Add or Edit a Social Media User Name for a Contact

Agents can add, edit, and remove social media user names for a contact.

Before you start

• The Channel Usernames field must have been added to the custom contact workspace being used. See Edit a Workspace.
• The Contact Visible check box must be selected for the channel type.

Here's what to do

1. While editing a contact record, click Add or Edit in the Channel Usernames field.
2. To add a social media user name:
   1. Click Add Username.
   2. Click Channel Type and select Facebook, Twitter, or YouTube.
   3. Enter the contact’s user name in the Username column.
3. To edit a social media user name, enter the changes in the Username column.
   Caution: Changing the social media user name may affect the ability of the system to accurately track open conversations with the user.
4. To remove a social media user name, click Remove in the Action column.
5. Click OK.
6. Click Save.