FAQs

Can I add my bot to social media accounts or other platforms?

You can add the bot to a whole myriad of platforms, just visit Azure Bot Service to see available connectors.

How do I add custom filter words to my Social Listening tool?

Your social listening tool uses plug-and-play AI from Microsoft Azure to measure the sentiment of Tweets mentioning your brand, and alerts you when the sentiment is negative. However, you may wish to include custom ’negative words’, for example if you are listening for Tweets in a language not supported by Azure’s Text Analytics.

Can I add an approval step instead of automatically Retweeting positive Tweets?

Your Social Listening tool includes a Retweet feature that automatically Retweets Tweets that match your search term and are found to have ‘positive’ sentiment. By following the steps below, you can add an approval process to this step, allowing you to send an email to yourself asking you to confirm the Retweet action.

Can I change the threshold of a ‘positive’ Tweet that is automatically Retweeted?

Your Social Listening tool includes a Retweet feature that automatically Retweets Tweets that match your search term and are found to have ‘positive’ sentiment. The tool calls Azure’s Text Analytics cognitive service, which analyses the text in a Tweet and returns a value for sentiment between 0 (extremely negative) and 1 (extremely positive). The threshold of a “positive” Tweet is by default set at 0.7, but you can adjust this value to only Retweet the most positive Tweets (threshold higher than 0.7) or to retweet anything that is not overtly negative (threshold of 0.5). Be aware that the lower you set this threshold, the more times you will Retweet Tweets that mention your search term.

Can I use Social Listening for posts in a language other than English?

Your social listening tool uses plug-and-play AI from Microsoft Azure to measure the sentiment of Tweets mentioning your brand, and alerts you when the sentiment is negative. By default, the tool is set up to analyse the sentiment of Tweets written in English, but several other languages are available.

What will my Social Listening tool cost?

The ongoing cost of your Social Listening tools can vary depending on where you set things up, as Microsoft Azure prices vary slightly by region. However, the rough cost per mention is about £0.01 so the price is entirely dependent on how much it handles. You can set a budget on your Azure subscription to alert you before the costs add up more than you want them to. After your tool has been set up, follow these steps in the Azure Portal to set up a budget and usage alerts.

Why do I need to configure my Social Media tool?

Your Social Listening tool makes use of the Logic Apps platform, which has its own dedicated connectors for Twitter and Email that we can’t authorise on your behalf. These need you to specifically authorise them for ongoing activities. It’s also a really good opportunity for you to have a look around, as the setup is all yours and you can modify it however you want.

What are mentions?

Your Social Listening tool listens for “mentions” of your brand that trigger a sentiment analysis and content moderation process. A mention is a tag of your handle or page in a message, post or image share, for example:

What Is Artificial Intelligence Ai

Artificial Intelligence can be used to perform ‘cognitive’ tasks like recognising the content of an image or what things are important in text. For social listening we use AI to identify inappropriate images that fail content moderation standards and we use text analytics to identify negative sentiment to help identify unhappy customers.

What does the Social Listening tool do?

Social Media Listening includes a number of different areas, but two that are close to the hearts of all businesses are customer services, and reputation management. It’s important to respond quickly when someone’s experiencing an issue, or when content might be inappropriate for your brand.

How do I set up my Social Listening tool?

There are two stages to setting up the Social Listening tool. First, we create a group of tools for you and place them in your Azure account. Next, there are some steps that you need to go through to configure the tools. Once you’ve completed the steps below, have a look at the list of posts that walk you through optional customisation steps.

What permissions do you need to set stuff up for me and how can I manage these permissions?

What Microsoft permissions do you need to set up my tools? We will ask for the permissions we need to support setting up things for you. This includes the ability to work in Microsoft Azure on your behalf, and the ability to configure parts of your Office 365 setup if you have one. This connection will be managed through an Azure Active Directory Application which you will have control over.

What’s the difference between a “work or school account” and a “Microsoft account”?

