Sample Business Process: Facebook BP - Simplified

Overview

The simplified Facebook business process is designed to process the submitted Facebook interactions in the most simplistic way.

• If the interaction contains both a post and comments:
  1. An interaction is created in the UCS database.
  2. The Facebook post ID and comment ID are updated in the UCS database.
  3. The interaction is delivered to an agent.
• If the interaction contains only a comment, it is parked in a parking queue.

Important

• Starting in release 8.1.4, processing of interactions of type facebooksession (Facebook chat) is supported with FacebookItxType=10 .
• Starting in release 8.5.1, Facebook Agent Delivery Strategy is modified so that target objects, rather than delivering to a specific group, use the skill-based expression 1=1, meaning the interaction is delivered to any agent who has the capacity to handle social media interactions.

Known issue and workaround

The Business Process, Facebook BP – Simplified, has a known issue that prevents users from sending Facebook private messages. The following workaround can be applied to overcome this issue:

1. Add a new local strategy variable umsInbItxSubmittedBy .
2. Assign the UData['_umsInboundIxnSubmittedBy'] interaction parameter to the umsInbItxSubmittedBy variable in the existing Multi Assign component.
3. Add new umsInbItxSubmittedBy = '' verification in a new If component.
4. Add a new Function component with Update['_umsInboundIxnSubmittedBy',InboundIxnSubmittedBy] value.
5. In the existing Function component, remove the first row with Update['_umsInboundIxnSubmittedBy',InboundIxnSubmittedBy] value and leave the second row with Update['FromAddress',FacebookActorName] value.
6. For the new If component added in Step 3, link the Out port (True condition) to new Function component with Update['_umsInboundIxnSubmittedBy',InboundIxnSubmittedBy] added in Step 4.
7. For the new If component added in Step 3, link the Default port (False condition) to Old Function component with Update['FromAddress',FacebookActorName] modified in Step 5.
8. Link the new Function component with Update['_umsInboundIxnSubmittedBy',InboundIxnSubmittedBy] value to old Function component with Update['FromAddress',FacebookActorName] value.
9. Save and activate the strategy.

You can refer to the following images to know the changes that this workaround applies to the strategy:

Before applying the workaround

After applying the workaround