Social intelligence and engagement

Brand Kit

Use Brand Kit to maintain approved voice, visual, audience, and positioning context exposed by the product. Keep it specific enough to guide work but do not store secrets or unsupported claims. Update it when brand or legal guidance changes and re-review automations that depend on it.

Content Intelligence

Use Content Intelligence for supported ideas, analysis, or recommendations. Treat generated concepts and performance explanations as hypotheses. Verify facts, rights, tone, and network policy before using them.

Analytics

Use Analytics to compare supported publication and engagement measures across connected networks. Confirm date range, destination, content type, and provider refresh. Network metrics with similar names can have different definitions; avoid combining them without a documented mapping.

Listening and competitors

Use Listening for configured topics or mentions and Competitors for selected public comparison evidence. Sampling, provider access, spelling, language, and privacy limits can omit relevant content. Do not describe a listening result as exhaustive monitoring.

Contacts

Social contacts can support relationship context where available. Confirm identity before linking a public profile to a CRM person. Similar names, parody accounts, shared brand handles, and platform-specific identifiers can cause incorrect association.

Automations

Social automations can include supported rules, flows, keywords, templates, and run histories depending on rollout. Start in a non-publishing or review-required mode where possible. Test ambiguous keywords, spam, sarcasm, deleted content, repeated events, provider delay, and permission loss.

Never auto-publish a sensitive response solely from sentiment or keyword detection. Maintain a human escalation path for complaints, threats, regulated topics, account security, and public incidents.