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  • 1.  Facebook- Targeted Paid Campaign Activity

    Posted 05-04-2023 19:42
    No replies, thread closed.

    Hi There,

    Customers will have targeted paid campaign activity on FB and they wanted to include a contact option in the campaign post such as "send message" (similar to adding messenger to the post).

    If the customer clicks the "send message" in the target campaign post (dark post) will that be routed to GC agents using FB messenger?  Is this scenario achievable using GC FB integration? 

    I know, from the FB page, we can create a post and include a messenger option for interaction routed to GC. Not sure about FB paid campaign posts with the messenger option. Any thoughts?

    Note: This is not the scenario of leaving comments on dark posts.


    #DigitalChannels

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  • 2.  RE: Facebook- Targeted Paid Campaign Activity

    Posted 08-06-2023 21:25
    No replies, thread closed.

    Not really sure you would get a definitive answer from Genesys on this one nor from the group.  I frankly have never heard of the type of post.  All I can say is to just try it and see.  If it does not work, then open a ticket with Genesys Support and see what they say.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Facebook- Targeted Paid Campaign Activity

    Posted 08-06-2023 22:27
    No replies, thread closed.

    @Robert Wakefield-Carl thank you, for looking into it. 

    FYI: update:

    Upon further investigation, All FB paid campaign activity posts are linked to the customer's FB page in the Ads Manager and the customer doesn't want to create a separate page for the campaign post. At the same time, the customer requested the following scenario,
     
    All paid activity campaign post messenger (send a message ) should be routed to Genesys cloud.
    Also, when the customer connects directly via Messenger (i.e. not a Facebook campaign post) from the customer's FB page. The message stays within the limits of Messenger without routing to GC. 

    I know in GC, the FB page is linked and any message sent to that page will be routed to GC.  Since the same FB page is associated with campaign posts,  ie. Is it possible to segregate the messenger traffic?

    I have reached out to the Genesys team and it is not possible to split the messenger which is linked to the same FB page as all messages arrive in the page's messenger inbox, all should be routed to Genesys Cloud.
     
    Following are the options presented.
     
    • Front the whole inbox with a bot and use it to find out what the customer is after. Then route interactions to different queues on that basis.
    • Create a new FB page for the campaign post.



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  • 4.  RE: Facebook- Targeted Paid Campaign Activity

    Posted 08-07-2023 00:20
    No replies, thread closed.

    That all makes sense, but you would expect that the addressing information should be different between the two channels.  I would suggest you capture all the from and to and other messaging data and write it to participant attributes as it comes into the messaging flow then inspect them to see if there is any difference between them. 



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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    Original Message


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