Configuring Social Media for third-party gateways

Last Updated : Oct 25, 2021 |

Procedure

  1. Start Omnichannel Administration Utility.
  2. In the navigation pane, click SMS/Social.
  3. Click Social Configuration.
  4. Click Create.
  5. On the Account tab, perform the following steps:
    1. In the Create Snapin section, in the Name field, enter a name for the new snap-in and click Create.
    2. In the Snapin field, select the snap-in that you created.
    3. In the Name field, enter the name of the gateway for the snap-in.

      Social Media Snap-in can support maximum five incoming social gateway channels.

    4. In the Gateway Name field, enter the name of the gateway.

      You can enter up to 50 characters.

    5. In the Social Type field, type Devconnect.
    6. In the Header Access Key field, enter the unique access key for this channel.

      You can enter up to 50 characters.

    7. In the Callback URL field, enter the URL hosted by the third-party gateway.

      You can enter up to 100 characters.

  6. Click Save.
  7. Select the Details tab.
  8. On the Details tab, perform the following steps:
    1. Click Create.
    2. In the Social Handle field, enter the social handle.
    3. Keep the Workflow field blank.

      To meet your specific requirements, you can configure a specific Engagement Designer workflow through the Event Catalog tab in the Engagement Designer Admin Console, and specify the name of the workflow in this field.

      If you configure a specific workflow by defining the workflow type and creating suitable Engagement Designer rules, you must also create a default rule to handle all cases that do not meet the criteria.

    4. In the Gateway Account field, select the account that you created in Step 5.
    5. In the Edit Attributes section, select the attributes based on which the incoming Social Media messages must be routed.
    6. In the Routepoint field, select a routepoint from the list.
    7. Click Save.