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.

Availabilty of Connectors in Webex Contact Center Platforms

  • Webex Contact Center platform supports both Facebook Messenger and SMS connectors.

  • Webex Contact Center 1.0 platform does not support any Social Channel connectors.

Configure a Connector

Before you begin

Ensure that your business has a Facebook account with admin credentials where your clients can reach.

1

Log in to your customer organization using the URL https://admin.webex.com and navigate to Services > Contact Center > Connectors.

2

If you're configuring the Facebook connector for the first time:

  1. Click the Terms and Conditions button to read the applicable clauses. Acknowledge the agreement and enter the following details:

    • Authorized Customer Name

    • Authorized Designation

    • Authorized Email ID

    • Authorized Company Name

    • Date (it can be the day on which you configure the connector, or a previous date)

  2. Click Done.

3

On the Facebook Messenger card, click the Set Up or Add More button.

4

Enter a name that identifies the purpose of your connector. (For example, Offers and Discounts Page)
5

Choose the I have a Facebook Page ID and Access Token option.


 

If you don’t have Facebook Page ID and Access Token, choose the I do not have a Facebook Page ID and Access Token option, and click the Authenticate with Facebook button.

A new tab appears asking you to grant permission to access the account and Facebook pages. Once you select the account name and grant permission, you get the Facebook Page ID and Access Token for each page.

6

Enter the Facebook Page ID and Access Token in the respective fields.

7

Click Done.

8

On the Save Successful dialog, click Close.

Configuring SMS Channel is a three-step process.

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.

Before you begin

Ensure that you've obtained the MessageBird SMS Number, Access Key, and Signing Key. You can sign up at the MessageBird site https://www.messagebird.com/ and procure an SMS number of your choice.

1

Log in to your customer organization using the URL https://admin.webex.com and navigate to Services > Contact Center > Connectors.

2

On the SMS card, click the Set Up or Add More button.

3

Enter the following fields:

  • Name—Provide a name that identifies the purpose of your connector. (For example, Offers and Discounts Page)

  • Phone Number—Provide the MessageBird number that is used to send SMS.

  • Access Key—Provide the MessageBird Access Key. To get the key, sign in to MessageBird site and navigate to Developers > API Access > Live API Key.

  • Signing Key—Provide the MessageBird Signing Key. To get the key, sign in to MessageBird site and navigate to Developers > API Settings > Signing Key.

4

Click Done.

5

On the Save Successful dialog, click Close.

What to do next

Once you save the connector successfully, it’s available for use. You can use this connector in Management Portal to map 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.

Edit or Delete a Connector

1

Log in to your customer organization using the URL https://admin.webex.com and navigate to Services > Contact Center > Connectors.

2

Click Edit Settings on the Social Channel card, which you need to edit.

3

Update the required fields.
4

To delete, click the Delete button and then confirm to proceed.


 

The Delete button is disabled if this connector is mapped to an Entry Point in the Management Portal. To remove this mapping, go to Management Portal and navigate to Provisioning > Entry Point Mapping, and then delete the entry for this connector.

For more detailed steps, see the Delete an Entry Point Mapping section in the Cisco Webex Contact Center Setup and Administration User Guide.