Installation Instructions

After you have completed the steps in the installation wizard. You will need to connect an TikTok/LinkedIn account using the connect button. This will automatically add a messaging platform to your Purecloud environment. From this point we will send any messages to your social account to your environment. But for agents to actually see these conversations you will need to assign it a message route. And if do not yet have a queue or flow or do not want to reuse an existing one, you will need to create those too.

Queue

There needs to be a Queue where new messages can be sent to. This queue can be created by going to your queues (or by going to User management -> Queues) and clicking on "Create Queue". You then need to provide a Name and Division and click "Save". After that you will need to edit the Queue, go to the "Members" tab and add the members/groups that need to be able to receive the messages from the queue.

Flow

To route messages to the new Queue there needs to be a Message flow. This flow can be created by going to Architect (or by going to Orchestration -> Architect). At the Architect you need to choose an "Inbound Message" flow and click "+ Add". You then need to provide a Name, Language and Division and click "Create Flow". Once this flow has been created you'll need to make sure it sends the messages to the new Queue by adding a "Transfer to ACD" node. Edit this node and make sure the Queue points to your newly created queue. After that is configured you need to click on "Save" and on "Publish".

Message Route

To use your new flow you'll need to create a Message Route. This can be created by going to message routing (or by going to Admin -> Message Routing). Click on "Attach new addresses to a flow" and choose the flow you have created. For "Select Addresses" you should choose the channel name created after connecting your account.

You are now ready to receive messages in your Purecloud environment!