Handle messages from social media

Social media such as Twitter and Facebook can also constitute contact channels for the customer service. Incoming Twitter and Facebook contacts are seen and are then handled as emails/workItems when it comes to configurations of the agent application, queues, and routing.

Twitter

With an automatic search on the Internet you can receive all Twitter entries concerning your business to the contact center.

Messages are fetched from Twitter, and are routed as work items and displayed in the work item support function integrated in CallGuide Agent. See Work Item – a task in another system.

When the answers are sent out from CallGuide Agent they are published as entries, in the forum where they belong. Also see Handle tweets in CallGuide Agent.

Some specifics in configuration of Twitter are the following:

• The entrance for the Twitter work items is specified in The Email and Work Item accounts window,
• You need to create a separate task type for Twitter. See Task type assignment for email and work item.
• There are a number of Twitter related system parameters in CallGuide Admin, such as
  • activating the option of importing Twitter entries to Telia CallGuide and to open the Twitter window in CallGuide Agent,
  • specifying which CallGuide Work Item server that will be used,
  • specifying the URL for your CallGuide Interface Server, since the content in the Twitter window in CallGuide Agent is downloaded from a web server in CallGuide Interface Server.

  All decribed in System parameters for interfaces.

Facebook

If you want your company’s Facebook contacts to be seen among the other contacts you can have CallGuide route you company’s Facebook events as work items to the agents. The core is CallGuide Facebook Adapter, partly configured via System parameters for interfaces. For more exact instructions see Configuration Instructions CallGuide Facebook Integration.

Aside from CallGuide Facebook Adapter you need:

• a Facebook account, on https://www.facebook.com/,
• a licence for email. See Licence terms,
• an email queue for Facebook contacts. See Add new skill based queue or waiting list and The Routing of contacts window. To route the Facebook contacts to skills you can use text analysis, as described in Methods for categorisation,
• a task type for Facebook. See Task type assignment for email and work item,
• a work item account configured in the The Email and Work Item accounts window.

The contact is handled in CallGuide Agent and the very dialogue is carried out in the actual Facebook account’s window, automatically opened in a separate web browser on the agent’s computer. See Facebook posts as work items.

The agents to handle the Facebook contacts must have

• skills to serve the Facebook queue
• access right to the incoming email service
• a web browser with Internet access in the computer

Also see Basics about CallGuide WorkItem.