1. Industry Benchmarking in Social Analytics
The Industry Benchmarking feature in the Social Analytics module enables brands to assess their social media performance by comparing key metrics against industry standards. This feature provides insights into follower growth rate, engagement rate, and posting frequency, helping brands understand their standing in the industry and identify areas for improvement.
Users can analyze data based on a specific date range and their own country from where the brand belongs, ensuring relevant and actionable comparisons. By leveraging these insights, brands can refine their social media strategies, optimize engagement, and enhance their online presence to stay competitive.
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2 . Bring Your Own Channel - (BYOC)
The Bring Your Own Channel (BYOC) feature in Konnect Insights now allows seamless integration of third-party messaging and ticketing services into the platform. With this enhancement, businesses can also connect their preferred communication channels—such as WhatsApp, email, SMS, or proprietary APIs—directly to Konnect Insights. This ensures a unified customer engagement experience by centralizing interactions, automating ticket management, and enabling efficient response tracking. The BYOC framework supports secure API-based connections, ensuring reliability, scalability, and compliance with platform-specific protocols.
For example, a customer support team using a custom-built messaging platform can now integrate it with Konnect Insights via the BYOC API. This enables agents to receive and respond to messages within the Konnect Insights dashboard while maintaining existing workflows and data visibility across channels.
Navigation: Monitor → Settings → Omni-Channel Setup → Add Profile → BYOC
3. Discord in Konnect Insights
Discord is a communication platform designed for text messaging and media sharing. It is available in Konnect Insights, allowing brands to track and analyze conversations happening in Discord servers.
How to Add a Discord Profile to Konnect Insights
To add Discord to Konnect Insights, the brand must have a Discord Developer Account to create a Bot Token. Below are the steps to add a Discord Profile in Konnect Insights:
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Go to :
Click on Discord (Connect)
Configure the Discord Profile by providing :-
- Bot Token
- Select Discord Server
- Choose Channels to Monitor
Once the profile is added, Konnect Insights will start capturing messages from the selected Discord channels and threads for monitoring and analysis.
What Konnect Insights Captures from Discord:
1. Channel Messages – Conversations happening in text channels.
2.Thread Messages – Focused discussions branching off from channel messages.
Please note – Messages are captured with a delay of 5 to 10 minutes.
Understanding Discord’s Structure
- Servers: Virtual spaces where communities communicate.
- Channels: Dedicated sections for discussions within a server.
- Threads: Separate conversations branching from a main text channel message to keep discussions focused and organized.
What Actions Can Be Taken on Discord?
- Lock Thread – Locks or unlocks the thread on the native platform, preventing or allowing further replies.
- Close Thread – Closes or reopens the thread on the native platform.
Enabling Thread reply section – In Discord, a thread is a way to have a smaller conversation within a larger channel. It’s like a mini-chat room that branches off from the main conversation. Threads help keep related messages organized and make it easier to discuss specific topics without cluttering the main channel. Anyone can start a thread by clicking on a message and selecting “Create Thread.” This feature is useful for keeping discussions focused and tidy.
4. Discourse in Konnect Insights
Discourse is an open-source forum and knowledge-sharing platform for online communities, offering discussions, moderation tools, and integrations
What Konnect Insights Captures from Discourse
- Discourse Topics/Title – Conversations happening in the community.
- Discourse Replies – The text reply to the topic shared in the community.
Please note – Messages are captured with a delay of 30 minutes.
How to take API Key from Discourse
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Go to :
Enter a description, set User Level to All Users, choose Scope as Global, and click Save.
Once it’s saved an alphanumeric API key is generated and copy the API Key.
To Add a Discourse Profile in Konnect Insights
- Go to:
- Click on Discourse (Connect)
- Configure the Discourse Profile by providing:
- Discourse domain link
- Discourse API Key
- User name (Should have admin access)
Once the profile is added, Konnect Insights will start capturing conversations and replies in the selected discourse community.
