YouTube Connector-Feature Guide
This is a supported customer communication channel in Expertflow CX, allowing businesses to handle interactions with viewers via YouTube video comments. This integration enables businesses to respond to comments directly within the Expertflow CX interface, enhancing customer engagement and brand responsiveness.
To integrate YouTube with Expertflow CX, follow these steps.
Once configured, the integration allows businesses to handle YouTube comment threads as customer interactions.
Channel Capabilities
YouTube Video Comments
Agents receive comments as incoming media requests. Upon accepting a request, a new conversation session starts in the Conversation View. The customer’s comment and YouTube username are displayed here.
1. Reply to a Comment
What it is:
Allows agents to respond publicly to YouTube comments.
How it works:
When a user comments on a video, it appears in the agent’s Conversation View. The agent clicks ‘Reply ICON’ to send reply to user. The agent’s response is posted directly on YouTube as a public comment under the original thread.
2. Delete a Comment
What it is:
Lets agents remove inappropriate or unwanted comments from YouTube.
How it works:
From the Conversation View, the agent can select ‘Delete ICON’ on a comment. This removes it from the video on YouTube and replaces it with ‘Deleted Message’ in the Conversation View.
Deleted Message will appear like this on Agent Desk
3. Multimedia Comments Support
Here's a clean table version summarizing the Multimedia Comments Support with clear separation of What it is and How it works:
Content Type | What it is | How it works |
|---|---|---|
Text | Written content posted as a comment on a YouTube video | Fully supported. Appears in the Conversation View exactly as written |
Links | URLs or hyperlinks included in a comment | Displayed as text. No preview or content analysis is performed |
Emojis | Graphical emoticons used to convey expressions or tone in comments | Fully supported and rendered accurately in the Conversation View |
4. View Full Comments
What it is:
Allows agents to access the recent comment thread of a post.How it works:
By clicking ‘View Full Post’, agents can open a pop-up window showing a threaded view of recent comments on the video.
Limitations
Cannot add Top-Level Comments.
Cannot like, hide, or pin comments.
Only top-level comment replies and their first-level comments replies are supported.
Third-level replies (sub-replies) are shown at the same level.
Attachments (images, videos) in comments are not supported.
For further constraints related to youtube, checkout “Comments” and “CommentThread“ section in Youtube Documentation
For optimal performance, ensure all integration steps are completed and permission scopes are properly configured via Google Cloud Console.