PEC-DC/Current/Administrator/GSEFacebookTwitter - Revision history

WikiSysop at 05:00, August 7, 2023

2023-08-07T05:00:54Z

WikiSysop at 19:19, July 28, 2022

2022-07-28T19:19:39Z

Julie.munn@genesys.com: Published

2021-01-07T13:51:06Z

Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:30:59Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:45:01Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Jerickso: Published

2020-06-09T00:21:01Z

Published

New page

{{TaskSummary
|DisplayName=Set up Facebook and Twitter
|Application=Agent Desktop, Agent Setup, Digital Channels
|Role=Administrator
|TocName=Set up Facebook and Twitter
|Platform=PureEngage
|ComingSoon=No
|Context=Learn how to integrate Facebook and Twitter into Agent Desktop.
|overviewtext=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 {{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|display text=Designer}} application. Reporting is also available through {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT|display text=Genesys CX Insights}}.
|TSSection={{TSSection
|sectionheading=Configure channels in Genesys Hub
|description=Set up connections to Facebook and Twitter in Genesys Hub.
|relatedarticles=*Contact your Genesys representative to access Genesys Hub.
*{{Link-SomewhereInThisManual|topic=GSEHub|anchor=top|display text=Integrate with Genesys Hub}}
}}{{TSSection
|sectionheading=Enable Digital Shared Services
|description=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.
|relatedarticles=*Contact your Genesys representative to create service channels.
}}{{TSSection
|sectionheading=Configure Agent Desktop
|description=Go through the normal process to configure any necessary desktop options for the agents in your contact center, in particular for Facebook and Twitter.
|relatedarticles=*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|display text=Agent Setup documentation}}
*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Facebook_options|display text=Facebook}}
*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Twitter_options|display text=Twitter}}
}}{{TSSection
|sectionheading=Create a Designer application
|description=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.
|relatedarticles=*{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=ApplicationsBar|display text=Create a Designer application}}
}}{{TSSection
|sectionheading=Related documentation
|description=See how users handle social media interactions in Agent Desktop.
|relatedarticles=*{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADFacebook|display text=Facebook}}
*{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADTwitter|display text=Twitter}}
}}
}}

@@ Line 1: / Line 1: @@
 {{TaskSummary
 |DisplayName=Set up Facebook and Twitter
-|Application=Agent Workspace, Agent Setup, Digital Channels
+|Application=Agent Setup, Agent Workspace, Digital Channels
 |Role=Administrator
 |TocName=Set up Facebook and Twitter
@@ Line 12: / Line 12: @@
 |sectionheading=Configure channels in Genesys Hub
 |description=Set up connections to Facebook and Twitter in Genesys Hub.
-|relatedarticles=*To access Genesys Hub, contact your Genesys representative.
+|relatedarticles=*{{Link-SomewhereInThisManual|topic=GSEHub|anchor=top|display text=Integrate with Genesys Hub}}
 }}{{TSSection
 |sectionheading=Enable Digital Shared Services
 |description=Enable service channels in Agent setup to connect to the channels you created in Genesys Hub. When you create a Designer application to route social media interactions, it pulls the data from these channels.
-|relatedarticles=*To create service channels, contact your Genesys representative.
+|relatedarticles=* {{Link-AnywhereElse|product=PEC-DC|version=Current|manual=Administrator|topic=GSEServiceChannel}}
 }}{{TSSection
 |sectionheading=Configure Agent Workspace

@@ Line 1: / Line 1: @@
 {{TaskSummary
 |DisplayName=Set up Facebook and Twitter
-|Application=Agent Desktop, Agent Setup, Digital Channels
+|Application=Agent Workspace, Agent Setup, Digital Channels
 |Role=Administrator
 |TocName=Set up Facebook and Twitter
 |ComingSoon=No
-|Context=Learn how to integrate Facebook and Twitter into Agent Desktop.
+|Context=Learn how to integrate Facebook and Twitter into Agent Workspace.
 |overviewtext=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.
@@ Line 19: / Line 19: @@
 |relatedarticles=*To create service channels, contact your Genesys representative.
 }}{{TSSection
-|sectionheading=Configure Agent Desktop
+|sectionheading=Configure Agent Workspace
 |description=Go through the normal process to configure any necessary desktop options for the agents in your contact center, in particular for Facebook and Twitter.
 |relatedarticles=*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|display text=Agent Setup documentation}}
@@ Line 30: / Line 30: @@
 }}{{TSSection
 |sectionheading=Related documentation
-|description=See how users handle social media interactions in Agent Desktop.
+|description=See how users handle social media interactions in Agent Workspace.
 |relatedarticles=*{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADFacebook|display text=Facebook}}
 *{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADTwitter|display text=Twitter}}
 }}
 }}

PEC-DC/Current/Administrator/GSEFacebookTwitter - Revision history

WikiSysop at 05:00, August 7, 2023

WikiSysop at 19:19, July 28, 2022

Julie.munn@genesys.com: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Jerickso: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"