Social Media Comment Threads - Lock Ability
The problem:
- We manage hundreds of social media channels.
- When we run competitions, posts often get thousands of comments.
- Most comments don’t need a reply — but sometimes a customer service–related question appears in the middle of the thread.
- If we completely ignore a comment thread, we could miss those occasional important queries.
The feature request:
Allow us to “lock” a thread when we don’t need to respond further, so that if a new comment is added later, it appears as a new, separate thread — making it easier to spot and respond to.
Why it matters:
Without this, we are open to missing important queries due to "ignoring" full comment sections, which is a huge risk to our business meaning we're currently not planning to connect our social platforms.
Rebecca
shared this idea
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Rebecca
commented
Can you please describe the use cases when you would lock a thread? - Our current system allows a "cherry picking" setup which doesn't necessarily work for the business. Ideal scenario would be the agent would review the comments within a thread, they'd respond to anything that requires a response and then lock the thread. If any additional comments are added to that post, post-locking, it would open a new thread which can then be reviewed by another agent where required.
2) Locking a thread would prevent any Agents from replying to any of the comments. So before locking a thread, the person doing the lock, will logically scan for any comments that require engagement, right? - We would review the thread before locking to ensure no comments need response.
3) "Without this, we are open to missing important queries due to "ignoring" full comment sections, which is a huge risk to our business meaning we're currently not planning to connect our social platforms."
Are you then running Facebook in test mode only on a test channel? - we'd connect a smaller site (we have 50+) to test and ensure working as expected for both the agents and business.
If we will resolve your request and you would connect your facebook or other social media platforms, will you be using them in "My messages" mode or in "All messages" mode to cherrypick only some comments that need engagement, instead of routing every single comment through a queue? - Ideally we'd use "my messages" to avoid "cherry picking".
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Can you please describe the use cases when you would lock a thread?
1) when would this generally happen, as in when will a certain agent or supervisor decide to lock a thread? can we assume that it will be only after engagement dies down quite a bit, so let's say after 48 hours or 72 hours or a week?2) Locking a thread would prevent any Agents from replying to any of the comments. So before locking a thread, the person doing the lock, will logically scan for any comments that require engagement, right?
3) "Without this, we are open to missing important queries due to "ignoring" full comment sections, which is a huge risk to our business meaning we're currently not planning to connect our social platforms."
Are you then running Facebook in test mode only on a test channel? If we will resolve your request and you would connect your facebook or other social media platforms, will you be using them in "My messages" mode or in "All messages" mode to cherrypick only some comments that need engagement, instead of routing every single comment through a queue?
