How to Monitor Twitter with LiveAgent

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hey guys in today's video I'll be
talking to you about our Twitter
integration I'll explain what it does by
it's important to utilize and I'll be
showing you how it works in real time in
live agent so firstly what is it and how
does it help you well with our Twitter
integration you can easily monitor any
keywords of your choosing so anything
that is hashtagged and that you want to
monitor and you can also monitor any
mentions of your page or any mentions of
your brand so if we wanted to be
monitoring at live agent we could do
that and if we wanted to be monitoring
hashtag live agent we could do that as
well
and so what this integration does is
that any mentions any tweets that have
these hashtags or these app mentions
they will be automatically converted
into tickets into your live agent
dashboard which you can view there and
from which you can reply and tweet back
and so on and so forth so why is this
important this is important because it
enables you to stay close to your
customer base they're already on social
media there's 126 billion daily Twitter
users and you're able to respond to them
with any questions that they may have
another great business benefit is that
when you're tracking all these keywords
you can stay up to date on what's going
on in industry with your competition and
so on and so forth and another great
reason why you should utilize this
plugin is because it eliminates account
sharing so if the administrator of your
Twitter page is on vacation it doesn't
matter anyone from yours 14 can access
these tweets and can reply to them it
also eliminates the need to monitor
multiple devices and accounts so that's
great you can also add multiple Twitter
accounts into your live agent dashboard
so that you can monitor all of them so
now I'll be showing you how it works in
real time so I've created two little
test accounts and first I'll be showing
you how to connect your Twitter so we
can get started so you want to be in
your live agent dashboard and you want
to go into settings once you're in
settings you can click Twitter and then
Twitter accounts as you can see my first
test account
at Sanya eight four eight eight five
nine oh eight is here and if I want to
edit any of the keywords or mentions
that I want to be monitoring I'll click
this edit button right here over here in
the query section you can see all the
hashtags and account mentions that I'm
monitoring and if you want to add
another one you just click over here add
new query and I can monitor Sonya oh we
already have that so I'll just add
another one testing two and save that
and as you can see over here if this is
checked then all if all tweets
containing these hashtags or these
mentions will be converted into tickets
automatically and then you can choose
into which department you want these
tickets to go into which department you
want them to be assigned to so that is
great always make sure you click Save
and if you don't have your Twitter
account enabled or activated within your
live agent account all you have to do is
just click over here add Twitter account
and it's just going to ask you for login
credentials and that's all it all it is
so now I'm going to send out two tweets
to show you how it works so I'm going to
say hashtag live agent because that is
one of the hashtags that I'm monitoring
hello it's a lovely day for a test then
I'll send that out and then I'll send
out another tweet and I'll mention at
live agent hello I'm testing again and
I'll tweet that as well so here are both
of my tweets that I just sent out as you
can see 24 seconds ago on 14 seconds ago
and so now all I have to do is going to
my live agent dashboard and I can start
looking at my tickets so I already went
filtered my tickets to only show me my
Twitter tickets and I searched a part of
my username and so I can just refresh
and it does take one to five minutes
generally for live agent to load these
tweets that's at least the way I haven't
set it up in here so we're just going to
wait
and refresh a little bit and the tweets
should show up in no time and then once
they do show up we can reply and we will
of course be replying through our live
agent dashboard and even though the
reply sent through the dashboard it
appears as a tweet which you will see so
let's just give it a minute
alright so now that we've refreshed as
you can see both of these tweets have
popped up and this is the first one that
I use with the mention of our brand and
I can just hit reply hello there
and as I send it you'll see that it's
immediately popping up here it is and if
I click it it shows the reply for my
other account as you can see there are
two different accounts it's just
slightly misspelled name because I
didn't want to use our actual live agent
account for this and make a big old mess
in our dashboard okay so that's the
first reply that sent I can mark that as
resolved and here's the other tweet that
I sent out with the hashtag that we were
monitoring and again I can just reply or
I can retweet if I want I can mark it as
spam or I can just resolve it so I'll
just
I could even retweet it but let's just
reply what does it say what did I say I
said hello it's a lovely day for a test
yes it is and I'll send that out and I
can mark it as resolved and so that
should show up again over here on the
other tweet and there it is
and so that's how it works in live agent
it's very very simple and it's very very
useful so don't forget to turn on your
plugin and utilize all the benefits that
it gives you which is that you don't
have to share a login credentials that
you don't have to monitor multiple
devices and that you can monitor any
type of mentions of your brand or
specific keywords so you can stay up to
date with all the communication having
happening around your brand thank you so
much for watching have a great day
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