- 1 Facebook Interaction
- 1.1 Display Facebook User Profile Information
- 1.2 View Case Data
- 1.3 Display the Number of Facebook "Likes"
- 1.4 Expand or Collapse the Comments View
- 1.5 View the Total Number of Comments and Show More Comments
- 1.6 Display the Actionability and Sentiment of the Facebook Interaction
- 1.7 Update the Actionability and Sentiment of the Facebook Interaction
- 1.8 Hide Post or Unhide Post
- 1.9 Like or Unlike
- 1.10 Reply to the Original Routed Facebook Post
- 1.11 Reply to a Facebook Comment
- 1.12 Access Images and Files Attached to Private Messages
- 1.13 Replying to Private Messages
- 1.14 Create a New Post
- 1.15 Attach an Image
- 1.16 Use the Standard Response Library
- 1.17 Search Using a Clickable Hashtag
- 1.18 Delete
- 1.19 Reply to a Facebook Interaction Using Another Media
- 1.20 Place Interactions in a Workbin
- 1.21 Consult with Another Agent Using Voice
- 1.22 Transfer to an Agent Group, Agent, Interaction Queue or Skill
- 1.23 Select a Disposition Code
- 1.24 Select Multiple Interactions of the Same Direction in a Workbin
- 1.25 Related Resources
Interaction Workspace enables you to handle social media interactions from the Facebook website. This topic is also covered in the Workspace Desktop Edition User's Guide.
For the following actions, see:
- Mark multiple interactions as Done in Workbin
- Delete multiple outbound interactions from Workbin
- Have an Instant Message consultation
- View contact information and history
Display Facebook User Profile Information
Click the Show Info button to open a user profile tab. You can also click the user name to open the Facebook page with user profile information.
The author's gender appears in the user profile. The author's gender also displays as an icon: Male or Female .
View Case Data
The Case Data (attached data) view provides information about an interaction—for example, an account number or type of service. Your system administrator configures which attached data is displayed.
Display the Number of Facebook "Likes"
The number next to the thumbs up icon indicates the number of likes.
Expand or Collapse the Comments View
You can expand the Comments by clicking View. After clicking View, Hide appears so you can close up the comment. You can also select Expand All or Collapse All in the Comments view to view/hide all comments at once.
View the Total Number of Comments and Show More Comments
Click the Show Info button to open the user profile, then click the Post tab to view the total comments count.
Total comments also appears above the original post. Your administrator configures the number of comments to display per page. If the number of comments exceeds the configured number, Show more appears. Click Show more to view additional comments.
Display the Actionability and Sentiment of the Facebook Interaction
When a Facebook interaction arrives, you can view Actionability and Sentiment icons, which could have one of the following values or be undeclared:
- Actionability—Possible values are Actionable , Not Actionable , or undeclared .
- Sentiment—Possible values are Positive , Negative , Neutral , or undeclared .
Actionable Facebook posts are colored yellow and non-actionable are colored gray or white. Facebook comments are automatically expanded and colored yellow if they are actionable, and collapsed and colored gray or white if they are non-actionable. Each Facebook comment has its own actionability and sentiment icon, which could be updated by the agent if necessary.
Update the Actionability and Sentiment of the Facebook Interaction
While processing the interaction, you have the option to change the value of the corresponding Actionability and Sentiment key by clicking the related icon and then choosing the correct value.
Hide Post or Unhide Post
Hide a root post on the brand’s Facebook page by clicking Hide Post or reveal a hidden post by clicking Unhide Post. A hidden post is not visible to viewers of the page
Like or Unlike
Like or unlike a post or comment by clicking Like or Unlike. The Liked by Agent icon appears on liked posts.
Reply to the Original Routed Facebook Post
The original routed post is on the left-hand pane, under the Case Information area. Subsequent comments are indented underneath. To reply to the original post, click Comment. Enter your comment, right-click, and select Spellchecking. You can also copy and paste selected text. When through, click Send. Workspace associates your comment with the post.
Reply to a Facebook Comment
Subsequent comments are indented underneath the original-routed post. Click the applicable Comment, enter your comment, have it spell-checked, and click Send. You can also copy and paste selected text.
Access Images and Files Attached to Private Messages
If an inbound Private Message has attached images or other files, a list of file attachments and links to any images is appended to the message. You can:
- Click a link in the message to display an image
- Click FBPM Inbox URL in the Case Information area. This takes you to a page showing all conversations for this Page, where you can display the images and download non-image files.
