Each social media platform has different functionalities available to them based on how they were designed. The below tables highlight what actions are available for each post/comment/response type for each platform you can listen to in CX Index. 

For instructions on how to use our social listening tool, please refer to this article. 

Functionality & Channels

You will find each of the below available functionalities listed under each channel. Descriptions are below: 

• Can display author: If author profile's name can be displayed inside CX Index or Genesys. If the page or user has a private profile and mentions you or uses a hashtag, the author column will be blank.
• Can display parent details: If the parent post can be displayed. This is usually the post, media or tweet under which interaction was made.
• Can reply: If you can reply to the interaction via CX Index or Genesys. Unsupported interactions will show an error message inside Genesys. 
• Can hide/ show: If you can hide, show (and unhide) an interaction.
• Can delete: If you can delete interaction.
• Display followers: If the number of friends/followers of the author can be displayed.
• Delete aware: If the interaction will be automatically marked as deleted if someone removes it on social media (outside of the CX Index app).
• Auto-responder: If the autoresponder setting will work. This is tied to the 'can reply' column. 
• Threads: If a parent interaction under which an interaction was made (e.g. comment under which comment was made) can be displayed.

Facebook 

Instagram 

X (formerly Twitter)