PEC-AD/Current/Agent/ADFacebook - Revision history

WikiSysop at 15:46, August 30, 2022

2022-08-30T15:46:58Z

WikiSysop at 19:17, July 28, 2022

2022-07-28T19:17:34Z

WikiSysop at 18:48, July 28, 2022

2022-07-28T18:48:21Z

WikiSysop at 19:15, April 26, 2022

2022-04-26T19:15:43Z

WikiSysop at 14:30, April 26, 2022

2022-04-26T14:30:50Z

WikiSysop at 19:45, April 13, 2022

2022-04-13T19:45:44Z

Ed.jamer@genesys.com: Text replacement - "Gxxx Exxx on-premises" to "Genesys Engage on-premises"

2021-11-09T21:17:18Z

Text replacement - "Gxxx Exxx on-premises" to "Genesys Engage on-premises"

Ed.jamer@genesys.com: Text replacement - "Genesys Engage [oO]n-[pP]remises" to "Gxxx Exxx on-premises"

2021-11-09T21:06:28Z

Text replacement - "Genesys Engage [oO]n-[pP]remises" to "Gxxx Exxx on-premises"

Ed.jamer@genesys.com: Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

2021-11-09T20:31:54Z

Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

Matthew.west@genesys.com: Published

2021-07-27T17:20:18Z

Published

@@ Line 6: / Line 6: @@
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
 |Section={{Section
 |alignment=Vertical

@@ Line 11: / Line 11: @@
 * Some Agent Workspace features are available only for Genesys Multicloud CX users. For example, not all users have access to the '''Conversation''' and '''Communication''' tabs.
 * Some Agent Workspace features are available only for Genesys Engage on-premises users.
-* Due to continual changes to Agent Desktop, screenshots in this manual might show interface elements that are not yet available for this product or might not accurately reflect what you can access in the product when you use it.
+* Due to continual changes to Agent Workspace, screenshots in this manual might show interface elements that are not yet available for this product or might not accurately reflect what you can access in the product when you use it.
 |1}}
@@ Line 155: / Line 155: @@
 |alignment=Vertical
 |structuredtext=#{{Link-SomewhereInThisManual|topic=ADQuickStart|anchor=top|display text=Getting Started}}
-#{{Link-SomewhereInThisManual|topic=ADNav|anchor=top|display text=Navigating Agent Desktop}}
+#{{Link-SomewhereInThisManual|topic=ADNav|anchor=top|display text=Navigating Agent Workspace}}
 #{{Link-SomewhereInThisManual|topic=ADVoice|anchor=top|display text=Calls}}
 #{{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contacts}}

