Genesys Cloud
Introducing Genesys Cloud social
| Announced on | Effective date | Aha! idea |
|---|---|---|
| 2025-03-03 | 2025-03-17 | Aha! link |
In a future release, Genesys Cloud will enhance the agent desktop experience with the introduction of social listening. With this update, agents will have more visibility and options while managing social interactions.
Key enhancements:
- Agents can view and respond to both public posts and direct messages from X and Facebook directly in the Agent Desktop.
- When available, user details from social channels will appear in the contacts panel, providing more context.
- Public and private social messages will be clearly marked.
- Agents can choose to respond to public posts either publicly or privately.
- A preview feature will allow agents to review responses before posting publicly.
- Public posts will display sentiment indicators (Positive, Negative, or Neutral) to help agents gauge customer tone.
- The Facebook Messenger icon and name will be updated to the Facebook icon and name.
This release of social listening makes it easier for agents to handle social interactions efficiently, with clear message categorization, and more response options.
Click the image to enlarge.
