When it comes to customer service, many customers prefer to have multiple conversations about the same topic so they can keep track of it better. However, customers also want to create the logic that determines whether or not a new discussion should be started or whether or not a closed conversation should be re-opened.
With the new threading logic, customers can customize the logic of when a new conversation should be created depending on the incoming customer message. When a new conversation is started on a certain topic, depending on the threading interval, either the last conversation is brought back up or a new conversation is started. The threading interval can be set in Days, Hours and Minutes by Admins.
Threading Logic helps in :
- Optimize the flow for new conversations and makes it easy for your agents to take action on active conversations
- Agents manage incoming message effectively by reopening the earlier conversations or creating a new conversation depending on specified time interval.
THREADING BEHAVIOUR AT VARIOUS TIME INTERVALS
1. Agent Resolved
When an agent resolves a conversation, the conversation will be removed from assigned to me view. if the customer responds before the threading interval, the conversation is re-opened with the same agent and the reply will get added to the same conversation.
2. Auto-resolved
When there is no response from the customer and the threading interval has passed, the conversation is auto-resolved.
3. Conversation after the threading interval
After the threading interval has passed, if the same customer contacts again, neither the customer nor the agent can add new replies to the earlier conversation.
However, a new conversation is initiated (by clicking on reply icon in the screenshot below) by another agent where messages from the previous conversation can be replied to in the latest conversation
At this point, the conversation is open, and the agent and the customer can continue the discussion again.
THE THREADING LOGIC IS SUPPORTED ON MOBILE APP
For conversations where the threading interval has been passed, the reply option will be hidden for agents
For new conversations that are created once interval is passed, those new conversations will be shown in the conversation list view itself.
Time interval under which the most recent conversation reopens when the customer responds back or reaches out. Interval is default to 0 mins for bot mapped topics
THE THREADING BEHAVIOUR FOR DIFFERENT CHANNELS AND HOW TO ENABLE THEM
As an admin, they should be able to configure the threading interval for every topic. Every topic will include a configuration for the threading interval. Threading interval will have Days, Hours, Minutes support. Maximum threading interval can be upto 7 days.
Channels that support threading behaviour and how to enable them:
1. Web Chat
2. Mobile SDK
3. Social Media (Twitter Post, Facebook Post, Instagram Post)
Web Chat
Example >Topic - "Returns and Refund)
Scenario
- Customer reaches out on the web widget for the topic "returns and refund"
- Agent responds and changes the status to "Waiting on customer"
- A conversation gets created and gets assigned to an agent
- Customer responds back to the conversation.
- Agent responds back and changes the status to "Resolved"
- Until this point all the messages will be threaded to the same conversation regardless of the time of the message.
- Customer reaches out on the same widget for the same topic
- If the customer message is under the threading interval - the previous conversation reopens
- If the customer message is over the threading interval - a new conversation will be created
The admin can enable the threading interval for different topics by going to the Admin Settings> Channels> Web
Channel - Email
Threading Behaviour - Detailed threading logic for email as a channel is considered.
Scenario
- Customer reaches out to support@freshdesk.com
- Agent responds back and resolves the conversation.
- Customer responds back on the same email thread
- Depending on the unique identifiers and threading logic -
- Identifier match - will be threaded to the same conversation
- Identifier do not match - will be created as a new conversation
Channel - Phone
- CTI
- Freshcaller
Threading Behaviour - No threading logic for conversations with phone as source
Scenario
- Customer calls to the support team
- A conversation gets created as soon as the agent picks up the call
- Agent will be able to access the conversation and add private notes on the same
Channels
- SMS
- Line
- ABC
- Social Media
- Facebook DM
- Instagram DM
THREADING BEHAVIOUR
When a conversation is created for a specific topic, until that specific conversation is resolved - all the messages from that customer will be threaded to the conversation.
SMS (Twilio) and Gupshup
Gupshup
Example
Scenario (Whatsapp)
- Customer reaches out on Whatsapp number +91-987659XXXX
- A conversation gets created and gets assigned to an agent
- Agent responds and changes the status to "Waiting on customer"
- Customer responds back to the conversation.
- Agent responds back and changes the status to "Resolved"
- Until this point all the messages will be threaded to the same conversation regardless of the time of the message.
- Customer reaches out on the same Whatsapp number - it will create a new conversation and get assigned to an agent.
Line
Scenario (Instagram DM)
- Customer reaches out to the Instagram handle via DM
- A conversation gets created and gets assigned to an agent
- Agent responds and changes the status to "Waiting on customer"
- Customer responds back to the conversation.
- Agent responds back and changes the status to "Resolved"
- Until this point all the messages will be threaded to the same conversation regardless of the time of the message.
- Customer reaches out on the same Instagram handle via DM - it will create a new conversation and get assigned to an agent.
Set up threading logic on Instagram.
Go to> Settings> Channels> Instagram
Facebook DM
Apple Messages for Business
