Talkdesk Omnichannel

Talkdesk Omnichannel Advanced Documentation

Welcome to Talkdesk Omnichannel Advanced Documentation. Here you can find comprehensive documentation to help you deep dive and learn how to make the most of Talkdesk Omnichannel.

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Social Mentions

Talkdesk Omnichannel provides social listening capabilities for agents to listen, in real-time, to what customers have to say on Twitter and Facebook. The customers can be handled publicly or converted into private DMs for more sensitive conversations.

To access real-time feed items, click on the Social Mentions [1] icon.

Sentiment Filters

Talkdesk Omnichannel captures the Sentiment (positive, neutral, negative) of feed Items, which can then be used as filters. They will help you organize and prioritize posts.

Click on one of the filters to apply it [1].

Updating the Feed

When new feed items are available a message stating that “More Records Available” at the top of the screen will be displayed. If you click it, it will refresh the Social Feed with the new items.

Updated 7 months ago

Social Mentions

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