Social CRM Integration
Connect social media account (oauth 2.0)
A user (or Admin acting on a tenant-scoped brand account) connects a social-media account to the CRM via the provider's OAuth 2.0 + PKCE flow so the CRM can read mentions, send messages, and publish posts on their behalf.
Enrich contact with social profile
The system links a CRM Contact or Lead to one or more social profiles — linked by a user, or suggested by a search for the person's name — and stores read-only profile metadata (headline, bio, avatar, follower count, public links) for use in screen pops, prospecting, and reporting.
Configure social listening rule
A Marketing User or Admin defines a listening rule (keywords, hashtags, handles, language, geography, sentiment) that the system uses to pick out social mentions and trigger downstream actions (notify users, tag, attribute to a campaign; creating leads and tickets comes later).
Ingest social mentions (system)
The system listens to the company's connected accounts, normalises what it hears into `SocialMention` records, runs sentiment analysis, fires the matching rules' actions, and pushes real-time notifications. A Marketing User reads the result in Marketing — Social inbox.
Capture social lead from mention or dm or lead ad
When a mention that matches a rule with the action Create lead, an X direct message to a brand account, or a submission from a provider's native lead ad form comes from someone the CRM does not know, the system creates a Lead with social attribution. A lead goes to the owner the rule or the form's mapping names, or else to the Unassigned queue.
Convert social mention to support ticket
Mentions that match a support-oriented listening rule (or that a user manually escalates) become tickets so the support team can respond inside their normal SLA workflow.
Engage from CRM (reply or dm or comment)
A user replies to a mention, comments on the post a mention is on, or sends a direct message to a social profile directly from the CRM. The message goes out through the connected account the mention came through (or, for a direct message, a brand or the your own X account), is logged as a Social activity, and is threaded under the source mention.
Schedule and publish social post
A Marketing User composes a social post for one or more brand accounts on X, LinkedIn, YouTube, TikTok, Facebook and Instagram, sends it at once or schedules it, and follows its status and numbers.
Attribute social engagement to campaign
The system aggregates inbound mentions, outbound posts, social leads and engagement metrics (impressions, likes, comments, shares, link clicks) against a linked Campaign so marketing can measure ROI. A you can also attribute mentions to a Campaign by hand.
Disconnect or revoke social account
A user disconnects a personal social account, or an Admin revokes a brand account. The CRM revokes tokens with the provider where possible, stops polling, and retains historical mentions and engagements for audit.