Twitter Chat
Contents
The Workspace Agent Desktop Chat channel enables you to exchange Twitter Direct Messages and Twitter Public messages with your contacts using the asynchronous chat features including the Conversation tab and the Communication tab. Your account must be enabled for Twitter to handle chat interactions from Twitter.
- 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.
To receive Twitter Direct Messages and Twitter Public chat interactions, set your status on the Chat channel to Ready.
Social Engagement with Twitter
You are not restricted to private Twitter Direct Messages. You can also engage with customers by responding to public Tweets and replies from your company's Twitter page.
Using Genesys Social Engagement on Twitter you can monitor your business presence and identify and respond to online comments. Twitter Direct Messages and Tweets and replies on your company's Twitter 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 Twitter 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 Direct Message, Tweet, or reply is directed to you, you have access to all previous interactions with the contact.
Twitter Direct Message
Customers of your company who are followers of your company's Twitter page can send Twitter Direct Messages to your company's Twitter handle (for example: @Genesys). Instead of having to use Twitter Direct Message yourself to reply, the message is directed to you as a new Chat interaction. You handle a Twitter Direct Message interaction the same way you would handle an asynchronous Chat. Click Accept on the Interaction Notification and a new Chat interaction opens in Workspace.
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 Twitter 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/Twitter Direct Message 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.
To receive chat interactions, set your status on the Chat and Twitter channels to Ready.
Click Accept when a chat notification arrives on your desktop. This opens the Chat Interaction view. Handle the Chat interaction as normal. 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:
: Click to refresh the conversation display.
: Click to send messages you type in the Message Composition area.
: Send an emoji to your contact.
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 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 Twitter direct icon to open a new Chat interaction view.
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.
For chat interactions that originated as Twitter Direct Messages, when you send a message, the contact will see it the next time they log in to 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 Twitter direct 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.
- Select a contact in the Contacts list to see the conversations that contact has had with with your company.
- 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.
- The conversation transcript area displays all the chat interactions that the selected contact has had with your company.
The conversation area allows the following actions:
- : Click to send messages you type in the Message Composition area.
- : Send an emoji to your contact.
: 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.
: Toggle the display of the Contacts list area.
Refer to Chat for information about using the Communication tab.
Twitter Public
When a contact replies to a Tweet or creates a new Tweet on your company's Twitter page, the Tweet is directed to you as a new Twitter interaction. However, because Public Tweets can be created in a non-linear fashion, a Public Tweet interaction must be handled by using the Conversation or Communication tab. There is no transcript or message field on the left side of the interaction view.
To respond to the Tweet click Reply. You can also click Like . Type your reply in the message box and click Send. In the Conversation tab your response appears indented below the Tweet from the contact, and whatever you reply is posted on your company's public Twitter page as a reply to the Tweet from the contact. Remember, whatever you post will be seen by anyone who visits your company's Twitter page, not just the contact.
The Contact tab contains information about the contact including the Twitter 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/Twitter Public interactions with the contact, the full transcript is in the Conversation tab and in the Communication tab.
In the Communication tab select a contact and then click OPEN MEDIA to see all the public Twitter interactions your company has had with the contact. Because social media is non-linear, you can scroll through the transcript and like and respond to any of the Tweets and replies. Think of each Tweet and reply sequence as a separate conversation.
The conversation area allows the following actions:
- : Click to send messages you type in the Message Composition area.
- : Send an emoji to your contact.
: Attach an image.- : 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.
- : Toggle the display of the Contacts list area.
As you type your reply in the Reply field the small grey circle on the right begins to turn black. This circle is a progress indicator to let you know how close you are to the maximum number of allowable characters. As you get close to the maximum a character countdown is displayed and the circle turns yellow. If you exceed the limit the circle turns red and you will not be able to send your reply until you adjust the wording to make it shorter.
