Genesys Cloud - Main

HI Team,

I am trying to check how can we control the Agent' s reply to customers in social media.

For example there is an interaction received through social media and now agent to reply to customer, we need a mechanism where a Supervisor can Review the same and check if words or sentences which are not appropriate to post which impacts the Company's image.

Can anyone assist on this how can we achieve this requirement?

#DigitalChannels

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Hanumanthaiah Thimmaiah
Black Box Limited
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Nothing now and not very soon.  With the new Work Items, you could probably design some process automation to do this, but we can't at this time intercept that outbound message to go somewhere else.

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Robert Wakefield-Carl
TTEC Digital, LLC fka Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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Original Message:
Sent: 02-10-2023 01:37
From: Hanumanthaiah Thimmaiah
Subject: Control Agents Posts or Reply on Social Media

HI Team,

I am trying to check how can we control the Agent' s reply to customers in social media.

For example there is an interaction received through social media and now agent to reply to customer, we need a mechanism where a Supervisor can Review the same and check if words or sentences which are not appropriate to post which impacts the Company's image.

Can anyone assist on this how can we achieve this requirement?

#DigitalChannels

------------------------------
Hanumanthaiah Thimmaiah
Black Box Limited
------------------------------

I would suggest that one volume picks up, it will become impractical to monitor in this way anyway.

I would recommend thinking about these channels in the same way as you do voice. You don't have someone verifying every word an agent says on the phone before the customer hears it, to ensure that there are no words or sentences which are not appropriate to say which impacts the Company's image. Instead you fundamentally trust your agents to be professional, but verify this through recordings and evaluations of a sample.

If you truly want Supervisors to control the outbound messaging, you may as well have them reply to the customers themselves.

Just my 10 cents.

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Paul Simpson
Eventus Solutions Group
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Original Message:
Sent: 02-10-2023 01:37
From: Hanumanthaiah Thimmaiah
Subject: Control Agents Posts or Reply on Social Media

HI Team,

I am trying to check how can we control the Agent' s reply to customers in social media.

For example there is an interaction received through social media and now agent to reply to customer, we need a mechanism where a Supervisor can Review the same and check if words or sentences which are not appropriate to post which impacts the Company's image.

Can anyone assist on this how can we achieve this requirement?

#DigitalChannels

------------------------------
Hanumanthaiah Thimmaiah
Black Box Limited
------------------------------