With NapoleonCat, you can assign tickets (customer comments, messages, and the like) to different team members, flag crucial messages, scribble down internal notes, and even toss out "to consult" emails to seek guidance from your crew or external pros.
Let's jump right in!
Assign tickets
Have a team star, Kate, who's a maestro at tackling complaints? All good! Or a product guru, Tom? Fantastic!
You have the power to assign customer chats to team members, so everyone gets to work on what they shine at.
To assign a ticket, hit this icon from the main Inbox view in Social Inbox:
When a ticket is assigned to you, it'll appear in "My Tasks":
Once you swing into action, the ticket will do a quick leap into the appropriate tab, depending on your chosen action (hidden, archived, deleted, flagged).
Flag messages
Caught a message that has 'urgent' written all over it? Is a response needed ASAP to prevent a negative spiral? You got this!
π© With the option to flag messages, you can put those high-priority, needs-immediate-action chats on your urgent radar:
They make their way to the 'Flagged' folder for easy access. And you always have the power to unflag when things settle down!
Internal notes
When you're on a ticket, you might need to dish out some extra info to your teammates or throw out a question. They're for your team's eyes only, so feel free to drop all the juicy info you want without fretting about customers getting a peek.
Leave or respond to internal notes right from the thread view:
Send "To Consult" Messages
Sometimes, you might stumble upon a ticket that you're not sure how to handle. That's okay! You can send a "to consult" note to your team members or even people outside of your organization to get advice:
This lets you collaborate with your team and figure out the best way to handle the ticket. A request to consult will be sent to the email address(es) you specify.
π Keen to know more? See this complete guide for how to send "To Consult" messages.
Spotting Internal Notes and "To Consult" messages
How can you check from the main Social Inbox view if a ticket has any internal notes or a consultation chat? No problem!
You'll spot Notes right in the main ticket view:
Inbox Activity Reports
πββοΈ Although Inbox Activity Reports are nestled within the Reports feature, they're also tightly linked to the Social Inbox.
So, you have an all-star social media moderation team, each shining brighter than the last! But how do you assess their performance? Who earns the cheers and who needs a friendly nudge?
π Inbox Activity Reports have got your back!
They're brimming with all the data you need. Spot your moderator's name, track their average response time, and their daily reaction and reply count. Even see the kinds of reactions they're distributing, like likes, tags, hides, and flags.
Curious? Can't blame you!
β‘οΈ Check out this separate article and learn how to run Inbox Activity Reports.
And... that's a wrap.
π¨οΈ Still got questions? Don't hesitate to reach out to our Customer Success team on chat! Find us in the bottom right-hand corner.