Handle Social Messages in CXone Agent Embedded

This page is about handling private messages on social media platforms. You can also handle public social platform interactions with CXone Agent Embedded.

You can handle social messages in CXone Agent Embedded if your administrator has enabled them for you. Social messages assigned to you appear in the Interactions Menu, marked by one of these icons:

  • the Apple Messages for Business icon: a gray apple.: Apple Messages for Business message
  • icon of a lightning bolt inside a blue chat bubble.: Facebook Messenger message
  • the Instagram icon, a camera.: Instagram message
  • the Line icon: the word Line in a green speech bubble.: LINE message
  • the Microsoft Teams icon: icons of people with the letter T.: Microsoft Teams message
  • the Slack icon: blue, red, yellow, and green lines.: Slack
  • The X icon, a white letter X in a black box.: X (formerly known as Twitter) message

If you are using CXone Agent Embedded in Microsoft Dynamics, a new Microsoft Dynamics session may open when a social message interaction is assigned to you. This session has tabs configured by your administrator to help you handle the interaction.

Answer Inbound Social Messages

If you reply to an interaction that isn't assigned to you, CXone Agent Embedded does not automatically assign it to you. You can reply to the interaction even when it's unassigned. Interactions are assigned to you if they are routed to you or transferred to you. You can also manually assign the interaction to yourself.

  1. Launch CXone Agent Embedded and sign in.

  2. Select the inbound message from the Interactions Menu.
  3. If Reject and Accept appear, click Accept.
  4. Read the contact'sClosed The person interacting with an agent, IVR, or bot in your contact center. message.
  5. Draft your response in the response field. You can Attach files icon of a paper clip. or insert an Emoji icon of a smiley face.. You can copy and paste images to include them as attachments. You cannot resize them.

  6. Click Send Message.

    1. Click the arrow next to Send Message icon of a white arrow pointing down on a blue background. and select an approval queue. Someone assigned to that queue will review your message.

      A message draft appears in the text box. The cursor hovers over the Demo Chat queue. The Request Approval button appears below.

    2. Click Request Approval.

    The message is removed from your inbox and delivered to a reviewer. If the reviewer approves your message, it will be sent to the contact. If they reject it, it will be sent back to you.

Transfer Social Messages

You can transfer social messages to other agents. If you don't know who to transfer the message to, you can transfer it to a skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge or team. The message is then assigned to an agent with that skill or team.

  1. Select the social message you want to transfer from the Interactions Menu.
  2. Assign the social message a Status of New or Open. If the message has a different status, it cannot be transferred.
  3. Click Options icon of three vertical dots. > Consult / Transfer icon of a person with a right arrow..
  4. In the Directory, search for the agent, skill, or team you want to transfer the message to. You can use the drop-down below the search bar to switch between directories.
  5. Hover over the agent, skill, or team in the search results and click Transfer icon with two arrows, one pointing right and one pointing left..

Elevate Social Messages

You can elevate a social message to another channelClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on.. This allows you to select the best channel for handling the contact. For example, if you could better assist a contact over the phone, you can elevate the social message to a call. You can elevate to these channels:

Current interaction channel Can elevate to
Chat Voice Email SMS WhatsApp
Email Voice   SMS WhatsApp
SMS Voice Email SMS WhatsApp
Private Social Voice Email SMS WhatsApp
Public Social Voice Email SMS WhatsApp
WhatsApp Voice Email SMS  

You cannot elevate interactions with a statusClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. of Closed. Do not elevate interactions when you're in an unavailable stateClosed The availability status of an agent.

  1. Click Add Outbound icon of a plus sign in a gray box. above the contact's messages.

  2. Enter the contact's ID for the channelClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. you want to elevate to. For example, if you're elevating the social message to email, enter the contact's email address.

  3. Select the channel you want to elevate to.

  4. Select a skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge from the drop-down if it appears.

    Add Outbound has been clicked. In the pop-up that appears, the agent has entered an email and selected a skill.

  5. Click Start. The elevation starts. If you elevated the social message to a call, the voice control panel appears. Instead of the original channel's icon, the elevated icon icon of one dot branching out into three dots. appears.

    A new tab for the outbound email appears in the interaction space.

Send Social Message Transcripts to Contacts

You can send the full transcript of a social message interaction to the contact's email address. Transcripts can only be sent to one email address at a time. Only text and inline images will be included in the transcript. Attachments, hyperlinks, notes, and tags will not be included.

  1. Click Options icon of three dots stacked vertically. at the top right of the open email.

  2. Select Send Transcript.

  3. In the pop-up that appears, enter the contact's email address.

  4. Click Send.

Use Quick Responses

Quick responses are pre-written replies you can select and send to contacts. Some quick responses have custom fields where you can enter values, such as the contact's name.

  1. Open an interaction in CXone Agent Embedded.
  2. Click Quick Responses icon, a lightning bolt. in the top menu.
  3. Select the quick response you want to use:
    • From the list of quick responses that appears under the View All tab.
    • By searching for a specific quick response using the Search bar.
    • From the Favorites tab.
  4. You can click Favorite icon, a star. to the right of the quick response name to have it appear on the Favorites tab.
  5. In the quick response form, fill in any custom fields, and click Insert.
    Quick Responses, showing a template reply and customizable fields where you can enter text to customize the quick reply.
    The quick response appears in the response field for the interaction. 
  6. Edit the quick response if necessary, then click Send Message.

Add Notes and Tags

You can add notes and tags to individual social messages. Contacts cannot see notes and tags, but other people in your organization can.

