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Social25 allows you to configure that closed cases should be re-opened. When a new message comes in that is related to a Case with a specific status, Social25 can 're-open' the case by setting it to a specific status. This allows you to configure that closed cases should be re-opened, or that cases with a specific status should be re-routed to Omni-Channel for example. On which status(es) the case should 're-open' can be configured on the Social25 configuration page, see also: Configuring the Social25 Package.

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an existing case, Social25 will first check whether the existing case should be reopened or if a new case should be created. To allow closed cases to be reopened, check the Reopen Case By Incoming Message checkbox. If this is left unchecked, a new case is created when no open cases are found.

There is one exception to this rule: when the new message comes in within one minute of closing the case, the case will stay closed. This avoids the agent not being able to save the record they are currently working on.

Secondly, you can configure from which statuses the case should reopen. Select any status in the Reopen Case By Incoming Message / Select the statuses from which the case should reopen multi-picklist that should be considered for being assigned a new status. You can choose which status the reopened case will be assigned in the Select the status that should be used for reopening cases picklist. By default, this will be the default status.

If the status of the closed case is in the list of selected statuses , the status is set to reopened, the owner is removed and the message is sent to omnichannel. If the status of the case is 'closed', there is an additional check if it is within the time rangefor reopening the case and the message came in within the specified time range, the case will be reopened and assigned the configured status for reopened cases. If the message comes in after the specified amount of days, a new case will be opened. This time range can be configured in the Create new case after x days closed field.

If the status of the case is not in the list of selected statuses for reopening the case, it is assumed the agent is still working on the case and the message is shown in the chat window. 

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