Social escalation rules

Feature coming soon

Prerequisites
  • Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX AI Experience license.
  • Messaging > socialmedia > escalationRules > Add, Delete, Edit, and View permissions
  • Messaging > socialmedia > escalationRules > All permissions

Use the Social Escalation Rules page to create escalation rules to route the communication opened by the users on X forums. You can create up to 25 escalation rules across all integration platforms. For more information about creating integrations under each platform, see About third-party messaging. 

Click Show table to view the fields and its descriptions in the Social Escalation Rules page.

Field  Definition
Division

Indicates the division under which the social escalation rule was created.
 Delete

Deletes one or more selected rules. For more information about deleting a social escalation rule, see the Delete a social escalation rule section after this.
Set Status

Set the status of the social escalation rule. You can set either of the options as the social escalation rule status.

  • Active. The escalation rule is active.
  • Paused. The escalation rule is paused.

Updates the list of escalation rules available in this page.
 Add Rule

Opens the New Escalation Rule page. For more information about adding a new escalation rule, see the Add new escalation rule section after this.
Priority

Indicates the priority set for the escalation rule.
Name

Indicates the name of the escalation rule.
Date Created

Indicates the date when the escalation rule was created.
Date Modified

Indicates the date when the escalation rule was last modified.
Status

Indicates the status of the escalation rule. The status of the rule is set using the Status field above the table.

Click the three dots icon available in the last column to view the edit and delete options. For more information about editing and deleting escalation rules, see the corresponding sections after this.

You can perform the following actions from the Social Escalation Rules page. Click an option to view the details.

  1. Click Admin.
  2. Under Message, click Social Escalation Rules.
  3. In the Social Listening Rules page, click  Add Rule.
  4. The New Escalation Rules page appears. In the Name field, enter the escalation rule name. The maximum characters that you can use for the name are 50.
  5. (Optional) In the Description field, enter a brief description.
  6. In the Platforms section, select the integration the escalation rule should apply for each platform. Select at least one integration to save this rule.
  7. In the Define the Rule Details section, perform any of the following steps and click  Add Condition:
    • In the Post Includes field, add the keyword or condition. You can further refine your entry by adding more conditions. 
    • In the Post Also Includes field, add other keywords or conditions. 
    • In the Post does not include field, add the keywords, which you do not want to be part of the results.
  8. To delete any of the conditions, click the Delete icon.
  9. In the Additional Rule Details section, perform any of the following steps:
    • In the Post Locations field, select one or multiple locations.
    • In the Post Languages field, select one or multiple languages.
    • In the Post Sentiment field, select one or multiple sentiments.
  10. Click Save.

The new escalation rule is added to the Social Escalation Rules page. You can create up to 25 social listening topics for all integrations at a time.

To view the social escalation rules details, perform the following steps:

  1. Click Admin.
  2. Under Message, click Social Escalation Rules.
  3. In the Social Escalation Rules page, click an escalation rule from the list.

The details of the selected social escalation rule are displayed.

To delete a social escalation rule, perform the following steps:

  1. Click Admin.
  2. Under Message, click Social Escalation Rules.
  3. In the Social Escalation Rules page, select an escalation rule from the list.
  4. Click the Three dots icon.
  5. The Edit and Delete options are displayed. Click Delete.

You can also delete an escalation rule by selecting the checkbox next to a topic and clicking the  Delete button available above the table. 

To edit a social escalation rule, perform the following steps:

  1. Click Admin.
  2. Under Message, click Social Escalation Rules.
  3. In the Social Escalation Rules page, select an escalation rule from the list.
  4. Click the Three dots icon.
  5. The Edit and Delete options are displayed. Click Edit.
  6. Update the details in the page as required. 
  7. Click Update.

To set a status for an escalation rule, perform the following steps:

  1. Click Admin.
  2. Under Message, click Social Escalation Rules.
  3. In the Social Escalation Rules page, select an escalation rule from the list.
  4. The Set Status field above the table becomes available for selection. Click to set a status for the data ingestion rule. You can set the status of this field to:
    • Active. This is the default setting for this field. This indicates that the escalation rule is active and you receive all communication for the escalation rule.
    • Paused. When you set this field to pause, all communication for the escalation rule is paused.