Working with posts

In Brand Embassy agents works with posts, customer cases and comments. Check the Statuses of Posts, Cases, and Comments page for an overview of definitions and statuses

A post is basically a thread of communication (public post, direct message). The detailed view of a particular post shows information such as the customer's name, the date and time they sent the message and channel used. The post will be assigned to an agent, who is then responsible for resolving it. KPIs statistics are then counted for both the post and the agent. The status of the post marks the progress towards the resolution of the customer inquiry. Exact statuses and their flow depend on Brand Embassy settings. The post can also be assigned to another agent

Multiple people comment on a single Facebook post regarding many topics. These comments and different topics can be broken into cases. KPIs such as First Response Time and Resolution Time are calculated per case. A case can be assigned to an agent, who was not assigned the post. Cases are similar to posts - they can be assigned to another agent and the statuses behave similarly.

A comment or a group of comments can be marked as a case and will then have all the attributes a case has.

The To be done list highlights unresolved cases, new comments and other updates in the post which await the agent's action.

The agent can manually add internal notes and tags or mark the sentiment of the post or comment as neutral, positive or negative.

The actions menu on the top right relates to the whole post, including comments. It can take you back to the thread origin or allow you to unassign the post from the current agent, assign it to someone else, set as resolved, set all as checked, or trashed.

When the agent replies to the customer, they start a case. The case is automatically assigned a case number, for example, #1023. The first response time starts calculating when the data syncs to Brand Embassy. The solution time is calculated when the case is resolved.

The case can include multiple comments. The case actions menu relates to the whole case. The case can be assigned to someone else, set as escalated, set as resolved, set as resolved and closed or just closed.

A post can contain several cases, which will each have a separate status. The post itself will have no status. If there is a post from the brand and only comments from the customers, there are only 2 statuses available for the post - New or Resolved.