Konnect Insights Platform Help
Step 1 — Gather context
If references/learnings.md exists, read it first for accumulated platform knowledge.
Ask the user:
-
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 -
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:
- Listening setup — design keyword strategy, configure sources, set up alert thresholds
- Inbox management — set up ticket routing rules, priority tags, SLA timers
- Dashboard design — build reports for stakeholders, configure widgets
- Integration — connect to CRM, set up Zapier workflows, use API endpoints
- 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from research — review these, especially items about plan-gated features and integration gotchas that may be outdated.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.
- TikTok is now a supported channel. Konnect Insights monitors TikTok as part of its 30+ channel coverage and publishes dedicated TikTok social-listening guides (konnectinsights.com/blogs/tiktok-social-listening-a-complete-guide/, konnectinsights.com/whitepapers/understanding-social-listening-for-tiktok/). Earlier docs that said TikTok was unsupported are outdated — confirm exact TikTok data depth (mentions vs. hashtag vs. account analytics) for your use case in a demo.
- 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.
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