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. Each customer comment in the thread creates a new case. The case will be assigned to an agent, who is then responsible for resolving it. KPIs statistics are then counted for both the case and the agent. The status of the case marks the progress towards the resolution of the customer inquiry. Exact statuses and their flow depend on Brand Embassy settings. The case can also be assigned to another agent.

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 all 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.

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 or 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.