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Managing Social Media

PureConnect administrators can configure your corporate Facebook page to create a social media conversation anytime a visitor posts a comment. Official company posts become Facebook conversations when anyone posts a comment. Mentions on Twitter become new conversations when Genesys Social Cloud finds keyword matches. WhatsApp messages are processed in Genesys Cloud. These conversations become ACD-routed interactions. CIC routes these social media interactions just like other ACD interaction types.

Therefore, as an agent, you receive these social media interactions in My Interactions or other workgroup queue view. You use the Current Interaction view to reply to these social media interactions.

Requirements for agents: To manage Facebook and Twitter interactions, agents need the ACD Social Media user access license and must also belong to a workgroup selected when configuring a Facebook channel or Twitter Channel. The workgroup must also have an ACD queue. To manage WhatsApp direct messages, agents require an ACD WhatsApp user access license.

Requirements for administrators: Administrators need the Social Media Administrator Access right.  

Requirements for the IC server: To enable the Social Media feature for Facebook and Twitter, the IC server needs the Social Media feature license. To enable the Social Media feature for WhatsApp, the IC server needs the WhatsApp Social Media feature license.

Requirements for Genesys Cloud: Because WhatsApp messages are processed in Genesys Cloud your company needs to have a Genesys Cloud organization and be able to authenticate with Genesys Cloud. For more information, see the Genesys Cloud for PureConnect Administrator's Guide.

For more information and additional requirements, see Configure Social Media and the PureConnect Social Media Technical Reference in the PureConnect Documentation Library.

Note: Social Media interactions are available only in Interaction Connect. Social Media interactions do not appear in Interaction Desktop. PureConnect does not support secure input in Social Media Conversations or Direct Messages. Do not include credit card numbers or other sensitive information in your replies and discourage your customers from doing so.

For more information, see: