Set up Facebook and Twitter

Important

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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.

1. Configure channels in Genesys Hub

Contact your Genesys representative to access Genesys Hub and then complete the steps on Integrate with Genesys Hub to setup your connections to Facebook and Twitter.

2. Enable Digital Shared Services

Work with your Genesys representative to enable service channels in Agent Setup to connect to the channels you created in Genesys Hub. Later when you create a Designer application to route social media interactions, it will pull the data from these channels.

3. Configure Agent Desktop

You should go through the normal process to configure any necessary desktop options for the agents in your contact center, in particular Facebook and Twitter options. See the Agent Setup documentation for more information.

4. Create a Designer application

Create a Designer application to route social media interactions to the right agents. Note: You should see the service channel you created in step 2 listed under Manage Digital Endpoint in Designer.

Related documentation

See how users handle social media interactions in Agent Desktop:

• Facebook and Twitter for agents.
• Facebook and Twitter for supervisors.