Facebook and Twitter Intergration

[singhisking]

Hello SME, Please help to get more info on below -

We have facebook and Twitter page integrated with Genesys SMS server and agents expected to reply to facebook post or tweets using WDE. Somehow if same page is integrated with another vendor application for a different department. Can we have this type of setup? if yes, if someone replies to facebook post using non Genesys component, how Genesys SMS server will react ? In short, Can we have Faceboo/Twitter pages managed by Genesys and one more vendor tool ?

Secondly. Can we schedule post on facebook?

[cavagnaro]

You can schedule on Facebook application itself via FB.
Or create a scheduled strategy maybe.
About posts, plug-in works as a listener, both apps can monitor and receive same user post. You need business rules rather than application ones.

[singhisking]

Thanks, A quick clarification on plugin , if agent replies to post using another vendors tool, whether genesys plugin will update it self.

I am more worried about replying to post using 2 different tools and keeping both in sync (happy )

Thanks

[cavagnaro]

Q1: no, as is not an incoming interaction.

As said, I see a headache by having two tools posting and handling FB/ tweeters...why on earth...

[cavagnaro]

Actually... Thinking more on it I guess will be seen as an incoming reply also going to a Genesys agent...never did it as makes no sense, you will have to test such scenario to see exactly what happens.

[singhisking]

Thanks for your response.Issue here is other vendor tool is very rich in features and especially one team is not agreeing to migrate to Genesys.

One last question, as these are existing facebook page and twitter handlers, I assume integration with Genesys  will not required any changes on facebook page or twitter. Please share your thoughts.

[cavagnaro]

Changes, no. As documentation states, only need to API keys.
Which is the other tool, just for curiosity?
Maybe the other doesn't offer full 360 customer integration?

[singhisking]

Just sent you PM. Thanks

[cavagnaro]

Will not indicate names, but the other tool is a Marketing tool. Both complement, don't compete. Genesys takes care of where to send the interaction, the other measures the impact of that answer and more business decisions that at the end will feed how routing should be done...

[singhisking]

Agree with you. Will try best to convenience client once Lab is ready in few weeks,

[singhisking]

Can we use facebook page instead of App ?

[cavagnaro]

What app?

[singhisking]

facebook App...

So here is catch...client has facebook page today. I need to integrate their existing facebook page into Genesys SMS but as per documentation, Genesys SMS only integrate with Facebook App.

Thanks

[cavagnaro]

Create an app on FB... Read FB docs...

[singhisking]

Sorry, I know how to create an APP but my concern is client is not ready to change anything on their facebook page and they want to continue with page .

So I am not sure, whether I will be able to use their facebook page into Genesys SMS or I have to request client that we have to create a new app in facebook for their page. Inshort, client like facebook page more and not ready to change to facebook app.