5. User Group - Time Zone
Konnect Insights now allows the creation of User Groups based on Time Zones, enabling brands to manage ticket assignments more efficiently across different regions.
For brands with teams operating in multiple time zones, this feature ensures that each user group is assigned to its respective time zone within the Account Settings. As a result, tickets are automatically distributed based on the assigned time zone, enhancing workflow efficiency and response management.
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6. Webhooks
Webhooks enable real-time data transfer between applications by automatically triggering data transmission when a specific event occurs. This allows brands to retrieve data instantly without manual intervention. If the webhook’s API endpoint is unresponsive, the system will attempt to resend the request up to 10 times. After 10 failed attempts, the webhook will be automatically deactivated.
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7. External API’s
With this new feature in Konnect Insights, users can now seamlessly integrate and configure external APIs to either fetch (GET) or send (POST) data without any manual effort. This eliminates the need for agents to switch between multiple systems, improving response time and efficiency.
How It Works
Users can map an external API under either ‘User Contact’ or ‘Ticket’, depending on their requirement. This allows them to automatically retrieve relevant information from an external system directly within Konnect Insights.
Example: Imagine a customer service agent handling an inquiry about an online order. The customer provides an Order ID, but additional details (e.g., shipping status, payment confirmation, or expected delivery date) are stored in an external system. Instead of logging into another platform to fetch this information, the agent can configure the API in Konnect Insights. With just a click, the system will fetch the order details instantly, enabling the agent to provide a faster and more informed response to the customer—all within a single interface.
This enhancement ensures a one-stop solution for agents, reducing manual effort, improving response accuracy, and enhancing overall customer satisfaction.
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8. Quick Action for Bulk Ticket Management (reply/close)
The new Quick Action feature in the Admin section enables administrators to define customizable rules for bulk ticket actions. These actions include bulk replying, bulk closing, and bulk classifying. You can also assign, followup and WIP to the tickets using quick actions. Additionally, you can configure and auto-tag extra information fields as needed.
When resolving tickets, navigate to
The system will then execute the predefined actions automatically, streamlining the ticket resolution process based on the configured rules.
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9. Quality Assessment- AI Summary
The AI Summary in Quality Assessment provides a concise overview of agent-customer interactions. It helps assessors evaluate agent performance without reviewing the entire conversation. This saves time and ensures a more efficient assessment process. By leveraging AI-generated summaries, assessors can focus on key details and overall service quality. This enhances accuracy and streamlines the evaluation workflow.
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10. Now Disable Comments on Posts in the Publish Module
Brands using Konnect Insights can now disable comments on their posts directly from the Publish Module, simplifying interaction management and improving control over brand conversations. This functionality helps brands prevent unwanted discussions, reduce moderation efforts, and maintain a focused engagement strategy.
Platform-Specific Behavior:
- Instagram: This option appears as “Turn off commenting”
- LinkedIn: This option appears as “Disable comment”
Note : Available for Instagram and LinkedIn
This update ensures a seamless content publishing experience while offering greater flexibility in managing audience interactions.
Navigation to Disable Comments: Publish → Compose a New Post → Add Content → Select Your Preferred Social Media Platform → Toggle the Option to Disable Comments
11. Feed Targeting Feature in the Publish Module
The Feed Targeting feature in Konnect Insights enables brands to tailor their content distribution by targeting specific audience segments when publishing posts on supported social platforms. This feature helps brands enhance engagement by ensuring content reaches the most relevant audience.
Supported Platforms
- LinkedIn
Facebook Feed Targeting Options:
- When publishing posts on Facebook, brands can refine their audience based on:
- Age – Target users within a specified age range.
- Location – Reach users based on the locations mentioned in their profile.
- Languages – Deliver content to users based on their preferred language settings.
LinkedIn Feed Targeting Options:
- For LinkedIn posts, brands can target their audience using the following criteria:
- Seniority – Filter users based on their professional seniority levels.
- Company Size – Target professionals based on the size of their organization.
