Filtering abusive messages for Couragecivil Switzerland

Expert Flow

Social Media / Facebook Pages

Standalone  / Cisco Unified Contact Center Express (UCCX), Enterprise (UCCE or PCCE), Freeswitch, FusionPBX

Expertflow Socialmedia for Facebook Pages is a channel adaption of Expertflow Hybridchat. The agent user interface is the same.

Companies can monitor social media comments on their owned assets, such as blogs published on Company Facebook pages.

Agents can now reply as a FB comment as usual in the comment field in HC. These comments will be attached as a reply to the customer’s original comment to the Facebook Page 

Answers by the agent to that comment/ post will not be stored in the customer interaction history, as these are public.  CIM will only store the information that the client posted. It will however do so by maintaining a metadata link to the relevant FB comment, so it can be viewed in-context.

Agents can also choose to reply with a private bilateral message using Faceook Messenger. These private messages will be stored in the interaction history.

 
 
 
  • Subscription to the bot framework of your choice, if you would like to have Hybrid chat
  • If you would like a customer profile to pops up on the agent side when he takes over a chat, a CRM connector from Expertflow
  • Docker Container with MongoDB
  • Expertflow Professional Services for integrations to chat channels and to configure the Bot/ AI solutions