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.comhttps://www.ttecDigital.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 07-24-2023 21:39
From: Ebrahim Shamouli
Subject: Is It Possible To Recover / Proceed The Social Media Interaction?
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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