sales-konnectinsights

What this skill does

# Konnect Insights Platform Help

## Step 1 — Gather context

If `references/learnings.md` exists, read it first for accumulated platform knowledge.

Ask the user:

1. **What do you need help with?**
   - A) Setting up social listening (keywords, sources, alerts)
   - B) Configuring the unified inbox and ticket routing
   - C) Social analytics and dashboards
   - D) Social publishing and scheduling
   - E) Crisis detection and alerts
   - F) API or Zapier integration
   - G) CRM connection (Salesforce, HubSpot, Zoho)
   - H) Something else — describe it

2. **Which plan are you on?**
   - A) Getting Started ($29/user/mo)
   - B) Startup / Standard ($99+/mo)
   - C) Standard Plus or Custom/Enterprise
   - D) Trial
   - E) Not sure

**If the user's request already provides most of this context, skip directly to Step 2.** Lead with your best-effort answer using reasonable assumptions (stated explicitly), then ask only the most critical 1-2 clarifying questions at the end.

## Step 2 — Route or answer directly

If the request maps to a broader strategy:
- Social listening strategy or tool comparison → `/sales-social-listening [question]`
- Social media publishing strategy → `/sales-social-media-management [question]`
- CRM selection or comparison → `/sales-crm-selection [question]`
- Help desk strategy → `/sales-helpdesk-selection [question]`

Otherwise, answer directly from the platform reference below.

## Step 3 — Konnect Insights platform reference

**Read `references/platform-guide.md`** for the full platform reference — capabilities, pricing, data model, integration recipes, code examples.

Answer the user's question using only the relevant section. Don't dump the full reference.

## Step 4 — Actionable guidance

Based on the user's specific question:

1. **Listening setup** — design keyword strategy, configure sources, set up alert thresholds
2. **Inbox management** — set up ticket routing rules, priority tags, SLA timers
3. **Dashboard design** — build reports for stakeholders, configure widgets
4. **Integration** — connect to CRM, set up Zapier workflows, use API endpoints
5. **Crisis plan** — configure real-time alerts, design escalation workflow

If you discover a gotcha, workaround, or tip not covered in `references/learnings.md`, append it there.

## Gotchas

*Best-effort from research — review these, especially items about plan-gated features and integration gotchas that may be outdated.*

- **Zapier requires the "All-in-one" plan.** If you're on Getting Started or Startup, Zapier integration won't work — you need to upgrade or use native integrations instead.
- **No TikTok monitoring.** Konnect Insights does not currently capture TikTok activity. If TikTok is important, supplement with another tool.
- **Advanced workflow setup takes time.** Configuring custom dashboards and automation rules for specific client reporting formats requires initial investment — start with pre-built templates.
- **Support response times can be slow.** Implementation requests and feedback may take longer than expected. Plan for self-service configuration where possible.
- **API docs are partially JS-rendered.** The developer portal at developer.konnectinsights.com may not show all endpoints without JavaScript. Use Zapier triggers as an alternative integration path.
- **Pricing is volume-based.** Costs scale with mention volume and social profiles — monitor usage to avoid surprise charges.

## Related skills

- `/sales-social-listening` — Social listening strategy — tool comparison, monitoring setup, Boolean queries, sentiment, crisis detection
- `/sales-social-media-management` — Social media management strategy — publishing, scheduling, engagement
- `/sales-helpdesk-selection` — Help desk comparison and selection
- `/sales-crm-selection` — CRM comparison and selection
- `/sales-do` — Not sure which skill to use? The router matches any sales objective to the right skill. Install: `npx skills add sales-skills/sales --skill sales-do`

## Examples

### Example 1: Set up competitive monitoring
**User says**: "I want to track my brand and two competitors across social channels in Konnect Insights"
**Skill does**:
1. Reads platform-guide.md for listening setup details
2. Designs keyword groups for brand + competitors (including name variations)
3. Configures topic clusters for each brand
4. Sets up a Share of Voice comparison dashboard
**Result**: Competitive monitoring ready with grouped topics and comparison dashboard

### Example 2: Connect Konnect Insights to Salesforce
**User says**: "How do I sync social mentions from Konnect Insights into Salesforce as cases?"
**Skill does**:
1. Reads platform-guide.md for integration patterns
2. Explains the native Salesforce AppExchange integration
3. Shows Zapier alternative: trigger on "Get Messages by Topic" → create Salesforce Case
4. Notes that Zapier requires All-in-one plan
**Result**: Two integration paths with code and configuration steps

### Example 3: Crisis alerts aren't working
**User says**: "I set up crisis detection but I'm not getting alerts when negative mentions spike"
**Skill does**:
1. Checks alert configuration — threshold settings, delivery channel (email/Slack)
2. Verifies keyword query includes crisis terms combined with brand
3. Checks if mention volume is high enough to trigger threshold alerts
4. Suggests testing with lower thresholds then adjusting up
**Result**: Alert configuration fixed with proper thresholds and delivery

## Troubleshooting

### Zapier triggers not firing
**Symptom**: Konnect Insights Zap is set up but no data flows
**Cause**: Wrong plan (need All-in-one), or incorrect Group ID / Topic ID in trigger config
**Solution**: Verify you're on the All-in-one plan. Check that Group ID and Topic ID fields match your actual Konnect Insights groups (find IDs in the platform's URL bar or via the "Get Groups" / "Get Topics" triggers). Test with a simple "Get Groups" trigger first to confirm authentication works.

### Dashboard metrics don't match expectations
**Symptom**: Numbers in analytics dashboards don't align with what you see in the inbox
**Cause**: Dashboard date range filters, source filters, or topic filters don't match inbox view
**Solution**: Reset all filters to the same date range and sources. Check if the dashboard aggregates across all topics while the inbox shows a single topic. Verify that sentiment tags haven't been manually overridden on specific tickets.

### Unified inbox is overwhelming
**Symptom**: Too many tickets across 30+ channels, team can't keep up
**Cause**: No routing rules, no priority system, all channels dumping into one queue
**Solution**: Set up cluster-based routing — assign topics to specific team members. Create priority rules (crisis keywords → P1, complaints → P2, general → P3). Use auto-assignment to distribute load. Start with fewer channels and expand as capacity allows.