Accept and respond to a social listening interaction

AI-generated summary

Genesys Cloud provides social listening interaction capabilities that enable agents to accept and respond to messages from multiple social media platforms within the Agent Workspace. Agents require specific permissions to create public posts, view and delete NSFW content, and edit post attributes. Upon accepting a social listening interaction, agents can view the message along with its channel identifier and access the original parent post when available. The system supports both public and private messages, with NSFW images filtered from escalation to the Agent Workspace. Genesys Cloud escalates up to 10 messages per minute, with administrator-configurable higher limits. Platform-specific functionality varies across channels. Google Business Profile interactions display sentiment analysis based on review ratings, with responses taking up to one hour to appear; only public responses are supported, and attachments cannot be sent or received. Meta platform interactions have limitations where GIFs and stickers are not viewable, and responses to non-owned accounts post as separate comments rather than threaded replies. X (formerly Twitter) interactions can display follower counts and verification badges configured by administrators, distinguishing individual users (blue badges), commercial users (gold badges), and government entities (gray badges); direct message media arrives as links, and media cannot be sent for X interactions. Agent responses support text and emojis within character limits, canned responses, and external contact creation or editing. Agents determine response visibility by selecting either public or private options, with public responses showing a preview before sending. Character counters track remaining capacity based on the character set in use. File attachments can be added via drag-and-drop, clipboard paste, or the Attach file option; multiple files are sent as individual messages. Messages are sent via the Send button or Enter key, with public visibility as the default; private responses require selecting an alternative visibility option through the Send as Public menu. Agents can reply to specific public messages using the Reply function. Interactions are ended through the End Messages option, followed by after-contact work completion. Agents who decline or do not answer interactions within a specified timeframe enter Not Responding status and do not receive new interactions; declined or unanswered interactions return to the queue. Genesys Cloud confirms successful message delivery with a checkmark; delivery failures display warnings with error details accessible via the Copy with context option. Message resending and copying are available through the More menu beside the sender's name. A maximum of 50 messages per minute can be escalated as a conversation; exceeding this limit triggers throttling, requiring manual escalation of throttled messages. Common messaging errors include pending delivery for offline users, server rejections due to outages, and network connectivity failures; lost messages can be manually resent.

PrerequisitesClick to expand

Log in as an agent and go on queue. The Agent Workspace opens and new messages appear in the Active Interactions list.
To accept a social listening interaction, click Answer. The social listening message appears.
General
Below the message, the channel identifier appears.
To see the original post that prompted the message, expand the channel identifier box and then click Click to View Parent Post . The Click to View Parent Post and View Post options are not available for every interaction:
View Post only appears for posts on accounts that you do not own.
The parent post link only appears for posts that contain comments or replies.
The interaction can include both public and private messages.
To reply to a specific public message, select that message.
If Genesys Cloud detects NSFW images in a social post, it does not escalate either the images or the content to the Agent Workspace.
Genesys escalates 10 messages per minute. Your administrator can request higher limits.
Google Business Profile
Google Business Profile interactions display the open messaging icon.
To identify Google Business Profile interactions, the subcategory appears below the open messaging identifier in the active conversation window.
You can view and respond to both reviews with ratings in addition to ratings-only interactions. Genesys Cloud determines the sentiment from the content of ratings with reviews. For ratings-only interactions, Genesys Cloud uses the following scale:
four or five stars – Positive
three stars – Neutral
one or two stars – Negative
Google Business Profile reviews can take up to one hour to appear. To view the reviewed location, click View Review. If you send a second reply, it replaces your previous reply. If a customer edits their review, the update appears as a new message within the same interaction if it happens within the threading timeline. If the edit happens outside the threading timeline, it creates a new interaction.
Meta
Because Meta does not include GIF and sticker information, any Facebook GIFs or stickers that a user sends are not viewable.
Due to Meta restrictions, if you respond to a non-owned account, Meta posts your response as a new and separate comment rather than as a threaded reply to the specific content you respond to. If that is unacceptable, respond using the native Facebook interface.

X
For X interactions, your admin can configure Genesys Cloud to display follower counts and verification badges:
Blue badges indicate individual users.
Gold badges indicate commercial users.
Gray badges indicate government entities.

Type your response to the incoming message.
General
Your response can include text and emojis up to the characters limit.
You can use canned responses in your message.
The counter below the message entry box shows how many characters you have remaining on the character set that you are using.
You can also create or edit an External Contact. For more information, see Create or promote a contact in the profile panel
To determine the visibility for your response, below the response, click either Send as public or Send as private. If you select Send as public, Genesys Cloud shows you a preview of the message before you send it. To edit the message, above the preview, click More and Reply.
If there is an existing conversation from a user, Genesys escalates any comments from the same user under the same post to the agent workspace, even without a keyword match.
Google Business Profile
For Google Business Profile interactions, you can only send public responses.

(Optional) To attach a file, do one of the following:
- Drag and drop the file into your message.
- Paste the file from your clipboard.
- Below the message entry box, click Attach file and locate the file that you want to attach.
  Notes:
  - If you attach multiple files, Genesys Cloud sends them as individual messages.
  - Incoming media from X direct messages arrives as a link.
  - You cannot send media for X interactions.
  - Because Google Business Profile does not support attachments, you cannot send or receive attachments with Google Business Profile interactions.

To send your message, click Send or press Enter.
Note: By default, Genesys Cloud sends the response publicly. To send the message privately, click Send as Public > and select your preferred visibility. Genesys Cloud sends the message as a response to the latest public message. If you want to respond to a different public message, above the message, click More and Reply.
To continue the conversation, repeat steps 3–4 as needed.
To end the interaction, click End Messages.
Complete any needed after contact work.
Notes:
- When you decline or do not answer an interaction within a certain amount of time, Genesys Cloud places you into Not Responding status. While Not Responding, you do not receive new interactions. Declined or unanswered interactions reenter the queue.
- Genesys Cloud confirms a successful message delivery with a . If message delivery fails, Genesys Cloud displays a warning to inform you of a delivery error. For more information, see Messaging errors and explanations.
- To resend or to copy a message, beside the message sender’s name, click More and then either Resend or Copy.
- You can escalate a maximum of 50 messages per minute as a conversation. If you exceed this limit, Genesys Cloud throttles message processing and does not allow automatic escalation. You must escalate throttled messages manually. For more information, see Social Listening Posts view.

Messaging errors and explanationsClick to expand

Error	Description
Note: To see the error that the platform returns, click More and then Copy with context.
	Pending delivery. The end user receives the message when they return to online.
	Genesys Cloud successfully sent the message, but the server rejected it due to a server outage. The message is lost. To send it again manually, click Resend. Note: If you exceed your message limit, you receive a similarly formatted message. Contact your admin for more information.
	Genesys Cloud was unable to reach the server. For example, a network outage could cause this error. The message is lost. To send it again manually, click Resend.