- Industries – Reach users within specific industry sectors (Note: A minimum of 300 followers is required to use this option).
- Function – Target users based on their job function.
- Languages – Customize content distribution based on language preferences.
- Search Location – Target professionals in specific geographic regions.
- Degree (Education) – Filter audiences based on their academic degrees.
- Field of Study – Target users based on their educational background.
By leveraging the Feed Targeting feature, brands can optimize their social media strategy, ensuring that their content reaches the most relevant audience for improved engagement and impact.
Navigation: Publish → Compose a New Post → Select Facebook/Linkedin Profile → Click on the ‘Globe’ icon→ Add feed targeting
12. Post Activity Tracking
All actions related to post publishing are tracked in Konnect Insights. When you click on any scheduled post, you will find an option called “Post Activity” to view the activity history. This feature helps brands monitor post actions efficiently.
Navigation: Publish →All posts → Click on Scheduled post → Post Activity
13. Video Captions on LinkedIn
Users can now add captions to videos on LinkedIn, enhancing accessibility and engagement by uploading captions in SRT (SubRip Subtitle) format.
Navigation: Publish → Compose a New Post → Select Linkedin Profile → Select upload video→ click on Three dots on the video → Select ’Add Caption’ → Upload your SRT file
14. Copyright Verification: Instagram and Facebook
Brands can now verify the copyright of their reels before publishing on Instagram and Facebook through Konnect Insights.
Navigation: Publish Module → Compose New Post → Add Content → Select Instagram/Facebook → Upload the reel → Enable “Send as Reel” → Click on three dots → Check Copyright
15. Platform wise attachment option
Brands can now create similar posts for multiple social profiles while customizing attachments for each platform. Since image size requirements and content may differ, you can upload different image versions as needed. Captions and bios can remain consistent across all posts, while images can be adjusted per platform.
Additionally, LinkedIn allows document uploads as posts through the platform-specific attachment option. These updates streamline content customization for each platform while enabling efficient management from a single interface.
Navigation: Publish →Compose New post → Select the platform→ Upload the Content by clicking on Camera icon.
16. SLA Priority - Highest First
A Service Level Agreement (SLA) is a formal commitment by a brand or organization to uphold specific performance standards for handling customer inquiries and complaints across social media and online platforms. It outlines expected response and resolution times to ensure prompt and efficient customer support, fostering satisfaction and maintaining a strong brand reputation.
For example, if a ticket is nearing its 1-hour SLA for the first reply, it moves to the top of the queued tickets. This helps agents prioritize urgent tickets, ensuring SLA compliance and faster responses.
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17. Queue Reset
When an agent is working on queued tickets and changes their status from active to any other status, they will be given an option to Reset My Queue below the status selection. Please note this feature works in alignment with the ticket settings, where the queue reset time is predefined in minutes.
For example, if an agent is actively working on queued tickets and changes their status from Active to Lunch Break, a checkbox labeled Reset My Queue will appear below. If the agent selects this option, their queue will be reset within the time specified under
The Reset Queue option is available for all status changes except when the agent remains in Active status. This ensures smooth ticket reassignment and prevents delays in ticket resolution while maintaining workflow efficiency.
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18. Auto escalate Via Email
Auto Escalate via Email allows you to automate the ticket escalation process, where you can define the escalation rules and specify the email addresses to which the ticket should be escalated.
Once a ticket is manually escalated, and no action is taken within the defined timeframe, the Auto Escalation feature will automatically escalate the ticket based on the configured rules.
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19. Classification-Hide Option
Classifications in Konnect Insights allow brands to categorize tickets and mentions based on predefined criteria. This helps users analyze social media content by grouping similar items. Once a classification is created, an ‘eye icon’ appears next to the parent classification. Clicking it hides the parent, child, and sub-child classifications from agents in the queue without affecting data or reports.
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20. Enhancements to Automation: Set Rules & Set Actions
New Addition in “Set Rules” Section
A new field, “Additional Info”, has been introduced in the Set Rules section of Automation. This field allows users to input supplementary data points, enhancing the automation’s ability to capture and process more relevant contextual information.
