Avaya Oceana® supports messaging to a business through Twitter Direct Message (DM). Using Twitter DM, the end-users can send private messages and media to a business, which are routed to designated Contact Center agents or handled through automation. You can share a range of messages and media.
Note:
This solution describes engagement through private messaging only, and public tweet is not supported. For more information on public Twitter mining solutions, contact Avaya Support Services.
Avaya Oceana® uses the Twitter Enterprise APIs to collect messages and media, provide automation, and route information to Avaya Oceana® agents according to the routing preferences.
Note that though Twitter DM supports rich media types, end-user receives rich media as hyperlinks.
To connect your existing Twitter account to Avaya Oceana®, you must share the following details with the Avaya Digital Connection account team:
