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Facebook channel options

Learn about the Facebook channel options available in Agent Setup.

In the Facebook section under Desktop Options, configure the following options:

  • Facebook Auto Answer automatically accepts a Facebook interaction when an Invite event if received.
  • Prompt for Done prompts a confirmation message when the agent clicks Done.
  • Facebook Ringing Bell specifies the sound played when a Facebook interaction is ringing.
  • Decline allows the agent to decline an incoming interaction. This option depends on the Channels option for Facebook.
  • Mark Done allows the agent to mark an interaction as Done with further processing. This option depends on the Channels option for Facebook.
  • One-step transfer allows the agent to use one-step transfer.
  • Set Interaction Disposition allows the agent to set a disposition code before marking an interaction as Done. This option depends on the Channels option for Facebook.
Retrieved from "https://all.docs.genesys.com/PEC-AS/Current/ManageCC/Facebook_options (2025-04-14 00:15:45)"
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