Contents
Setting up Facebook and Twitter
This page provides a high-level overview of Genesys Social Engagement and the steps you must complete to implement it for your contact center.
Genesys Social Engagement allows you to receive and send messages, posts, comments, likes, tweets, retweet on the world’s top 2 social engagement platforms Facebook & Twitter. Once the page configurations and routing strategies are entered in the Genesys system, you can treat them like other Genesys interactions.
For example, you can route Facebook messenger to the best-skilled agent using a Designer application. Or, Tweets with keywords to the best-skilled agent using a Designer. Reporting is also available through Genesys CX Insights.
At a high level, you'll need to complete the following steps to implement Genesys Social Engagement:
1. Hub Access and Channel Configuration
Contact your Genesys representative to provide you with access to the Hub. More guidance under Setting up your company/organization account. Once you have your account created to login to the Hub, you may now proceed setting up your channels and services in the Hub. Follow these instructions to create channels and services.
Next, work with your Genesys representative to enable Digital Shared Services channel and define a capacity rule, then assign it in Agent Setup.
3. Service Administration (Agent Setup)
Once the customer creates channels, they have to add the channel details in the Agent Setup Service Administration. Add the Service channels that you have in the hub to make sure the connectivity gets established. This is to ensure you manage the designer application with these endpoints. Designer will pull the data from here for the application that you want to create.
4. Configure Agent Desktop
You should go through the normal process to configure any necessary desktop options for the agents in your contact center. Click [[[AgentSetup|here]] for more information.
5. Create a Designer Application (Designer)
Genesys Social Engagement includes a sample Designer application to show one of the possible scenarios. Click here for more information.
6. Manage Digital Endpoint (Designer)
Once you create your Service administration in Agent Setup and your Designer application, you should be able to see the channel list in under “Manage Digital Endpoint” option in Designer.