Handle an Incoming Twitter Message

When a Twitter message is routed to you, the message appears on the left side of the screen along with any previous messages in the conversation. The sender's information is displayed, including their photograph, the number of followers they have, the number of people they are following and the number of Tweets they have sent. Your availability status automatically changes to 'Twitter setup' and then to 'Twitter'.

Twitter messages may be public Tweets matching certain keywords, hashtags or username mentions, or may be Twitter Direct Messages.

Note: system administrators can configure storm to send an automated response to an incoming social media message. In an automated response, the sender's name field is shown in black, incoming customer messages are shown in turquoise, and an agent's replies are shown in magenta.

Do one of the following by clicking the appropriate button:

Button

Use this to

Delete

Delete the message and remove it from the system.

Ignore

Tag the message as an unprocessed message.

Done

Complete the conversation without replying to the message. The action is logged in your transaction history and in RECORDER.

Requeue

Return the message to the front of the queue it was waiting in before being routed to you.

Like the Tweet.

Retweet

Retweet the Tweet.

Note: the ability to retweet a message is configured in Service Types settings, which are defined by your system administrator. Only public Twitter messages can be retweeted.

Reply (Public)

Compose a public reply. This will appear in the reply thread of the original message on Twitter.

Send Direct Message

Compose a direct message reply to the Twitter user (for a Direct Message, this option appears in place of the Reply (Public) option).

Export

Export the message as an email. Add email addresses to the To: and Cc: fields, as required. You can attach further documents to the email and a message can be added under the Tweet. Click Send to send the Tweet.

Follow:

Set your Twitter account to follow the user.

Unfollow

Unfollow the account (if following).

Send Direct Message

Compose a private message instead of replying to the Tweet (applies if the message is a public Tweet and you are able to message the user directly).

Request Follow for DM

Compose a public reply (if the user's settings do not allow you to send a Direct Message). You can use this to request that the user follows you and sends you a Direct Message.

Note: the actions listed above are only available for public Twitter messages, not direct messages.

If you are replying to a message, click the Templates button to insert template text if desired.

If you have the user right, add a note to the message by clicking the Notes

button and typing in the Notes panel that is displayed. The note will be displayed in the history (in yellow) when Twitter messages are received from the same Twitter account. Notes can also be viewed and searched by supervisors with access to storm RECORDER.

(If the approval system is enabled) approve your trainee agent’s reply by selecting one of the following buttons:

Button

Use this to

Ignore

Tag the messages as an unprocessed message. The reply sent by the trainee agent is not sent.

Approve

Send the approved (by you) reply.

Edit

Use this to edit the reply. Click Send to send the reply or Back to return to the reply.

Click Send to post the message to Twitter. You will be placed into the 'Wrap' or 'Available' status (as configured by your administrator).