Replying to Private Messages
You can reply to a private message from a user (you cannot send new private messages). To do so, you must be logged in to either or both of the special channels Facebook (Session Mode) and Facebook Private Message.
Interaction is Connected
- If the interaction is in the Connected status, the reply area is active, enabling you to enter text as in the Figure below. When you are done, you can click Send in the lower right corner.
- You can also select Facebook Private Message from the drop-down under the contact's name, as in the following Figure:
You then have a new private message area to enter text in.
- Finally, you can create a reply from the History pane, as described in the next item.
Interaction is Disconnected
If the interaction is in the Disconnected status, you can reply in the following ways:
- By selecting Facebook Private Message from the pulldown under the contact's name, as described in the previous section.
- By selecting the interaction on the History tab, then clicking the Reply icon that appears above the list of interactions. A reply area opens in which you can enter text.
- If the message has not timed out, you can reply if you are logged in to either Facebook (Session Mode) or Facebook Private Message.
- If the message has timed out, you must be logged in to Facebook Private Message in order to reply.
Emoji and emoticon support
Workspace supports standard Facebook emojis and emoticons. You see best results when the Segoe UI Emoji font is installed on your system.
In general, Workspace supports Unicode 6 emojis, but does not support the , , and emojis. These emojis display as empty boxes in both posts and private messages.
- You can send further private messages as replies to an inbound private message. They are threaded with the original inbound private message as their parent.
- You can move a private message that you are working on into a workbin. From there you can perform the standard workbin actions (open, move, ....)
Create a New Post
From the Agent Icon dropdown or Gadget dropdown,
- Select Post Update, then Facebook. A new message window appears.
- Select an account from the drop-down list.
Attach an Image
You can attach an image to an unsolicited outbound post.
To attach an image, click the Add Picture icon , then use the resulting dialog box to navigate to the desired file. This icon appears below the text box.
Use the Standard Response Library
When replying to a post or comment, you can insert a standard response. Click the vertical Responses button in the middle of the window to open a Standard Response library. You can search by keywords or open folders and view the responses.
When you click Comment or create a new post, an additional icon with the plus sign is displayed. After you click it, the standard response content is added to the message. If the standard response includes an attached image, the attachment is inserted as well. Currently you can attach images only to new unsolicited posts.
Your system might be set up to enable you to automatically insert a response by typing a pre-defined shortcut keyword.
Search Using a Clickable Hashtag
Facebook users can employ the # symbol, called a hashtag, to mark keywords or topics in posts, which can help you find other posts of interest. Clicking a hashtagged word in any message takes you to a Facebook page that lists all other posts in that category.
Delete an Outbound Interaction
To delete an outbound interaction, click the Delete button on the toolbar at the top of the interaction window.
Delete a Comment or Post
To delete a comment or a post, click Delete.
Reply to a Facebook Interaction Using Another Media
You can reply using a voice call, email, or SMS. interaction Workspace can present a drop-down list of available channels to access a contact.
If as an agent, you learn other contact information (not Facebook-specific), such as a contact's phone number or email, you can manually enter this on the Information tab. The corresponding choice for other media channels will then appear when you click the arrow to the left of the Contact’s name.
If a channel is not configured or the contact information for this channel is absent, "No possible action" is displayed.
Place Interactions in a Workbin
To place an interaction, inbound or outbound, in a workbin, click the Move To Workbin button .
Consult with Another Agent Using Voice
Click the down arrow on the Start a Consultation button and select the Type of target. Click the magnifying class to search by name or phone number.
Transfer to an Agent Group, Agent, Interaction Queue or Skill
Click the Transfer button to select the Type of target. Click the magnifying class to search by name or phone number.
Select a Disposition Code
You can select the Dispositions tab and choose a Disposition code for the original routed Facebook post.
Select Multiple Interactions of the Same Direction in a Workbin
If a workbin contains multiple interactions that are all either inbound or outbound, you can select them all and apply an action; for example, Move to Queue or Mark Done.
The Workspace Desktop Edition User's Guide (English only) provides detailed lessons for using all the features of Workspace. You might find the following lessons useful:
- Handle A Facebook Interaction
- Blend Different Media Into A Single Conversation
- Main Window Basics
- Workspace Windows and Views
- Basic Use-Case Summary