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Manage Social Media Direct Messages

Managing Facebook, Twitter, and Whats App direct messages is similar to managing any other type of interaction. You must display the Current Interaction view to respond to a social media direct message.

To manage Social Media direct messages:

Select a Social Media direct message interaction in My Interactions or other queue view and click Pickup.

Result: The interaction appears in the Current Interaction view. This view contains the exchange of direct messages with an outside party in a single interaction. For more information, see Facebook, Twitter, and WhatsApp direct messages.

Tip: To display the Current Interaction view, see Add or Close Views.

To reply to a Social Media direct message, type your message in the reply box at the bottom of the Current Interaction view, then click the Send icon.

Tip: Instead of typing a reply, see Use Response Management in a Social Media conversation. You cannot reply to direct messages in held or disconnected interactions.

Optionally, do any or all of the following:
- To display a full-sized image in a message, click the image. For more information, see Social Media Images.
- To record an exchange of Social Media direct messages, click the Snip button.
  
  Note: CIC does not support Ad hoc recordings of Social Media interactions. For more information, see Recording Types.
- To transfer an exchange of Social Media direct messages, select the interaction in My Interactions or other queue view and click the Transfer button.
  
  Note: You can transfer only to workgroups selected as Conversation workgroups. See Configure Facebook channels and Configure Twitter Channels.

When you finish the exchange of Social Media direct messages, select the interaction in My Interactions or other queue view and click Disconnect.

Tip: Or you can place the interaction on Hold and return to it later. If you disconnect a Social Media direct message, any replies or comments for the same direct message become a new interaction.