Social Media Direct Messages

Social Direct Message is a new interaction type that enables agents to respond to private messages sent to your corporate Facebook page or directed at your corporate Twitter handle. Interaction Connect users can now receive and reply to these ACD-routed social media interactions in the familiar Current Interactions view. For more information, see Social Media.

Administrators can configure different ACD workgroups for social media conversations and direct messages. For more information, see Configure Facebook channels and Configure Twitter Channels.

Agents can review and acknowledge scorecards or review recordings of their direct message interactions in the My Quality Results view. See Social Direct Message Scorecard.

Special Notice: PureConnect does not support secure input in social media conversations or direct messages. Do not include credit card numbers or other sensitive information in your replies and discourage your customers from doing so.