Genesys Cloud
Enhanced social escalation for owned social media content

In a future release, Genesys Cloud will allow customers to escalate social media posts and comments directly to the agent desktop, even when those interactions do not contain predefined keywords. With this enhancement, customers can now choose to escalate all posts and comments that originate from their own accounts or pages. This option provides more flexibility and ensures that agents can review and respond to important customer messages, even if the content does not match preset criteria.

Why this matters

• Increased visibility – Agents can now see and manage all interactions from a brand’s owned social media channels, not just keyword-matched ones.
• Faster responses – Teams can address customer comments in real time, reducing the risk of missing urgent or sensitive feedback.
• Greater control – Administrators can decide whether to escalate all interactions or continue using keyword-based filtering based on their operational needs.

This update gives organizations more control over their social engagement workflows, ensuring that customer feedback and inquiries on their own social channels receive timely and appropriate attention.

To view the UI changes, click the following sections.

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Platform and integration selection

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Data Ingestion Rules (DIR) selection

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Keyword-based filtering

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Media-based escalation

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