Clarification on social channels

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1

Hello eGain Support Team,

Please we will need more clarity on the list below:

Is it possible for an agent to pick a specific chat to treat from the queue?|
Is there a way messages on DMs and POSTs containing specific keywords (e.g. fraud, stolen, robbed, etc) to be prioritized or flagged? |
Is it possible to use the virtual assistant to route chats and DMs to the appropriate department? |
Can an agent reopen a DM and POST activity that is already completed? |

2

Hello Support Team,

Still expecting your feedback.

3

Hi Patrick, sorry about making you wait. Here are the replies from the chat and social SMEs:

Is it possible for an agent to pick a specific chat to treat from the queue?

  • We don’t have pick feature for chat activities.

Is there a way messages on DMs and POSTs containing specific keywords (e.g. fraud, stolen, robbed, etc) to be prioritized or flagged?

  • No, currently we don’t have any system to prioritize/flag specific key words.

Is it possible to use the virtual assistant to route chats and DMs to the appropriate department?

  • Yes for chat activities.
    Updated the reply for social channel: Social doesn’t have an integration with virtual assistant

Can an agent reopen a DM and POST activity that is already completed?

  • No, if it is completed, then the agent can’t open the activity.
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4

Hi Patrick, please check the thread for a reply to question no 3. I have added the response from the social expert.