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.
First, go to the queue where the wall post from Facebook belong to and click in filters. We have set up the queue Facebook Public Post.
Now we will exclude the post filling in the post ID from the native platform into the ‘Exclude based on Post IDs’ filter.
An easy way to get the post ID from the native platform is to open the post on Brand Embassy, click on ‘Show Origin’ to go to the native platform.
Then copy the last part of the URL and paste it in the filter of your queue
That’s all, all the cases from this post won’t be routed to your agents.
You can also go the other way around and create a queue only to route such posts and nothing else and exclude the posts from the agents’ queue as a double save.
Having troubles recognizing the correct ID? Reach out to our support heroes!