A Microsoft account, also referred to as a personal account, provides authentication and authorization to Microsoft’s consumer services such as OneDrive and Office subscriptions. On the other hand, a work or school account is created by an organization using a business service that has Azure Active Directory as the authentication and authorization platform. The organisation authenticates your access to resources based on its business plans.

What if my Microsoft Azure subscription is associated with a “Microsoft account”?

If you have already signed in using a Microsoft account (MSA), you can add an alternate account to your subscription to allow you to sign in with your work account identity to the subscription, as well as to other subscription benefits like Azure and Azure DevOps. Read the Visual Studio subscription docs article about adding an alternate account for more information. Source

What do I need to get started with the Social Listening tool setup?

To be able to proceed with setting up the GoSmarter Social Listening tool, you need to:

How can I set up my Social Listening tool to work with multiple Twitter accounts?

When your Social Listening is first set up, you are asked to log in to your Twitter account to set up social listening and (optionally) Retweeting of positive mentions. If you want the ability to Retweet from different accounts that work with different search terms (for example, if you represent an agency handling multiple clients’ Twitter accounts) you can clone your Logic App and configure each Logic App to Retweet from a different account.

How do I listen for multiple search terms with my Social Listening tool?

Your Social Listening Twitter tool ’listens’ for Tweets that match a search term that you define. Your search term can be as simple as your business handle (in the format @yourhandle) or it can contain multiple terms linked together by and, or and not operators. You should limit your search to ten parameters.

How do I create a subscription in Azure?

During set-up of your Social Listening tool you will be asked to select an existing Azure subscription for your tool. If you do not already have a Subscription in your Azure account, go to the Azure portal, log in, and follow the steps below. If you don’t already have an Azure Account, follow the steps in this guide.

How do I get started if I don’t have an Azure account already?

If you already have an Azure account, you can get started with the GoSmarter tools immediately by signing into Azure with your work account. If you do not, there are two ways to get an Azure account set up ready for your GoSmarter tools.

Why do I need to setup stuff?

Because for the Chatbot to work on your website, the iframe we generate for you, will need to be added to your websites source code (HTML) and styled accordingly using CSS, and today websites are built in very many environments and have equally more variations of implementing the source code, that it would not be practical for us to create an exhaustive set of instructions for all possible scenarios, also any support we write today, would possibly be out of date by next week as many platforms used for websites are evolving constantly.

Can I style the Chatbot to match my websites theme?

Of course!, you can position the iframe where ever you want it by adding it to the appropriate place in your HTML and style it using CSS as you would any other HTML element.

Can I make changes to the QnA’s after setting up the Chatbot?

Yes, you have full control over your QnA data, just visit qnamaker.ai to make changes, you may need to sign in using your Azure login details, from the menu select My knowledge bases

What if I get stuck?

If you get stuck you can click on the Get Support button above the helper text or on the help link on the left side menu.

Can I test the bot before adding to my live website?

For sure. Just open the Bot Channels Registration from inside your GoSmarter-Chatbots Resource Group we created for you, and in the flow diagram below, select ‘Try out your bot in Web Chat’ or there is a link to instructions on using an emulator

Can you track the bots usage?

There is indeed, by visiting the Bot Channels Registration from inside the GoSmarter-Chatbots Resource Group we created for you

How do I configure my Social Listening tool if I use G-Suite instead of Microsoft 365?

Part of the configuration step of your Social Listening tool involves logging into Office 365 Outlook to set up an email that is triggered when a negative Tweet matches your search. You can still use this feature if you use G Suite for emails rather than Outlook 365, by following the steps below:

What is Microsoft Azure?

Microsoft Azure is a cloud platform that hosts technology and software for your business. Many things you may already use in the cloud like Microsoft Teams actually run on Microsoft Azure. Microsoft Azure is a highly secure, government trusted platform and has no-code software like Microsoft Logic Apps and plug-and-play AI like Microsoft Cognitive Services. These aspects plus the super low price tag mean we can set up a fully customisable social listening solution for you in a platform that is all yours. You can read more about Azure in our Azure knowledgebase article.