@@ Line 3: / Line 3: @@
 |DisplayName=Facebook Chat
 |TocName=Facebook Chat
-|Context=The Workspace Agent Desktop {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}} channel enables you to exchange {{Link-SomewhereInThisManual|topic=ADFacebook|anchor=FacebookMessenger|display text=Facebook Messenger}} and {{Link-SomewhereInThisManual|topic=ADFacebook|anchor=FacebookPublic|display text=Facebook Public}} messages with your contacts using the {{Link-SomewhereInThisManual|topic=ADChat|anchor=AsyncChat|display text=asynchronous chat}} features including the {{Link-SomewhereInThisManual|topic=ADFacebook|anchor=ConversationTab|display text=Conversation tab}} and the {{Link-SomewhereInThisManual|topic=ADFacebook|anchor=CommunicationTab|display text=Communication tab}}. Your account must be enabled for Facebook to handle chat interactions from Facebook.
+|Context=The Agent Workspace {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}} channel enables you to exchange {{Link-SomewhereInThisManual|topic=ADFacebook|anchor=FacebookMessenger|display text=Facebook Messenger}} and {{Link-SomewhereInThisManual|topic=ADFacebook|anchor=FacebookPublic|display text=Facebook Public}} messages with your contacts using the {{Link-SomewhereInThisManual|topic=ADChat|anchor=AsyncChat|display text=asynchronous chat}} features including the {{Link-SomewhereInThisManual|topic=ADFacebook|anchor=ConversationTab|display text=Conversation tab}} and the {{Link-SomewhereInThisManual|topic=ADFacebook|anchor=CommunicationTab|display text=Communication tab}}. Your account must be enabled for Facebook to handle chat interactions from Facebook.
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
@@ Line 9: / Line 9: @@
 |alignment=Vertical
 |structuredtext={{NoteFormat|
-* Some Workspace Agent Desktop features are available only for Genesys Multicloud CX users. For example, not all users have access to the '''Conversation''' and '''Communication''' tabs.
+* Some Agent Workspace features are available only for Genesys Multicloud CX users. For example, not all users have access to the '''Conversation''' and '''Communication''' tabs.
-* Some Workspace Agent Desktop features are available only for Genesys Engage on-premises users.
+* Some Agent Workspace features are available only for Genesys Engage on-premises users.
 * Due to continual changes to Agent Desktop, screenshots in this manual might show interface elements that are not yet available for this product or might not accurately reflect what you can access in the product when you use it.
 |1}}
@@ Line 22: / Line 22: @@
 |anchor=SocialEngagement
 |alignment=Vertical
-|structuredtext=Using Genesys Social Engagement on Facebook, you can monitor your business presence and identify and respond to online comments. Facebook Messenger direct messages, comments, and replies on your organization's Facebook page are monitored and automatically routed to agents across your organization who are using Workspace Agent Desktop. Routing ensures that the right person handles the contact's message, whether it is an inquiry about a new business opportunity or a negative comment that should be handled immediately.
+|structuredtext=Using Genesys Social Engagement on Facebook, you can monitor your business presence and identify and respond to online comments. Facebook Messenger direct messages, comments, and replies on your organization's Facebook page are monitored and automatically routed to agents across your organization who are using Agent Workspace. Routing ensures that the right person handles the contact's message, whether it is an inquiry about a new business opportunity or a negative comment that should be handled immediately.
-Handling contacts using Workspace Agent Desktop's Facebook channel improves Customer Experience by providing consistent CX across all channels. Genesys Social Engagement identifies the contact and matches them against customers already in the contact database. When a Facebook message, comment, or reply is directed to you, you have access to all previous interactions with the contact.
+Handling contacts using Agent Workspace's Facebook channel improves Customer Experience by providing consistent CX across all channels. Genesys Social Engagement identifies the contact and matches them against customers already in the contact database. When a Facebook message, comment, or reply is directed to you, you have access to all previous interactions with the contact.
 In both the '''Communication''' and '''Conversation''' tabs, you can switch between public and private channels on Facebook with a contact by clicking the down-arrow next to the Facebook channel icon.
@@ Line 40: / Line 40: @@
 |image=701993088
 |AltText=A demonstration of asynchronous chat using the Facebook Messenger channel.
-|structuredtext=When a contact clicks '''Send Message''' on your organization's Facebook page, they can use Facebook Messenger to send a message to your organization. Instead of having to use Facebook Messenger yourself to reply, the message is directed to you as a new {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}} interaction in Workspace Agent Desktop. You handle it just like you would any other direct chat message with one of your contacts.
+|structuredtext=When a contact clicks '''Send Message''' on your organization's Facebook page, they can use Facebook Messenger to send a message to your organization. Instead of having to use Facebook Messenger yourself to reply, the message is directed to you as a new {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}} interaction in Agent Workspace. You handle it just like you would any other direct chat message with one of your contacts.
 |structuredtextwide=You handle a Facebook Messenger chat interaction the same way you would handle an {{Link-SomewhereInThisManual|topic=ADChat|anchor=AsyncChat|display text=asynchronous Chat}}.

← Older revision		Revision as of 19:15, April 26, 2022
Line 128:		Line 128:

	Read the messages from your contact in the {{Link-SomewhereInThisManual\|topic=ADFacebook\|anchor=ConversationTab\|display text=Conversation tab}}. To reply to your contact, type your messages in the '''Write a message...''' field in the '''Conversation''' tab.		Read the messages from your contact in the {{Link-SomewhereInThisManual\|topic=ADFacebook\|anchor=ConversationTab\|display text=Conversation tab}}. To reply to your contact, type your messages in the '''Write a message...''' field in the '''Conversation''' tab.
−
−	~~[[File:GAPI_900_Facebook_Public_Conversation_Tab.png\|Conversation tab.\|alt=The Conversation tab with and active conversation in the transcript.\|300px]]~~

	The '''Contact''' tab contains information about the contact including the Facebook actor name and ID. You can update the contact information and view the history of interactions with the contact.		The '''Contact''' tab contains information about the contact including the Facebook actor name and ID. You can update the contact information and view the history of interactions with the contact.

