Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: singhisking on May 12, 2015, 03:44:34 PM
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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?
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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.
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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
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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...
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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.
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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.
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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?
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Just sent you PM. Thanks
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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...
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Agree with you. Will try best to convenience client once Lab is ready in few weeks,
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Can we use facebook page instead of App ?
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What app?
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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
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Create an app on FB... Read FB docs...
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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.
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Then they are not Ready for Genesys. They have to create the app, not you.
You need professional services or read and study more before doing a deployment, if you want it right.
Documentation from Genesys indicates all what is needed.
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Thanks for all your responses :)
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Hello team, does anyone know How Genesys detects whether the Facebook post /message is from Facebook English page or other Language- (Eg - French).
Our requirement is to detect the language and route interaction to appropriate agent.
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Check fb api, maybe a language key is send
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Thanks...got it
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[quote author=singhisking link=topic=8836.msg39802#msg39802 date=1434136143]
Thanks...got it
[/quote]
Hi,
does anyone know what's the current status of Facebook API regarding this? I'm trying to get either user locale or recognized language of the comment, but can't get either. Page Id doesn't help here since different languages are used on same page.
<languages class="java.util.Collections$UnmodifiableRandomAccessList" resolves-to="java.util.Collections$UnmodifiableList">
<c class="list"/>
<list reference="../c"/>
</languages>
<last__name>MyLastName</last__name>
<locale></locale>
Thanks!
EDIT: forgot to mention that I'm connecting to Facebook API through Genesys Cloud Connector.
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? Check FB API documentation (FB site) and also see the UData that the API brings in URS logs
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You can use _facebookLanguages as UData in order to do routing depending on your desired language(s).