A social expression is a post a user makes on a social media service. For example, Twitter uses “tweet,” while other services use terms like “post” or “update.” Social channel management calls these “expressions.”
Social channel management uses filters that you configure, called listeners, to find social expressions that your organization wants to interact with. When an expression matches a filter, social channel management places that expression in an ACD queue. Agents then pick up social expressions in the same way they pick up chats, emails, or phone calls.