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Enhancement Request: Automatic Unassignment on Engage Message after No Response from Assignee (Doc ID 2405117.1)

Last updated on JUNE 19, 2018

Applies to:

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

Goal

Enhancement Request:

User can assign a message to a user or a team. Only that user or an administrator user can unassign the message. User would like to have a feature that allows us that a message is unassigned automatically after a period of time. The agent or the administrator doesn't have to remember unassigning a message after they finish their work. With this feature, if the agent finished his work day and forgot to unassign a message, with this feature, the messages will be unassigned automatically. If the customer sends a new message, any agent will take the message and reply to the customer.




 

Solution

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