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Deploy Digital Messaging Server with a Facebook Channel

For a Facebook channel, you need two installation packages:

  • Digital Messaging Server
  • Genesys Cloud API Driver for Facebook.

The driver adds Facebook-specific features to Digital Messaging Server and does not require its own Application object in the Configuration Server database.

You can also create a Custom Media Channel Driver.

Create the Facebook Channel

  1. Deploy Digital Messaging Server.
  2. Run the installation for Genesys Driver for Use with Facebook, selecting the desired Digital Messaging Server object.
  3. Locate the driver-for-facebook-options.cfg configuration file in the \<Digital Messaging Server application>\media-channel-drivers\channel-facebook directory.
  4. In Configuration Manager, open your Digital Messaging Server Application, go to the Options tab, and import driver-for-facebook-options.cfg.

Configure the Options

Set the following options:

Section Option Example
channel-facebook-*anyname* driver-classname com.<your domain>.mcr.smserver.channel.facebook.cloud.FacebookCloudDriver
fetch-image true
gsa-account-name

Note: This field should be setup once and never change without first communicating with Genesys team.
CRITICAL: Changing this field without taking care will stop the connection between your
Social Engagement system and Facebook, and may cause a loss of data.

gsa-api-key

Note: This field should be setup once and never change without first communicating with Genesys team.
CRITICAL: Changing this field without taking care will stop the connection between your
Social Engagement system and Facebook, and may cause a loss of data.

gsa-batch-limit 200
gsa-batch-reserve-time 60
gsa-channel-id Note: This field should be setup once and never change without first communicating with Genesys team.

CRITICAL: Changing this field without taking care will stop the connection between your
Social Engagement system and Twitter, and may cause a loss of data.

gsa-channel-name Note: This field should be setup once and never change without first communicating with Genesys team.

CRITICAL: Changing this field without taking care will stop the connection between your
Social Engagement system and Twitter, and may cause a loss of data.

gsa-user-name Note: This field should be setup once and never change without first communicating with Genesys team.

CRITICAL: Changing this field without taking care will stop the connection between your
Social Engagement system and Twitter, and may cause a loss of data.

gsa-user-password Note: This field should be setup once and never change without first communicating with Genesys team.

CRITICAL: Changing this field without taking care will stop the connection between your
Social Engagement system and Twitter, and may cause a loss of data.

gsa-url-base Note: This field should be setup once and never change without first communicating with Genesys team.

CRITICAL: Changing this field without taking care will stop the connection between your
Social Engagement system and Twitter, and may cause a loss of data.

inbound-route 101:facebook_queue,101:FacebookInboundQueue
itx-resubmit-attempts 3
itx-resubmit-delay 30
itx-submit-timeout 10
reconnection-timeout 180
submit-as-chat true
x-debug-mode false
x-inbound-media facebook
x-max-comments-per-post-to-process 50
x-sampling-period 3
x-submit-comments-itx false
x-submit-internal-itx true

For information on how to configure the options, see the options for DMS.

Interaction Attributes

The Driver for Use with Facebook provides a number of interaction attributes. A reference listing is available on a separate page.

Sample Business Processes and Database Scripts

You must:

Requirement for Posting and Commenting

In order for the Genesys Desktop Plugin to display the Delete, Delete Post, Comment, and Share buttons, it checks the _facebookCanComment and _facebookCanDeleteComments keys in the interaction's attached data.

This means that, if the Facebook account holder did not set permissions to let everybody post/comment on the account holder's wall, the agent must like the poster's page or add him as a friend to be able to post on the wall.

The same holds for an autoresponse if it is included into the strategy: if the agent does not like the poster, or if he or she did not set permissions to let everybody post/comment on the wall, the post/comment will fail and a Facebook POST failed exception is written in the log.

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This page was last modified on 29 March 2018, at 09:10.