One of the core features of VSocial Community Manager is the ability to Triage an incoming Conversation. When Triaging, the User can decide to do one fo the following:
- Reply immediately
- Draft a Reply and save for later
- Draft a Reply and Assign the drafted reply to another VSocial user
- Ignore or Close the Conversation (if no action is needed)
- Assign the Conversation to another VSocial user for further handling
- Tag the Conversation for categorization purposes
The first 3 actions are covered in the article Replying to Conversations in VSocial. The latter 3 actions (and any action similar) are the focus of this article.
Selecting a Conversation to Triage
First, let's learn how to select a Conversation to reply to. When receiving a query that needs to be dealt with, the first thing you should do is click anywhere in the hot area (marked in pink below) of the conversation as per below:
Facebook Wall Post by Fan:
Facebook Comment by Fan:
When you click in the hot area, the conversation will be highlighted, and the Edit Pane will appear to the right:
It is important to understand that actions taken in the Edit Conversation Pane are focused on the Conversation that is in focus, i.e. the question by John Smithe asking Acme where he can purchase their products in Singapore in the example above. Replying to the Conversation is covered in the article Replying to Conversations in VSocial. Both actions can be taken in tandem (replying and triaging).
Editing the Incoming Conversation
At this time, there are 5 explicit actions the User can take on the focused Incoming Conversation:
Adding an Internal Note for Audit/Record Keeping Purposes
Adding an internal note, or Comment, can aid the user you're assigning the Conversation if additional information is needed that you may have. This internal note will be stored in the system and is viewable in the Conversation Logs. The note will also be included in the email notification sent to the user you're assigning the Conversation to, if applicable.
Changing the Status of the Conversation
The user can set the status of the Incoming Conversation to any of the supported Statuses in the dropdown. By default, new Incoming Conversations will be set to the Status "New".
To learn more about Status, please read the article A Primer on Conversation Status.
Assign the Conversation to Another VSocial User for Further Processing
If the user does not want to, or is unable to reply to the Incoming Conversation immediately, he/she can choose to assign the Conversation for further processing to another VSocial User or Group of Users.
When selecting the user or group, when Save Changes is clicked, the user (or group of users) the Conversation is assigned to will receive an Email Notification.
To learn more about Assignments, please read the article Working with Conversation Assignments - Assigning to Others and Viewing Assignments.
Tag / Categorize the Conversation
A powerful use for VSocial is the categorization of Conversations. It is a common requirement for teams to look back at the Conversations received for a given period of time (say, a Month), and make sense of them in aggregate. What products did they reference? What common issues were highlighted?
Going back and re-reading each and every Conversation to understand this information is simply not an option. Since it is already part of the job of a Community Manager to read every Incoming Conversation as they are received, it is good practice for the Community Manager (the VSocial User) to categorize the Incoming Conversation then and there. This will make the job at the end of the month (for instance) a lot easier for the team.
In the Edit Pane, the User is able to select any number of existing Tags, or create new tags as needed.
To learn more about Tags and how they can be used, please read the article Using Tags for Categorizing Conversations.
Remove Conversation from the Source Network
There may be special circumstances where in Incoming Conversation (or even a post originating from VSocial) needs to be removed from the Source Network (Facebook, Twitter, etc.) This can include spelling issues, profanity, or other unacceptable content.
The User can choose to remove the Conversation from the Source Network by clicking on the link in the Edit Pane "Delete from Facebook" (in the example above, or "Delete from Twitter" in the case of Tweets). The system will ask the user to confirm their request, and if confirmed, the Conversation (and any children/replies/comments underneath it, if applicable) will be removed immediately from the Source Network.
The Conversation, however, will not be removed from VSocial's Database. It can still be accessed by filtering the Conversations view by Deleted:
Hiding Facebook Posts
You can read about Hiding Posts from Facebook by reading this article: Hiding, and Unhiding, Facebook Posts.