Picture this: A long-time buyer sends you a message on social media, unhappy about a billing issue.
With the agility of a ninja, Auto-moderation jumps into action, sends a comforting auto-response, and assigns the issue directly to Carlos, your customer support superhero! 🦸🏽♂️
Losing this client? Not on your watch! Auto-moderation's got your back.
Let's explore how to assign high-importance issues to specific moderators using Auto-moderation. It's about getting the right problem to the right problem-solver!
How it works
Curious about the mechanics of auto-assign? Here's how it works:
Let's see how to set up auto-assigning in Auto-moderation rules below. 👇🏽
How to set up auto-assigning
Create a new Auto-moderation rule or tweak an existing one
Choose your platform - Facebook, Instagram, or Instagram ads - and the social media profile(s) you want the rule to work on (a)
Then, pick the type of message (such as organic comments, ad comments, or comments for a specific post, private messages) (b)
Set a condition for your rule. (c) Want to reply to all comments or only comments with links, for example? Or, maybe just to the first private message? You've got it!
Time for the fun part! What sort of interactions do you want to auto-assign to a moderator?
🎯 You can program your rule to trigger based on specific keywords, user tags, or both.
For example, say your VIP customer messages you about a faulty product. You could set triggers for keywords such as
not up to par.And also target users you've tagged as "VIP customer" before.
Just a friendly reminder that the trigger field is yours to customize! Spot all those important conversations that call for a human touch - and set up your rule accordingly.
🔗 Want to uncover more about keyword and tag triggers?
It's decision time for your social media action.
Let's say you're focusing on complaints in comments.
You could choose "Reply in a private message", writing something along the lines of "We're deeply sorry for the inconvenience! One of our dedicated team members will contact you shortly to rectify this":
And now, onto the grand finale! Auto-assigning.
Notice the "NapoleonCat actions" section below?
Click on "Assign moderator" 👆🏽 and handpick the moderator best equipped to tackle these types of concerns:
You can also keep all conversations in check with email notifications! 📨
Once you enter the moderator's email address, they'll be notified that Auto-moderation has done its part, but they need to continue with the case resolution:
Feel free to input multiple email addresses. Not keen on email notifications? Just disable this section - it's optional.
And you're almost done.
Time to start auto-assigning and navigating the social media seas! Sail through complaints, fish for sales opportunities, and keep any PR crises from rocking the boat. Smooth sailing ahead! ⛵️
Hit the yellow "Save&Run" button in the top-right corner to launch your rule right away:
But where will your moderators find their assigned tasks? Let's see! 👇🏽
Where to find auto-assigned conversations
After Auto-moderation handles and assigns a conversation to a specific moderator, it lands right in the Social Inbox, specifically, the "My Tasks" folder of the assigned moderator:
When they open it, they'll see the entire conversation, the actions Auto-moderation took, and have the opportunity to follow-up and solve the issue!
Look at you go.
An automated workflow, quick-fire responses, a delighted team, and overjoyed customers. Winning! 👏🏽