Social Channel

Social Channel


Social is a channel that will support social media platforms. The Social messaging integration broadens the chat support options for consumers by enabling a chat channel for agents to receive and handle new chat support sessions from consumer's social media accounts.

Agent Experience

Agents can receive an incoming Social support request in the Agent Adapter and send/ receive the following during the Social support session:

  • Messages

  • Images

  • Videos

Social Channel CRM Updates

When an incoming social interaction is connected, the CRM record is created or updated.

The following information is posted to the CRM record if available:

  • Chat ID, language, Chat ended.

  • Pictures and videos sent by the consumer.

  • The chat transcript includes all messages sent by the consumer, the agent, and the system.

Social Channel Real-time Reporting Overview

On the Dashboard Landing Page a Social tile will display.

This will take you to Dashboard > Chats with the Social filter applied.

Monitoring Pages

Social media platform interactions can be monitored on the following monitoring pages by the Queue name.

The Queue column will identify then social channel queues by name.

Agent Monitoring Page

Chats: Connected, Queued, and Completed

Queues Monitoring Page

Real-Time Dashboards

Social interactions can be monitored on the following Real-time Dashboards by applying the Queue > Social filter and selecting the available social platforms.

Dashboards > Chats

Dashboards > Performance Metrics

Dashboards > Queue Reports

The dashboards will populate with the Social filter related data.

Social Channel - Admin Config and Queue Settings

Social Platform Accounts

Each integration makes use of a single (1) social media account that consumers can contact.

Admin Configuration for Social Media Platforms

  1. Go to Settings > Developer Settings > Social Media Platform.

    If no platforms are available a message appears to "Contact your CCAI Platform representative to add your social media support platform."

  2. Under Social Media Platform, a list of your onboarded social media platforms appears. The social media platform status will be available or unavailable.

  3. Toggle the switch to On.

Create a Social Queue

Social queues can have a single queue structure or a set of nested queues.

For multi-language queues, set up a top-level queue for each language so consumers are first prompted to select a language.




  • Command words for EXIT (configurable on Chat settings page)

  • Command words for BACK (configurable on Chat settings page)

Adding and editing Social queues

  1. Go to Settings > Queue.

  2. Click Edit.

  3. If you have queues set up in another channel (IVR, Mobile, or Web), you can copy their structure by clicking Copy Queue From. This replaces any existing queues in the new channel.

  4. To create a new queue, click into the New Item line and type the first queue name.

  5. To create additional queues:

    1. Press enter to create a new queue below.

    2. Press enter + tab to create a branch or leaf queue.

    3. Press shift + tab to go back.

  6. To delete a queue, click X next to the queue name.

  7. To move queues up or down, click on the grid icon next to a queue name and drag to the new location.

  8. Click Done to save your new queue structure.

Social Channel Queue Level Settings

  1. Go to Settings > Queue.

  2. Choose your preferred Social channel queue.

  3. Click Edit.

    Configured queues and the queue menu level settings panel displays.

Channel Settings

At least one agent must be assigned to a queue for the queue to be enabled.

Agents can only be assigned to a leaf queue.

  1. Select the Channel.

  2. Click Assign Agents.

    Select Cascade Group or Percent Allocation.

  3. Click Save.

  4. Click Back to Settings.

    Queue menus are set up and ready to use when the color turns from red to white

Target Metrics

These metrics can be enabled by toggling the switch to On.

Chat Service Level Target: Tracks call percentage of chats answered within the set time frame. Target inherited from Global Settings.

Chat Concurrency: Goal number of chats handled by an individual agent at a time. Used as the default target for all queues and can be overridden for each queue (Settings > Queue). This target is displayed on the Chat dashboard.

Click Save Target Metrics.

Queue Priority

When an agent is assigned to multiple queues, interactions from higher priority queues will get routed to the agent first. See Queue Priority for the routing order.

  1. Toggle this switch to On to set the queue priority.

  2. Click Save Queue Priority.

Hide Selection from Menu

Toggle the switch to Hide to remove this option from the menu.

This selection's direct access points (DAPs) will still be available.

Custom Chat Configuration

The following settings can be enabled by toggling the switch to On.

Once the following settings are enabled, click Save Custom Chat Configuration at the bottom of the this settings section:

Unanswered Message Chat Expiration (during hours of operation): Maximum duration an unanswered chat remains in queue before it expires. This value can be set between 1 and 10080 minutes.

