Social Media Interactions

Interaction Connect users can now receive and reply to ACD-routed social media interactions. These social media interactions are inbound Facebook and Twitter messages. Social Media interactions are available only in Interaction Connect. Social Media interactions do not appear in Interaction Desktop.

Note: In a future release, social media interactions will also include Facebook and Twitter private (direct) messages.

Requirements: To manage Social Media interactions, agents need the ACD Social Media license. These agents must also belong to a workgroup selected as a Conversation Workgroup for a Social Media Channel. The workgroup must also have an ACD queue. For more information, see PureConnect Social Media Technical Reference in the PureConnect Documentation Library.

Agents manage social interactions in the familiar My Interactions and Current Interaction views. For more information, see Social Media.

Conditional Release of CX Insights and Social Media Features