Digital Messaging and Social Media Channels

Messaging and social media Direct interactions using social media like WhatsApp or Facebook Messenger channels allow your organization to communicate with contacts who use the supported platforms or applications. You can learn more about digital channels in NiCE CXone and the options they support on the Digital Channels page. To learn more about specific messaging and social media channels, see the following table.

Channel	Type	Set Up & Details	What Agents can Do
Facebook	Social	Your Facebook page administrator can configure this channel completely. Synchronization between Digital Experience (DX) and Facebook is near real-time. Actions available to agents are limited by their channel permissions	Respond to comments on posts and see likes. See and interact with visitors' posts on your wall. Delete or hide inappropriate content. Add notes on your Facebook wall. Interact with customer comments left on your Facebook page.
Facebook	Messaging	Your Facebook page administrator can configure this channel completely. Synchronization between Digital Experience (DX) and Facebook is near real-time. All new digital points of contact must be assigned a default skill and default Studio script for interactions to be processed and routed correctly, whether they have routing queues assigned to them or not.	Send, receive and reply to direct messages, with or without attachments, using Facebook Messenger. Receive and reply to direct messages using text, images, or both. Digital Experience (DX) tags conversations so Facebook knows the conversation is between real people. This allows agents to send replies up to seven days after the message from a Facebook user has been received.
Instagram	Social	Your Instagram page administrator configures this channel with assistance from your Digital Experience (DX) team. Only Instagram business pages can be connected. Some actions are limited by the Instagram API functionality.	See and reply to public posts. See dark posts Social media post delivered to a select audience only, such as ads or sponsored content. and mentions Occur when a user tags or mentions your brand on a social media platform but not on your page or account.. No support for publishing Posting directly to a social media wall, feed, or account..
Instagram Direct	Messaging	Your Instagram page administrator can configure this channel completely. Only Instagram business pages can be connected. Within Instagram, the Allow Access to Messages privacy setting must be toggled On for the account you are using with Digital Experience (DX). All new digital points of contact must be assigned a default skill and default Studio script for interactions to be processed and routed correctly, whether they have routing queues assigned to them or not.	Supports syncing and replying for direct messages, including story replies. No support for publishing Posting directly to a social media wall, feed, or account..
LinkedIn	Social	Your LinkedIn administrator can configure this channel completely. Only LinkedIn company pages can be connected.	See and reply to public content posted on your LinkedIn page. No support for publishing Posting directly to a social media wall, feed, or account..
YouTube	Social	Your YouTube account administrator can configure this channel completely. Synchronization of the 20 most recent videos and 20 most recent comments occurs every hour.	Post and interact with public content on accounts you own.
Google Play	Social	Your Google Play administrator can configure this channel completely.	See and reply to public reviews and comments. No support for publishing Posting directly to a social media wall, feed, or account..
Google Places	Social	Application process required. Upon approval, your Google Places administrator can configure this channel completely. In addition to channels for Google Places accounts you own, you can set up listening only Digital Experience (DX) channel where agents can see public activity on a social media account but not interact with it. Typically used with competitor accounts. channels.	See and reply to public reviews and comments. No support for publishing Posting directly to a social media wall, feed, or account..
Apple Apps Review	Social	Any user with access to your Apple App Store settings can configure this channelcompletely.	See reviews and comments. No support for publishing Posting directly to a social media wall, feed, or account..
LINE	Messaging	Your LINE administrator can configure this channel completely. All new digital points of contact must be assigned a default skill and default Studio script for interactions to be processed and routed correctly, whether they have routing queues assigned to them or not.	Receive and reply to direct messages with or without attachments. Supported attachment types include documents, images, audio, and video files. No support for proactive outbound messages.
Telegram	Messaging	Your Telegram administrator can configure this channel completely. All new digital points of contact must be assigned a default skill and default Studio script for interactions to be processed and routed correctly, whether they have routing queues assigned to them or not.	Receive and reply to direct messages, with or without attachments. No support for proactive outbound messages.
WhatsApp	Messaging	Your WhatsApp administrator can add a WhatsApp account and configure this channel completely. All new digital points of contact must be assigned a default skill and default Studio script for interactions to be processed and routed correctly, whether they have routing queues assigned to them or not.	Receive and reply to direct messages, with or without attachments. Receive and reply to direct messages using text, images, or both. Initiate contact with customers by sending messages with approved outbound templates.
Apple Messages for Business	Messaging	Application process required. Upon approval, your Digital Experience (DX) team configures this channel with assistance from your Apple Messages for Business administrator. No support for proactive outbound messages. All new digital points of contact must be assigned a default skill and default Studio script for interactions to be processed and routed correctly, whether they have routing queues assigned to them or not.	Receive and reply to direct messages using text, images, or both. Send messages with or without attachments. Use Apple plug-ins. Create and use interactive message templates for things like scheduling appointments and making payments.
Viber	Messaging	Your Viber account administrator can configure this channel completely. All new digital points of contact must be assigned a default skill and default Studio script for interactions to be processed and routed correctly, whether they have routing queues assigned to them or not.	Receive and reply to direct messages.
Microsoft Teams	Collaboration and Messaging	Your Microsoft Teams account administrator can configure this channel completely. All new digital points of contact must be assigned a default skill and default Studio script for interactions to be processed and routed correctly, whether they have routing queues assigned to them or not.	Use Digital Experience (DX) to answer technical support questions a customer sends through Microsoft Teams.
Slack	Collaboration and Messaging	Your Slack account administrator can configure this channel completely. All new digital points of contact must be assigned a default skill and default Studio script for interactions to be processed and routed correctly, whether they have routing queues assigned to them or not.	Use Digital Experience (DX) to answer technical support questions a customer sends through Slack. Send messages that include images.
Bring Your Own Channel (BYOC)	Messaging and Social	You must build middleware that can call the NiCE CXone APIs Application Programming Interface. Allows you to automate certain functionality by connecting your NiCE CXone system with other software. and receive API callbacks from NiCE CXone. This middleware sits between Digital Experience (DX) and the BYOC channel. Be sure you are familiar with the high level setup process before you begin. All new digital points of contact must be assigned a default skill and default Studio script for interactions to be processed and routed correctly, whether they have routing queues assigned to them or not.	Send and receive messages. Send and receive attachments, if the integration supports it.

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Channel Support for Rich Content

Many digital channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. can send rich content in messages to contacts The person interacting with an agent, IVR, or bot in your contact center.. Rich message content includes list pickers, time pickers, quick replies, rich links, or forms.

Not every digital channel supports rich content. Also, some channels support sending rich content by live agents, API-based use cases, or both. Learn more about rich content support by channel.