FAQs: Genesys Cloud Social
Are nested comments in Facebook and X supported?
Yes, nested comments are supported on Facebook. However, for X, nested comments… [More]
Are there limits on how much public social data I can consume?
Yes, every organization has a limit set to 200,000 public social data… [More]
Can I configure the number of public and private interactions for an agent?
Yes, you can configure the number of conversations an agent can handle… [More]
Can I integrate the same page in two different organizations?
No, it is not recommended to integrate the same pages in two… [More]
Can social listening rules detect words with accents or that include the diacritic?
Yes. The data collected is based on the rules that you configure…. [More]
Can we fetch all data across social platforms?
Yes, for the X platform you can get all the data across… [More]
Can we ingest direct messages that X users send to our handle?
Yes, we can ingest direct messages by creating the: Integration. Flow and… [More]
Do I have to disable my Genesys Cloud social features not to incur any additional charges?
Yes, you have to disable your Genesys Cloud social features for X… [More]
Do we get dark posts for Facebook?
Not yet, the dark posts are in the roadmap. However, Genesys provides support… [More]
Does Genesys social support Agent Copilot?
Yes. Currently, Genesys Social supports Agent Copilot for the Facebook platform. It… [More]
Does threading timeline apply for Genesys social platforms?
Yes, threading timeline applies for Genesys social platforms at a platform level. The… [More]
Is engagement supported for social data?
Yes, engagements such as like, share, and comments are supported for X… [More]
Is it possible not to include certain data from being fetched?
Yes, you can add key words in the Post does not include… [More]
Is it possible to get data based on location or language?
Yes, it is possible to get data based on your configuration of… [More]
What is the difference between data ingestion rules and social escalation rules?
Data ingestion rules help in fetching the data across the X platform… [More]
