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).

When this happens: You go to Marketing — Social listening — New rule.

Step by step

1
Open Marketing — Social listening — clicks New rule.
EasyCRM shows the form: Name, Networks (each with the account it is heard through, or reconnect to listen / connect), Keywords and phrases (a boolean expression), Hashtags, Handles, Languages, Countries, Sentiment, Actions (Notify, Tag, Campaign).
2
Enters: Name = Brand mentions — EU, Networks = LinkedIn + X, Keywords = **EasyCrm** OR **Easy CRM**, Countries = DE, FR, IT, ES, Sentiment = Any, Actions = Notify the social team and Tag = brand.
EasyCRM checks the expression as the rule is saved or tested (a quote or parenthesis never closed, an operator with nothing beside it, an expression that only excludes) and shows the problem and its column under the field. Test against the last 7 days () shows how many mentions the rule would have matched per day.
3
Save.
Persists the rule, audit-logs SocialListeningRuleCreated, and includes it in the next listening cycle.

Other paths

Test rule against historical data

Click Test against the last 7 days before saving (or on a saved rule). EasyCRM runs the draft against everything listening heard on the rule's networks in the last 7 days, whether or not a rule matched it, and shows how many items matched, the matches per day, how many items were heard, and the 20 newest matches. For X it also shows the search it would send and its length. No action fires, and a sentiment filter is read by the word lists, so a test costs no AI.

Pause or resume or archive rule

Pauses the rule. Mentions it matches are still ingested and appear in the Social inbox marked with the paused rule, but none of its actions run. Resumes it (it counts against the cap, see ) or archives it (it is then inactive and can be resumed).

A rule loses its accounts

When the last account a rule is heard through is disconnected or revoked (or a Messenger or Instagram channel is disconnected), the rule becomes Inactive with the reason no connection and the change is audit-logged. A rule still heard on another network stays active. Reconnecting does not resume it: a rule manager does, from the list.

If something goes wrong

Quota exceeded

The company has reached its plan's cap on listening rules (default: 25; paused rules count). Save, or resuming an inactive rule, fails with: Rule quota reached: your plan allows 25 listening rules at a time. Archive an existing rule to add a new one

Rule not saveable

Saving is refused, with the reason (an expression's under the field, with its column), when no keyword, hashtag or handle is given, no network is chosen, a network cannot be listened to or has no connected account, a language or country code is unknown, a list has over 50 entries, an action is incomplete, or the search is longer than X accepts.

Good to know

Rule expressions support AND, OR, NOT (in capitals), parentheses, and quoted phrases; NOT binds tighter than AND, which binds tighter than OR, and terms side by side are ANDed.
A rule must select at least one network and at least one of (Keywords | Hashtags | Handles). A mention matches when it says the keywords, one of the hashtags or one of the handles (a handle also matches what is said to that account), in one of the rule's networks, and passes the language, country and sentiment filters. Case and accents are ignored.
Rule changes apply within 1 minute (the listening cycle).
Rule edits are audit-logged with the diff.
Only X reports a post's language, and a country only for geotagged posts; a network that reports neither never matches a rule that filters on it.