Hello Matthew,
Thanks for your reply. Sorry if I wasn't specific about the steps in the process. We need to send a direct Twitter message (to the Twitter follower), before the interaction ends. That is, when inserting the chain associated with the "BundleClose" of the Marked done button ("InsertCommandToChainOfCommandBefore"), trigger the message and as the last step end the interaction.
In this scenario, to send a direct Twitter message, we look for examples of the WDE Social Media Plugin, but cannot find them.
We appreciate your help.
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Felipe Alegria
Interacciones Inteligentes S.A.
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Original Message:
Sent: 05-31-2021 10:10
From: Matthew West
Subject: WDE - Send Twitter direct message
Hello Felipe,
The eServices team confirms that the functionality described in the WDE Agent Help. Once a Twitter interaction is marked done, it cannot be reopened.
Has your organization considered Genesys Web Services with Workspace Web Edition and Genesys Digital Channels? This offering enables your organization to move to the Cloud and to take advantage of the new Digital Channels Conversation and Communications tabs to continue conversations after an interaction is completed. (the restriction that the contact must be a follower of your organization is still in place due to Twitter regulations).
https://all.docs.genesys.com/PEC-AD/Current/Agent/ADTwitter
https://all.docs.genesys.com/PEC-DC/HIW
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Matthew West
Staff Technical Writer
Genesys Cloud Services
Original Message:
Sent: 05-28-2021 08:01
From: Felipe Alegria
Subject: WDE - Send Twitter direct message
Thank you Matthew!
About the information "Reply by Direct Message", it's the same scenario that we have now, with an active interaction of a Twitter follower. In the last stage of communication, when the agent presses "MarkDone" button, we must send a direct Twitter message.
We remain attentive to the information from eService team.
Thanks Again.
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Felipe Alegria
Interacciones Inteligentes S.A.
Original Message:
Sent: 05-27-2021 10:56
From: Matthew West
Subject: WDE - Send Twitter direct message
Hello Felipe,
I have sent a message to someone on the eServices team that is responsible for the WDE Social Media Plugin. When I hear back from them I will let you know what they say.
In the Workspace Desktop Edition Agent Help I found the following information:
Reply by Direct Message
When the Twitter message author is a follower, you can send a direct message to the author as a form of reply.
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Matthew West
Staff Technical Writer
Genesys Cloud Services
Original Message:
Sent: 05-26-2021 08:33
From: Felipe Alegria
Subject: WDE - Send Twitter direct message
Hi everyone, Actually we have been researching the social media plugin for WDE, because we received a request where it is necessary to develop an integration that sends a "direct Twitter message" interaction like we do today with the "Send direct message" button. That action must be done when you press the "Markdone" button. However, we have not been able to find examples or related information about "Send twitter direct message" via Social media pluging or another tool.
I'll apreciate your help.
Thanks in advance.
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Felipe Alegría
Interacciones Inteligentes S.A.
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#Integrations
#Omni-ChannelDesktop/UserInterface
#Unsure/Other
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Felipe Alegria
Interacciones Inteligentes S.A.
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