Set up Facebook and Twitter

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This topic is part of the manual Digital Channels Administrator's Guide for version Current of Digital Channels.

Learn how to integrate Facebook and Twitter into Agent Desktop.

Genesys Social Engagement enables you to receive and send messages, posts, comments, likes, tweets, and retweets on the world’s top two social engagement platforms, Facebook and Twitter.

After you complete the steps on this page, you can treat social media communications like any other Genesys interaction. For example, you can route tweets with keywords to the best-skilled agent using a Designer application. Reporting is also available through Genesys CX Insights.

Configure channels in Genesys Hub

Set up connections to Facebook and Twitter in Genesys Hub.

Enable Digital Shared Services

Enable service channels in Agent setup to connect to the channels you created in Genesys Hub. Later when you create a Designer application to route social media interactions, it will pull the data from these channels.

  • Contact your Genesys representative to create service channels.

Configure Agent Desktop

Go through the normal process to configure any necessary desktop options for the agents in your contact center, in particular for Facebook and Twitter.

Create a Designer application

Create a Designer application to route social media interactions to the right agents. Note: You should see the service channel you created listed under Manage Digital Endpoint in Designer.

Related documentation

See how users handle social media interactions in Agent Desktop.