Care

Care module allows you to escalate specific cases from Community on individual basis to customer care agents within the Emplifi platform.

When your social media community teams or a bot cannot handle a message, they can escalate it to the Care module where your specialists can continue with the interaction without leaving the Emplifi platform.

The Care module offers a wide range of customization options which you can configure to suit your product lineup, social media presence, regional and language reach, severity etc.

Care comes with its own analytics that provides comprehensive data on agent-customer interaction.

Prerequisites

To use the Care module, ensure that

• the Community module is enabled in your Emplifi environment.

• you connected social media accounts and profiles to your Emplifi account.

• you enabled Community Management on your connected social media profile.

  

Before you can deploy Care in your workflow, you must

• set up Supervisor and Agent roles and adjust your profile roles accordingly.
  To learn more, see Set up Care Roles - Agent and Supervisor.

• set up and customize the Care module itself (views, filters, case fields).
  To learn more, see Customize Your Care Settings.

Escalate a case to Care

To escalate a Community message

• click the ellipsis menu and click the Create a new case in Care (comments, replies, etc.)
  

  

  
  or

• hover the cursor over any of the customer’s message and the community symbol appears next to it (direct messages)

  

Fill in the details and click Escalate to Social care.