Integrating with Genesys Hub

Genesys Hub is our centralized platform that connects to Twitter and Facebook. Complete the steps below to set up an account with Genesys Hub and enable the Facebook and Twitter channels and services. Once you complete the steps on this page, return to Setting up Facebook and Twitter to finish the rest of the setup.

Important

Contact your Genesys representative to get access to Genesys Hub. Once you have access, you can complete the steps below.

1. Set up your account

Go to https://socialanalytics.genesyscloud.com/gse/signup and complete the form.

You should receive a confirmation email titled "Confirmation required for Genesys Social Engagement deployment" (don't forget to check your spam folder). Follow the steps in the email and login to Genesys Hub.

2. Create a Twitter account channel

Create a Twitter account channel to authenticate with Twitter using your organization's Twitter handle (login) and password.

Under My Channels in the left navigation menu, click +Add Channel.

• Choose Twitter:Account for the Channel Type.
• Set the Channel Name to <your channel's Twitter handle> - Twitter Account. Example: @Genesys - Twitter Account.
• Add an optional description to indicate how you will use the channel.

Save your channel and click Login to Twitter.

Enter the Twitter credentials for your organization: username (handle) or email, and the password associated with your Twitter account. Important: Also check Remember me.

If you have successfully authenticated, you will see the following message: Access_token successfully saved.

3. Create a Twitter service channel

Create a Twitter service channel to listen for mentions of your keyword(s) on Twitter.

Under My Channels in the left navigation menu, click +Add Channel.

• Choose Twitter:Service for the Channel Type
• Set the Channel Name to '<your channel's Twitter handle> - Twitter Service'. Example: @Genesys - Twitter Service.
• Add an optional description to indicate how you will use the channel.

After saving your channel, the application displays an extended view where you can configure additional settings:

• Add any applicable languages.
• For Keywords, enter the handle you want to monitor for mentions, for example @Genesys, then hit Return or Tab. You can include other words or phrases to listen for, such as #Genesys. These keywords are the way Hub gathers mentions from Twitter -- there is no mechanism for excluding posts with certain mentions. See Best Practices for Managing Keywords in Twitter Service Channels below for more information about using a broader range of words and phrases.
• If you choose Skip Retweets, your system will not source tweets that have been retweeted, which may help cut out clutter and noise. You may want to select No if you want to analyze retweets and viral activity.
• In Twitter Handle(s), just type the Twitter handle that you will be using to respond, for example @Genesys. You can only respond with one handle per channel.
• Click Do not store personal data to delete personal data from Twitter messages. This action is not retroactive, so Genesys still stores any pre-existing personal information.

4. Create a Facebook account channel

Create a Facebook account channel to authenticate with Facebook using your organization's Facebook administrator login credentials. These user credentials must have Facebook admin access to all the pages you want to associate with this channel. For simplicity, make sure you are logged into Facebook (with this administrator's password) with the same browser you're using for this setup.

Under My Channels in the left navigation menu, click +Add Channel.

• Choose Facebook:Account for the Channel Type.
• Set the Channel Name to <company name> - Facebook Account. Example: Genesys - Facebook Account.
• Add an optional description to indicate how you will use the channel.

After saving your channel, the application displays an extended view where you can Login to Facebook.

Use the Facebook admin credentials for your organization. Important: Also check Keep me logged in.

If you have successfully authenticated, you will see the following message: access_token successfully saved, close window.

5. Create a Facebook service channel

A Facebook channel of this type is used to listen for posts, comments, and messages on Facebook.

1. Click My Channels in the left navigation menu. The Channels screen is displayed.
2. Click +Add Channel to create a new channel.

Channels

The New Channel window displays.


New Channel
3. From the Channel Type drop-down, select Facebook:Service.
4. Add a Channel Name. Please use the convention <company name> - Facebook Service. Example: Genesys - Facebook Service.
5. Optionally, add a description that indicates the planned usage of the channel.
6. Click Save and Proceed.
7. Update Channel displays.

Update Channel
8. Make a note of the Channel ID—it will be needed for a later step
9. Click Facebook Pages to get a drop-down list of all of the Facebook pages that the Facebook user is an administrator of. Select each page that you want to monitor.
10. To ensure the deletion of personal data (Personally Identifiable Information) from Facebook posts after the on-premise Facebook driver fetches the data, click Do not store personal data.

    This action is not retroactive. Pre-existing personal information remains in the UCS database.

11. Click Update & proceed.

6. Define an Admin user for the account

You will also have to create a new admin user login and password in order to facilitate communication with Digital Messaging Server.

1. Click Users in the left navigation menu. The Users screen is displayed.

Users
2. Click +Add User. The New User screen is displayed.
   

   New User
3. In the First Name field, type the company's name followed by a 1; for example, Genesys1.
4. In the Last Name field, type admin.
5. In the Email field, type an email address using a format like the following: Genesys1_Admin@GenSocialEngage.com. Copy and paste this email address to your notepad file as it will be used for a later step of the deployment.
   Important

   This email address will not be used for sending or receiving emails. It is only used to manage logging in, and communications between the cloud and on-premise components of Genesys Social Engagement.
6. Make sure that Admin is selected in the Roles field.
7. Click Create.
8. Now return to Users. You should see a list of the users associated with the account that you have set up.
9. Click Reset Password for the admin user that you have just created.
10. Enter a new password, and make a note of it (copy and paste to your text file); also make a note of associated email address. You will use them in a later step of the deployment.

Production toggle

You can toggle between production and non-production (lab, staging, test) modes using a switch in Hub.

1. Log in to Hub.
2. Click Channels in the left-hand menu to get a list of the channels you have access to.
3. Select a channel and click Edit.
4. Slide the toggle to the right to engage Production mode.
   

Note the following:

• Internal Service Level Agreements (SLAs) apply only to accounts in production mode.
• Genesys carries out recovery, or assists with it, for Production accounts only.
• Production mode is indicated in reports.
• Production mode requires all required licenses to be in place.
• Switching to Production mode creates a distribution list to send emails and updates in the Hub Status page.
  

Best practices for managing keywords in Twitter service channels

When setting up a Twitter:Service channel, you have the option to add any text in the Keyword field. It is important to use only appropriate keywords. If your keywords are very common or popular, your inbound feed may be cluttered with too many useless posts. In extreme scenarios, Twitter may cut off access to data if the data volumes are too high. This might occur for example if you were to input keywords such #awesome or hello.

Warning

If a channel's inbound traffic exceeds 300 tweets per minute for a certain keyword, the keyword is removed from the channel automatically. The keyword can be added back by the admin account after 3 days, when the keyword gets unblocked. However, users can request the Genesys representative to add the keyword back before the 3 days block period expires. Users can run recovery on the missing data after the keyword has been added back and there is no risk of the keyword getting blocked while data recovery is running as the recovery uses a different API.

If one were to set up a channel to monitor mentions of Genesys on Twitter, some appropriate keywords and phrases would include: @Genesys, #Genesys, and Genesys software.

It is essential to check that keywords you use are not too broad or ambiguous. Go to https://twitter.com/search-home and check the keyword(s) you plan to use (one at a time). You will need to view the search results and assess the results. If there were a company called "United Ultra Local Bank Inc." one might be inclined to use the keyword #United. This would be a mistake, as it would source a flood of unnecessary posts from Twitter users that are submitting posts relating to #United Nations, #United States, Manchester #United, and so on. Even worse would be #Check, savings account, #balance, or overdraft as these are even more generic.