Unanswered Message Chat Expiration (during After Hours): Maximum duration an unanswered chat remains in queue before it expires. This value can be set between 1 and 10080 minutes.

Message Chat Timeout: The Maximum elapsed time before an inactive chat is ended. Inactive Chats are automatically expired after 7 days. This value can be set between 1 and 10080 minutes.

Inactive Message Chats: The Inactive Chat settings are designed to assign a time limit for inactive chats, allowing both human and virtual agents to dismiss inactive chats that exceed this threshold. See Dismiss Inactive Chats.

Once this is toggled to On, you can set the:

Dismissal timer: Set the time for the chat to be dismissed when the end user has been inactive for a certain number of minutes. This value can be set between 1 and 10080 minutes.

Then select the Dismissal Method:

  • Agents dismiss chats manually: Presents agents with the option to dismiss a chat. This option is only available for chats with human agents.

  • Auto dismiss inactive chats: Chats are automatically dismissed when the threshold is reached and the chat is placed back in the queue until the consumer responds.

Dismissed chat auto response (Messaging only)*Required:

Provides a notification to the consumer before the chat is dismissed and to indicate how much notice is given prior to dismissal.

Enter your message in the text box. This is a free text entry field with a 918 character limit.

Suggestion: We have not heard from you in a while. This chat session is closed, reply to this message to start a new chat. [agent name] has left the conversation.

Chat has ended auto response

To enable a chat termination auto response toggle the switch to On.

Enter your message in the text box. This is a free text entry field with a 918 character limit.

Menu Keywords

This setting allows you to select a queue by entering custom key words. When the keyword is entered by the consumer, they are taken directly to that queue. For example, assign the keyword "pay" to the payments queue.

  1. Check the box for Enable Menu Keywords.

  2. Enter queue words for the queue. *Use a comma or space to separate key words.

  3. Click Assign Menu Keywords.

Messaging Chat System Messages

To configure the automatic chat messages (Greeting Message and After Hours Greeting Message):

  1. Click the Messages System ^ to expand the settings.

  2. To enable, check the box next to Enable greeting message.

    To skip it during After Hours, check the box Skip greeting message after hours.

    Enter your Greeting Message in the text field (918 character maximum) .

    Suggestion: Hello! Thanks for reaching Support. Please select an option to continue. You can reply with the number or the selection title.

  3. To enable an after hours message, check the box next to Enable after hour message. This message is sent when an incoming message is received outside of the Operation Hours.

    Enter your After Hours Greeting Message in the text field (918 character maximum).

  4. Click Save.

Messaging Phone Number Settings

To verify the phone number assigned to this queue, click Phone Number Management.

The Phone Number Management page will allow you to select, add, and save phone numbers.

To Add and Verify a phone number:

  1. On the Phone Number Management page, click Add a Number.

  2. Add the unique phone number, including country code. Note: Leave Set as the global outbound number unchecked. Add a Label that helps you identify the number.

  3. Select your new phone number and click Verify. A number must be verified before you can assign it to a queue. Once the system has verified a phone number.

Incoming Messaging Numbers

This section of the settings allows you to view, add, and remove assigned numbers.

To add an assigned number:

  1. Click the Please select a phone number drop-down.

  2. Assigned numbers will be listed in the drop-down.

  3. To assign a number, click Add Number.

To remove an assigned number, click the x next to the assigned number.

Languages and Messages

The following global settings are available at **Settings > Languages and Messages > **

Global Messages

The following settings are to configure the dismissal messages sent to consumers around chat expiration.

Chat dismissal warning message

This message will be sent to consumers just before the chat is about to be dismissed. To insert the remaining time before the chat is dismissed, use the @{TIME_UNTIL_DISMISSAL} variable.

In the text field box, type your desired message text.

Suggestion: Are you still there? Please respond in the next @{TIME_UNTIL_DISMISSAL} minute(s) or the chat session will be closed.

Chat dismissal auto response message

This message will be sent to consumers who have responded to an expired (dismissed) chat.

In the text field box, type your desired message text.

Suggestion: We have not heard from you in a while. This chat session is closed. Reply back to this message to begin a new chat.

Chat termination auto repsonse message

This message will be sent to consumers when the chat session is terminated.

In the text field box, type your desired message text.

Suggestion: The chat session has ended. Thank you for contacting us.

Click Save.