Social escalation rules

1. Click Admin.
2. Under Message, click Social Escalation Rules.
3. In the Social Listening Rules page, click Add Rule.
4. The New Escalation Rules page appears. In the Name field, enter the escalation rule name. The maximum number of characters that you can use for the name is 50.
5. (Optional) In the Description field, enter a brief description.
6. In the Platforms section, select the integration that the escalation rule should escalate the data. To save this rule, select at least one integration and under each platform you can select only one integration.
7. In the Define the Rule Details section, perform any of the following steps and then click Add Condition:
   • In the Post Includes field, add the keyword. For example, to know more in detail about the brand Uber, add the relevant keywords. You can add multiple keywords and further refine your entry by adding more conditions. 
   • In the Post Also Includes field, add other keywords, which also works as an AND operator. These keywords can also be tracked along with the keywords you entered previously. . 
   • In the Post does not include field, add the keywords that you do not want to be part of the results. The keywords you enter in this field are not included for data gathering. For example, if there are keywords included in this field along with keywords mentioned in the Post Includes and Post Also Includes fields. The system does not consider the data regardless of keywords mentioned in the Post Includes and Post Also Includes fields.
8. To delete any of the conditions, click the Delete icon.
9. In the Additional Rule Details section, perform any of the following steps:
   • In the Post Locations field, select one or more locations. The data tagged to that location is escalated as a conversation.
   • In the Post Languages field, select one or more languages. The data tagged to that language is escalated as a conversation.
   • In the Post Sentiment field, select one or more sentiments. The data tagged to that sentiment is escalated as a conversation.
10. Click Save.

Genesys Cloud adds the new escalation rule to the Social Escalation Rules page. 

To view the social escalation rules details, perform the following steps:

1. Click Admin.
2. Under Message, click Social Escalation Rules.
3. In the Social Escalation Rules page, click an escalation rule from the list.

The details of the selected social escalation rule appear.

To delete a social escalation rule, perform the following steps:

1. Click Admin.
2. Under Message, click Social Escalation Rules.
3. In the Social Escalation Rules page, select an escalation rule from the list.
4. Click More . The Edit and Delete options appear.
5. Click Delete.

You can also delete an escalation rule by selecting the checkbox next to a topic and clicking the Delete button available above the table. 

To edit a social escalation rule, perform the following steps:

1. Click Admin.
2. Under Message, click Social Escalation Rules.
3. In the Social Escalation Rules page, select an escalation rule from the list.
4. Click More . The Edit and Delete options appear.
5. Click Edit.
6. Update the details in the page as required. 
7. Click Update.

To set a status for an escalation rule, perform the following steps:

1. Click Admin.
2. Under Message, click Social Escalation Rules.
3. In the Social Escalation Rules page, select an escalation rule from the list.
4. The Set Status field above the table becomes available for selection. Click to set a status for the data ingestion rule. You can set the status of this field to:
   • Active. The default setting for this field. This setting indicates that the escalation rule is active and you receive all communication for the escalation rule.
   • Paused. When you set this field to pause, all communication for the escalation rule pauses.