Accept and respond to a social listening interaction

  • To create a public social media post: Conversation > Socialmedia > Create permission
  1. Log in as an agent and go on queue. The Interactions panel opens and new messages appear in the Active Interactions list. 
  2. To accept a social listening interaction, click Answer. The social listening message appears.
    Notes:
    • Below the message, the channel identifier appears.
    • To see the original post that prompted the message, expand the channel identifier box and click Click to View Parent Post .
    • The interaction can include both public and private messages.
    • To reply to a specific public message, select that message.
  3. Type your response to the incoming message.
    Notes:
    • Your response can include text and emojis up to the characters limit.
    • You can use canned responses in your message.
    • The counter below the message entry box shows how many characters you have remaining on the character set that you are using.
    • You can also create or edit an External Contact. For more information, see Create or promote a contact in the profile panel
    • To determine the visibility for your response, below the response, click either Send as public or Send as private. If you select Send as public, Genesys Cloud shows you a preview of the message before you send it. To edit the message, above the preview, click More and Reply.
  4. (Optional) To attach a file, do one of the following:
    • Drag and drop the file into your message.
    • Paste the file from your clipboard.
    • Below the message entry box, click Attach file and locate the file that you want to attach.
      Notes:
      • If you attach multiple files, Genesys Cloud sends them as individual messages.
      • Incoming media from X direct messages arrives as a link.
      • You cannot send media for X interactions.
  5. To send your message, click Send or press Enter.
    Note: By default, Genesys Cloud sends the response publicly. To send the message privately, click  Send as Public > and select your preferred visibility. Genesys Cloud sends the message as a response to the latest public message. If you want to respond to a different public message, above the message, click More and Reply.
  6. To continue the conversation, repeat steps 3–4 as needed.
  7. To end the interaction, click End Messages.
  8. Complete any needed after contact work.

Notes:
  • When you decline or do not answer an interaction within a certain amount of time, Genesys Cloud places you into Not Responding status. While Not Responding, you do not receive new interactions. Declined or unanswered interactions reenter the queue. 
  • Genesys Cloud confirms a successful message delivery with a . If message delivery fails, Genesys Cloud displays a warning to inform you of a delivery error. For more information, see Messaging errors and explanations.
  • To resend or to copy a message, beside the message sender’s name, click More and then either Resend or Copy.
  • You can escalate a maximum of 50 messages per minute as a conversation. If you exceed this limit, Genesys Cloud throttles message processing and does not allow automatic escalation. You must escalate throttled messages manually. For more information, see Social Listening Posts view.

Error Description

Note: To see the error that the platform returns, click More and then Copy with context. 
Pending delivery. The end user receives the message when they return to online.

Genesys Cloud successfully sent the message, but the server rejected it due to a server outage. The message is lost. To send it again manually, click Resend. 

Note: If you exceed your message limit, you receive a similarly formatted message. Contact your admin for more information.
Genesys Cloud messaging network error Genesys Cloud was unable to reach the server. For example, a network outage could cause this error. The message is lost. To send it again manually, click Resend.