How You Interact With Social Posts

All social posts display the customer's social media profile picture. Click the social profile icon to display the number of followers on the social network for that profile.

A few things to keep in mind:

• If your SR social post message is public, you can only respond with a public message.

• If the user's incoming social post is private, you can only send a private response to the user.

• If you have both a public and private social post from the user, you can choose whether to respond with a public or a private post.

• For posts that enforce a character limit, use Application Composer and add a script to validate the maximum number of characters in your response.

• For social posts where a social channel response is disabled, change the channel type to email for your response message.

For inbound messages, the Customer Entry messages for an SR display the photos and videos attached to social posts in Oracle Social Cloud. Inbound messages of this type are supported for public and private messages on both Facebook and Twitter social networks. These attachments are URLs that you can click and view.

• Public messages, images, and videos open in Facebook or Twitter, when you click the URL attachment.

• Private messages open in Social Cloud when you click the URL attachment. You must sign in to Social Cloud to view the attachment image or video.