Social Media Message Gateways
Overview
This section provides instructions for using Message Gateway configuration to create a social media channel in Syntelate XA.
Syntelate XA supports the following social media channels:
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Facebook
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WhatsApp
The process of creating a social media channel involves up to three stages:
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Outside of Syntelate XA: Configuring your business's social media account to be ready to connect to Syntelate XA. See Prerequisites below for more guidance.
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In Syntelate XA: (Optional) Setting up a smart text a sentence or paragraph that an agent can quickly insert into a chat, for example "Goodbye and thank you for contacting us" group for your agents to use when chatting over the social media channel.
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In Syntelate XA: Creating a social media message gateway.
Prerequisites
To configure your business's social media account to be ready to connect to Syntelate XA, you need to create a Syntelate XA app in your business's social media account.
Usually, creating the app involves the following tasks:
- Registering for a developer account with the social media platform – or, in the case of WhatsApp, you sign up for a developer account with a WhatsApp Business solution provider.
- Creating a Syntelate XA app in your developer account.
- Configuring your developer account's Syntelate XA app to integrate with Syntelate XA's chat API.
Because those tasks are subject to the third-party platform's requirements and are frequently revised, we do not document them here. You can find documentation on the third party's website.
However, your Inisoft consultant can either provide you with the information you need to complete those tasks or do them on your behalf.
Creating a Smart Text Group
Before setting up the social media message gateway, you might wish to set up a smart text group that your agents can use when chatting to customers on the social media channel. You set up smart text groups in Studio's Smart Text Editor. See Smart Text Editor for information.
Ready to Start?
A social media message gateway is easy to set up and the process takes just a few minutes. Follow the instructions in Tasks to get started.