Workflow for Social (Facebook and Twitter) | Zoho CRM Help

Workflow for Social (Facebook and Twitter)

Workflows allow you to set up an action-reaction system in your business, that continues to take place as long as the condition is true. For example, if a customer replies to a particular email, workflow rules automatically send an acknowledgement email or creates a task to call the customer.
Similarly, workflows can be used to automate actions and follow-ups that are required based on interactions on social handles like Facebook and Twitter. For instance you can:
  1. Create a task for the sales rep to contact prospects who retweet your tweets.
  2. Send an email acknowledgement along with product order form if the customer sends a direct message requesting for the product.
  3. Update the lead status as "interested" if someone likes your post or retweet. 
  4. Reply to a comment or post a comment when someone writes or comments on your post.

Configuring workflow for Social

You can configure workflows for leads, accounts or contacts who respond to your Facebook and Twitter handles. Facebook and Twitter are displayed under modules when you start creating a new rule.

To configure a workflow follow the below steps:

Part I: Rule Execution

Define the condition when the rule should be executed. Below are the list of conditions that you can choose for Facebook and Twitter.

Facebook: The rule can be executed when someone
  1. Writes a post
  2. Comments on a post
  3. Likes a post
  4. Sends a direct message
Twitter: The rule can be executed when someone
  1. Mentions your twitter handle
  2. Retweets a tweet
  3. Replies to a tweet
  4. Sends a direct message

Part II: Specify Condition

Choose a criteria to specify which records the rule applies to.
For example, you can select if a rule should apply to a lead or a contact or an account. Similarly you can choose if the rule applies to a particular post, tweet, Facebook page, Twitter handle or on a comment (keywords like "product name", "subscription plan" etc.).

Use case: Let's consider a subscriber who posts on your Facebook page about an unsuccessful renewal needs immediate attention because the subscription is about to expire. You can set a workflow that automatically posts a comment stating that an agent will contact him within 24 hours.

You can specify the conditions:
  1. Based on module (Leads/Contacts/Accounts): You can set the rule such that it applies to:
    1. All the leads/accounts/contacts or
    2. Specific leads/contacts/accounts only.
  2. Based on fields from Facebook or Twitter: You can set the rule such that it applies to:
    1. All or any Facebook page or post
    2. Particular page or post that contains certain keywords
    3. All or any Twitter handle or comment
    4. Particular handle or comment that contains certain keywords

Part III. Specify the instant action

Specify the instant action that should be triggered when the condition is met. You can choose the following instant actions:
Points to consider
  1. Only instant actions can be selected, schedule actions are not available.
  2. For Twitter only field update, email notification, task, and webhooks only.
  3. Rule can be configured only for Leads, Accounts, and Contacts.
  1. Post a comment (when someone writes a post)
  2. React to post (when someone writes a post)
  3. Reply to comment (when someone comments on a post)
  4. Like comment (when someone comments on a post)
  5. Reply to message - (when someone sends direct message).
  6. Field update
  7. Email notification
  8. Task
  9. Webhook
To configure workflow rule for Facebook and Twitter
  1. Go to Setup > Automation > Workflow Rules.
  2. Click Create Rule.
  3. In the Create New Rule page, do the following:
    1. Select Facebook or Twitter from the Module drop-down list.
    2. Enter the Rule Name and Description.
  4. Click Next.
  5. Under When do you want to execute this rule? select one of the options.
  6. Click Next.
  7. In Condition do the following:
    1. Would you like to set conditions for post fields? click Yes or No.
      If you choose Yes, specify the Facebook post or page OR Twitter handle or tweet.
      Example, Facebook page is Zylker Inc., post contains commercial property OR Twitter handle contains Zylker properties and tweet is zylkercommercials. You can mention any keyword
    2. Under Apply this rule, select Leads, Accounts or Contacts from the drop-down list.
    3. Which [Module] would you like to apply this rule to? specify the condition, if any.
    4. Click Done.
  8. Choose an Instant Action from the available list.
  9. Click Save.

    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now

            Get started with Zoho Sign

            in a few quick steps!

            Download Help Guide

                      Still can't find what you're looking for?

                      Write to us:



                          Zoho Marketing Automation

                            Zoho Sheet Resources


                                Zoho Forms Resources

                                  Secure your business
                                  communication with Zoho Mail

                                  Mail on the move with
                                  Zoho Mail mobile application

                                    Stay on top of your schedule
                                    at all times

                                    Carry your calendar with you
                                    Anytime, anywhere

                                          Zoho Sign Resources

                                            Sign, Paperless!

                                            Sign and send business documents on the go!

                                            Get Started Now

                                                Zoho SalesIQ Resources

                                                    Zoho TeamInbox Resources

                                                            Zoho DataPrep Resources

                                                              Zoho DataPrep Demo

                                                              Get a personalized demo or POC

                                                              REGISTER NOW

                                                                Design. Discuss. Deliver.

                                                                Create visually engaging stories with Zoho Show.

                                                                Get Started Now

                                                                                      • Related Articles

                                                                                      • Working with the Social Tab

                                                                                        Integrating your CRM account with Social media, fosters communication with customers through social media that ensures real time data exchanges. While social media platforms offer you the opportunity to connect with several people, you need a CRM to ...
                                                                                      • Social Profiles

                                                                                        Social media integration with Zoho CRM gives the sales context to your interaction with customers. Following are the two ways in which you can make use of Social CRM. Personal social media interaction via social profile integration (detailed below). ...
                                                                                      • Social CRM - An Overview

                                                                                        Before you actually start selling, the first important rule of sales is to get to know your prospects well: what interests them, what kind of service they are looking for, etc. Today, one of the best ways to understand this is by following and ...
                                                                                      • FAQs on Social

                                                                                        1. Why am I unable to view the Social tab? It may be so because your administrator has not granted the Module level permission for your profile. Request your administrator to do the following: Click Setup > Users & Permissions > Profiles Click the ...
                                                                                      • Setting up Social Tab

                                                                                        In order for you to start using Social tab, your Zoho CRM account must be configured with any or all of your organization's Facebook Pages or your Twitter handles. The configuration can be performed only by a user with Social Administrator ...
                                                                                      Wherever you are is as good as
                                                                                      your workplace



                                                                                        Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.


                                                                                        Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.


                                                                                        Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.

                                                                                        CRM Tips

                                                                                        Make the most of Zoho CRM with these useful tips.

                                                                                          Zoho Show Resources