The Avaya Social Connections integration with Avaya Experience Platform™ Public Cloud supports private messaging on the following social media platforms:
Social сhannel |
Avaya Social Connections functionality |
Facebook |
Agents can view complete conversation threads with a particular customer and tailor responses to the customer's needs.
Note:
The support does not extend to the public messages posted to a business page. For more information on public social media, contact Avaya Support.
|
WhatsApp |
Agents can use WhatsApp templates assigned to their queue to interact with customers. Additionally, agents can view end-to-end engagement threads with a specific customer and provide customized responses. |
Instagram direct |
Agents can view complete conversation threads with customers and tailor responses to the customer's requirements. Agents can also share attachments of various formats, such as images and videos. |
The Avaya Social Connections integration with Avaya Experience Platform™ Public Cloud supports 16,000 BHCC (conversations per hour) across all four social media platforms for all Avaya Social Connections tenants.
