Settings and activity
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Rebecca
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An error occurred while saving the comment Rebecca
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The primary reason we must prevent conversations that have already received a response from routing to agents is that our leadership monitors the queue to ensure we meet our contracted SLA. However, this can sometimes be counterproductive. When there are many messages in the queue that leadership resolve, agents are then required to accept these through routing mode to properly close and resolve them.
Rebecca
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8 votesRebecca
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86 votesRebecca
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13 votesRebecca
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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".