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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).

When this happens: You go to Marketing — Social Listening — New Rule.

Step by step

  1. 1

    Open Marketing — Social Listening — clicks New Rule.

    EasyCRM shows form: Name, Providers (multi-select of connected providers), Keywords / Phrases (boolean expression), Hashtags, Mentioned Handles, Language(s), Country(ies), Sentiment Filter, Action(s).

  2. 2

    Enters: Name = Brand mentions — EU, Providers = LinkedIn + X, Keywords = **EasyCrm** OR **Easy CRM**, Country = DE, FR, IT, ES, Sentiment = any, Action = Create Lead if no Contact matches + Notify @social-team.

    EasyCRM checks expression syntax (no unmatched quotes/parentheses, supported operators only). Estimates ingestion volume from the last 7 days and shows: ≈ 240 matches/day.

  3. 3

    Save.

    Persists rule, audit-logs SocialListeningRuleCreated, and pushes it to the active rule set used by the polling job.

Other paths

Test rule against historical data

Click Test before saving. EasyCRM runs the expression against the last 7 days of cached mentions and shows a sample of 20 hypothetical matches. No actions fire.

Pause or resume or archive rule

Toggles rule to Paused. Polling continues to receive matches but no actions fire; matches still appear in the Social Inbox tagged with the paused rule for audit.

If something goes wrong

Quota exceeded

Tenant has reached its configured cap on active rules (default: 25). Save fails with: Rule quota reached. Archive an existing rule to add a new one

Good to know

  • Rule expressions support AND, OR, NOT, parentheses, and quoted phrases.
  • A rule must select at least one provider and at least one of (Keywords | Hashtags | Mentioned Handles).
  • Rule changes apply within 1 minute (the polling cycle).
  • Rule edits are audit-logged with the diff.