Objective
This article aims to provide an overview of the Meltwater Social Listening integration with 8x8.
Applies To
- 8x8 Contact Center
- Agent Workspace
- Digital Channels
- Meltwater
What is the Meltwater with 8x8 Integration?
The Meltwater Social Listening Platform is a tool specializing in real-time monitoring and collection of online social media mentions and conversations for businesses. The Meltwater integration with 8x8 will monitor multiple social media platforms, and any relevant posts or comments regarding the customer's brand or product will route through to the 8x8 Contact Center for an agent to respond.
The Meltwater integration with 8x8 will be supported for Facebook, Instagram, X (formerly Twitter), YouTube, TikTok, and LinkedIn.
Agents will receive social media mentions in Agent Workspace, like they do with any other interactions.
Known Limitations
The Meltwater Social Listening Integration with 8x8 has some limitations that you should be aware of:
- No Automatic Threading: Each new post from a customer creates a new interaction. Two-way conversations are not natively threaded yet.
- Data Privacy Concerns: The agent only sees usernames; PII (Personally Identifiable Information) management is the customer's responsibility and is governed by their contract with Meltwater.
- Response Timing: Social platforms may not respond in real-time. Agents should treat these interactions with flexible SLAs.
- Not All Platforms Supported: 8x8 has limited the integration to six platforms. Channels like Trustpilot, Reddit, and Pinterest are not supported out of the box but may be added on request.
Additional Information
If you are experiencing issues with interactions not coming through to agents, please refer to our troubleshooting KB, Why Aren’t My Meltwater Interactions Being Offered to Agents?
If you need to escalate an issue to Meltwater support, please refer to our support KB, How Do I Escalate an Issue With Meltwater?