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 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 Integrate Care with Salesforce, you can easily hand over the issue to be dealt by you 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 the 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 response 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.
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.
For more information about automation, see the Automatic Escalation section in Escalate a Case to Care.

Steps:

To change or assign the profile, simply click Select profile to interact with.
Select a profile.
Click the profile that you want to handle the case from.

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

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.
This option only appears 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:

Write a message
Add an emoticon
Upload an asset (for example, a photo)
Use a template (see Set Up Answer Templates for Community and Care)
Click Manage to enter the Answer templates page in Settings.
Alternatively:
1. Click Answer templates to open a mini template browser.
2. Find the template that you want to use.
  The template appears in the message text field.
3. (Optional) Edit the template.

Add an internal note to a case

You can 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).

Hide comments on Facebook and Instagram posts from case conversations and Facebook/Instagram

You can hide individual comments or whole comment threads on Facebook and Instagram posts.

To hide a comment, hover over this comment in the Care case conversation and click the hide icon that appears next to it:

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.

The reply option is disabled for hidden comments.

To un-hide a hidden comment, click the hide icon again.

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.

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.
    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.
    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.