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Twitter Editor

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Twitter Editor

 

The Twitter editor lets you reply to inbound Twitter comments that are posted directly to the Account Page in Twitter that you are monitoring.

 

Figure 15-1: Twitter Editor

 

Like all channels, access to the Engage Twitter channel is configurable on a site by site and agent by agent basis. Depending on the needs of your Contact Center, you may or may not have access to this channel.


Features

 

Message templates—include standard responses in your outgoing messages. Templates can include customer information (for example, the customer's first name) to create more personal messages.

 

Remaining character count—the remaining number of characters is displayed as you compose your message.

 

Categories—messages can be assigned to a category, which is useful for reporting and analysis.

 

Message review—Engage can be configured to send outgoing messages to a QA (quality assurance) person for review before sending to the customer.

 

Schedule a message—you can select the time and date for your message to be sent.

 

Twitter Direct Messaging—send private message via Twitter to your followers.

 

Direct Messaging

A direct message (DM) is a private message sent via Twitter to one of your followers. You can only send a direct message to a user who is following you; you can only receive direct messages from users you follow.

 

Following Customers

To follow or unfollow a customer's Twitter account:

  1. Locate the customer's record.
  2. Click the Edit information (pencil) icon in the customer record panel.
  3. Click the Twitter More Details link.
  4. Click the Follow button.

Figure 15-2: Twitter More Details Link and Dialog

 

Following/Being Followed From Multiple Accounts

Customers may follow you from multiple Twitter accounts. When this is the case, each account appears in its own detail window when you click the Twitter More Details link, as shown in Figure 15-3.

Figure 15-3: Twitter More Details Panel

 

If you have multiple Twitter accounts configured for your Engage instance, you can select which accounts to use when following a customer by clicking the Following button. This displays the Choose an account to follow dialog, as shown in Figure 15-4. Use the controls on this page to follow or unfollow the selected accounts.

Figure 15-4: Choose an Account to Follow Dialog

 

Fields, Buttons and Menus

Name

Description

Send Asmenu

Lets you change the type of message being sent. To select a new message type, you must have processing rights to the selected channel, and the customer record must have a valid and contactable address for that channel. For example, to change from the Twitter editor to the SMS editor, three conditions must be met:

  1. You must have the right to access this channel.
  2. There must be a valid mobile phone number in the customer record.
  3. That mobile phone number must be marked as "contactable" (checked).

Close (X)button

Closes the editor. If you have unsaved changes, you will be prompted to save a draft of the message, discard your changes or cancel the action.

To: field

The default Twitter account assigned to the customer record. If multiple Twitter account are available, you can change the Twitter account to any other contactable address using the drop down menu.

If you are replying to an incoming message, the default address is the Twitter account of the sender to whom you are replying. If you are initiating an outbound message, the default address is the currently preferred (marked with a "star" icon) Twitter account assigned to this customer record, provided it is also contactable (marked with a "check"). If there is no preferred Twitter account, then the default is the first contactable Twitter account shown in the customer record.

In general, you should not change the Twitter To: account when replying to incoming tweets. Doing so may confuse customers who have tweeted from one account, only to receive a reply on a different account.

From: field

The default sender's Twitter account. This is configurable by a site administrator.

You may change the default from address to any Twitter account configured for your site. However, when replying to an inbound tweet, you should use the account to which the tweet was originally posted.

Post As

Determines the type of social media post. The Twitter editor currently supports the following post types:

  • @reply—The default post type for most inbound messages (except for messages sent by your Twitter followers).
    • @replies are linked to the original parent tweet.
    • @reply messages appear on our twitter account in every instance.
    • Customers following you on Twitter can see @reply messages in their Twitter account.

Direct Message—Direct messages are private messages that are visible only to you and the customer.

  • Direct messages are the default post type for replying to your Twitter followers.

Retweet—Retweets are displayed on your Twitter account, as well as your followers' accounts.

Status Update—Status updates appear on your Twitter account, as well as your followers' accounts.

Select Templatemenu

Inserts the selected message template.

A message template is predefined text which can inserted into the body of an outbound message. Templates can contain style elements, such as bold, underline, colored text, etc. Templates may also contain fields which derive data from the customer record, such as first and last names, allowing you to easily customize and personalize the reply.

### characters left

Displays the number of characters remaining for the message. Twitter messages are limited to 140 characters. Once the character limit is exceeded, you won't be able to enter more text into the editor.

Message body

Compose your message in the body field. If you have selected a message template, it will will appear here. You can use the rich text controls to add style and formatting to the message. The built-in spell checker supports multiple languages.

Categorymenu

Categories provide a way to group related messages and calls, which is useful for tracking and analysis. Categories and sub-categories are defined by your site administrator as needed. Assigning messages to a category may be optional, or it may be mandatory, depending on your site settings.

Subcategorymenu

Subcategories provide an additional level of reporting. For example, you might have a category of "Sales" and subcategories for your various product lines. Assigning a subcategory is optional, even if the primary category selection is required.

Schedulefield

Figure 15-5: Schedule Message Delivery

Allows you to schedule delivery of this message for a specified time in the future. You can type in a date and time in your site's current date format, or you can use the calendar and time sliders to a select the scheduled delivery. Click the Schedule: field to display the calendar widget. Click Send to add this message to the outgoing message queue.

Message scheduling is based on the time zone set for your instance of Engage, which may be different from your local time.

You can review scheduled messages before they've been sent by selecting them from the My Tasks panel. To reschedule the message for a different time, click the Edit button in the message panel.

Reviewcheckbox

When checked, the message will be flagged for review by a QA agent. This option appears when your site is configured to perform message quality assurance (QA). Some, all or none of your messages may receive QA review before being sent.

Sites that are configured to perform message review will also be configured to send messages within a specified time limit. If this time limit is reached before review of a flagged message has been completed, the message will be sent without that review.

Last saved timestamp

The time and date your message was last saved. Engage automatically saves your messages as you work on them. The timestamp message shows two states:

  • Not saved
  • Last saved time stamp

You can manually save your message by choosing Save Draft when closing a message with unsaved changes.

Discardbutton

PERMANENTLY discards the message without sending it. You will be prompted to save a draft of the message, discard your changes or cancel the action.

Once a message has been discarded it cannot be recovered.

Schedulefield

Allows you to schedule delivery of this message for a specified time in the future. You can type in a date and time in your site's current date format, or you can use the calendar and time sliders to a select the scheduled delivery. Click the Schedule: field to display the calendar widget. Click Send to add this message to the outgoing message queue.

Message scheduling is based on the time zone set for your Engage instance, which may be different from your local time.

You can review scheduled messages before they've been sent by selecting them from the my tasks panel. To reschedule the message for a different time, click the Editbutton in the message panel.

Send button

Sends the message. If the message has been scheduled, Send places the message in the outgoing message queue.

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