Think of the Social Inbox as your virtual huddle room, where every social media conversation and interaction comes to play.
And guess who's the captain? That's right, you are! 🎯
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.
Commanding social media dialogues with NapoleonCat is as smooth as a cat stretching out in a sunbeam. ☀️ Let's jump right in!
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:
Alternatively, you can do it from the thread view:
When a ticket is tossed to you, it'll pop up in "My Tasks" (if you haven't taken any action yet):
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).
🔃 You can always pass the ticket to someone else or remove the assignment anytime. Just hit the trash or arrow icon to do it:
Caught a message that has 'urgent' written all over it? A response needed ASAP to prevent a negative spiral? You got this!
🚩 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!
Did that new promo date just slip your mind? When you're on a ticket, you might need to dish out some extra info to your teammates, or throw out a question. Cue in internal notes!
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.
🔗 Keen to know more? See this complete guide for how to send "To Consult" messages.
Spotting Internal Notes and "To Consult" messages
You're acing the message game, calming delivery time complaints, handling product queries, maybe even sharing a giggle or two.. but, wait!
How can you check from the main Social Inbox view if a ticket has any internal notes or some consultation chat? No problem!
You'll spot 'Internal Note' and 'External Note' (for the 'To Consult' messages) icons with nifty counters, right in the main ticket view:
And when you hop over to the thread view? You'll unveil all the details, like the note contents and beyond:
It's like herding cats... but without the scratches! 😸
Inbox Activity Reports
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?
📊 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!
➡️ Check out this separate article and learn how to run Inbox Activity Reports.
🐾 But the team fun in NapoleonCat isn't only in the Social Inbox.
🔗 Discover how to use team features in the Publisher when creating content. It's a meow-sterpiece of coordinated efforts!
And... that's a wrap.