Social CRM Integration
Connect social media account (oauth 2.0)
A user (or Admin acting on a tenant-scoped brand account) connects a social-media account to the CRM via the provider's OAuth 2.0 + PKCE flow so the CRM can read mentions, send messages, and publish posts on their behalf.
Enrich contact with social profile
The system matches a CRM Contact to one or more social profiles by email or handle and stores read-only profile metadata (headline, bio, avatar, follower count, public links) on the Contact for use in screen pops, prospecting, and reporting.
Configure social listening rule
A Marketing User or Admin defines a listening rule (keywords, hashtags, mentions of brand accounts, language, geography) that the system uses to ingest social mentions and trigger downstream actions (create Lead, create Ticket, notify owner, attribute to campaign).
Ingest social mentions (system)
The system periodically polls connected providers for new mentions matching active listening rules, normalises them into `SocialMention` records, runs sentiment analysis, fires rule-defined actions, and pushes real-time notifications.
Capture social lead from mention or dm or lead ad
When a social signal (a mention matching a rule, an inbound DM, or a submission from a provider's native Lead Ad form) originates from a non-customer, the system creates a CRM Lead with social attribution and routes it according to lead-assignment rules.
Convert social mention to support ticket
Mentions that match a support-oriented listening rule (or that an agent manually escalates) are turned into Tickets so the support team can respond inside their normal SLA workflow.
Engage from CRM (reply or dm or comment)
A user replies to a mention, comments on a post, or sends a direct message to a social profile directly from the CRM. The outbound message is sent through the connected social account, logged as an Activity, and threaded under the source mention.
Schedule and publish social post
A Marketing User composes a social post for one or more brand accounts, optionally schedules it for a future time, and tracks publish status and engagement metrics.
Attribute social engagement to campaign
The system aggregates inbound mentions, outbound posts, lead ad submissions, and engagement metrics (likes, comments, shares, click-throughs) against a linked Campaign so marketing can measure ROI.
Disconnect or revoke social account
A user disconnects a personal social account, or an Admin revokes a brand account. The CRM revokes tokens with the provider where possible, stops polling, and retains historical mentions and engagements for audit.