Difference between revisions of "PEC-DC/Current/Administrator/GSEFacebookTwitter"
From Genesys Documentation
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{{TaskSummary | {{TaskSummary | ||
|DisplayName=Set up Facebook and Twitter | |DisplayName=Set up Facebook and Twitter | ||
| − | |Application=Agent | + | |Application=Agent Setup, Agent Workspace, Digital Channels |
|Role=Administrator | |Role=Administrator | ||
|TocName=Set up Facebook and Twitter | |TocName=Set up Facebook and Twitter | ||
| − | |||
|ComingSoon=No | |ComingSoon=No | ||
| − | |Context=Learn how to integrate Facebook and Twitter into Agent | + | |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. | |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 13: | Line 12: | ||
|sectionheading=Configure channels in Genesys Hub | |sectionheading=Configure channels in Genesys Hub | ||
|description=Set up connections to Facebook and Twitter in Genesys Hub. | |description=Set up connections to Facebook and Twitter in Genesys Hub. | ||
| − | |relatedarticles= | + | |relatedarticles=*{{Link-SomewhereInThisManual|topic=GSEHub|anchor=top|display text=Integrate with Genesys Hub}} |
| − | *{{Link-SomewhereInThisManual|topic=GSEHub|anchor=top|display text=Integrate with Genesys Hub}} | ||
}}{{TSSection | }}{{TSSection | ||
|sectionheading=Enable Digital Shared Services | |sectionheading=Enable Digital Shared Services | ||
| − | |description=Enable service channels in Agent setup to connect to the channels you created in Genesys Hub. | + | |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=* | + | |relatedarticles=* {{Link-AnywhereElse|product=PEC-DC|version=Current|manual=Administrator|topic=GSEServiceChannel}} |
}}{{TSSection | }}{{TSSection | ||
| − | |sectionheading=Configure Agent | + | |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. | |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}} | |relatedarticles=*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|display text=Agent Setup documentation}} | ||
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}}{{TSSection | }}{{TSSection | ||
|sectionheading=Create a Designer application | |sectionheading=Create a Designer application | ||
| − | |description=Create a Designer application to route social media interactions to the right agents. '''Note:''' | + | |description=Create a Designer application to route social media interactions to the right agents. '''Note:''' The service channel you created previously is 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}} | |relatedarticles=*{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=ApplicationsBar|display text=Create a Designer application}} | ||
}}{{TSSection | }}{{TSSection | ||
|sectionheading=Related documentation | |sectionheading=Related documentation | ||
| − | |description=See how users handle social media interactions in Agent | + | |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}} | |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}} | *{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADTwitter|display text=Twitter}} | ||
}} | }} | ||
}} | }} | ||
Latest revision as of 05:00, August 7, 2023
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 Workspace.
Related documentation:
Contents
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. When you create a Designer application to route social media interactions, it pulls the data from these channels.
Configure Agent Workspace
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: The service channel you created previously is listed under Manage Digital Endpoint in Designer.
Related documentation
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