Genesys Cloud CX

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  • 1.  Social Media Integration With Bot Flows

    Posted 07-06-2022 08:21
    Hi Everyone

    My customer is looking to integrate social media direct messaging and want to explore the possibility of first servicing those interactions with a Bot.
    Is this possible using Genesys Bot Flows please?  I'm not even going into whether it's a great customer journey 😊

    Kind Regards

    Philip Thys
    British Telecommunications PLC

  • 2.  RE: Social Media Integration With Bot Flows

    Posted 07-07-2022 09:42
    Hi Phillip,

    I will share my experience, it is not much really, we enable a WhatsApp in our organization just to test a simple bot flow (100% using Genesys Cloud native tools). So far, with WhatsApp you coud offer a menu to the customer then route the conversation to a queue or call a data action and do other actions. I have not tested with other social media channels like twitter or facebook yet.


    Saugort Garcia
    Interacciones Inteligentes S.A.

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