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Is It Possible To Recover / Proceed The Social Media Interaction?

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  • 1.  Is It Possible To Recover / Proceed The Social Media Interaction?

    Posted 07-24-2023 21:40
    Edited by Ebrahim Shamouli 07-31-2023 21:36
    No replies, thread closed.

    Hi,

    If customer already closed / wrapped up the social media interaction (facebook or Instagram). Assuming it is still within 72 hours of active session period, is it possible for an agent to recover the interaction and start conversation from GC (send outbound social media message)? Or only customer have the ability to continue the session?


    #Integrations
    #Omni-ChannelDesktop/UserInterface
    #Outbound

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    Ebrahim Shamouli
    Byte Information Technology
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  • 2.  RE: Is It Possible To Recover / Proceed The Social Media Interaction?

    Posted 08-01-2023 04:19
    No replies, thread closed.

    At this time, that is not possible without some customized web service to look up the old interaction and create a new outbound one (if the service supports it like WhatsApp).  There will be a future feature that allows agents to reply to closed interactions, but not sure if this will include social media. @Atsushi Hirano is that in your purview?  



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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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