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:

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.
Fill in the details for the message to escalate, and click Create case.
The message is escalated to a Care case, and you can now find the newly created case in Care.
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.
Go to Care to address the case (see Work with Care Cases).

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 answer to the message in Community - from now on, you respond to the case in Care (see Respond to a Care Case):

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).