Responding to customer interactions using Social Media/Reputation Management

Instantly view and respond to customer interactions for all integrated social media/reputation management channels from one inbox.

From the main dashboard, click Unibox to view all tickets. By default, the main tab shows all cases aka tickets you are assigned to or associated with so you can easily view and respond.

You can filter tickets based on the status (assigned/reassigned, approved, etc.) using the status drop-down at the top or by selecting the Filter icon. You can also filter tickets based on the profile, dates, sources (channels), and more. To save filters, click Save filter at the top.

Select the ticket to view the customer interaction. Select Click here to start working on this case on the bottom right to respond. You can also add notes to the interaction. Edit and format the text to match your brand, including the option to include attachments and emoji. Reply now or schedule it to send later.

At the top of the conversation thread, you can assign the ticket to specific workbaskets or users, including the option to update the case status. You can also schedule a follow up date from here.

The next tab at the top allows you to view and filter all tickets associated with the profiles you have access to.

The next tab at the top allows you to view and filter all data that has been collected for the profiles you have access to. Choose the last tab to view all saved filters.

Playmode

Playmode allows you to work on one ticket at a time based on the filters applied before entering play mode. Once you respond to a ticket, you are automatically assigned a new ticket.

To enter play mode, click Playmode at the top of the agent view queue. Click Reply to message to respond. You can also add notes to the interaction. Edit and format the text to match your brand, including the option to include attachments and emoji. Click Reply and select a Category that best matches the interaction type, such as new lead or query. Click Save.

To exit Playmode, click Edit Playmode at the top and select the reason for exiting, such as break.

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