• Contents

Social Media

The PureConnect social media features allow your contact center agents to receive and reply to inbound Facebook and Twitter messages, Facebook private messages, and Twitter direct messages. PureConnect also contains features for social media recordings and analytics.

Get Started

How Social Media Processing Works

Social Media Related Applications


Social Media Components

Release Notes

Release Notes Web app


Social Media Documentation

PureConnect Social Media Technical Reference




Social Media Configuration

Configure Social Media

Configure Facebook Channels

Configure Twitter Channels

Configure a Whats App Channel

Supervisor Features

Playback a Social Media Conversation

Playback a Social Direct Message

Interaction Statistics


Agent Features

Managing Social Media

Facebook Conversations

Facebook Direct Messages

Twitter Conversations

Twitter Direct Messages

WhatsApp Direct Messages

Use Response Management in a Social Media Interaction

Developer Resources

Toolsteps and Initiators


Additional Resources

PureConnect Community