Radarr By Genesys allows you to automatically sync the data from the online social network to Response, which lets your agent respond to the posts or comments through Brand handles.  

Please follow the steps below to utilize this feature.  

STEP 1: The first step is to create a query which will fetch social media mentions.  

STEP 2: Head to system configuration and locate the section called keyword rules.  

STEP 3: Click on “Create Keyword” to proceed to creating your query to fetch the social media mentions.  

Step 4 – Enter the required details, such as name, and keywords, and restrict it to the specific language and countries if required.   

Step 5 – You can either enable or disable “Create Ticket Automatically.”  

a. If “Create Ticket Automatically” is enabled, the system will let you choose the authenticated brand pages from which you would like to respond to those messages.   

b. If “Create Ticket Automatically” is disabled, the system will send this to the “public social signals” tab on the left-hand menu where users with Manager access can review them send the required posts to the Radarr agent desktop, where the agents will be able to respond to those messages.  

Step 6 – If there is a social post that you want to sync to the Radarr Agent Desktop, click on the “CONVERT TO TICKET” button next to the post.  

Step 7 – Select authenticated pages from which you would like to respond and click on “Apply”. A successful message will appear saying, “Converted to ticket successfully.”  

Step 8 – Click on Radarr Agent Desktop to respond to these messages.  

Limitations –  

1. This feature is supported for Facebook, Facebook Comments, X, and YouTube. 

2. This will work only for keyword-based rules and account handles are not supported