If enabled for a particular queue, Sharpen’s Twitter Integration gives you the ability to reply to Twitter messages within the interaction window.
The process and interface for “answering” a Twitter-based interaction looks just like any other interaction type, with the exception of the Send button and SMS switch are a light blue color.
In addition to switching to SMS, use the drop-down next to the send button to toggle between public tweets and private direct messages.
The Facebook Integration gives you the ability to reply to messages sent through Facebook Messenger. You can also toggle the switch to respond via SMS.
Again, once a Facebook interaction is “answered,” the interaction window is the same as for other interaction types. In this case, though, the Send button and SMS Switch are dark blue.
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