Add a Note

You can add a note to a message to:

  • Record information about the contact. If the interaction is transferred to another agent, your note can help them handle the interaction.

  • Give your supervisor, manager, or coach context about a response you sent.

  1. Click Add Notes Icon of a clipboard. under the response field.

  2. In the yellow Note box that appears, enter your note.

    A yellow box labeled Note has a text box and buttons for Save and Cancel. The name of the agent who wrote the note appears above it.

  3. Click Save.

Add a Tag

You can add a tag to a message to:

  • Help you find that message later.

  • Categorize the message.

  1. Click Add Tags Icon of a thick arrow with a plus sign inside. next to the contact's name in the message.

  2. Click + Add New.

    A window appears that says Click add to add first tag. It displays a button that says + Add New.

  3. Select a tag from the drop-down list, or create a new tag by entering a name.

View Response Timers

If your CXone Agent Embedded administrator has enabled them, response timers for social messages display in the Interactions Menu. There are two types of response timers:

  • Agent Timer: Indicates how long the contact has been waiting on you to respond. When fifty percent of your allotted time is left, the alert icon of an exclamation point inside a yellow triangle. appears in yellow. When the timer reaches 0:00, the alert icon of an exclamation point inside a red triangle. appears in red.

    Below the contact's name and the skill, the box says Agent Timer, with the timer next to it.

  • Customer Timer: Indicates how long you've been waiting for the contact to respond.

    Below the contact's name and the skill, the box says Customer Timer, with the timer next to it.

    When fifty percent of the contact's allotted time is left, the alert icon of an exclamation point inside a yellow triangle. appears in yellow. You can give the contact more time to respond by clicking +Time, if your administrator has enabled this for you. When the timer runs out, the interaction is removed from your inbox. If the contact responds after this, the interaction is re-assigned to an agent.

    The yellow alert icon appears, and the text Customer Timer turns yellow.

Use the Customer Card

If your administrator has enabled it for you, the customer card provides information to help you handle contacts. To view a customer card, open an interaction and click Customer Card icon: a person next to a document. in the top menu.

Translate Social Messages

If the contact speaks a different language, CXone Agent Embedded can translate their messages into your language in real time. It displays both the contact's original message and the translation. It can also translate your messages into the contact's language. The contact does not see your original message, but is informed that your message is translated.

Your administrator must enable this for you.

  1. Click Options icon of three dots stacked vertically. at the top right of the open interaction.

  2. Select Translate Messages.

  3. In the Customer Language drop-down, select the contact's language. Select your language in the My Language drop-down.

  4. To translate the contact's messages into your language, select Translate Customer Messages.

  5. To translate your messages into the contact's language, select Translate My Replies.

    The Translation Options pop-up, with fields for Customer Language, My Language, Translate Customer Messages, and Translate My Replies.

  6. Click Apply. A notification appears above the response field, letting you know messages are being translated.

Delete Social Message Content or Author Name

You can delete the content of inbound and outbound social messages. You can also delete the name of the author of inbound social messages. Like masking a call, this allows you to hide sensitive information, such as account numbers and personal ID numbers. When you delete an author name, it is replaced with "Anonymous." When you delete content, it is replaced with "Content Deleted." Contacts can still see any content and author names you delete. If the interaction is transferred, deleted content and author names do not appear to the next agent.

Your administrator must enable this for you.

  1. Click Options Icon of three vertical stacked dots. next to the specific social message.

  2. To delete the content of the social message, click Delete Content.

  3. To delete the name of the author of the social message, click Delete Author Name.

  4. In the pop-up that appears, click Delete.

Assign Statuses to Social Messages

In the Outcomes window, you can assign a statusClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. to an interaction. Statuses indicate the result of the interaction. For example, if you answered a contact's question, you could select Resolved. Note that:

  • You cannot change an interaction's status after it's set to Closed.

  • In order to edit the Status, Disposition, Notes, and Tags of an interaction, it must be assigned to you. If you are previewing an interaction, you cannot edit those fields.

  • You may need to assign a status to an interaction before you can close it.

The Outcomes window shows the contact's name, a drop-down for Status, and a Save button. It may also show fields for Disposition, Tags, and Notes.
  1. Open an interaction that is assigned to you. Click Options icon of three dots stacked vertically. > Outcome icon of a check mark inside a circle with a blue border..
  2. Select a Status from the drop-down.
  3. If the Disposition field appears, select a disposition. These options depend on the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge for the interaction.
  4. You can enter Notes about the interaction. You can also add Tags to help you find the interaction later.
  5. Click Save.

A green check mark will appear next to interactions marked with a status of Resolved.

Close Social Messages

When you're done handling an interaction, you should close it. Your administrator configures the maximum number of digitalClosed Any channel, contact, or skill associated with Digital Experience. interactions you can have in your inbox. If you reach that number, you cannot receive new digital interactions. This includes digital interactions automatically routed to you. For example, if your administrator has set the maximum number to 3, and you have three digital interactions in your inbox, you cannot receive new digital interactions.

If your administrator has configured this, digital interactions are automatically dismissed from your inbox when you mark them as Resolved or Closed. This happens after a certain amount of time your administrator configures.

You can manually close an interaction by following these steps:

  1. Assign the interaction a status of Resolved or Closed.

  2. Click Options icon of three dots stacked vertically. at the top right of the open interaction.

    The More icon, three vertical dots, is clicked. A drop-down appears with options. The cursor hovers over the option for Unassign and Dismiss.
  3. Select Unassign & Dismiss. The interaction is then closed and removed from your Interactions Menu.