We use various social messaging apps such as Facebook Messenger, WhatsApp, and SMS. With Social Channel connectors for Webex Contact Center, you can now interact with your customers on Facebook Messenger and SMS. To establish a connection to Social Channels, first configure a connector.
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Webex Contact Center platform supports both Facebook Messenger and SMS connectors.
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Webex Contact Center 1.0 platform does not support any Social Channel connectors.
Before you begin
Ensure that your business has a Facebook account with admin credentials where your clients can reach.
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Log in to your customer organization using the URL https://admin.webex.com and navigate to . |
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If you're configuring the Facebook connector for the first time: a. Click the Terms and Conditions button to read the applicable clauses. Acknowledge the agreement and enter the following details:
b. Click Done. |
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On the Facebook Messenger card, click the Set Up or Add More button. |
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Enter a name that identifies the purpose of your connector. (For example, Offers and Discounts Page) |
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Choose the I have a Facebook Page ID and Access Token option.
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Enter the Facebook Page ID and Access Token in the respective fields. |
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Click Done. |
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On the Save Successful dialog, click Close. |
1. Create an SMS Connector as described in this article below.
2. Go to Management Portal and map the SMS Connector to an entry point. For more information, see the Map an Entry Point topic under the Provisioning chapter in the Cisco Webex Contact Center Setup and Administration Guide.
3. Copy the WebHook URL from the Entry Point Mapping page and configure MessageBird.
Currently, only US numbers are supported. |
Before you begin
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Log in to your customer organization using the URL https://admin.webex.com and navigate to . |
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On the SMS card, click the Set Up or Add More button. |
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Enter the following fields:
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Click Done. |
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On the Save Successful dialog, click Close. |
What to do next
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Log in to your customer organization using the URL https://admin.webex.com and navigate to . |
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Click Edit Settings on the Social Channel card, which you need to edit. |
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Update the required fields. |
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To delete, click the Delete button and then confirm to proceed.
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