Genesys Cloud – Additional Facebook brand mention content for social listening

In a future release, Genesys Cloud will expand Facebook social listening to capture additional public content in which an integrated brand page is mentioned. Supervisors can review and filter supported mentioned posts and comments in social listening, while agents can receive escalated content in the agent desktop and respond when appropriate.

What’s changing

• Mentioned posts – Genesys Cloud ingests supported public Facebook posts, including photo, video, and text posts, when the integrated brand page is mentioned in the content or caption. 
• Mentioned comments – Genesys Cloud ingests supported public comments in which the integrated brand page is mentioned. 
• Social listening analysis – Supervisors can view supported mentioned content and its available engagement data in social listening and filter results by post type. 
• Agent responses – Administrators can use social escalation rules to send supported content to the agent desktop. Agents can view the content and attached media and respond publicly or privately where supported.
• Post links – Supervisors and agents can use a link from supported content to open the Facebook post or comment where the brand was mentioned. 

Why this matters

Customers may discuss or ask questions about a brand publicly on Facebook without contacting the organization directly. Bringing supported brand mentions into social listening gives supervisors visibility into those conversations and allows organizations to escalate relevant content to agents for a response. It also gives supervisors a way to review engagement and filter the additional content alongside their existing Facebook social listening data.

Action required

No action is required. Administrators can configure data ingestion and social escalation rules for the additional supported Facebook content when they want to monitor or route it to agents.