Direct Messages Analysis - Twitter

Enhance your Direct Messages analysis by monitoring and categorizing conversations with Twitter users.

When accessing Proprietary Metrics, you will find numerous graphs to assist you in analyzing the content posted on social media.

Within the Direct Messages section, by clicking on the "Read Full Conversation" option found on the publication card, you will be redirected to the "Direct Messages Analysis" page.

Functions in the publication cards 

1. Photo

The same photo used by the user on the social network. You can also click on the avatar and be redirected to this user's profile on Twitter.

2. Name 

User's name on the social network. 

3. Date

Day and time when the message was sent to your profile. 

4. History

How many times did the user interact through messages 

5. Message box

Here is the message that the user sent to your profile. 

6. Sentiment

Select the sentiment assigned to the interaction from the options: Positive, Neutral, and Negative.

7. Criticality

The criticality criterion is assigned to cases that require greater attention. The higher the priority, the higher the assigned criticality. This action is manual and can be filtered in other filters. 

8. Follow user

Clicking on this icon makes your profile start following the profile of the user who performed the interaction.

9. Reply to interaction

Clicking here allows you to open the reply box and send a message to the user who made the interaction. 

Tip: You can use STILINGUE Smart Care to optimize response sending and customize filters. To learn more, visit the guide.

10. View message

This option directs you to the direct messages area of Twitter where the interaction took place. If the user does not have access to the page directly on the social network, this message will not be displayed.

11. Mark as checked

If you want to note a publication classified by you, you can click and check the interaction. Afterward, filter by only the checked comments to view what you have noted. 

12. Ticket number

Number of Ticket of the support service. By clicking on the number, you can copy it to the clipboard. 

13. Status

It is possible to change the status of the request to one of the following: Ignored, Pending, Open, Waiting, Responded, and Closed.

14. Themes

The themes registered in your Search Configuration appear here. If you wish to identify the assigned theme for the interaction, you can either select it or search for more than one. 

15. Tags

Apply tags to the interactions made on the proprietary page. By including tags in the Search Configuration, you can locate them in this field.

16. Responder

Name of the contact person with that user. When responding to a user's message, you are identified as the respondent and responsible for the inquiry. 

17. Conversation Thread

Below the original post, you will have access to the thread (conversation sequence) containing the entire conversation with that user.

For more information, visit the discussion on the subject at our community or videos on our channel. 😃