@@ Line 28: / Line 28: @@
 In both the '''Communication''' and '''Conversation''' tabs, you can switch between public and private channels on Facebook with a contact by clicking the down-arrow next to the Facebook channel icon.
-* Select '''Direct communication''' to communicate with your contact privately on Facebook Messenger.
+*Select '''Direct communication''' to communicate with your contact privately on Facebook Messenger.
-* Select '''Public communication''' to communicate with your contact publicly on your organization's Facebook page.
+*Select '''Public communication''' to communicate with your contact publicly on your organization's Facebook page.
 [[File:GAPI 900 Communication Tab Facebook Public Private Toggle.png]]
@@ Line 36: / Line 36: @@
 |sectionHeading=Facebook Messenger
 |anchor=FacebookMessenger
-|alignment=Vertical
+|alignment=Horizontal
 |structuredtext=When a contact clicks '''Send Message''' on your organization's Facebook page, they can use Facebook Messenger to send a message to your organization. Instead of having to use Facebook Messenger yourself to reply, the message is directed to you as a new {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}} interaction in Workspace Agent Desktop. You handle it just like you would any other direct chat message with one of your contacts.
+|structuredtextwide=You handle a Facebook Messenger chat interaction the same way you would handle an {{Link-SomewhereInThisManual|topic=ADChat|anchor=AsyncChat|display text=asynchronous Chat}}.
 [[File:GAPI_900_Facebook_Messenger_Asynchronous_Chat_Example.png|Facebook interaction window.|alt=Facebook interaction view. Click the link below for the accessibility description.|500px]]

