Genesys Cloud - Main

Hello Team,

Is there an option to send auto reply to a public post for social channels?

Architect send response action doesn't work.

Thanks,

Hi Mohamed,

From what I’ve seen, social interactions are handled by agents manually accept the interaction, then respond public/private from the UI as described in this Genesys doc:
https://help.mypurecloud.com/articles/accept-and-respond-to-a-social-listening-interaction/

I couldn’t see anything there that mentions Architect, auto-reply, or an automated response for public social posts. So it looks like auto-responding to public social posts isn’t supported natively today.

Hope this helps, and others may be able to add more if they’ve found a workaround.

Hi Mohamed,

Just to add one more point  the Send Auto Reply action in Architect appears to be for email interactions only I believe.

Hello Mohamed,

I know that you can set up auto-responses to inbound messages on platforms like Facebook, WhatsApp, Apple Messages, etc. but for public posts, we don't currently have a native way to automatically respond to public posts. We do currently have an idea in the Product Ideas Lab that you may want to check out. I also know that there is an addon in the AppFoundry that may also be helpful.