Social Support - Contributor roles

Tento článok zatiaľ nikto nepreložil. Ak máte s prekladmi na SUMO skúsenosti, môžete ho teraz preložiť. Ak by ste sa chceli dozvedieť, ako sa články na SUMO prekladajú, začnite prosím tu.

In the Social Support program, we have a lot of contributors with different levels of contribution. Here are the recognized roles that we have in Social Support:

Casual Social Helper (#fxhelp)

Note: This role always uses #fxhelp in their replies. You can learn how to be a casual social helper from this article.

The characteristics of a contributor in this role are:

  • Someone who is in their first two weeks using #fxhelp in their replies.
  • Someone who is only using Tweetdeck with their own Twitter account.
  • Someone who is an advocate for Firefox and tweeting positive tweets about Mozilla and Mozilla’s Products.
  • Someone who is part of the SUMO Matrix room and actively engages in the community discussion.

Social Support Apprentice (Conversocial)

Note: This role is for those who got Social Support Apprentice access on Conversocial and use their own signature in their replies. You can learn how to be a Social Support contributor and how to get access to Conversocial by reading this article: Social Support - How to use the tool.

The characteristics of a contributor in this role are:

  • Someone that has been vouched for and/or added to the NDA email list of social supporters.
  • Someone that has been invited by a CM to the Conversocial tool and has been trained on how to use the tool, how to escalate, and how to tag and triage in the tool.
  • Someone who just joined the program for less than 2 weeks.


Someone on this role would be able to:

  • Set their own signature in Conversocial.
  • Reply from the official @FirefoxSupport account from an automated queue.
  • Get approval for 75% of their replies from an admin or Social Support Wrangler before their answer get published.
  • Mark a sentiment, put tags, leave Internal Notes, set a reminder, like a conversation.
  • Assign a conversation to themselves
  • Assign a conversation to another queue


Someone on this role would be expected to do these tasks:

  • Reply to a conversation from @FirefoxSupport account.
  • Apply appropriate tags to a conversation whenever possible.
  • Correct tags whenever possible.
  • Mark a correct sentiment to a conversation.
  • Apply user tags whenever possible.
  • Escalate a conversation if necessary.
  • Close conversations older than 4 weeks old.

Social Support Contributor (Conversocial)

Note: This role is for those who got Social Support Contributor access on Conversocial and use their own signature in their replies. You can learn how to be a Social Support contributor and how to get access to Conversocial by reading this article: Social Support - How to use the tool.

The characteristics of a contributor in this role are:

  • Someone that has been vouched for and/or added to the NDA email list of social supporters.
  • Someone that has been invited by a CM to the Conversocial tool and has been trained on how to use the tool, how to escalate, and how to tag and triage in the tool.
  • Someone who has demonstrated a level of professionalism and knowledge of the Mozilla Products that matches the tone and goals of the Mozilla brand.


Someone on this role would be able to:

  • Set their own signature in Conversocial.
  • Reply from the official @FirefoxSupport account.
  • Skip conversation from a certain queue.
  • Mark a sentiment, put tags, leave Internal Notes, set a reminder, like a conversation.
  • Assign a conversation to themselves
  • Assign a conversation to another queue


Someone on this role would be expected to do these tasks:

  • Reply to a conversation from @FirefoxSupport account.
  • Apply appropriate tags to a conversation whenever possible.
  • Correct tags whenever possible.
  • Mark a correct sentiment to a conversation.
  • Apply user tags whenever possible.
  • Escalate a conversation if necessary.
  • Close conversations older than 4 weeks old.

Social Support Wrangler (Conversocial)

Note: This role is for those who have more advanced permission on the tool. Think about them as a moderator. If you’re a Social Support Contributor who has demonstrated a great sense of responsibility and professionalism and wanted to be Social Support Wrangler, please ping the CMs.

The characteristics of a contributor in this role are:

  • Someone that has been vouched for and/or added to the NDA email list of social supporters.
  • Someone that has been invited by a CM to the Conversocial tool and has been trained on how to use the tool, how to escalate, and how to tag and triage in the tool.
  • Someone who has demonstrated a level of professionalism and knowledge of the Mozilla Products that matches the tone and goals of the Mozilla brand.
  • Someone who has been contributing as a Social Support Contributor for a while and demonstrates a great sense of responsibility and professionalism.


Someone on this role would be able to:

  • Set their own signature in Conversocial.
  • Reply from the official @FirefoxSupport account.
  • Mark a sentiment, put tags, leave Internal Notes, set a reminder, like a conversation.
  • Assign a conversation to another user or another queue (including the *Default queue).
  • Manage clipboard (clippings).
  • See the Dashboard area where you can find Conversocial analytics information (channel performance, active users, word clouds, etc).
(*) See Queue section in this article: Social Support - How to use the tool


Someone on this role would be expected to do these tasks:

  • Reporting any bad behavior of a contributor using #fxhelp or of a Social Support Contributor.
  • Paying attention to the escalate queue (Mozilla - Escalate), investigate the case further, and reply to it with resolution options.
  • Move conversations to the correct queue. To see a full list of queues, please see here.
  • Suggest new tags on Conversocial. To see a full guideline about Conversocial tagging, please see this article: Social Support - Tagging guidelines.
  • Suggest new common respond/new clipping.
  • Together with the Community Managers, evaluating requests to be a Social Support Wrangler. At least one Social Support Wrangler contributor should be part of the decision.
  • Suggest changes in the Social Support guidelines.

Complete Social Support guidelines

If you're super interested in supporting Firefox users on social media (mainly, Twitter), please follow along these guidelines that will help explain how we do things:

Pomohol vám tento článok?

Čakajte prosím...

Títo dobrí ľudia pomohli napísať tento článok:

Illustration of hands

Zapojte sa

Rozvíjajte sa a zdieľajte svoje odborné znalosti s ostatnými. Odpovedzte na otázky a vylepšite našu vedomostnú základňu.

Ďalšie informácie