Difference between revisions of "PEC-AD/Current/Agent/ADFacebook"

Revision as of 17:31, February 19, 2021

This topic is part of the manual Agent Workspace Agent's Guide for version Current of Agent Workspace.

The Workspace Agent Desktop Chat channel enables you to exchange Facebook Messenger and Facebook Public messages with your contacts using the asynchronous chat features including the Conversation tab and the Communication tab. Your account must be enabled for Facebook to handle chat interactions from Facebook.

Social Engagement with Facebook

Using Genesys Social Engagement on Facebook you can monitor your business presence and identify and respond to online comments. Facebook Messenger direct messages and comments and replies on your company's Facebook page are monitored and then automatically routed to agents across your enterprise who are using Workspace Agent Desktop. Routing ensures that the right persons handles the customer message, whether it is an inquiry about a new business opportunity or a negative comment that you want to react to 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.

Facebook Messenger

When a contact clicks Send Message on your company's Facebook page they can use Facebook Messenger to send a message to your company. Instead of having to use Facebook Messenger yourself to reply, the message is directed to you as a new Chat interaction. You handle it just like you would any other direct chat message with one of your contacts.

You handle a Facebook Messenger chat interaction the same way you would handle an asynchronous Chat.

Read the messages from your contact in the Transcript area. Type your messages in the Message Composition field.

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.

If you have had previous chat/Facebook Messenger interactions with the contact, the full transcript is in the Conversation tab.

Conversation tab

The Conversation tab is displayed in the right panel of the Chat Interaction view.

The transcript of the chat is displayed both in the Transcript area and the Conversation tab. The Conversation tab also contains the transcripts of all previous chat interactions that your contact center has had with the contact.

The Conversation tab allows the following actions:

: Send an emoji to your contact.
: Attach an image.
: Click to send messages you type in the Message Composition area.
: Filter messages to show Private type only.
: Filter messages to show Public type only.
: Toggle the display of the Contacts information area.

You can also start an interaction of Facebook direct (Facebook Messenger), Facebook public, or Email by clicking one of these buttons on the right side of the Conversation tab:

Tip

If you or the contact end the session, you can keep the Chat interaction view open while you perform other actions or business processes. Check with your supervisor about whether to mark the interaction as Done or keep the interaction view open while you perform other duties.

Keeping the interaction view active might affect your Ready status.

Communication tab

The Communication tab in the Connect group lets you continue Facebook Messenger chat conversations that you or others at your contact center have had with your company's contacts.

After an agent or the contact leaves a chat session, you can continue the conversation by finding the contact in the Communication tab and selecting their name from the contact list.

To continue the conversation, either type in the Write a Message field and click Send or click the Chat icon to open a new Chat interaction view. Your message is sent to the contact's Facebook Messenger account. The next time that they log in to Facebook they will see your message.

Important

In some environments, the Write a Message field is not available. To launch a new interaction with the contact click the Chat icon and select a channel icon, such as Chat, Email, SMS, WhatsApp, Facebook, or Twitter.

When the contact responds, you receive a notification on your desktop. Click Show to open the Communication tab of the Connect group. Click the Chat icon to open the chat in a new Chat interaction view if you need to respond and continue the conversation.

The Communication tab has three areas, the Contacts information, the conversation transcript area, and the Contact information, channels, and notifications area.

Select a contact in the Contacts information to see the conversations that contact has had with your company. If there is an unread message from one of your contacts, a number is displayed next to their name indicating the number of unread messages.
- Choose CHAT to see Web Chat, SMS, Facebook Messenger, and Twitter Direct Messages transcripts.
- Choose SOCIAL MEDIA to see public Facebook messages and Twitter Tweets that involve your company.
The conversation transcript area displays all the chat interactions that the selected contact has had with your company.
The Contact information, channels, and notifications area contains the following views that you can use to start interactions and send notifications:
- Contact information. A list of all available channels for the contact.
- Default outbound channels. A list of the default channels for the contact.
- Notifications. The set of notifications that you can send to the contact.

The Communication tab allows the following actions:

: Send an emoji to your contact.
: Attach an image.
: Click to send messages you type in the Message Composition area.
: Filter messages to show Private type only.
: Filter messages to show Public type only.
: Toggle the display of the Contacts information area.

