When you have all needed projects set and social accounts integrated, you can start responding on mentions directly from the tool. Each conversation in the SentiOne system is called a thread. And the workspace where you can reply directly from the tool to each mention on every social channel, is called Threads module.
The process of servicing the threads goes through different stages: new, in service, waiting for review, closed. Our tool supports thread management process which can be customised per a customer with configuration of projects, teams and advanced routing.
All new threads can be visible in “New” tab. All threads assigned to specific team or user are available in the “In service” tab.
How do companies work on Threads?
The online customer service processes are different in every company but there are some similarities by which we advice to work on in the Threads module.
Process 1 (without Advanced routing turned on)
- User A reviews new threads manually, assigns them to other users in the “New” tab and ignores unwanted threads,
- User B gets the notification about assigning and goes to the assigned thread in “In service” tab
- User B tags thread and replies on it. He can also for example:
- add a note,
- add the mention author to the database, if needed,
- reassign a thread to another user,
- User B closes thread with the proper status.
Process 2 (without Advanced routing turned on)
- All users have their own project set (for example, projects distribution can be based on sources, so one user can serve threads from Facebook and the other one from Twitter),
- Each user can open his project and reply to threads in the “New” tab (or tag/ignore them) - when he replies, the thread is assigned to him automatically and goes to “In service” tab.
Process 3 (on accounts where advanced routing is turned on)
- User A waits for a new thread on “In service” tab,
- Routing functionality assigns new thread automatically when he doesn’t have other threads in service. Then, he can address the assigned thread directly from the tool.
How company, teams, and users work is really up to the process you set. SentiOne tool makes it possible to adjust functionalities that support flow required by our client.
What does Thread History present?
While writing a response, it is very often important to understand what happened with the thread before, e.g. who or which team was assigned in the first place, what were the previous statuses and conversations with the mention author.
The history of thread is a really helpful feature available on all accounts with access to SentiOne React. It shows all the previous actions done from the moment the threads were created. We can see following information:
- assigning / reassigning / unassigning (who assigned the thread to whom and when)
- creating notes (who created the note and when + content)
- deleting notes (who deleted the note and when + content)
- replying / creating drafts (who created the reply and when + content)
- adding tags (who added the tag and when + name of the tag)
- adding statuses (who added the status and when + name of the status)
- drafts approval (who approved the draft and when)
- drafts rejection (who rejected the draft and when)
- adding / deleting notes to drafts (who added/deleted note and when + content)
- updating drafts (who updated the draft and when + content)
- changing statuses (who changed the status and when + name of the status)
- ignoring (who ignored the thread and when)
- unignoring (who unignored the thread and when)