As a Virtual Contact Center administrator of your business, you are responsible to set up the social channels, configure a social scripts and assign the channel.
Plan how you want to route interactions from social media. The following questions may provide you tips.
STEP 1: Set up VCC Social channels in Configuration Manager.
Log into Configuration Manager for Virtual Contact Center.
Click + Add new Facebook channel or +Add new Twitter channel to add a new social channel.
You have now successfully created the social channel. The social channel appears in the list of Social channels on your tenant.
Note: You can connect a VCC tenant with a single Facebook or Twitter channel only.
STEP 2: Define the social chat routing by configuring a social script.
A social script allows you to define the routing of chats received on social media. You can define when and how to interact with customers using the specific IVR objects. VCC Social introduces the following core social objects to facilitate interaction routing.
|Check Social ID||Allows you to check the social ID of the customer and identify if it is an existing customer in the Local CRM and trigger screen pop. If it is a new customer, it automatically creates a new customer record in the Local CRM. The following exit points are available for this IVR object.
Contact Found: If this is an existing customer record in the CRM, the system , presents the Agent the customer record for preview. Allows agent to edit and update case associated with customer.
Contact Not Found: If it is a new customer’s first visit, the CRM, automatically creates a new customer record in the Local CRM. Add first name and last name based on their social media ID.
|Send Prompt||Allows you to display predefined greetings or messages in the chat window.
Example: Welcome to Robin’s Fashions. How may I help you?
|Get Customer Info||Requests additional information such as Customer ID, Case ID, email, phone number to learn more details about the customer.
Example: Robin’s Fashions serves membership based services offering early access to their product lines and better discounts to their members. To offer premium quality service to their members, the company collects the membership ID information, identify premium customers, and direct them to a fast serving queue.
Note: Custom fields in the Local CRM are not supported for data dip.
|Question||Allows you to pop a question to the customer on the social media. You can design these questions to get more information about the customer’s needs. The following question types are supported:
|Skip Queue||Use this object to allow customers to opt out of waiting in the chat queue and send an email offline. Upon initiating a chat, if the customer chooses not to wait for an agent, then they can simply send an email.
Emails can be sent via an email channel or as plain emails to the specified email address. You can even predefine the email subject to conveniently filter the messages received.
At Robin’s Fashions, customers visit the social media pages to learn about the new deals, new products, sale offers, and inquire about their current orders. The following steps model a typical workflow:
Enter the general properties and save.
The following images show two sample IVR Social scripts.
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