Brandwatch Rules allow users to define conditional statements and corresponding actions to apply to social media posts. Conditionals can be based on boolean strings or metrics and actions include assigning categories, changing sentiment, or assigning posts. Common uses include routing customer service requests to appropriate agents, overriding sentiment for specific word combinations, and identifying "white space" topics not associated with major brands.

1. Brandwatch Rules
doh@brandwatch.com

2. Rules
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IF

3. Rules
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• Anyone familiar with the smartphone app, IFTTT? (If THIS then
THAT)
• =IF formula in Microsoft Excel also has similar structure
• =IF(logical_test,value_if_true)
• Brandwatch Rules work the same way!
• You first define a conditional
• These conditional can be based on the boolean strings or some metrics (i.e. Tweets with
more than 1 retweets OR Facebook post with more than 10 likes etc)
• And then you set an ACTION ITEM for results that meet that conditional
• Action items include, assigning it to different accounts, changing sentiments, adding
tags, adding stars, marking things as spams etc..

4. Setting a conditional
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• This works like a "test" to define types of mentions you want to
apply actions to
• You can use a Boolean string or any of the filter settings or both!

5. Setting an action
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• Custom Sentiment
• Change Sentiments
• Categorization
• Add Tags: Adding tags
• Add a category: Adding Categories
• Add Star
• Workflow
• Add Assignment
• Add Priority
• Add Status
• Add Checked Status

6. Use Case 1: Customer Management
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• Heavy use of Workflow
• Using Boolean string bucket different types of mentions
• Mentions by specific device types (mobile, TV, Refrigerator)
• And then assign to specific Brandwatch users who are in charge of responding
to complaints based on device types
• Condition: (LG NEAR/1 (g2))
• Action: Add Assignment – Assign to
galaxycustomercare@samsung.com

7. Use Case 2: Custom Sentiment
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• Pharmaceutical Companies
• "I felt sick but I took Benadryl and instantly felt better"
• Because of the word "sick" Brandwatch sentiment engine might
consider that tweet to be negative
• But in this case it is POSITIVE
• How do we override this?
• Conditional: Benedryl NEAR/5 "felt better"
• Action: Set sentiment to be positive

8. Category versus Tag
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• Category has a structure/ Tags don't have any structure
• You can have a few things (which will exist as subcategories) to
be mutually exclusive when you set the subcategories to be so
• You can see what does NOT belong in categories

9. Use Case 3: White Space
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• Branded versus non-branded
• Particularly useful for brands trying to expand presence in social
• Create a category for all mentions that contain a brand name
• For example, let's say if you're a newcomer in streaming radio
• First create a query for "listening to music" or "streaming music"
• And then within the general query, create a category that
categorizes major players in the industry such as
Spotify, Pandora etc…
• Whatever that does NOT belong in this will be the "white space"
• Analyzing this area can help you find out topical areas that you
can use to associate your new brand with