An Introduction to Conversations in VSocial Community Manager

Overview

VSocial Community Manager defines a Conversation as a thread of linked communications for a given social channel. For example, a visitor posts on a Facebook Fan Page Timeline, and the subsequent comments associated with that original post together make up a Conversation.

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The above example is a conversation that originated in by the Page from VSocial. It started with a initial photo post by the Page on the Timeline, followed by a few replies by 3 different fans, and finally a reply by the page to one of the fan's comments. In this example, only one of the comments is marked as "Closed".

 

What is a "Conversation"?

Often in this help documentation, we'll refer to a single element as a Conversation. The reason for this is because we define a Conversation as a message that has status, that can be replied to, tagged, and assigned. Every Facebook post comment can be replied to.

VSocial will track replies to individual comments. Each comment also has a Status that can be tracked until Closure. The reason for this is often an entire post thread will deal with many different topics - by the nature of Social Media, it is not realistic to assume a single Post/Comment thread will deal with a single topic.

Therefore, VSocial treats each Comment, Mention, reply, (etc.) as a unique entity that will need to be handled by the Community Management team.

 

What is Shown?

Conversations are shown in a 3-level threaded hierarchy (if supported by the Social Network, e.g. Threaded Facebook Comment Replies). On the Conversation view, you can see the following information:

1 .The Parent message (the original message that either originated from a Fan or Twitter user, or the Brand).

2. Any comments that were replied to the parent (or other children comments) from both the fans/twitter followers and the brand

3. The Point of Presence (POP) the post belongs to - in this example, the POP is the Acme Industries Facebook Page. 

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4. The Conversation Type (Stauts, Photo, Link, Comment, etc.) See Social Media Services (POPs) supported by VSocial Community Manager for more information on Conversation types. In this example:

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5. The status of the Conversation Post. See A Primer on Conversation Status for more details on Status.

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6. Date and time the Conversation Post was created based on the VSocial Community Manager user's browser clock.

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7. For Fans who have accessed a VSocial-enabled Social Application (such as a Facebook Application) in the past and granted the application access to their Facebook data, a button will show under the profile picture of the Fan. Rolling over this will show a quick info popup with some key stats on that user, if we have any. Clicking on the button will open the detailed profile we have on the user in another window. 

 

What Comments are Shown, and Which are Not?

By default, when viewing Conversations, the most recent reply/comment will be shown under the parent Conversation.

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If there is more than one comment in the Conversation thread, you'll see a link, like above, at the top of the comment list "Show all x comments". In this case, there are 4 total comments in this Conversation thread. 

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Clicking that will expand the entire list and show all Comments in the Thread.

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