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!
On the left side, we can see the information about the platform and the case
1 - customer name
2 - the channel name and icon
3 - the case ID
4 - the case status
On the right side of the header, we can find the number of messages exchanged within the post (1), the favourite button (2) and post actions (3).
Under we can find information about the queue name and priority, the inbox and owner assignee
And the case actions:
1 - unassign the case from your inbox
2 - manually assign the case to another agent or queue
3,4,5 - change the status to another status
6 - send a transcript of the communication to the customer’s email
The message detail
Under the header, you will find the message itself. Again we have the name of the customer as well as the profile picture if available. We also have the creation and read time and the tag button.
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. You can also see the number of likes and shares of the comment.