Configuration: Social Media
The Social Media configuration screen allows you to integrate Empifi Agent with social media tools.
Community Inbox
The integration between Community Inbox and Agent is being replaced/updated to use the Care module. For more information, see Integrate Agent with Emplifi Care.
These settings will not be used after the new Care-based integration has been deployed, but may be required to finalize processing of existing cases created prior to the migration. Settings for the new/updated integration are found here: https://emplifi-docs.atlassian.net/wiki/spaces/ATRG/pages/539852802/Company+Definitions+Company+Settings#Social-Care
The Community Inbox and Emplifi Agent integration allows customers to have a seamless conversational flow that enables an agent to:
create cases from an incoming social conversation in Community Inbox.
respond to cases from within the Agent interface on the same channel the conversation was received.
The following fields are required for integration:
Field | Description |
|---|---|
Inbox Url Category | Enter the category code that stores the Community Inbox URL. |
Text Type | Select the Text Type code that will hold the metadata sent by Community Inbox. |
New Case Action Type | Select the Action Type code for transferring the Community Inbox case to the Agent queue. |
Community Inbox Token | Enter the Community Inbox Token provided by the Emplifi Support team. |
Community Inbox Read Only Token | Enter the Community Inbox Read Only Token provided by the Emplifi Support team. |
Emplifi Social
Integration with social channels can be done via Emplifi Social Marketing Cloud’s Care module. Contact your Customer Success Manager for migration details.
These settings will not be used after the new Care-based integration has been deployed, but may be required to finalize processing of existing cases created prior to the migration. Settings for the new/updated integration are found here: https://emplifi-docs.atlassian.net/wiki/spaces/ATRG/pages/539852802/Company+Definitions+Company+Settings#Social-Care
The Emplifi Social system identifies a social media post that may be of interest to an agent. The entry is delivered to an agent for review and the agent may decide to respond back to the author. The following settings allow Emplifi Agent to integrate with the Emplifi Social system:
Field | Description |
|---|---|
Case Origin Category | Select the category for the case defined as the "Origin" category. |
Case Origin Code | Select the origin code that the origin category is set to when creating social media cases. |
Post ID Category | Select the category that is used to store the social interaction’s post ID. |
Conversation ID Category | Select the category that is used to store the social interaction’s conversation ID. |
Text Type | Select the text type code to assign to the case text containing the social interaction’s content. |
Other Case Text Types | Enter any other text types used for case text created by social media action postings. |
Social Token | Enter the Social Token provided by your Emplifi Social representative. This token gives Emplifi Agent permission to log into Emplifi Social. |
Update only open cases | Select this option to update an open case on a consumer reply. If a case is closed, it will not reopen on a consumer reply. Instead, a new case is created. |
New Case Action Type | Select the action type to use when you are creating a new case from a social media posting that is managed within Emplifi Agent. |
New External Case Action Type | Select the action type to use when you are creating a new case from a social media posting that is managed by the Emplifi Social system. |
Response Action Type | Enter the action type to use when an agent sends a response to a social media posting. |
Originator Response Action Type | Select the action type to use when the originator of a social media posting responds to an agent’s reply and the conversation is managed within Emplifi Agent. |
External Originator Response Action Type | Select the action type to use when the originator of a social media posting responds to an agent’s reply and the conversation is managed by the Emplifi Social system. |
Transfer Closed Action Type | Select the action type to reopen a closed case from a social media posting that is managed by the Emplifi Social system. |