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Which social media channels can be connected?
WhatsApp, Instagram and Facebook. The scope is agreed with the institution before set-up.
Operational Management
Social Media Module
A message from social media becomes a request.
Citizens write on the channel they already use; the record lands in the Solution Centre. Social media channels, WhatsApp first, are connected.
Social Media Integration
Recording applications received via social media
Applications sent to the institution’s WhatsApp, Instagram and Facebook accounts appear in the same Solution Centre list as all other applications.
- Call centre
- Web form
- Service desk
Solution CentreStaff do not use a separate screen.
Channels that can be connected
The channels to connect are agreed with the institution before set-up.
WhatsApp
Applications sent to the official line are recorded.
Instagram
Applications in messages to the institution’s account are transferred.
Facebook
Messages sent to the institution’s page are recorded as applications.
Other channels can be added as needed.
Protection of personal data
The official record is kept in the institution’s own system.
Social media is only the transmission channel.
Duty to inform
Citizens are informed at first contact.
Records kept by the institution
Application content is stored in the institution’s own system.
Optional channel
The institution’s other channels remain open.
Frequently asked questions
Can’t find your question? Write to us →
Let us connect your social media accounts to the Solution Centre
Let us review your current application channels together and define the set-up plan.