Social Marketing Cloud
Commerce Cloud
Service Cloud
VoC: New Alert feature to easily gain real-time insights into a crisis
Bot: New public monitoring and engagement functionality across major social media platforms
Social Marketing Cloud
Historical Listening data for more social platforms
Up to 365 days of historical functionality is now available for Twitter, Facebook, Instagram, and YouTube to help you better compare:
Before-and-after scenarios: Analyze specific keywords, hashtags, and more to compare previous events.
Current and past trends: A longer window into the past can help highlight hidden trends and ways to take action.
Crisis management: Get a deeper understanding of how and when a specific social event started.
Brand awareness: Understand how brand sentiment changed over time, along with any trends and triggers.
Enhanced preview of Listening queries
With the historical data release above, the Emplifi Product team enhanced the Mention’s preview panel when setting up a new query. Now, it will pull in expected preview results from all platforms selected to give you a better idea of the optimization needed and the impact on Mention’s spending.
Centrally-defined custom metrics
Define your own special metrics to reflect internal business goals and view them side-by-side with native metrics. Custom metrics work across Dashboard and Content Hub, making it easy to add to your automatic, custom reporting.
Comment scheduling on Facebook
Own the first comment on your next Facebook post with comment scheduling in Emplifi Publisher. Schedule the first comment to include hashtags and extra links, or to kick start a conversation about your post. You can schedule up to 15 comments to publish at the same time as your main post.
New flexible widget: Sentiment of comments
This widget provides you with additional filtering to help you sort by content label, set up custom breakdowns, and analyze LinkedIn comments.
Publish TikTok videos from Emplifi Publisher
Streamline the collaboration of your TikTok videos across teams and stakeholders in one place, while providing brand protection with customizable governance tools.
TikTok for Business integration with Emplifi Community and Social Care
This integration brings engagement from your videos into your Unified Inbox. You can connect and reply to owned comments from one place and integrate custom messages for a cohesive response process across all your social platforms.
Commerce Cloud
Dynamic message for new mobile CTA
You can now display custom CTA messages on different pages and categories. For example, you can have a CTA message that will only show in the Gaming category, and a different message in the Home Appliances category.
Early access: New features now in beta
The following is now functional within the Facebook and Instagram in-app browser (mobile and tablet):
Roundel will be visible
Auto-call and direct call URLs
Watch ShopStream events
Make calls from in-app browsers on the iOS social app (the Android social app will direct the customer to open the page in their default browser to start a call).
Android and iOS app updates
We’ve updated the following across our Android and iOS apps:
Virtual background improvements for thermal handling
Active speaker functionality added
Updated "no video" feature
We’ve also made improvements to the Bluetooth integration in Android. While for iOS, we've improved the in-call chat functionality and the in-call browser experience on iPhone X and newer models.
Live Advisor updates for Windows users
Early access for Appointments capability: The ability for appointments to be on and taken from the Windows application
Early access for "Add to Basket": This feature is now available for the Windows application. Like on the iOS and Android apps, advisors can search for the desired product and push it to the customer's screen with an option to "add to basket."
Early access for "Two-way Video": Two-way video can now be enabled for customers using the Windows application.
ShopStream updates
Audio Visualiser now shows the incoming audio, helping users ensure their microphones are working properly.
Microphone Selector users can now select their audio input, whether it's a new microphone that has been plugged in, or an existing one. This feature allows for dynamic switching of microphones and the ability to change audio sources while still live within the broadcast.
Users can now copy an existing ShopStream event when creating a new one, allowing for these events to be created much quicker.
Portal update: Anonymize (soft delete) a user or live advisor
A "Delete Live Advisor" option is now available on the Portal (available only to External Admin and External Group Admin). This anonymizes the PII data for the Clerk in all of the tables without actually deleting the data.
Service Cloud
VoC: New Alert feature to easily gain real-time insights into a crisis
Alerts can now be set up based on predefined thresholds, removing the manual process VoC analysts currently have to do. With this new feature, users can now respond to a crisis in real-time, allowing them to focus more of their efforts on investigating emerging trends. Users can set up these alerts in the same place they see recommendations in the new customer decision support portal.
With Alerts, users can send custom notifications to any email address, including emails with other domains, recipients not using the Emplifi VoC solution, as well as group distribution lists (e.g., datainsights@mycompany.com).
Bot: New public monitoring and engagement functionality across major social media platforms
Bot users can now monitor and respond to public comments, as well as posts made on their brand’s Twitter, Instagram, and Facebook pages. Administrators can now use a variety of methods — such as content rules and external requests — to define when a Bot conversation involving a specific piece of public data is initiated.
Such conversations occur in the same space where the engagement originated. For instance, if the original content is a user’s post on your brand’s Facebook page, replies made via Bot will appear as replies to that post. These capabilities further enhance the integration between Emplifi and the most popular social media platforms.
