Escalate a Community Message to Care

To be able to escalate Community messages to Care, you must have the Care module enabled in your Emplifi account. If you do not have the Care module enabled, contact your Customer Success Manager at Emplifi.

For more information about the Care module, see Care.

When your Community team 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.

Escalate a Community message to Care manually

Steps:

1. In Community, click the ellipsis menu in the message that you want to escalate to Care, and click Create Care case.

   

   The panel for escalating from Community to Care slides out.

2. Fill in the details for the message to escalate, and click Create case.
   The fields reflect your setup of custom fields in Care. We encourage you to customize your case fields to allow your agents to fill more case details (see Create Case Fields in Care). This will help you add the case to specific Care views to be picked up by the right agent.
   
   The message is escalated to a Care case. The confirmation dialog pops up providing the Care case number.

3. Go to Care to address the case (see Work with Care Cases).

Escalate a Community message to Care automatically

The Emplifi platform allows you to define filters to automatically escalate Community messages to Care based on predefined rules. To set up automation, contact your Customer Success Manager.

Community messages that were picked up by Listening and automatically escalated to Care are not tied to any specific profile. The Care agent that will be assigned to a Care case with no profile chosen will have to decide which profile to use to respond to the case (see Assign a Profile to a Care Case).

Replying to a Community message after escalating it to Care

Once a Care case is opened, the Community message is marked with the icon indicating that the message was escalated to Care, and you can no longer reply to the message in Community. From now on, you respond to the case in Care (see Respond to a Care Case).

The Community message remains locked for replying as long as the Care case is in the status of New, Open, Pending, or On hold (see Change the Status of a Care Case).

Once the status of the Care case is switched to Done or Spam (see Change the Status of a Care Case) or when the Care case is deleted (see Delete a Care Case), you can reply to the Community message again if needed.