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.
Moving cases from agent queue to spam
Want to move the already routed cases to the spam queue as well? Easy breezy lemon squeezy!
Go to the schedulers in the workflow automation and hit create a new one. Let's name it for example 'reroute cases in post to SPAM' and choose the time to execute using the crontab guru
Now we want to set up the conditions of the scheduler. Simply add the "include based on the post ID" condition type and fill in the same post ID we used above. Add also the statuses new and open (unless you want to reroute all cases from the post)
Don't forget to hit save ;)
We will create a job to reroute the cases, will add it to the scheduler and we are almost there!
In Jobs, we want to create a 'reroute to different queue' job and choose the SPAM queue as the destination.
Back in the Scheduler, hit the jobs button and add the job to the Scheduler
As a last step, click the activate button, sit back and watch the cases move to the SPAM queue, no longer swarming the agents ;)
After the scheduler is done processing and all the cases are moved, you can simply deactivate the Scheduler. Next time when you need to use it, just update the post ID in the conditions and the time for the scheduler to run (using the crontab guru) and you are good to go!
Having troubles recognizing the correct ID? Reach out to our support heroes!
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