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Keyword monitors and listening

Setting up keyword monitors to label recorded mentions, why Social Studio searches no platform for you, and where competitor tracking actually stands.

Updated

A keyword monitor labels the mentions recorded against a workspace. It is a bucket with a name, and a count of what has been filed into it.

Social Studio does not search any platform. There is no listening job, no scheduler entry, no search-API client and no outbound request anywhere in this module, and neither listening table has a column that could hold a credential or the position a poller would need. This is absent rather than switched off: no provider approval turns it on.

Matches reach a monitor through the workspace listening-matches API, called by your own integration. Recording a match is real work: it creates the match, files an item in the inbox as a mention, and creates or updates the contact in the CRM, all together.

BEFORE YOU START

  • The "create" or "edit" permission to add a monitor, and "edit" to pause or delete one. Reading needs workspace access only.
  • Access to the workspace.
  • An integration that can post matches, if you want anything to appear.

STEPS

  1. Open Listening for the workspace, or go to /app/workspaces/{workspace}/listening.
  2. Read the note at the top, which states where matches come from.
  3. Type a keyword and add the monitor.
  4. Pause a monitor you are not using, and resume it later.
  5. Delete a monitor you no longer want.
  6. Read the match count on each row. To see the matches themselves, look in the inbox, where each one was filed.

WHAT YOU SHOULD SEE

The monitor listed with its keyword, its match count and whether it is active. A new monitor shows no matches, because nothing has recorded any.

WHAT THIS WILL NOT DO

  • It will not search anything. No platform, no web, no search API.
  • It will not show you the matches on this page. The count is here; the matches are in the inbox.
  • It will not choose platforms. The monitor accepts a platform list through the API and the page never sends one.
  • It will not do any of this on your phone. The mobile screen lists monitors read only.

WORTH KNOWING

Competitor tracking is not part of listening and does not exist anywhere in this product. There is no competitor model and nothing collects a competitor's posts. It appears in the Command Centre widget library as a widget marked not built, with the reason: it would need a competitor list and a permitted source for each network, and neither exists. Trend Radar is in the same position: a signal library exists, but nothing ingests or scores it over time, so there is no series a trend could be read from, and the widget cannot be added to a layout.

IF IT DOES NOT WORK

  • "create or edit permission required." and "edit permission required." are the two refusals. Note that a Community Manager role, which carries reply and moderate, cannot create or pause a monitor.
  • "You do not have access to this workspace."
  • "Could not add the monitor.", "Could not update the monitor." and "Could not delete the monitor." are the fallbacks.
  • "No monitors yet - add a keyword to label the matches recorded against it." is the empty state.

COMMON QUESTIONS

Is there a plan that includes listening?

The plan catalogue names a listening allowance on the larger plans. That allowance describes what a listening capability would be entitled to; it does not create one, and nothing reads it today.

Where do I see what a monitor matched?

In the inbox. Every recorded match is filed there as a mention, with the platform it came from.

  • Triaging your inbox

    What the unified inbox holds, which networks its comments can actually be read from, the difference between an empty inbox and an unread one, and why empathy analysis always refuses.

  • The contacts behind your inbox

    How the social CRM builds itself from recorded inbox activity, what you can add to a contact, and the things it deliberately does not do.

  • Building your Command Centre

    Arranging the widgets on your Today page, what each panel counts, and the ten widgets that are declared and cannot be added because nothing computes them.