Social Messaging Administration

Overview

The Symbee Connect Social Messaging integration allows you to fully service 2-way social conversations fronted by your Zendesk Sunshine Conversations account within your Symbee Connect enabled Amazon Connect instance. Zendesk Sunshine Conversations offers a complete set of integrations in all the commonly used social messaging platforms. Additionally Symbee Connect also offers an integration to the Twilio platform for using the Twilio WhatsApp integration.

The following functionality is provided:

• Route inbound Social messages into your Symbee Connect instance and queue them to the next available, appropriately skilled agent for servicing in a 2-way Social conversation:
• The first new SMS message received from a customer’s phone number begins a Social Conversation within Symbee Connect. After the conversation is delivered to an agent, all subsequent SMS messages sent between the agent and customer are part of that Conversation, with the conversation concluding when the agent ends the dialogue and wraps the associated interaction.
• Inbound Social Messages (conversations) can be optionally configured within Symbee Connect to be first routed via Amazon Connect Chat, therefore starting in an Amazon Connect Contact Flow for self service and Lex Bot integration, then subsequently queued to a Symbee Connect Agent for further servicing as needed.
• All the same chat-based Symbee Connect functionality like Auto-Text libraries, Work Codes/Dispositions and Audible Chat Notifications are available for use in the Social Conversations, just like any other Chat conversation serviced with Symbee Connect.

Social Messaging Configuration

This screen lists and lets you maintain your currently configured Symbee Connect Social Messaging configurations. Options are available to Modify, Delete and Add Social Messaging Endpoint.

Each Social Messaging configuration represents an application configured in your Social Messaging gateway provider. Within your Social Messaging provider, social handles will then be mapped to your application. The Social Messaging configuration in Symbee Connect then associates the conversations from those social handles mapped to the application, to either Skill Queues or Amazon Connect Contact Flows (if Delivery Provider is set to Amazon) to allow the Social conversations to be routed to your contact center agents.

Also refer to the Setting up your Sunshine Conversations integration step by step that guides you through setting a Social Messaging integration using Sunshine Conversations.

Add Social Messaging Endpoint

Endpoint Code

Enter a code that will be displayed in pick-lists within the Administration Portal to represent this endpoint configuration.

Endpoint Name

Short description for the new Social Messaging Endpoint.

Maintain Social Endpoint Settings

Social Endpoint Configuration

Social Messaging Provider

The backend Social Messaging Provider being used. Select Smooch (Zendesk Sunshine), or Twilio.

Social Messaging Type

The type of Social Messaging conversations being received by this endpoint.

Provider API Username

If applicable, the authentication username value used with the backend Social Messaging Provider.

Provider API Password

If applicable, the authentication password value used with the backend Social Messaging Provider.

Provider API Key

If applicable, the authentication public API key value used with the backend Social Messaging Provider.

Provider API Secret Key

If applicable, the authentication secret-key value used with the backend Social Messaging Provider.

Backend Channel Group ID

Related to Backend Channel ID (below), if unique channels can be grouped together in the backend Social Messaging Provider, this is the Identifier of the owning Channel Group the Channel ID below belongs to in the Social Messaging Provider configuration.

Backend Channel ID

The unique channel identifier this endpoint represents within the backend Social Messaging Provider.

Provider API REST URL

The base prefix of the backend Social Providers REST URL to send outgoing message requests to.

Delivery Provider

Choose the delivery provider to use for handling the chat conversations received through this Endpoint. See Selecting the Chat Delivery Provider for further details on this.

If using Amazon as the Deliver Provider, you will also need to make sure you have run the Amazon Connect Chat Integration CloudFormation - refer to the Setting up your Sunshine Conversations integration step by step guide for instructions on this.

Skill Queue

Only relevant and displayed if the Delivery Provider is set to Symbee. Choose the Symbee Connect Skill Queue new incoming Social conversations from this endpoint will be routed to.

Contact Flow

Only relevant and displayed if the Delivery Provider is set to Amazon. Choose the Amazon Connect Contact Flow new incoming Social conversations from this endpoint will be initially routed through.

Chat Control

Suppress System Messages to Customer

If enabled, system-generated conversation state messages (for example: Agent disconnected, Conversation ended) will not be sent out to the customer.

Idle Timeout in Minutes

The time in minutes (between 1 and 60) after which the conversation will be automatically ended if no message activity (from either side) is seen.

Idle Timeout Message

The message sent when an idle timeout occurs.

Maximum Chats Message

The response message sent to the customer in a maximum chats reached condition.

Social Endpoint Webhook URL

The configuration in your Social Provider will require a Webhook URL to send callback requests to for incoming Social messages. Use the URL displayed here as the Webhook URL for this Social Endpoint when setting up the configuration in your Social Provider.