You can also start an interaction of Facebook direct (Facebook Messenger), Facebook public, or Email by clicking one of these buttons on the right side of the Communication tab:

Refer to Chat for information about using the Communication tab.

Facebook Public

When a contact replies to a post or creates a new post on your company's Facebook page a new interaction is directed to you as a new Chat interaction. You handle it just like you would any other chat message with one of your contacts. Whatever you reply is posted on your company's public Facebook page as a reply to the post from the contact. Remember, whatever you post will be seen by anyone who visits your company's Facebook page, not just the contact.

You handle a Facebook Public interaction the same way you would handle an asynchronous Chat.

Read the messages from your contact in the Conversation tab. Type your messages in the Write a message... field in the Conversation tab to reply to your 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.

If you have had previous chat/Facebook Public interactions with the contact, the full transcript is in the Conversation tab and in the Communication tab.

The Communication and Conversation tabs allow the following actions:

: Send an emoji to your contact.
: Attach an image.
: Click to send messages you type in the Message Composition area.
: Filter messages to show Private type only.
: Filter messages to show Public type only.
: Toggle the display of the Contacts information area.

@@ Line 6: / Line 6: @@
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
-|Prereq=
 |Section={{Section
-|sectionHeading=
-|anchor=
 |alignment=Vertical
-|Media=
-|image=
 |structuredtext={{NoteFormat|
 * Some Workspace Agent Desktop features are available only for Genesys Engage cloud users. For example, not all users will see the '''Conversation''' and '''Communication''' tabs.
 * Some Workspace Agent Desktop features are available only for Genesys Engage On-Premises users.
-* Due to continual changes to Agent Desktop, screen shots in this manual might show interface elements that are not yet available for this product or might not accurately reflect what you see in the product when you use it.
+* 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 see in the product when you use it.
 |1}}
 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'''.
-|structuredtextwide=
-|FAQHeading=
 |Status=No
 }}{{Section
@@ Line 27: / Line 20: @@
 |anchor=SocialEngagement
 |alignment=Vertical
-|Media=
-|image=
 |structuredtext=Using Genesys Social Engagement on Facebook you can monitor your business presence and identify and respond to online comments. Facebook Messenger direct messages and comments and replies on your company's Facebook page are monitored and then automatically routed to agents across your enterprise who are using Workspace Agent Desktop. Routing ensures that the right persons handles the customer message, whether it is an inquiry about a new business opportunity or a negative comment that you want to react to 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.
-|structuredtextwide=
-|FAQHeading=
 |Status=No
 }}{{Section
@@ Line 39: / Line 28: @@
 |anchor=FacebookMessenger
 |alignment=Vertical
-|Media=
-|image=
 |structuredtext=When a contact clicks '''Send Message''' on your company's Facebook page they can use Facebook Messenger to send a message to your company. 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. You handle it just like you would any other direct chat message with one of your contacts.
@@ Line 63: / Line 50: @@
 The '''Conversation''' tab allows the following actions:
-*[[File:GAPI_900_Chat_Conversation_Tab_Refresh_Button.png|22px|link=]]: Click to refresh the conversation display.
+*[[File:GAPI_900_Conversation_Tab_Emoji_Button.png|link=]]: Send an {{Link-SomewhereInThisManual|topic=ADChat|anchor=CommunicationTabEmoji|display text=emoji}} to your contact.
-<!--* '''Search''': Click to find keywords in the conversation transcript.-->
+*[[File:GAPI_900_Conversation_Tab_Attach_Button.png|link=]]: Attach an image.
 *[[File:GAPI_900_Conversation_Tab_Send_Button.png|link=]]: Click to send messages you type in the Message Composition area.
-<!--* [[File:GAPI_900_Conversation_Tab_Attach_Button.png|link=]]: Attach an image.-->
+<!--*[[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.-->
-*[[File:GAPI_900_Conversation_Tab_Emoji_Button.png|link=]]: Send an {{Link-SomewhereInThisManual|topic=ADChat|anchor=CommunicationTabEmoji|display text=emoji}} to your contact.
