Hard Locking Mentions

About Hard Locking Mentions

If you have many agents working in Social Connect at the same time, you may want to enable hard locking. When enabled, hard locking prevents multiple agents from working on the same mention at the same time. A mention becomes locked once an agent interacts with it, preventing other agents from performing any actions on the mention. If a customer has sent multiple mentions, then those additional mentions will also be locked to all other agents besides the agent working on the customer’s mention.

Disabling or Enabling Hard Locking

You can enable or disable hard locking at any time. The hard locking setting applies to your entire account.

1. Navigate to Account settings.
2. Select the Preferences tab.
3. Change your Hard Locking setting.

Hard Locking in the Inbox

This section covers what hard locking looks like in the Inbox.

When a mention is hard-locked by another user, a message will appear over the mention letting you know that another user is working on it. This message gives you a few options:

• Read Only: View the mention in a read-only view. You can see what the agent sends as a reply, but you cannot take any actions on the mention.
• Take Over: Allows you to take over the mention. The agent who was acting on the mention will no longer be able to take action on the mention, and the mention will appear hard locked to them.
  Qtip: This option can be enabled or disabled on a user level by disabling the Take over mentions that are hard locked for others user permission.
• Next Mention: Move to the next available mention in the Inbox.