Case detail up close

Now that we learnt to reply we will take a deeper dive into the various information and actions that hide in the post detail.

Post is a thread of communication. We differentiate between public and private posts with slightly different actions available.

Let’s take it from the top!

The header

On the left side, we can see the information about the channel and the case

1 - customer name

2 - the channel icon

3 - the case ID

4 - the case status

On the right side of the header, we can find the Case actions (1), the Owner assignee (2).

And the case actions:

1 - manually assign the case to another agent or queue

2 - change the case status to open

3 - change the case status to closed

5. - change the case status to escalated

6 - Show details of the case (PostID, PostID on External platform, Owner and Inbox assignee)

The message detail

Under the header, you will find the message itself. You can see the creation time of the case and you can also see the customer's name when you hover over with your mouse on their profile picture.

On the right, you can choose the sentiment of the message and the comment actions. Those will differ in private communication (above) and public comments below.

The Post History

In the post history section you can now see the actions that have been done by the agents, or system actions where the queue/ wfa/ wfa job is visible.