Social Channels on Message Thread

Recently, when setting up the Social Channels in a new environment, I came across a distress: I was not able to respond through the same Social channel.

I reviewed my steps:

I had configured the Cloud Monitor correctly;
I had created and set up Facebook Channel correctly;
I had created and set up Twitter Channel correctly;
I was able to monitor both Social channels;
I was able to create an incident in order to respond to a tweet/post.

But on the message thread of the incident created from the post/tweet, I was not able to see the social channel option when I clicked the channel drop down list. I could only see the standard options: Phone, Fax, Post, Email, CSS Web or No Channel.

The problem was that when I clicked “Respond” or “Create Incident” on the Cloud Monitor, an Incident was being created and the default message type in the message thread was “Customer Entry” (where I could only see the channels: Phone, Fax, Post, Email, CSS Web or No Channel).

But if I changed the message type to “Response” – by clicking “Add” > “Reponse”…

… I was now able to see the Twitter (or Facebook) channel (if the Contact associated with the Incident had a Twitter or Facebook channel username).

It seemed to me that, whenever I created an incident, it was logical to be able to have the message type default to “Response” instead of “Customer Entry”. And this can be done by editing the Incident workspace:

Open the Incident workspace
Go to the “Messages” tab
Select the messages control (aka “Rich Text Incident Thread”)
Go to the “Design” tab > “Options” section
Click “Default Thread” > “Default Thread on New/Edit” and select “Response”

Now, whenever I create an incident, the default message type is “Response” and I can straightaway see the available channels through which I can respond.

Thank you to Hari Menon (Oracle Product Manager) and Luke Brennan (Oracle Pre-Sales Consultant) for the support.

Cloud Monitor: Twitter Channel

Cloud Monitor allows your company to monitor and participate in conversations on the Social Networks, interacting with the customers through Facebook, Twitter and listening on YouTube, Blogs or other RSS Feeds. From the searches in the Cloud Monitor agents can create incidents to pro-actively communicate with customers and follow up customers’ issues and also identify trends or experiences.

Social Channels have to be set up in order for RightNow to be able to search the Social Networks for posts and comments related to your organization and its products/services. These channels include Facebook, Twitter, YouTube, and RSS feeds.

Twitter
RightNow CX provides a default Twitter channel that you can access through the cloud monitor to perform searches of Twitter’s public feed. In order to monitor the public feed, you must first create a Twitter channel account and then select it from the Twitter channel editor.

Channel accounts enable agents to monitor, automatically create incidents, and send responses publicly or privately from the RightNow Agent desktop to public tweets or private messages sent to your organization’s Twitter account.

To add a channel account for Twitter:
1. Click the Configuration button on the navigation pane.
2. Double-click Channel Accounts under Service. The Channel Accounts tree displays.
3. Click Twitter and then click the New button on the ribbon to display the editor.
4. Type a name for the Twitter channel account in field Name.
5. Define how private messages will be processed in Private Message Permissions.
6. Select a group check box to associate all staff members in the group with the channel account or expand the group to select staff members individually.
7. Click the Grant Access button on the Channel Accounts editor. The Twitter Login window displays.
8. Type the user name and password of the Twitter account.
9. Click the Authorize App button. A message informs you that you have been granted access.
10. Click the OK button.
11. Click the Save and Close button on the ribbon.

To enable the public Twitter channel for social monitoring.
1. Click the Configuration button on the navigation pane.
2. Double-click Channels under Service in the configuration list. The Channels tree displays.
3. Click the Twitter down arrow and then select the Twitter channel to display the editor.
4. Type a name for the channel in field Name.
5. Click the drop-down menu to select the channel account you want to use to authenticate cloud searches.
6. Click the Save and Close button on the ribbon.

Note: Once the channel is saved and has been used to perform cloud searches, the Search Manager button on the Channels editor ribbon will become active. This function provides access to a utility for managing cloud searches by channel.

Cloud Monitor: Facebook Channels

Facebook
RightNow CX provides a default Facebook channel that you can access through the social monitor to perform searches of Facebook’s public feed. In addition, you can add custom channels to focus your searches to specific Facebook pages. By adding a custom Facebook channel, you can perform cloud searches that are confined to the posts on your organization’s
Facebook page.

To add a custom Facebook channel:
1. Click the Configuration button on the navigation pane.
2. Double-click Channels under Service in the configuration list. The Channels tree displays.
3. Click Facebook and then click the New button on the ribbon to display the editor.
4. Type a name for the custom channel in the Name field.
5. Click the Grant Access button. The Facebook Login window displays.
6. Type the email address and password for the Facebook account associated with the page.
7. Click the Log In button to sync the account with the channel you are creating.
8. Enter the necessary field information (Fan Page, Fan Page Id, etc).

Note: Once the channel is saved and has been used to perform cloud searches, the Search Manager button on the Channels editor ribbon will become active. This function provides access to a utility for managing cloud searches by channel

If you want your staff to be able to interact with customers on Facebook, you can also define a channel account to permit specific staff members to monitor your Facebook pages and send responses (Note: when agents reply to Facebook posts, their replies appear to come from the fan page and not from individual persona).

To provide staff access to a Facebook channel account:
1. Click the Configuration button on the navigation pane.
2. Double-click Channel Accounts under Service. The Channel Accounts tree display.
3. Click the arrow next to a Facebook custom channel to expand it and then click its contained channel account to display it on the editor.
4. Type a name for the Facebook channel account in the Name field
5. Select a group check box to associate all staff members in the group with the channel account or expand the group to select staff members individually.