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Microsoft Omnichannel - Social Channel - Capture replies to posts

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Posted on by Ward010

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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Dengliang Li Microsoft Employee on at

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Hi,

As you said, omnichannel is only integrated with messaging.

According to the official documentation.

https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/configure-facebook-channel?tabs=customerserviceadmincenter#customer-experience

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.

Creating Social Posts in Dynamics 365 Marketing (youtube.com)

Social media posting with Dynamics 365 Customer Insights - Journeys - Dynamics 365 Customer Insights | Microsoft Learn [45af-19d7-dc3-70f5]

Best Regards,
Dengliang Li

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Ward010 71 on at

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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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