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How Social Media Processing Works

As an administrator, you create one or more channels for Facebook and Twitter.

  • A Facebook channel associates a CIC workgroup with a Facebook page.

  • A Twitter channel associates a CIC workgroup with a set of keywords and Twitter handles.

PureConnect pulls messages from Twitter and Facebook and passes them to the CIC server for processing as interactions. Each interaction is routed to the workgroup that is associated with the channel that pulled in the message.

Facebook example

An organization wants to manage messages that customers post on its corporate Facebook page. They create a channel that associates that Facebook page with a CIC ACD workgroup. Any messages posted to the page become interactions that are routed to the workgroup.

The company might also have regional or location-based Facebook pages, for example, and can associate those pages with workgroups.

PureConnect processes Facebook social conversations as follows:

  1. A Facebook page visitor posts a message on the company's Facebook page.

  2. The message becomes a social conversation interaction and ACD routes it to an agent.

  3. The agent receives and picks up the interaction in Interaction Connect, just as they receive and pick up other types of interactions. The agent can also place the interaction on hold and can disconnect it when the conversation ends.

  4. The agent replies to the interaction.

  5. The social media processor updates the interaction with any replies and the replies appear as comments on the company's Facebook page.

  6. The Facebook page visitor replies to the comment or adds another comment, and then the social media processor adds the reply to the conversation and notifies the agent.

Twitter example

A company wants to manage Twitter messages that mention its name. They create a channel that associates their Twitter handle (@companyname) with a workgroup. Any tweet that mentions their handle becomes a social conversation interaction that is routed to the workgroup. They also associate keywords with a channel so that all tweets that include those keywords also become interactions.

The company also wants to track messages that mention a competitor and their competitor's product. They associate the competitor's handle with a channel and add the competitor's product name as a keyword.