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Respond to an Escalation in Care

When an escalated case arrives in your Care inbox, you need to assign in to a Care agent, decide which profile you want to respond with, and then approach the case as you would approach a ticket in your customer support environment.

You can customize your Care settings (see Customize Your Care Settings) to ensure that when you respond to an escalated case in Care, you can enter the details that will help you handle the case efficiently and help your customers. If you have Salesforce integrated with Care (see Integrate Care with Salesforce), you can easily hand over the issue to be dealt by your Salesforce agents.

Assign and describe a case

You can assign the case to yourself or another agent. You can then determine the case’s sentiment and provide other details.

Emplifi Care UI for assigning and categorizing the case

Assign a profile to a case

After you assign a case to a specific agent, you must decide which profile you want to use to respond to a message.

To reply to an escalated case in Care, the case must be associated with a social media profile.

There are common scenarios:

  • A case arrives into your Care inbox and is associated with the right profile.
    In this case, simply respond to the case.

  • A case arrives into your Care inbox and is associated with a profile but not the one you would like to use for your response.
    In this case, you can change the profile from which you respond to an escalated case.
    For example, imagine that your customer posts a message on your corporate account. The Community message is escalated to Care. After a short review, you decide that the best way to respond to this particular escalation is to use a social media profile of your store native to your customer’s area.

  • A case arrives into your Care inbox and is NOT associated with any profile.
    Listening content that lands in your inbox via automation is not associated with a profile. That means that you have to decide which profile you use to respond.
    (info) For more information about automation, see “Escalate a Community message to Care automatically” in Escalate a Community Message to Care.

Steps:

  1. In the reply box, click Select profile to interact with.

  2. Select the profile that you want to use to respond to the case.

You can change the assigned profile only before you interact with the case.

Post a reply to a case

When you reply to a case, your options are determined by the type of the message you are responding to.

  • Public reply adds a message as a reply to the last public reply or a comment in the conversation.

  • Comment on post adds a comment to the last parent post in the conversation.

  • Direct message adds a new message to the direct conversation.
    (info) This option only appears either under a direct message from the customer or if the platform offers the public-to-private workflow that allows you to reply with a direct message.

When posting a reply in a public thread (a comment under a post or a reply under a comment), you can choose a specific message in the thread to reply to. This option is not available when replying to a thread of direct messages.

You can respond in several ways:

You can also choose to mark the case as pending after replying. Doing so will put the case on hold until the customer replies.

Add an internal note to a case

Add an internal note to a case with information about the case or tagging another Care user or a user group. Internal notes are visible only to Care users and not shared with customers.

To see all the cases where other Care users tagged you, use the “My mentions” default view (see Use Standard Care Settings).

React to the conversation in a case

Like a message

Quickly react to a user's message without compiling a text response.

Supported platforms: Facebook, LinkedIn, TikTok, Twitter

You must be assigned to a case to be able to like/unlike a message within the case conversation.

Depending on the social media platform, you can like/unlike the following types of content:

  • Facebook

    • Comments

    • Ad comments

    • Wall posts

    • Mentions in posts

    • Mentions in comments

    • Listening mentions

  • LinkedIn

    • Comments

  • TikTok

    • Comments

  • Twitter

    • Comments

    • Mentions in posts

    • Mentions in comments

    • Mentions in quoted tweets

    • Listening mentions

Delete a message

Delete unwanted user-generated content such as spam or sensitive information. You can also delete messages posted to the case by you or other Care users.

Supported platforms: Facebook, Instagram, LinkedIn

You do not have to be assigned to a case to be able to delete a message from within the case conversation.

Depending on the social media platform, you can delete the following types of content:

  • Facebook

    • Comments

    • Ad comments

    • Wall posts

  • Instagram

    • Comments

    • Ad comments

  • LinkedIn

    • Comments

Hide a comment under a post

Hide an individual comment or the whole comment thread under a post.

Supported platforms: Facebook, Instagram

You must be assigned to a case to be able to hide/un-hide a comment.

When you hide a comment, it is no longer visible to any users on Facebook/Instagram except for you (as the owner of the Facebook/Instagram account) and the author of the message. The author is not informed about hiding the comment and can post replies to the comment; however, the replies will not be visible on Facebook/Instagram.

You cannot reply to hidden comments.

You can hide only comments under a post or replies under a comment. You cannot hide direct messages.

When you hide a comment that has replies, those replies will be automatically hidden too. Un-hiding a comment with replies will automatically un-hide the replies.