 *[[File:GAPI_900_Conversation_Tab_Private_Button.png|link=]]: Filter messages to show Private type only.
 *[[File:GAPI_900_Conversation_Tab_Public_Button.png|link=]]: Filter messages to show Public type only.
+*[[File:GAPI_900_Communication_Tab_View_Contacts_Toggle_Button.png|link=]]: Toggle the display of the '''Contacts information''' area.
 You can also start an interaction of Facebook direct (Facebook Messenger), Facebook public, or Email by clicking one of these buttons on the right side of the '''Conversation''' tab:
@@ Line 80: / Line 67: @@
 Keeping the interaction view active might affect your '''Ready''' status.
 |2}}
-<!--Video: Handling a Facebook Messenger conversation-->
 {{AnchorDiv|CommunicationTab}}
 ===Communication tab===
@@ Line 90: / Line 77: @@
 {{NoteFormat|
-In some environments, the '''Write a Message''' field is not available. To launch a new interaction with the contact click the '''Chat''' icon and select a channel icon, such as Chat, Email, SMS, or WhatsApp.
+In some environments, the '''Write a Message''' field is not available. To launch a new interaction with the contact click the '''Chat''' icon and select a channel icon, such as Chat, Email, SMS, WhatsApp, Facebook, or Twitter.
-[[File:GAPI_900_No_Message_Field.png|300px]]
+[[File:GAPI_900_Facebook_Conversation_Tab_Start_Interaction_Buttons.png|300px]]
-}}
+|}}
 When the contact responds, you receive a notification on your desktop. Click '''Show''' to open the '''Communication''' tab of the '''Connect''' group. Click the '''Chat''' icon to open the chat in a new Chat interaction view if you need to respond and continue the conversation.
-The '''Communication''' tab has two areas, the '''Contacts''' list and the conversation transcript area.
+The '''Communication''' tab has three areas, the '''Contacts information''', the conversation transcript area, and the Contact information, channels, and notifications area.
-*Select a contact in the '''Contacts''' list to see the conversations that contact has had with with your company. If there is an unread message from one of your contacts, a number is displayed next to their name indicating the number of unread messages.
+*Select a contact in the '''Contacts information''' to see the conversations that contact has had with your company. If there is an unread message from one of your contacts, a number is displayed next to their name indicating the number of unread messages.
 **Choose '''CHAT''' to see Web Chat, SMS, Facebook Messenger, and Twitter Direct Messages transcripts.
-**Choose '''OPEN MEDIA''' to see public Facebook messages and Twitter Tweets that involve your company.
+**Choose '''SOCIAL MEDIA''' to see public Facebook messages and Twitter Tweets that involve your company.
 *The conversation transcript area displays all the chat interactions that the selected contact has had with your company.
+*The Contact information, channels, and notifications area contains the following views that you can use to start interactions and send notifications:
+**'''Contact information'''. A list of all available channels for the contact.
+**'''Default outbound channels'''. A list of the default channels for the contact.
+**'''Notifications'''. The set of notifications that you can send to the contact.
-[[File:GAPI_900_Facebook_Messenger_Asynchronous_Chat_Communication_Tab.png|500px]]
+'''[[File:GAPI_900_Facebook_Messenger_Asynchronous_Chat_Communication_Tab.png|500px]]'''
-The conversation area allows the following actions:
+The '''Communication''' tab allows the following actions:
+*[[File:GAPI_900_Conversation_Tab_Emoji_Button.png|link=]]: Send an {{Link-SomewhereInThisManual|topic=ADChat|anchor=CommunicationTabEmoji|display text=emoji}} to your contact.
+*[[File:GAPI_900_Conversation_Tab_Attach_Button.png|link=]]: Attach an image.
 *[[File:GAPI_900_Conversation_Tab_Send_Button.png|link=]]: Click to send messages you type in the Message Composition area.
-*[[File:GAPI_900_Conversation_Tab_Attach_Button.png|link=]]: Attach an image.
+<!--*[[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.-->
-*[[File:GAPI_900_Conversation_Tab_Emoji_Button.png|link=]]: Send an {{Link-SomewhereInThisManual|topic=ADChat|anchor=CommunicationTabEmoji|display text=emoji}} to your contact.
+*[[File:GAPI_900_Conversation_Tab_Private_Button.png|link=]]: Filter messages to show Private type only.
