Genesys Cloud - Main

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.

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

Original Message:
Sent: 08-10-2025 12:43
From: Mohamed Shaaban
Subject: Social Listening/Social Escalation || Posts and comments are not getting transferred automatically as interactions

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
------------------------------

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:
Sent: 08-11-2025 09:53
From: Samuel Jillard
Subject: Social Listening/Social Escalation || Posts and comments are not getting transferred automatically as interactions

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

Original Message:
Sent: 08-10-2025 12:43
From: Mohamed Shaaban
Subject: Social Listening/Social Escalation || Posts and comments are not getting transferred automatically as interactions

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
------------------------------