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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Microsoft Omnichannel ...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Microsoft Omnichannel - Social Channel - Capture replies to posts

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Posted on by Ward010 71
Hi,
 
Other omnichannel ticket management systems in the market allow to integrate direct messages & replies to posts from social channel pages (eg. Facebook). In the Microsoft documentation I notice that natively Microsoft Omnichannel only supports integrating direct messages. 
 
Did somebody else also tried integrating replies to posts as well or does anybody know any way to accomplish this?

Ward
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  • Suggested answer
    Dengliang Li Profile Picture
    Dengliang Li Microsoft Employee on at
    Hi,
     
    As you said, omnichannel is only integrated with messaging.
    According to the official documentation.
    The customer starts the conversation in Messager, during which no posts are involved.
     
    In addition, in Social Post in the Outbound Marketing module of Customer Insights -Journeys, you can publish posts and in the Insights you can see the comments on the posted post.
     
     
    Best Regards,
    Dengliang Li
     
  • Ward010 Profile Picture
    Ward010 71 on at
    Hi,
     
    Thanks for the feedback. I understand but I'm really looking for a way to embed the replies to posts also in omnichannel as a "channel".
     
    Does anybody have an idea whether this might maybe be possible by setting up a custom channel able to pick up a Facebook comment?
     
    Ward

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