# Clarification on social channels

**URL:** <https://community.egain.com/t/clarification-on-social-channels/695>\
**Category:** Conversation Hub\
**Created:** [March 18, 2022, 12:46pm UTC](https://community.egain.com/t/clarification-on-social-channels/695 "2022-03-18T12:46:40Z")\
**Posts on this page:** 4\
**Page:** 1

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**Author:** ![Avante](https://avatars.discourse-cdn.com/v4/letter/a/3ab097/32.png) [@Avante](https://community.egain.com/u/Avante)\
**Post date:** [March 18, 2022, 12:46pm UTC](https://community.egain.com/t/clarification-on-social-channels/695/1 "2022-03-18T12:46:40Z")

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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? |

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**Author:** ![Avante](https://avatars.discourse-cdn.com/v4/letter/a/3ab097/32.png) [@Avante](https://community.egain.com/u/Avante)\
**Post date:** [March 23, 2022, 6:11pm UTC](https://community.egain.com/t/clarification-on-social-channels/695/2 "2022-03-23T18:11:14Z")

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Hello Support Team,

Still expecting your feedback.

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**Author:** ![Shalini](https://sea1.discourse-cdn.com/flex019/user_avatar/community.egain.com/shalini/32/7_2.png) [@Shalini](https://community.egain.com/u/Shalini)\
**Post date:** [March 24, 2022, 1:18pm UTC](https://community.egain.com/t/clarification-on-social-channels/695/3 "2022-03-24T13:18:09Z")

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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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**Author:** ![Shalini](https://sea1.discourse-cdn.com/flex019/user_avatar/community.egain.com/shalini/32/7_2.png) [@Shalini](https://community.egain.com/u/Shalini)\
**Post date:** [April 6, 2022, 1:01pm UTC](https://community.egain.com/t/clarification-on-social-channels/695/4 "2022-04-06T13:01:55Z")

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