Integrate Agent with Emplifi Care

Integration with Social Channels for Emplifi Agent can now be done via Emplifi Social Marketing Cloud’s Care module. Existing Social Engage customers can contact their Customer Success Manager for information on migrating to the Care-based integration.

Emplifi Care is a social media engagement solution that can be integrated with Emplifi Agent. The Emplifi Care 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.

Emplifi Care creates a case in Emplifi Agent and attaches the social media post as case text. An agent can then view the case text on the new case and determine the response to be made.

Responding to a social media post

There are two ways to respond to a social media post.

• Use the Social Conversation Panel

• Use the Post to Social Media window within the Text section of the case.

Using the Respond to Social Media window

1. In the Text section menu, click Respond to Social Media.
   The Post to Social Media window will open.
   In the Post to Social Media window, verify that you are only responding to the author of the post by removing unwanted Twitter handles.

2. Enter your desired response, up to 140 characters. If you exceed the 140-character limit, your response is sent as two messages rather than one.

3. The Response Type field has a drop-down list with "Public" and/or "Private" options.

   • If the last message pulled from the Social Media message is a Public message, then you can choose "Public" or "Private" as your Response Type.

   • If the last message pulled from the Social Media message is a Private message, then the only available Response Type is "Private".

4. Click Send Response.
   Your response is sent to the Emplifi qCare web service, which then posts it to the social media site. Emplifi Agent posts a response action which may be defined to also create a case text.

Using the Social Conversation Panel

1. There are two ways to access the Social Conversation Panel:

   • When the Open Social Media window on case open field is selected on the User Options screen or set up by your administrator (for more information, see System User Codes), the minimized panel is opened automatically upon opening a case.

   • The panel is opened manually from the Text section menu on the case. Click Open Conversation and the Social Conversation Panel will open.

2. In the Type Response Here box, enter your desired response.

3. The Response Type field will show the type of reply you will send to this message: either Public or Private. The reply will match the how the message was sent.

   • if the last message pulled from the Social Media message is a public message, then "Public" is your Response Type.

   • If the last message pulled from the Social Media message is a private message, then the Response Type is "Private".

4. Click Post to send your response. The panel will display the conversation.

The Social Conversation Panel does not dock on the screen. An agent may move the panel to the most convenient place on the screen or minimize the panel when not in use.