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Channel Configuration

As an administrator, you can create and configure channels in Interaction Connect. Each channel associates a Facebook page, Twitter handle, or WhatsApp phone number with an ACD workgroup.

Facebook channels associate Facebook pages with ACD workgroups. Facebook conversations on the specified page become social conversation interactions and are routed to the specified workgroup.

Twitter channels associate Twitter handles and keywords with ACD workgroups. Tweets that include the specified Twitter handles or the specified keywords become social conversation interactions and are routed to the specified workgroup.

You can add and configure channels in Interaction Connect, as long as you have the Social Media Admin right.

To enable social media, add a social media account, and configure Facebook, Twitter, and WhatsApp channels, refer to the Interaction Connect help.