ends with, Contains, |
- |
X
The following table lists the attributes, operators, and values if X is selected in the Object field of the Add Condition Attribute window.
|
Attribute |
Attribute Definition |
Operator |
Values |
|---|---|---|---|
|
Following |
A numerical identifier of how many X accounts are being followed by the account registered to the search adapter. |
=, !=, <,> |
- |
|
Followers |
A numerical identifier of how many users are following the account registered to the application. |
=, !=, <,> |
- |
|
Summary |
The text of a X post. |
=, Begins with, Ends with, Contains, |
- |
|
SocialID |
Social ID of a social activity. |
=, Begins with, Ends with, Contains, |
- |
|
Sentiment |
The sentiment associated with a post. |
=, != |
Positive, Negative, Neutral |
|
message_type |
Used to search for X Direct Messages (DMs) |
=, != |
Direct Message |
|
search_name |
The name associated with a particular X account. |
= |
- |
|
post_adapter_ |
The account name associated with the connected X account. |
= |
- |
The following table lists the attributes, operators, and values if Facebook is selected in the Object field of the Add Condition Attribute window.
|
Attribute |
Attribute Definition |
Operator |
Values |
|---|---|---|---|
|
Likes |
A numerical identifier of how many 'likes' a post received when users clicked the Like button. |
=, !=, <,> |
- |
|
Comments |
A numerical identifier of how many comments were made on a Facebook post. This can include comments made from the Social Console or Advisor Desktop. |
=, !=, <,> |
- |
|
Summary |
The text of a Facebook post. |
=, Begins with, Ends with, Contains, |
- |
|
SocialID |
Social ID of a social activity. |
=, Begins with, Ends with, Contains, |
- |
|
Sentiment |
The sentiment associated with a post. |
=, != |
Positive, Negative, Neutral |
|
message_type |
Used to search for Facebook Messenger messages |
=, != |
Private Message, |
|
search_name |
The name associated with a particular Facebook account. |
= |
- |
|
post_adapter_ |
The account name associated with the connected Facebook account. |
= |
- |
The following table lists the attributes, operators, and values if Instagram is selected in the Object field of the Add Condition Attribute window.
|
Attribute |
Attribute Definition |
Operator |
Values |
|---|---|---|---|
|
Likes |
A numerical identifier of how many 'likes' a post received when users clicked the Like button. |
=, !=, <,> |
- |
|
Comments |
A numerical identifier of how many comments were made on an Instagram post. This can include comments made from the Social Console or Advisor Desktop. |
=, !=, <,> |
- |
|
Summary |
The text of an Instagram post. |
=, Begins with, Ends with, Contains, Does not contain |
- |
|
SocialID |
Social ID of a social activity. |
=, Begins with, Ends with, Contains, Does not contain |
- |
|
Sentiment |
The sentiment associated with a post. |
=, != |
Positive, Negative, Neutral |
|
search_name |
The name associated with a particular Facebook account. |
= |
- |
YouTube
The following table lists the attributes, operators, and values if YouTube is selected in the Object field of the Add Condition Attribute window.
|
Attribute |
Attribute Definition |
Operator |
Values |
|---|---|---|---|
|
Comments |
A numerical identifier of how many comments were made on a YouTube video. This can include comments made from the Social Console or Advisor Desktop. |
=, !=, <,> |
- |
|
Views |
A numerical identifier of how many users viewed the YouTube video. |
|
- |
|
Sentiment |
|
=, != |
Positive, Negative, Neutral |
|
Likes |
A numerical identifier of how many 'likes' a post received when users clicked the Like button for a YouTube video. |
=, !=, <,> |
- |
|
SocialID |
Social ID of a social activity. |
=, !=, <,> |
- |
|
Summary |
The text in the description of the YouTube video. |
=, Begins with, Ends with, Contains, Does not contain |
- |
|
Title |
The title of the YouTube video. |
=, Begins with, Ends with, Contains, Does not contain |
- |
|
Replies |
A numerical identifier of how many replies were made to comments on a YouTube video. Replies are secondary activities to comments. |
=, !=, <,> |
- |
|
Category |
The category selected by the YouTube user that corresponds to the video, i.e. Movies, Music, Animals, etc. |
=, Begins with, Ends with, Contains, Does not contain |
- |
|
Tags |
The tags associated with the video. |
=, Begins with, Ends with, Contains, Does not contain |
- |