@@ Line 15: / Line 15: @@
 To receive Facebook Messenger and Facebook Public  {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=chat}} interactions, set your {{Link-SomewhereInThisManual|topic=ADQuickStart|anchor=top|display text=status}} on the Chat channel to '''Ready'''.
 |Status=No
 }}{{Section
@@ Line 23: / Line 25: @@
 Handling contacts using Workspace Agent Desktop's Facebook channel improves Customer Experience by providing consistent CX across all channels. Genesys Social Engagement identifies the contact and matches them against customers already in the contact database. When a Facebook message, comment, or reply is directed to you, you have access to all previous interactions with the contact.
 |Status=No
 }}{{Section
@@ Line 53: / Line 62: @@
 *Click '''Attach''' ([[File:GAPI_900_Conversation_Tab_Attach_Button.png|Attach image button.|alt=The Attach button for images.|link=]]) to attach an image.
 *Click '''Send''' ([[File:GAPI_900_Conversation_Tab_Send_Button.png|Send Chat button.|alt=Send button in chat composition field.|link=]]) to send messages you type in the Message Composition area.
 <!--*[[File:GAPI_900_Async_to_Chat_Interaction_Button.png|22px|link=]]: Click to launch the Chat Interaction window and continue the conversation there with access to all the interaction window features such as Contact Information, Contact History, and Standard Responses. '''Note:''' Genesys recommends that you switch to a chat interaction window whenever you want your chatting time to be recorded for KPI purposes.-->
 You can start other interactions, including Facebook direct (Facebook Messenger), Facebook public, and others by clicking one of the channel buttons in the '''Conversation''' tab:
-[[File:GAPI_900_Facebook_Conversation_Tab_Start_Interaction_Buttons.png|Contact Information Column.|alt=The Contact Information column with the start interaction buttons highlighted.]]
+[[File:GAPI_900_Facebook_Messenger_Conversation_Tab_Start_Interaction_Buttons.png|Start other interactions buttons.|alt=The start other interaction buttons.]]
 {{NoteFormat|
@@ Line 82: / Line 88: @@
 |}}
-When the contact responds, you receive a notification on your desktop. To open the '''Communication''' tab of the '''Connect''' group, click '''Show'''. To open the chat in a new Chat interaction view if you must respond and continue the conversation, click the '''Chat''' icon .
+When the contact responds, you receive a notification on your desktop. Click '''Dismiss''' if you do not want to start a new interaction. You can access the message in the '''Communication''' tab of the '''Connect''' group. To start a new interaction, click '''Show'''.
 The '''Communication''' tab has three areas, the '''Assigned Contacts''' area, the conversation transcript area, and the Contact information, channels, and notifications area.
 *Select a contact in the '''Assigned''' '''Contacts''' area to access the conversations that contact has had with your organization. If you have not interacted with a contact in the past, or if the contact has been removed from your Assigned Contacts list, those contacts are considered unassigned contacts. If there is an unread message from one of your contacts, a number is displayed next to their name that indicates the number of unread messages.
 *The conversation transcript area displays all the chat interactions that the selected contact has had with your organization.
 *The Contact information, channels, and notifications area contains the following views that you can use to start interactions and send notifications:
@@ Line 102: / Line 106: @@
 *Click '''Attach''' ([[File:GAPI_900_Conversation_Tab_Attach_Button.png|Attach image button.|alt=The Attach button for images.|link=]]) to attach an image.
 *Click '''Send''' ([[File:GAPI_900_Conversation_Tab_Send_Button.png|Send Chat button.|alt=Send button in chat composition field.|link=]]) to send messages you type in the Message Composition area.
 *Click '''Contacts''' ([[File:GAPI_900_Communication_Tab_View_Contacts_Toggle_Button.png|Contact view toggle.|alt=Contacts information toggle button.|link=]]) to toggle the display of the '''Contacts information''' area.
 <!--*[[File:GAPI_900_Async_to_Chat_Interaction_Button.png|22px|link=]]: Click to launch the Chat Interaction window and continue the conversation there with access to all the interaction window features such as Contact Information, Contact History, and Standard Responses. '''Note:''' Genesys recommends that you switch to a chat interaction window whenever you want your chatting time to be recorded for KPI purposes.-->
@@ Line 136: / Line 138: @@
 *Click '''Attach''' ([[File:GAPI_900_Conversation_Tab_Attach_Button.png|Attach image button.|alt=The Attach button for images.|link=]]) to attach an image.
 *Click '''Send''' ([[File:GAPI_900_Conversation_Tab_Send_Button.png|Send Chat button.|alt=Send button in chat composition field.|link=]]) to send messages you type in the Message Composition area.
 *Click '''Contacts''' ([[File:GAPI_900_Communication_Tab_View_Contacts_Toggle_Button.png|Contact view toggle.|alt=Contacts information toggle button.|link=]]) to toggle the display of the '''Contacts information''' area.
 <!--*[[File:GAPI_900_Async_to_Chat_Interaction_Button.png|22px|link=]]: Click to launch the Chat Interaction window and continue the conversation there with access to all the interaction window features such as Contact Information, Contact History, and Standard Responses. '''Note:''' Genesys recommends that you switch to a chat interaction window whenever you want your chatting time to be recorded for KPI purposes.-->

@@ Line 86: / Line 86: @@
 The '''Communication''' tab has three areas, the '''Assigned Contacts''' area, the conversation transcript area, and the Contact information, channels, and notifications area.
-*Select a contact in the '''Assigned''' '''Contacts''' area to access the conversations that contact has had with your organization. If there is an unread message from one of your contacts, a number is displayed next to their name that indicates the number of unread messages.
+*Select a contact in the '''Assigned''' '''Contacts''' area to access the conversations that contact has had with your organization. If you have not interacted with a contact in the past, or if the contact has been removed from your Assigned Contacts list, those contacts are considered unassigned contacts. If there is an unread message from one of your contacts, a number is displayed next to their name that indicates the number of unread messages.
 **Choose '''CHAT''' to access Web Chat, SMS, Facebook Messenger, and Twitter Direct Messages transcripts.
 **Choose '''SOCIAL MEDIA''' to access public Facebook messages and Twitter Tweets that involve your organization.