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How to create a new stream?

To create a new Webcare stream, move your mouse to a collapsed panel on the right side of your screen. The panel unfolds and to create the stream click on the plus sign. A new stream immediately appears on the screen and the option to set a title + select an existing or new search query. Within Webcare, create a new webcare stream by clicking on the plus on the right side of your screen.
Overzicht_Streams.png

A new stream appears on the left side of the screen and in the stream settings you set the name of the stream, the color of the stream, and the search query(s). Here you can choose the existing searches or add a new search. You also need to set the message display.

The menu consists of the following items:

Personal settings (Just for you)

Personal settings.png

Specify when you want to receive a notification and how the notification should be set.

General settings (For everyone)

General settings.png

  • Stream name: Enter a name for your stream.
  • Search queries:Select a search.
  • Message display mode:
    You can choose from two options here: Conversations and Separate.

    Conversation
    Messages from the same author are merged, based on thread (as in the old webcare of Spotler Engage under the Grouped feature).When choosing conversations, NO history is loaded into the stream and the data in the stream starts at the time of creation. Use this type to calculate statistics for the new statistics dashboard.

    Seperate
    Posts from the same author come in separately. It is possible to choose a start date in the past and thus load older posts directly into the stream. This option is especially useful for streams with public posts (hashtag posts, comments, news, weblog, forums or print data).

    Note! Once you save the stream, you cannot change the message view. So keep this in mind when creating a new stream. By default the message view is set to grouped messages.

    Filter overview
    Within a stream it is possible to set filters in the separate message view. These set filters are visible to all users working in the stream. If a stream is set to grouped message view it is only possible to filter by source type.

    You can choose from the following sections:

    Sentiment:
    Posts with positive, neutral or negative sentiment (if the filter is off, all posts with one of these sentiments are shown);

    Tags:
    After filtering on a webcare tag, only posts with this tag(s) are displayed;

    Groups:
    After filtering by a group, only messages from contacts that are on a group are displayed;

    Case owners:
    When filtering by a case owner, Spotler Engage displays messages handled by this case owner.

    Sourcetype:
    Posts posted on a particular source type or platform (if the filter is off, posts from all sources are shown);

    NOTE: If the message view is set to show grouped messages it is only possible to filter by source type
  • Multiclaiming
    It is possible to claim multiple messages per stream at the same time. It is especially useful for high-volume channels (live chat, Facebook Messenger and WhatsApp).

Advanced settings (For everyone)
Advanced settings.png

  • Roles
    Here you specify who all are allowed to see the webcare stream. Select all roles that will work with the webcare stream. It is also possible to make a stream available only to yourself. If no roles are selected, the new stream will automatically become visible to all roles..
  • Allowed accounts
    Are you working in a stream only with one particular social media account and don't want to be able to select the other linked accounts when responding either? Then select only the desired account. You can also click on an account after selecting it to make it the default account. This account is then automatically selected as soon as you start replying to a post. If you do not select any accounts in the stream, all accounts that are linked, and available for your role, are shown by default when you reply to a message.
  • Opening hours
    Per webcare stream, you enter opening times so that when reporting on response and processing times are taken into account. In addition, any service level set also applies only within these times. Read more about applying opening hours in the article: What can I set up with opening hours?
  • Service level
    A service level is set within webcare to indicate how quickly messages should be handled. When a service level is set, the date and time in a webcare message turns orange when the service level is at 75% of the set time. The date and time turn red when the service level has expired.

Once you have entered everything and save the new stream you are immediately in the new webcare stream. All streams are also displayed vertically on the right side of your screen. Here you can change the order, create new streams and switch from single- to a multi stream view.


Points of attention

  • You can add up to 10 searches to a webcare stream.
  • Once you save the stream, you cannot change the message view. So keep this in mind when creating a new stream. By default the message view is set to grouped messages.
  • If a stream is set to grouped message view, it is only possible to filter by source type. It is not possible to adjust the message view after you have saved a stream.