Enhancements in “Set Actions” Section
The Set Actions section of Automation has been upgraded with additional functionalities to improve data classification and ticket management. The following new actions are now available:
- Severity Levels – Define severity for tickets based on priority. High-priority tickets can be flagged, ensuring immediate action is taken.
- Custom Info Fields – Introduce additional fields that enable users to input more relevant and structured data, making automation more flexible and adaptable.
- Inline Image Support for Email – Allows embedding of images directly within the automation actions, improving visual representation and enhancing contextual clarity. You can add an image on the draft message template.
These enhancements provide greater control over automation workflows, ensuring improved data organization, ticket prioritization, and response efficiency.
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Set Rules:
Set Actions:
21. Instagram Summary
We have enhanced the Instagram Analytics section under Social Analytics by introducing two new key performance metrics: Accounts Engaged and Content Interactions. These metrics are now available in the Instagram Summary chart to provide deeper insights into audience engagement and content performance.
A) Accounts engaged
Accounts Engaged is a key metric in Instagram’s summary analytics that represents the total number of accounts that have interacted with your brand. This includes engagement with both organic content and ads across posts, stories, reels, videos, and live broadcasts. Interactions may involve actions such as likes, saves, comments, shares, and replies.
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B) Content Interactions
Content Interactions refer to the total number of engagements across various types of Instagram content, including posts, stories, reels, videos, and live videos. This metric encompasses all forms of user interactions, such as likes, comments, shares, saves, replies, and sticker taps. It also includes engagement on boosted content, ensuring that both organic and paid interactions are accounted for. By tracking content interactions, brands and creators can gauge audience engagement levels, identify which content formats resonate most, and refine their social media strategy accordingly.
Navigation: Social Analytics → Analytics → Instagram → Select Profile → Instagram Summary → Content Interactions
22. Additional info Field Sentiment scale out of 100%
The Additional Info Field Sentiment Scale chart provides a visual representation of the overall sentiment derived from the Additional Info section. Displayed as a bar graph, it categorizes sentiment into positive, negative, and neutral, showing the total count for each within the selected date range.
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23. Alerts - Telegram and Slack
Konnect Insights now supports sending alerts via Telegram and Slack.
Setting Up Alerts on Telegram
- A) Telegram Group Setup:
- Create a Telegram Group
- Set Up a Bot
- Open Telegram and search for “BotFather”
- Click on “New Bot” and follow the steps
- Copy and save the HTTP API Token provided
- Add the Bot to the Group
- Add the newly created bot to the Telegram group
- Grant the bot admin access
- Get the Group ID
- Open the Telegram group and copy the Group ID from the URL
- Save it for later configuration
- B) Configure Telegram Alerts in Konnect Insights:
- Go to Konnect Insights → Omnichannel → Add Profile → Select Telegram
- Paste the copied Group ID and submit
- C) Setting Alerts on Telegram:
- Navigate to
- Fill in the necessary details
- Choose Telegram as the alert channel
- Select the alert from the bot name dropdown
- Paste the Group ID and submit
Please note that Telegram alerts are not in real-time; the minimum alert time interval is 10 minutes.
Setting Up Alerts on Slack
A) Configure Slack in Konnect Insights:
Navigation:
Go to
- Search for Slack and click on Connect
- Paste the copied URL and submit
B) Setting Alerts on Slack:
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Go to
- Fill in the required fields
- Choose Slack as the alert channel
- Select the alert from either Slack Group or Slack Users
This new integration ensures that users receive important alerts on their preferred messaging platforms, enabling faster response times and improved monitoring.
Please note – When creating an alert, users can choose to receive notifications on either Telegram or Slack, but only one platform can be selected at a time.
We hope these updates add significant value to your daily operations.If you have any questions or need assistance with these new features, our support team is always here to help, reach out to us at support@konnectinsights.com.
