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Social Media Channel

Engage with your community across social media platforms with ConnieRTC's integrated social media management capabilities.

Overview​

The Social Media channel enables your organization to monitor, respond to, and manage communications across major social platforms from a single unified dashboard. Stay connected with your community where they are most active.

Key Features​

🌐 Platform Integration

  • Facebook ✅ - Pages, messages & comments
  • WhatsApp ✅ - Business messaging support
  • Twitter/X - Mentions, DMs & replies
  • Instagram - Comments & direct messages
  • LinkedIn - Company page management

💬 Message Management

  • Unified Inbox - All platforms in one view
  • Smart Routing - Route to appropriate agents
  • Response Templates - Quick, consistent replies
  • Escalation Rules - Priority message handling

📊 Monitoring & Analytics

  • Mention Tracking - Monitor brand mentions
  • Sentiment Analysis - Track community mood
  • Response Metrics - Time & quality tracking
  • Engagement Reports - Platform performance data

🚀 Publishing & Automation

  • Content Scheduling - Plan posts in advance
  • Auto-Responses - Common inquiry replies
  • Crisis Management - Rapid response protocols
  • Team Collaboration - Multi-agent coordination

Supported Platforms​

Primary Platforms​

  • Facebook ✅ - Business pages, Messenger integration
  • WhatsApp ✅ - Business messaging support
  • Twitter/X - Mentions, direct messages, replies (see roadmap)
  • Instagram - Business account comments and DMs (see roadmap)
  • LinkedIn - Company page and LinkedIn messaging (see roadmap)

Additional Platforms​

  • YouTube - Comment management and community posts (see roadmap)
  • TikTok - Comment monitoring and responses (see roadmap)
  • Telegram - Channel and group management (see roadmap)

Use Cases​

Community Engagement​

  • Event promotion and updates
  • Program announcements
  • Volunteer recruitment
  • Donor appreciation

Customer Support​

  • Quick question resolution
  • Service status updates
  • Complaint handling
  • Resource sharing

Crisis Communication​

  • Emergency notifications
  • Service disruption updates
  • Public relations management
  • Community reassurance

Getting Started​

  1. Connect Accounts - Link your social media profiles
  2. Set Up Monitoring - Configure keywords and mentions
  3. Create Response Templates - Build common reply library
  4. Define Escalation Rules - Set priority handling procedures
  5. Train Your Team - Ensure consistent voice and messaging

Best Practices​

  • Respond to messages within 4 hours during business hours
  • Maintain consistent brand voice across platforms
  • Use appropriate tone for each platform's culture
  • Monitor mentions and hashtags regularly
  • Keep crisis response procedures up to date

Compliance & Guidelines​

  • Follow each platform's community guidelines
  • Maintain professional boundaries
  • Protect client privacy and confidentiality
  • Document interactions for accountability
  • Regular review of social media policies

Detailed platform integration guides coming soon.