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Facebook/Twitter integration with genesys cloud

  • 1.  Facebook/Twitter integration with genesys cloud

    Posted 11-12-2020 10:00
    Edited by Mariano Martinez 11-12-2020 15:36

    Hi there i'm about to start a twitter and FB integration with my customer gensys cloud org, but i was wondering if there's anything i need to know besides the help site when it comes to requirements to have it working.

    Is there any facebook wall and/or twitter wall receiving those messages in the roadmap?

    what about instagram?

    does the integration work with facebook business suite?

    thanks and kindest regards


    #ArchitectureandDesign
    #DigitalChannels
    #Routing(ACD/IVR)

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    Mariano Martinez
    Interaxa S.A.
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  • 2.  RE: Facebook/Twitter integration with genesys cloud

    Posted 12-11-2020 06:01
    hi Mariano,

    did you had an answer regarding Instagram Direct received?

    ------------------------------
    Rogier Thomas
    Cloudoe BV
    ------------------------------



  • 3.  RE: Facebook/Twitter integration with genesys cloud

    GENESYS
    Posted 12-14-2020 09:42
    Hi Mariano,

    All the information you would need to set up Facebook Messenger and Twitter integrations is available in the Resource Center. Messenger is fairly simple to set up - you simply need to be an Admin of a Facebook Page you want to connect, and log into Facebook through the Genesys Cloud Admin UI. Twitter requires that you create an App for API access, and your credentials are imported into Genesys Cloud.

    We are laying the groundwork for Facebook Public / Social posts and aim to support this in 2H 2021. We are looking into Instagram currently, though the API is still in early access. We expect to be able to access the IG-Direct API sometime in Q1 2021 to start the work and be able to support IG by end of Q2.


    Best wishes,



    ------------------------------
    R. J. Smith
    Genesys - Employees
    ------------------------------



  • 4.  RE: Facebook/Twitter integration with genesys cloud

    Posted 12-14-2020 09:50

    Thank you very much R J

    I was able to connect with fb without any issue, i'm still waiting if the customer wants this integration or if he prefers to wait for more functionality. With the information you just provide now i can make a more educated estimation regarding the public posts. 

    Do you know by any chance if this only regards FB or if twitter will work too? 

    Thanks again for your response.



    ------------------------------
    Mariano Martinez
    Interaxa S.A.
    ------------------------------



  • 5.  RE: Facebook/Twitter integration with genesys cloud

    GENESYS
    Posted 12-14-2020 10:18
    Hi Mariano,

    > Do you know by any chance if this only regards FB or if twitter will work too? 


    Currently the public / social plan is only for Facebook. Twitter is making some API changes and we're in the process of determining how we can best support these changes for social functionality.



    ------------------------------
    R. J. Smith
    Genesys - Employees
    ------------------------------



  • 6.  RE: Facebook/Twitter integration with genesys cloud

    Posted 04-15-2021 01:06
    Hello,

    Can I just clarify, since the merge of Facebook and Instagram into the messenger app are we now able to integrate Instagram DM's or is this not yet ready on your side?

    Thanks,

    Kelly

    ------------------------------
    Kelly Allen
    HelloFresh
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  • 7.  RE: Facebook/Twitter integration with genesys cloud

    GENESYS
    Posted 04-15-2021 13:15
    Hi Kelly,

    We are starting the work on IG-Direct as soon as possible. The API is still in beta currently and was delayed slightly from Facebook's original planned GA date. Supporting Instagram is still a very high priority for us and we plan to be fully in progress soon. We're targeting end-of-Q2 but it's possible we'll see an early Q3 release.

    ------------------------------
    R. J. Smith
    Genesys - Employees
    ------------------------------



  • 8.  RE: Facebook/Twitter integration with genesys cloud

    Posted 06-13-2021 04:59
    Hi RJ

    Where are things at now with being able to support public/social/page posts etc rather than just messenger?  Will this also then include Twitter/mentions etc?

    I'm looking at social media for a customer and at the moment a lot of functionality gaps means them having to use a third party appfoundry product so it would be great if this social media stuff was becoming more natively supported.

    ------------------------------
    Vaun McCarthy
    NTT New Zealand Limited
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  • 9.  RE: Facebook/Twitter integration with genesys cloud

    Posted 12-14-2020 09:47
    Hi Rogier, just did. check the response from R.J. Smith

    ------------------------------
    Mariano Martinez
    Interaxa S.A.
    ------------------------------



  • 10.  RE: Facebook/Twitter integration with genesys cloud

    Posted 06-29-2022 11:06
    Hi everyone,

    Is there any update on when wall posts on Facebook & other social media platforms will be integrated into Genesys Cloud?

    Thanks
    Daniel

    ------------------------------
    Daniel
    ------------------------------



  • 11.  RE: Facebook/Twitter integration with genesys cloud

    Posted 06-29-2022 12:25

    Hi Daniel,

     

    Talk to this AppFoundry vendor; CX Index. They have to my believe the fitting answer

     

    Best regards,

     

    Rogier Thomas