Facebook Interaction

Interaction Workspace enables you to handle social media interactions from the Facebook website. This topic is also covered in the Workspace Desktop Edition User's Guide.

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This topic includes the Facebook Session Interaction Window, which you use when replying to a private message.

For the following actions, see:

• Mark multiple interactions as Done in Workbin
• Delete multiple outbound interactions from Workbin
• Have an Instant Message consultation
• View contact information and history

Display Facebook User Profile Information

Click the Show Info button to open a user profile tab. You can also click the user name to open the Facebook page with user profile information.

The author's gender appears in the user profile. The author's gender also displays as an icon: Male or Female .

View Case Data

The Case Data (attached data) view provides information about an interaction—for example, an account number or type of service. Your system administrator configures which attached data is displayed.

Display the Number of Facebook "Likes"

The number next to the thumbs up icon indicates the number of likes.

Expand or Collapse the Comments View

You can expand the Comments by clicking View. After clicking View, Hide appears so you can close up the comment. You can also select Expand All or Collapse All in the Comments view to view/hide all comments at once.

View the Total Number of Comments and Show More Comments

Click the Show Info button link= to open the user profile, then click the Post tab to view the total comments count.

Total comments also appears above the original post. Your administrator configures the number of comments to display per page. If the number of comments exceeds the configured number, Show more appears. Click Show more to view additional comments.

Display the Actionability and Sentiment of the Facebook Interaction

When a Facebook interaction arrives, you can view Actionability and Sentiment icons, which could have one of the following values or be undeclared:

• Actionability—Possible values are Actionable , Not Actionable , or undeclared .

• Sentiment—Possible values are Positive , Negative , Neutral , or undeclared .

Actionability and Sentiment are based on the classification and screening results obtained from Genesys Knowledge Management.

Actionable Facebook posts are colored yellow and non-actionable are colored gray or white. Facebook comments are automatically expanded and colored yellow if they are actionable, and collapsed and colored gray or white if they are non-actionable. Each Facebook comment has its own actionability and sentiment icon, which could be updated by the agent if necessary.

Update the Actionability and Sentiment of the Facebook Interaction

While processing the interaction, you have the option to change the value of the corresponding Actionability and Sentiment key by clicking the related icon and then choosing the correct value.

Like or Unlike

Like or unlike a post or comment by clicking Like or Unlike. The Liked by Agent icon link= appears on liked posts.

Reply to the Original Routed Facebook Post

The original routed post is on the left-hand pane, under the Case Information area. Subsequent comments are indented underneath. To reply to the original post, click Comment. Enter your comment, right-click, and select Spellchecking. You can also copy and paste selected text. When through, click Send. Agent Workspace associates your comment with the post.

Reply to a Facebook Comment

Subsequent comments are indented underneath the original-routed post. Click the applicable Comment, enter your comment, have it spell-checked, and click Send. You can also copy and paste selected text.

Access Images and Files Attached to Private Messages

If an inbound Private Message has attached images or other files, a list of file attachments and links to any images is appended to the message. You can:

• Click a link in the message to display an image
• Click FBPM Inbox URL in the Case Information area. This takes you to a page showing all conversations for this Page, where you can display the images and download non-image files.

Replying to Private Messages

You can reply to a private message from a user (you cannot send new private messages). To do so, you must be logged in to either or both of the special channels Facebook (Session Mode) and Facebook Private Message.

Interaction is Connected

• If the interaction is in the Connected status, the reply area is active, enabling you to enter text as in the Figure below. When you are done, you can click Send in the lower right corner. frame|center|Entering Text in Reply Box
• You can also select Facebook Private Message from the drop-down under the contact's name, as in the following Figure: frame|center|Private Message in Drop-down You then have a new private message area to enter text in. frame|center|Entering Text for New Private Message
• Finally, you can create a reply from the History pane, as described in the next item.

Interaction is Disconnected

If the interaction is in the Disconnected status, you can reply in the following ways:

• By selecting Facebook Private Message from the pulldown under the contact's name, as described in the previous section.
• By selecting the interaction on the History tab, then clicking the Reply icon link= that appears above the list of interactions. A reply area opens in which you can enter text.

Channel Dependencies

• If the message has not timed out, you can reply if you are logged in to either Facebook (Session Mode) or Facebook Private Message.
• If the message has timed out, you must be logged in to Facebook Private Message in order to reply.

Emoji and emoticon support

Workspace supports standard Facebook emojis and emoticons. You see best results when the Segoe UI Emoji font is installed on your system.

In general, Workspace supports Unicode 6 emojis, but does not support the , , and emojis. These emojis display as empty boxes in both posts and private messages.

Other Actions

• You can send further private messages as replies to an inbound private message. They are threaded with the original inbound private message as their parent.
• You can move a private message that you are working on into a workbin. From there you can perform the standard workbin actions (open, move, ....)

Create a New Post

From the Agent Icon dropdown or Gadget dropdown,

1. Select Post Update, then Facebook. A new message window appears.
2. Select an account from the drop-down list.

Attach an Image

You can attach an image to an unsolicited outbound post.

To attach an image, click the Add Picture icon link=, then use the resulting dialog box to navigate to the desired file. This icon appears below the text box.

Use the Standard Response Library

When replying to a post or comment, you can insert a standard response. Click the vertical Responses button in the middle of the window to open a Standard Response library. You can search by keywords or open folders and view the responses.

When you click Comment or create a new post, an additional icon with the plus sign is displayed. After you click it, the standard response content is added to the message. If the standard response includes an attached image, the attachment is inserted as well. Currently you can attach images only to new unsolicited posts.

Your system might be set up to enable you to automatically insert a response by typing a pre-defined shortcut keyword.

Search Using a Clickable Hashtag

Facebook users can employ the # symbol, called a hashtag, to mark keywords or topics in posts, which can help you find other posts of interest. Clicking a hashtagged word in any message takes you to a Facebook page that lists all other posts in that category.

Delete

Delete an Outbound Interaction

To delete an outbound interaction, click the Delete button 25px|link= on the toolbar at the top of the interaction window.

Delete a Comment or Post

To delete a comment or a post, click Delete.

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The item can be deleted if this action is allowed by the author of the post and you have the permission to delete a post or comment.

Reply to a Facebook Interaction Using Another Media

You can reply using a voice call, email, or SMS. interaction Workspace can present a drop-down list of available channels to access a contact.

If as an agent, you learn other contact information (not Facebook-specific), such as a contact's phone number or email, you can manually enter this on the Information tab. The corresponding choice for other media channels will then appear when you click the arrow to the left of the Contact’s name.

If a channel is not configured or the contact information for this channel is absent, "No possible action" is displayed.

Place Interactions in a Workbin

To place an interaction, inbound or outbound, in a workbin, click the Move To Workbin button 25px|link=.

Consult with Another Agent Using Voice

Click the down arrow on the Start a Consultation button 30px|link= and select the Type of target. Click the magnifying class to search by name or phone number.

Transfer to an Agent Group, Agent, Interaction Queue or Skill

Click the Transfer 25px|link= button to select the Type of target. Click the magnifying class to search by name or phone number.

Select a Disposition Code

You can select the Dispositions tab and choose a Disposition code for the original routed Facebook post. For more information about how to configure and use selected Dispositions.

Select Multiple Interactions of the Same Direction in a Workbin

If a workbin contains multiple interactions that are all either inbound or outbound, you can select them all and apply an action; for example, Move to Queue or Mark Done.