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Responding to support tweets from @FirefoxSupport
Once you’re experienced enough on #fxhelp, you can then apply to the next level of contribution in the Social Support program. A contributor on this level can get access to the Conversocial tool and could answer from our official account, @FirefoxSupport. A contributor must complete two weeks of the first level of involvement to be considered for this set of contributions. See Social Support - Contributor roles to learn more about the different roles on Social Support.
Social Support with Conversocial
If you’ve passed the two weeks incubation period on #fxhelp, you can apply to get access on Conversocial through this form. With Conversocial, a contributor would be able to reply from our official account, @FirefoxSupport. But before applying, make sure that you meet the following criteria to get access to the tool.
Criteria to get access to Social Support on Conversocial
- You have at least 2 weeks of experience contributing to Social Support using #fxhelp
- Demonstrate a good sense of support skill and respect to users
- Provide clear instructions and objective responses
- Showing interest in improving your responses and seek feedback from other team members
- Show responsibility for how you speak and how you act on social networks, even if it is your personal account
- You have signed a Non-Disclosure Agreement (NDA)
Complete Social Support guidelines
If you're interested in supporting Firefox users on social media (mainly, Twitter), please follow along these guidelines that will help explain how we do things:
- Social Support - Guidelines — An overview of how to get started on Social Support
- Social Support - Responding from personal account - Learn how you can contribute using personal Twitter account
- Social Support - Configure tools and workspace - Learn how to configure your tools and workspace
- Social Support - Responding from @FirefoxSupport - Learn how you can reply to tweets from @FirefoxSupport (You're here!)
- Social Support - How to use the tool — How to use features in Conversocial to reply to tweets
- Social Support - Contributor roles — Learn more about various roles in Social Support
- Mobile and Social Support escalation process — How to escalate a tweet in Conversocial
- Social Support - Tagging guidelines — How to use tag in Conversocial
- To see more guidelines on Social Support contribution, see these articles.