Workflow and Prioritisation

Identify key mentions and automatically tag, prioritise and assign activity to specific teams or agents…

DigiDesk enables admin users to create multiple teams and agents. Each agent can work to a defined schedule or on a logged in or out basis. Every team and agent has overflow options, based on mention caps and time elapsed.

Using that team and agent structure, specific types of mention can automatically be assigned to teams or agents. Mentions from specific accounts or that match keyword tables can be automatically tagged, prioritised and assigned.

Based on each team and agent setting, mentions can be dynamically assigned to the most appropriate agent. Workflow will consider the type of mention and current mention queue of each team or agent, before assignment.

A range of automated responses can be pre-configured for use in workflow, for different channels and accounts. These can be sent automatically or loaded into a queue of suggested responses, available to review, approve or reject.

+ Team and agent structure

DigiDesk enables admin users to create multiple teams and agents. Each agent can work to a defined schedule or on a logged in or out basis. Every team and agent has overflow options, based on mention caps and time elapsed.

+ Advanced workflow

Using that team and agent structure, specific types of mention can automatically be assigned to teams or agents. Mentions from specific accounts or that match keyword tables can be automatically tagged, prioritised and assigned.

+ Intelligent distribution

Based on each team and agent setting, mentions can be dynamically assigned to the most appropriate agent. Workflow will consider the type of mention and current mention queue of each team or agent, before assignment.

+ Automated responses

A range of automated responses can be pre-configured for use in workflow, for different channels and accounts. These can be sent automatically or loaded into a queue of suggested responses, available to review, approve or reject.

Related screenshots

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