Imagine your competitors tagged your page in one post which that went viral. Every comment in this public post will sync to Brand Embassy as a case which will be routed to your agents, even though these comments are not a request from your customers. Or what about the give-away posts in which your customers comment to win but your agents do not need to take care of these cases. With our Queue Routing, you can skip or include a certain post and keep optimizing the workload of your agents. Let’s see how to do it.
We want to skip a wall post from Facebook where a competitor company tagged us, and we do not want the cases from this post to be assigned to the agents.
Let's set up a SPAM queue for all and any such posts that we want to skip from the agent Queue. Hit Add a queue, name it and do not assign any agents. It should be on the top.
Now we will include the post filling in the post ID from the native platform into the ‘Include based on Post IDs’ filter.
How do I get the post ID?
Easy! Just open the post you want to remove from your agents' queue and open the 'show details' in the comment actions:
Then copy the 'Post ID on External Platform' and paste it in the filter of your queue
And then you just watch any new cases in our post getting assigned to the SPAM queue:
You can also go the other way around and exclude such posts from the agents' queue.
Having troubles recognizing the correct ID? Reach out to our support heroes!