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Station Configuration

Station configuration settings in Interaction Administrator indicate whether an agent connected to a station can receive social conversation interactions.

ACD Social Media option

 

 

 

 

ACD WhatsApp option

Enables or disables routing of Facebook and Twitter social media interactions to an agent connected to the station.

 

 

 

 

Enables or disables routing of WhatsApp interactions to an agent on the station.

Interaction Administrator > Station Configuration > Licensing

Note: ACD routing of social media interactions works when either the station or the user has the ACD Social Media access license.