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  • 1.  Social Media Channel

    Posted 01-29-2021 15:09
    No replies, thread closed.
    Hi,

    Is there a feature in Genesys Cloud that would allow businesses to monitor and listen to any mentions in social media like twitter, facebook, instagram or yelp and route it as an interaction to an Agent?

    I found the Social Engagement in the Genesys Cloud Solutions page but it says "Future Release."
    Is there any estimate to when it will be released?
    #Ask Me Anything (AMA)
    #DigitalChannels
    #Roadmap/NewFeatures

    ------------------------------
    Nhel
    Tykans Group Inc
    ------------------------------


  • 2.  RE: Social Media Channel

    Posted 01-29-2021 15:17
    No replies, thread closed.

    Twitter & facebook yes.  Instagram & yelp no.

    https://help.mypurecloud.com/articles/about-message-platforms/



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    Melissa Bailey
    Genesys - Employees
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    Original Message


  • 3.  RE: Social Media Channel

    Posted 01-29-2021 15:48
    No replies, thread closed.
    I believe it is only DM (Direct Messaging) today with Facebook and Twitter.   Years ago we could listen but that is no longer available.

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    Martin Bunting
    i3Vision Technologies Inc.
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    Original Message


  • 4.  RE: Social Media Channel

    Posted 02-01-2021 13:52
    No replies, thread closed.

    Hi Melissa and Martin,

    Thank you very much for your response.
    It seems we would need a different solution to be able to listen to social media mentions for now.



    ------------------------------
    Nhel
    Tykans Group Inc
    ------------------------------

    Original Message


  • 5.  RE: Social Media Channel

    Posted 02-02-2021 02:33
    No replies, thread closed.
    You could look at AppFoundry options such as PureSocial but they don't list Yelp.

    https://appfoundry.genesys.com/filter/genesyscloud/listing/567d27bb-ea97-4783-9c5e-af399bbbfb9d

    ------------------------------
    Richard Chandler
    Conn3ct
    ------------------------------

    Original Message


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