About this task
Customers can request help through a digital channel, such as chat, messaging, or email. When a customer requests help, Avaya Workspaces for CRM displays an alert.
You can see the source of the social media messaging interactions. Avaya Workspaces for CRM displays X (Twitter), Instagram, Facebook, and WhatsApp icons next to the customer's name as the indicators of the social media message source.
Note:
From March 1, 2025, Avaya does not support messaging integration with X (Twitter). You can no longer configure X (Twitter) social media accounts with Avaya Experience Platform™ or use X (Twitter) to send or receive messages to or from customers.
An account administrator can configure the behavior of the original browser window. For example, it can be configured to display the contact details associated with the customer who contacted you. If no contact details are associated with the customer, the original browser window might display the New Contact page, or it might continue to display the existing page.
