Social Media Configuration

Social media configuration includes the following tasks in Interaction Administrator:

• Load the social media licenses: I3_FEATURE_SOCIAL_MEDIA and I3_ACCESS_ACD_SOCIAL_MEDIA

• Configure users and stations to enable ACD Social Media.

• Specify how many social conversation interactions an agent can receive via ACD.

• Specify the workgroup target service level for handling social conversation interactions.

For more information, see Social Media Configuration in the PureConnect Social Media Technical Reference.

Social media configuration includes the following tasks in Interaction Connect (requires the Social Media Admin right):

• Enable social media in Interaction Connect.

• Create a social media account in Interaction Connect.

• Configure social media channels.

• Set up Facebook channels to associate workgroups with Facebook pages.  Posts and replies on a configured page become social conversation interactions that are routed to the associated workgroup.

• Set up Twitter channels to associate workgroups with Twitter handles and keywords. Any tweet that mentions a configured Twitter handle or contains a keyword becomes a social conversation interaction that is routed to the associated workgroup.

For more information about configuration tasks, see the PureConnect Social Media Technical Reference.

For more information about social media in Interaction Connect, see Social Media in the Interaction Connect help.

Conditional Release of CX Insights and Social Media Features