Twitter direct message as chat

[cavagnaro]

Hi guys,
For those who use Twitter as a channel with Genesys, how do you handle with your customers the fact that DM are not treated as a chat? Each message is a new tweet and is kinda annoying/useless for agents to work in that way.
I know we can group a few tweets before sending them to the agent, but if customer replies immediately that tweet is not show to agent until he finishes his current interaction...
Any inputs? Seems that Genesys is not very interested in fixing this bad feeling
We are about to lose an integration because of this among other things.


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[hsujdik]

It looks like it's on the roadmap for 1H 2018:
https://genesyspartner.force.com/customercare/servlet/fileField?id=0BE0B000000TsIY

(Slide 10): Persistent Agent view for Twitter Direct Messages

(thanks to Rutger who gave the idea to look into the products roadmap )

[cavagnaro]

  Nice
Thanks for pointing it out


Yet, wondering how is today handled in current installations...I mean, which business strategies have been adopted

[raza990]

I remember, we had the some concern from customer where every tweet routed separate to customer. so we use the update Genesys business process for Twitter DM where it make a queue of messages from same customer till x minutes (configurable) then push all queued  messages as a single interaction to agent.

You can check the latest twitter DM BP.

[cavagnaro]

Yeah I have that, but even in that way the agent can't chat fluently with a customer. After he replied to last bunch of grouped tweets, bye, new group had to come later


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