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  • 1.  Social Listening/Social Escalation || Posts and comments are not getting transferred automatically as interactions

    Posted 08-10-2025 12:43
    No replies, thread closed.

    Hello Dears,

    I hope you are doing great.

    I was implementing social listening for Facebook, and the triggers created through social escalation rules (keywords) are working fine - I can see the triggered posts and comments under Performance > Workspace > Social Listening Posts.

    However, the issue is that I have to manually escalate each post or comment for it to be transferred to the queue configured in the inbound message flow.

    Is this the intended design? Is there no way to route such posts or comments automatically?

    Keyword (Weather) triggered below posts:

    Manual escalation to the queue:

    Please let me know your feedback.


    #DigitalChannels
    #PlatformAdministration
    #Routing(ACD/IVR)

    ------------------------------
    Mohamed Shaaban
    ------------------------------


  • 2.  RE: Social Listening/Social Escalation || Posts and comments are not getting transferred automatically as interactions
    Best Answer

    Posted 08-11-2025 09:54
    No replies, thread closed.

    Hi Mohamed,

    Currently the only way to route social listening posts is to manually escalate them, this is to stop queues getting overloaded.  Maybe someone else has found a workaround to route them automatically, but I would recommend adding this as an idea to the Genesys Cloud Product Ideas Lab if this is something you would like to see within the platform.



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------



  • 3.  RE: Social Listening/Social Escalation || Posts and comments are not getting transferred automatically as interactions

    Posted 08-11-2025 19:07
    Edited by Mohamed Shaaban 08-11-2025 19:08
    No replies, thread closed.

    Thank you Jillard.

    I believe this feature will not fully meet our customers’ needs. They would likely prefer integrating with a third-party solution rather than manually escalating posts and comments.


    A workaround is therefore mandatory in this case.

    Best regards,



    ------------------------------
    Mohamed Shaaban
    x
    ------------------------------

    Original Message


  • 4.  RE: Social Listening/Social Escalation || Posts and comments are not getting transferred automatically as interactions

    Posted 08-12-2025 10:18
    No replies, thread closed.

    Hi Mohamed,

    In that case, add this to the Genesys Cloud Product Ideas Lab and hopefully someone else in the community can give an idea on how/if they have found a way to automate this.



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


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