Deploying Facebook Private Messaging
Facebook Driver supports Facebook Private Messaging (starting with release 8.1.201), in which messages can be exchanged between a User and a Page.
- Genesys Framework (Configuration Server)
- Universal Routing Server and Interaction Routing Designer
- Interaction Server and Chat Server
- Social Messaging Server, deployed with a Facebook channel. Be sure to read the Note on the inbound-route option. The value of this option must match the endpoint that you will configure for Chat Server.
This procedure assumes that Chat Server is used for Facebook private messaging; that is, that the submit-as-chat option is set to true.
Obtain a Page Access Token
To configure private messaging for your Facebook channel, you must first obtain a Page Access Token.
- Use Graph API Explorer to show the access token for each Page that was created by the User who created the Application that we used to get the user access token; for example,
- In the Access Token field, enter your long-lived User access token.
- In the field next to GET, enter me/accounts, then click Submit.
- Scroll to the desired Page and copy its access token and its ID.
Set Options for Private Messaging
To enable Private Messaging, configure the options below, all in the channel-anyname-monitor-anyname section:
|access-token||Must be a Page access token (see the Get Page Token tab). This is mandatory for a private messaging monitor. If the option is missing, it is read from the channel-<anyname> section.|
|history-time-period||Set this value to the point, in the past, where the Driver will start reading private messages.|
|id||A Facebook Page ID. Must match the ID of the page (see the Get Page Token tab) designated by the access-token option.|
|inbound-media|| The value must be facebooksession, which is the default. This is the string that will be put into UserData with the key _umsMediaType. Do not alter the default value unless you use a customized Business Process and customized Desktop. |
Note: For versions 8.1.4 and later of the Genesys Driver for use with Facebook, inbound-media cannot be configured on the Channel level for private-messaging monitors; it must be configured individually for each private-messaging monitor.
|monitor-type||Set the value to private-messaging.|
|session-shutdown-timeout||For private messaging, Genesys recommends a setting of 900 (15 minutes). After 15 minutes of inactivity the Agent will be unable to reply to inbound private messages from the main interaction window (although it can still be done by selecting Facebook Private Message from the drop-down under the contact's name).|
|history-writing-frequency||These options are treated the same for private-messaging as they are for the generic monitor type.|
To enable access to attached files from inbound Private Messages:
- Create a Business Attribute Value under the corresponding Case Data Business Attribute and assign it the Name _facebookPMInboxUrl.
- In the Annex of this Business Attribute Value, create a section interaction-workspace. In it create an option called display-type and assign it the value string.
As a result, in Workspace Desktop Edition, the Case Information area associated with the inbound Private Message will contain a clickable link to a Facebook page containing the Private Message and the attached files.
More information on configuring case data is in the Workspace Desktop Edition documentation.
Configure Chat Server for Facebook Session Mode
You must use a separate Chat Server for Facebook private messages.
The following steps are performed with Genesys Administrator, but can also be completed in Configuration Manager.
- Open Genesys Administrator and navigate to PROVISIONING > Environment > Application.
- Select the application defined for Social Messaging Server and click Edit....
- Configure the connections:
- In the Connections section of the Configuration tab, click the Add button. The Browse for applications panel opens. Select the Genesys application defined for the Chat Server, then click OK.
- Repeat the previous step to add a connection to Solution Control Server.
- Navigate to PROVISIONING > Environment > Application and select the application defined for Chat Server. Click Edit....
- Select the Options tab and click New.
- For Section, enter endpoints:*tenant_dbid*, where *tenant_dbid* is the ID of your tenant.
- Enter FacebookInboundQueue for Name.
- Enter Facebook Inbound Queue for Value.
- Click OK.
- Set the following options:
- transcript-auto-save=1 or 2
- Ensure the following options are set to their default values:
- Click Save & Close.
- Navigate to PROVISIONING > Environment > Application and select the application defined for Social Messaging Server. Click Edit....
- Select the Options tab. In the channel-<any name> section, set the second access point in the inbound-route option to the corresponding endpoint in Chat Server (see step 5). For example, 101:FacebookInboundQueue.
11. Click Save & Close.
Run Sample Business Processes
The following steps from the Sample Business Processes for Social Media page are mandatory:
- Install the sample Business Process for use with Facebook.
- Run the Facebook Business Process Wizard. This is a crucial step: the wizard configures all media types, queues, and other objects that are required for the Facebook channel. Check that the Wizard configures the inbound-route option to include a value matching the endpoint configured for Chat Server in Step 4.
- Run the Interaction Server database upgrade scripts that are installed with the Business Process for use with Facebook (located in …\Genesys Business process for use with Facebook\Scripts\<db_name>).