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Auto-Assign High-Priority Issues to Team Members
Auto-Assign High-Priority Issues to Team Members

Capture high-importance issues and assign them to your customer care team members automatically

Napoleon The Cat avatar
Written by Napoleon The Cat
Updated over a year ago

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! πŸ¦ΈπŸ½β€β™‚οΈ

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!

  1. How it works

  2. How to set up auto-assigning

How it works

Curious about the mechanics of auto-assign? Here's how it works:

  • First things first: you set an Auto-moderation rule (like auto-replying to 'damaged item' comments in a private message) 🩹

  • You can also set the rule to auto-assign these messages to chosen moderators - the ones you've added to your NapoleonCat account previously.

    For instance, you could assign those conversations to Martha, one of your moderators. πŸ‘₯

  • She'll see the message waiting for her in "My Tasks" folder in Social Inbox.

    Now, the issue is in Martha's hands, ready for her to monitor and step in with a resolution. Efficiency level: πŸ’―

Let's see how to set up auto-assigning in Auto-moderation rules below. πŸ‘‡πŸ½

How to set up auto-assigning

  1. Create a new Auto-moderation rule or tweak an existing one

  2. 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!

    Assign High-Priority Issues to Team Members Automatically with Auto-moderation in NapoleonCat

  3. 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 malfunctioning, broken, defective, issue, not up to par. And also target users you've tagged as "VIP customer" before.

    Assign High-Priority Issues to Team Members Automatically with Auto-moderation in NapoleonCat

    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.

    πŸ”— Want to uncover more about keyword and tag triggers?

  4. 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":

    Assign High-Priority Issues to Team Members Automatically with Auto-moderation in NapoleonCat

    πŸ”— See more about social media actions here.

  5. And now, onto the grand finale! Auto-assigning.

    Notice the "NapoleonCat actions" section below?

    Assign High-Priority Issues to Team Members Automatically with Auto-moderation in NapoleonCat

  6. Click on "Assign moderator" πŸ‘†πŸ½ and handpick the moderator best equipped to tackle these types of concerns:

    Assign High-Priority Issues to Team Members Automatically with Auto-moderation in NapoleonCat

  7. You can also keep all conversations in check with email notifications! πŸ“¨

    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:

    Assign High-Priority Issues to Team Members Automatically with Auto-moderation in NapoleonCat

    Feel free to input multiple email addresses. Not keen on email notifications? Just disable this section - it's optional.

  8. 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:

    Assign High-Priority Issues to Team Members Automatically with Auto-moderation in NapoleonCat

  9. But where will your moderators find their assigned tasks? Let's see! πŸ‘‡πŸ½

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:

Assign High-Priority Issues to Team Members Automatically with Auto-moderation in NapoleonCat

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!

Assign High-Priority Issues to Team Members Automatically with Auto-moderation in NapoleonCat

Look at you go.

An automated workflow, quick-fire responses, a delighted team, and overjoyed customers. Winning! πŸ‘πŸ½

πŸ’¬ Need a fur-endly voice to guide you? Chat with our Customer Success team in the bottom right-hand side of your screen.

Related Articles
Create Auto-Moderation Rules: The Ultimate Guide
View When and How Your Auto-Moderation Rules Were Triggered
Discover Team Collaboration Features in NapoleonCat
Auto-Moderation: Overview, Features, Benefits
πŸ†• Discover Rule Templates and 25 Useful Ideas for Rules
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