  • You cannot un-hide a reply that was hidden together with the comment to which the reply was posted. You can un-hide only a reply that you hid individually and only if the comment to which the reply was posted is not hidden.

  • Up to 500 replies under an individual comment can be hidden/un-hidden. If a comment has more than 500 replies, you need to hide/un-hide the remaining replies directly on Facebook/Instagram.

  • For a comment with multiple levels of replies, the replies posted directly through Instagram and Facebook on the fourth level or deeper cannot be hidden/un-hidden from Care. You need to hide/un-hide such replies directly on Facebook/Instagram.

If you hide a comment on an Instagram ad post through Emplifi and then un-hide it directly on Instagram, the comment will be still shown as hidden in your Emplifi account.

Ban a user

Block a user who spams, frequently violates your brand's guidelines, or posts offensive content.

Supported platforms: Facebook, YouTube

You must be assigned to a case to be able to ban/un-ban a user.

Depending on the social media platform, you can ban/un-ban a user who posted the following types of content:

  • Facebook

    • Comments

    • Ad comments

    • Wall posts

    • Mentions in posts

    • Mentions in comments

    • Listening mentions

  • YouTube

    • Comments

Follow a user

Follow a user to allow them to send you direct messages.

Supported platform: Twitter

You must be assigned to a case to be able to follow/unfollow a user.

You can follow/unfollow a user who posted the following types of content:

  • Comments

  • Mentions in posts

  • Mentions in comments

  • Mentions in quoted tweets

  • Listening mentions

  • Direct messages

Change the status of a case

To change the status of a case, click the status selector in the top right corner:

If the case is not assigned, only the Delete option is visible and the Mark case as Done option is grayed out:

Reply options and limitations

The conversation within a case can contain various types of messages from the brand and the customer. Care groups the interactions into a single case and combines the public posts, comments, and replies with direct messages.

When responding to Care escalations, your reply options are determined by the platform the original message originated from and the type of the particular message.

Typically, a public reply is available without specific limitations as long as the conversation features a content type is supported by Community, it is supported by Care and can be replied to using the public reply option.

For details, see Content Types & Historical Data, Update Frequency in Community.

Facebook

  • Public reply

    • available for any post/comment

  • Comment on post

    • available for any post/comment

  • Direct message

    • available when a direct message is in the conversation

    • Limitation: You cannot send a direct message to a Facebook Page. The Facebook API allows Facebook Pages to reply only to a Facebook user, not another Facebook Page.

  • Reply with a direct message

    • available as a response to a comment or a visitor’s post on your page within seven days of the message received

    • Limitations:

      • You can reply to a given comment in private only once. Once you send a private message as a reply to a comment, you cannot send another private message. You can reply to the comments in the usual way or wait until the customer comes back with the response in a direct message.

      • You cannot attach media to your reply. Since you can privately reply to comments only once, we support only a text message response.
        (info) Images, video or GIF files are considered a separate message as per Facebook API restrictions. In the following screenshot, while replying its indicated, the attachment is separated as a new message.

      • You cannot reply if the customer sent a message from a Facebook Page. The Facebook API allows Facebook Pages to reply only to a Facebook user, not another Facebook Page.

Instagram

  • Public reply

    • available for any comment

  • Comment on post

    • available for any comment

  • Direct message

    • available when direct messages are in the conversation

  • Reply with direct message

    • available as a response to a comment or a visitor’s post on your page within seven days of the message received

    • Limitations:

      • You can reply to a given comment in private only once. Once you send a private message as a reply to a comment, you cannot send another private message. You can reply to the comments in the usual way or wait until the customer comes back with the response in a direct message.

      • You cannot attach media to your reply. Since you can privately reply to comments only once, we support only a text message response.
        (info) Images, video or GIF files are considered a separate message as per Facebook API restrictions. In the following screenshot, while replying its indicated, the attachment is separated as a new message.

Twitter

  • Public reply

    • available for any tweet

  • Comment on post

    • available for any tweet

  • Direct message

    • available when direct messages are in the conversation

  • Reply with direct message

    • Twitter allows replying with direct messages only if the customer is following the brand's account.

LinkedIn

  • Public reply

    • available for any comment

  • Comment on post

    • available for any comment

YouTube

  • Public reply

    • available for any comment

  • Comment on post

    • available for any comment

TikTok

  • Public reply

    • available for any comment

  • Comment on post

    • available for any comment

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