Enhancement Request : ENGAGE - CLOSE THE CONVERSATION

(Doc ID 2323600.1)

Last updated on OCTOBER 31, 2017

Applies to:

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

Goal

Request to have the option to close a conversation with the customer. We mean:

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

We 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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