Social Media Page Management with Expertflow Hybridchat

Social Media Page Management with Expertflow Hybridchat

This blog describes how a user comment to a company’s Social Media page blog post can be routed via Expertflow Hybridchat to a Contact center Agent on Cisco UCCX, UCCE or PCCE, to respond on the company’s behalf to the user commend on the company’s social media page.

Cisco has discontinued the support for FB fan pages, Twitter and RSS feeds on 25 Jul 2018, as Facebook introduced new requirements for applications that interface with these.

Expertflow supports full bi-directional messaging between an identified user on private Web-chat, mobile chat, Viber, Whatsapp, SMS, Facebook Messenger, and other chat platforms, that might or might not be associated with a social media account.

Monitoring Social media pages (Facebook page, Instagram page, Linkedin Page, Youtube channel) are different in nature in that 

  • they are initiated by the company on one of their owned social media pages
  • there are multiple users, many of which might not be customers of the company. One post might not be associated with any known user, one user, or multiple users
  • they are public – at least to a group – and not private
  • there can be multiple threads in comments to a blog (ie, comment X1a from user A to the original comment X1 from user B to the company blog X).
  • the company’s blog typically involves rich media, and so can user’s comments.
  • similar in nature to social media tools are private community tools such as disourse.org, flarum, Slack, Microsoft Teams, used only by the company with its user community or in certain geographies

One approach that is being introduced (status Jan 2020) in some Social Media platforms (Instagram, FB,…) is the use of Graph API’s, which allow unlimited navigation across multiple objects (“friends of user A who commented C to user D’s comment on Blog E”.

Others such as Linkedin use the notion of comments parent comments for nesting.

That being said, social media API’s and their capabilities are rapidly evolving, and so are use cases by companies. Some might be interested to respond to comments to comments, others might be interested to recuperate user IDs, monitor influencers or detect average sentiments in comments to a post.

Expertflow’s solution

Hybridchat can be used to receive and respond to comments to blogs on a company’s social media pages, with the following adaptations:

  • SocialMedia Pages take the role of a “User” in the CIM object model.
  • One new thread is one identity of that user
  • Each message posted by any user is an activity.
  • A response by an agent or chatbot/ NLU will be a response to the last comment posted, independently on it’s nested position
  • In the CIM user profile, a link is posted to the Social Media page, where the agent can provide manual answers
  • Social media messages can be interpreted by the same Chatbot and NLU as is being used for other chat channels via Hybrid Chat

Expertflow will support Socialmedia pages based on customer requirements. The expected time from order to delivery is two months with the above assumptions. This blog is posted in Feb 2020, and by the time you read this, new channels and social media pages might already be supported, and will be documented here..

Caveats

Behavior of Social Pages for Expertflow Hybridchat:

  • All chats of that page will be routed to the same agent, and remain there while the chat is active (so it’s treated like any other chat).
  • A response by an agent or chatbot/ NLU will be a response to the last comment posted, and in that thread.
  • An agent can change the thread by changing the identity. The identities will be the name of the blog, and a short name of the initial comment.

This solution will only work with a moderate volume of comments to a blog post (less than one every two minutes for a page), and for a limited level of forking/ nesting of comments. For pages with a higher frequency or higher forking, we recommend agents to work directly with the blog editor tool, in order to have full access to all capabilities (nesting, media, graphs etc). Agents can directly jump to the blog, and set them to a special Finesse state when doing so, and then revert back to normal mode once the volume decreases.

API documentation