ENGAGE - Option to CLOSE THE CONVERSATION

(Doc ID 2320533.1)

Last updated on OCTOBER 24, 2017

Applies to:

Oracle Social Engagement and Monitoring Cloud Service - Version N/A and later
Information in this document applies to any platform.

Goal


Customer would like to have an enhancement request to have the option to close a conversation with the user.

1-The user sends a direct message to ask something.
2- We reply, and after a couple of interactions, we complete the conversation
3- The user usually thanks us.

Customer would like to have a button or a check field to mark that the conversation related to that contact is finished.

If we have this functionality, we could measure the total number of interactions versus total number of received messages. Additionally, we could have the number of resolved cases by day, week, etc. And we could identify the cases that were not solved.
 

Solution

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