Cases

About Cases

A case groups related mentions in one bundle, allowing you to assign the case to one of your agents or resolve the case and all its mentions in one click. You can either manually create a case or set up an automatic case creation rule to create a case for new private conversations based on the conditions you set.

Manual Cases

Manual cases give you the option to select specific mentions and add these to a case one by one. These do not have to be from the same contact, social source, or profile. Any mention can be manually added into a case.

1. In the Inbox, click the dropdown arrow next to the filter bar.
   
2. Click Add new Case in the dropdown menu.
3. Fill in the following fields:
   
   • Topic: Select the topic to save this case in.
   • Title: Add a short text as the title of the case.
   • Priority: Select the priority this case should get.
     Qtip: Topic, Title, and Priority are all required. Note is optional.
   • Note: Add an optional note to the case.
4. Click Add.

Next, you will want to add mentions to this newly created case.

1. Go to a mention in your Inbox you want to add to your case.
2. Click the clipboard icon on the mention.
   
3. Search for the case by typing the title or by scrolling through the list and then select your desired case.

The mention will now show up in your selected case.

Automatic Case Creation

You can create rules that define for which streams cases will be automatically created for private one-on-one conversations. The entire setup is done in the Account settings. Please be aware of  the following:

• It is only possible to create cases for private 1-on-1 conversations.
• A different case is created for each different author. Multiple messages coming from the same author will be added into 1 case, while messages coming from different authors will get added to different cases.
• If no new mention is added to the case for 28 days, new mentions coming from that same contact will create a new case.
• Resolving a case puts a “hard stop” to this case. New mentions from that contact will create a new case.
• When replying to Private Messages in an auto-created case, you will always reply to the most recent mention of the customer in that conversation.

Adding a Case Creation Rule

1. Click your profile icon in the top-right corner.
   
2. Go to Account settings.
3. Scroll down and select Cases.
4. Click the add rule button.
5. Fill in the required fields in the window that opens:
   
   • Name: Give the case rule a name so you can easily identify it.
   • Status: Activate or deactivate the rule. The rule is activated by default.
   • Restrict to (optional): Select to which user(s) and/or team(s) the auto assign rules should be restricted.
   • Assignment strategy: Choose how you want cases to be assigned. You can choose any or all of the strategies. The order of these strategies always follows this order: Smart assign, then Workload, then Random. If one strategy can’t be met, the next selected one will be used. These strategies work as follows:
     • Smart assign: Assigning the case to the user that previously handled that contact.
     • Workload: Sending cases to the user with the least amount of assigned cases.
     • Random: Pick a random available user (e.g. when the above strategy doesn’t return a candidate).
   • Send reply: When cases for this rule are created, the selected response will automatically be sent.
   • Send on case resolve: When cases for this rule get closed for the first time, the selected CSAT/NPS® response will automatically be sent. Note that if the contact already received a CSAT/NPS® question in the last 24 hours, they will not receive another one.
   • Apply to profiles: Select to which profiles the auto case creation rule should be automatically applied.
6. Click Add.

Example

We have an active auto case creation rule called “ClaraFly”. This rule is set up for our ‘Clarafly’ Facebook Page and will automatically create new cases when a customer reaches out to us via Messenger. All the messages from that customer will be grouped into cases.

All cases that are created for this profile will be assigned to a user in the ‘ClaraFly Team’. The assignment will be based on all 3 strategies: first, it will be checked if the case can be smart assigned. If that isn’t applicable, then the case will be assigned based on the current workload. If there would be an equal workload in the team, the case will be randomly assigned.

Next to that, when a case is created, the ‘ClaraFly Flow Start’ flow will automatically be sent to the customer as a first reply.

Finally, when the case is resolved, a CSAT survey will automatically be sent to the customer. When the customer then provides feedback, the mention this generates will be added to the already resolved case.