-*[[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.
+*[[File:GAPI_900_Conversation_Tab_Public_Button.png|link=]]: Filter messages to show Public type only.
-*[[File:GAPI_900_Communication_Tab_View_Contacts_Toggle_Button.png|link=]]: Toggle the display of the '''Contacts''' list area.
+*[[File:GAPI_900_Communication_Tab_View_Contacts_Toggle_Button.png|link=]]: Toggle the display of the '''Contacts information''' area.
-<!--* '''Search''': Click to find keywords in the conversation transcript.-->
-<!--* '''Phone''': Click to call the contact.-->
-<!--* '''Email''': Click to email the contact.-->
 You can also start an interaction of Facebook direct (Facebook Messenger), Facebook public, or Email by clicking one of these buttons on the right side of the '''Communication''' tab:
@@ Line 122: / Line 112: @@
 Refer to {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}} for information about using the {{Link-SomewhereInThisManual|topic=ADChat|anchor=CommunicationTab|display text=Communication tab}}.
-<!--Video: Using the Communication tab-->
-|structuredtextwide=
-|FAQHeading=
 |Status=No
 }}{{Section
@@ Line 130: / Line 117: @@
 |anchor=FacebookPublic
 |alignment=Vertical
-|Media=
-|image=
 |structuredtext=When a contact replies to a post or creates a new post on your company's Facebook page a new interaction is directed to you as a new {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}} interaction. You handle it just like you would any other chat message with one of your contacts. Whatever you reply is posted on your company's public Facebook page as a reply to the post from the contact. Remember, whatever you post will be seen by anyone who visits your company's Facebook page, not just the contact.
@@ Line 138: / Line 123: @@
 [[File:GAPI_900_Facebook_Public_Asynchronous_Chat_Example.png|500px]]
-Read the messages from your contact in the {{Link-SomewhereInThisManual|topic=ADFacebook|anchor=ConversationTab|display text=Conversation tab}}. 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}}. Type your messages in the '''Write a message...''' field in the '''Conversation''' tab to reply to your contact.
 [[File:GAPI_900_Facebook_Public_Conversation_Tab.png|300px]]
@@ Line 145: / Line 130: @@
 If you have had previous chat/Facebook Public interactions with the contact, the full transcript is in the '''Conversation''' tab and in the {{Link-SomewhereInThisManual|topic=ADFacebook|anchor=CommunicationTab|display text=Communication tab}}.
-|structuredtextwide=
-|FAQHeading=
+The '''Communication''' and '''Conversation''' tabs allow the following actions:
+*[[File:GAPI_900_Conversation_Tab_Emoji_Button.png|link=]]: Send an {{Link-SomewhereInThisManual|topic=ADChat|anchor=CommunicationTabEmoji|display text=emoji}} to your contact.
+*[[File:GAPI_900_Conversation_Tab_Attach_Button.png|link=]]: Attach an image.
+*[[File:GAPI_900_Conversation_Tab_Send_Button.png|link=]]: Click 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.-->
+*[[File:GAPI_900_Conversation_Tab_Private_Button.png|link=]]: Filter messages to show Private type only.
+*[[File:GAPI_900_Conversation_Tab_Public_Button.png|link=]]: Filter messages to show Public type only.
+*[[File:GAPI_900_Communication_Tab_View_Contacts_Toggle_Button.png|link=]]: Toggle the display of the '''Contacts information''' area.
 |Status=No
 }}{{Section
@@ Line 152: / Line 145: @@
 |anchor=Whatnext
 |alignment=Vertical
-|Media=
-|image=
 |structuredtext=*{{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}}
 *{{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contacts}}
 *{{Link-SomewhereInThisManual|topic=ADNav|anchor=tcbar|display text=Team Communicator}}
 *{{Link-SomewhereInThisManual|topic=ADintinter|anchor=top|display text=Internal interactions}}
-|structuredtextwide=
-|FAQHeading=
 |Status=No
 }}{{Section
@@ Line 165: / Line 154: @@
 |anchor=Top5topics
 |alignment=Vertical
-|Media=
-|image=
 |structuredtext=#{{Link-SomewhereInThisManual|topic=ADQuickStart|anchor=top|display text=Getting Started}}
 #{{Link-SomewhereInThisManual|topic=ADNav|anchor=top|display text=Navigating Agent Desktop}}
@@ Line 172: / Line 159: @@
 #{{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contacts}}
 #{{Link-SomewhereInThisManual|topic=ADhist|anchor=top|display text=Contact and interaction history}}
-|structuredtextwide=
-|FAQHeading=
 |Status=No
 }}
 }}

Agent Workspace Agent's Guide

Get started

Interacting with contacts

Contacts, history, and workbins

Classic Chat