To help agents focus on their work, each new post will open in a new, detailed tab when clicked. You can keep multiple tabs open and work with them simultaneously. If there are too many tabs open, they will show up in a drop-down menu. When you finish working with the post, simply close the tab using the 'x'.
In the left panel you can see the views: Inbox, Pending, Escalated, Resolved and Favourites to help you keep track of your work. Clicking the plus button by My views you will lead you to create your own customized folders based on the channel, assignee or a time range.
Click the star in the right-hand corner of the post to add it to Favourites. Next to that is the priority of the post, the source, number of comments and post actions that apply to the whole post.
In the middle section, we have the conversation thread. When an agent first replies to a customer, a new case is created. As new comments are added to the thread, they sync to the platform. There can be multiple cases from multiple people in one conversation.
The 'To Be Done' list on the top right helps with that. You can just click the new comment and the next comment is highlighted so you can start typing your answer right away.
The quick answers at the bottom save your time from writing the same thing again and again, you just need to save them in the settings :)
The CRM panel under the 'to bee done' list gives an overview of the customer's engagement with your brand. The history shows the full history of activity within the post.
You'll always find a box with options to: reply, attach an internal note to the post, or send a draft of your reply for approval at the bottom of the post detail. Continue on to find out more about these options.