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. There is an idea in the in the Product Ideas Lab that our Product Management team has marked as Future Consideration but I do not have an ETA or any other info at this time. I also know that there is an addon in the AppFoundry that may also be helpful.

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Jason Kleitz
Online Community Manager/Moderator
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Hi Jason, when i try to open the idea to vote, i received an error saying

" Record not found

We could not find the record you requested because either:

• The record was deleted
• You don't have permission to see the record

Please contact the administrator for this portal if you believe this is an error."

The idea change?

Also, is there any other AppFoundry that can help for this?

Regards

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Gustavo Montoya
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Hello Gustavo,

My apologies. I did not see that that feature request is currently not visible to those outside of our organization. I am not aware of another entry in the AppFoundry, but this page should have a search bar and filter that may help you find what you're looking for. 

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Jason Kleitz
Online Community Manager/Moderator
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