Youtube
3 min
Overview
This feature enables the contact center to monitor and respond to comments left on a company's YouTube videos. It allows community managers and support agents to engage with their audience, answer questions, and manage the brand's reputation directly on the video platform.
How It Works
An administrator links the company's YouTube channel to the platform. When a viewer leaves a comment on a video, the system creates a ticket and routes it to the social media queue. An agent can then reply to the comment directly from their agent console, and the reply will appear in the comment thread on YouTube.

Use Cases
- Answering Product Questions: A viewer asks a technical question in the comments of a "how-to" video, and a support agent provides a detailed answer.
- Community Engagement: A community manager replies to positive comments on a new product announcement video to thank the viewers.
- Reputation Management: An agent identifies a negative or spam comment and can hide it or reply to it appropriately.
Benefits
- Builds Community: Engaging with viewers in the comments section helps to build a loyal community around the brand's content.
- Protects Brand Image: Allows for the moderation and management of the public conversation happening on the company's videos.
- Provides Direct Feedback: YouTube comments can be a valuable source of direct customer feedback and ideas.
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