A specialist hands a difficult message to a manager
Who is involved
| Role | What they do |
|---|---|
| Social specialist | Works the inbox, replies to routine messages and escalates the hard ones. |
| Social manager | Takes over escalated conversations, replies and closes them. |
Step by step
- Social specialist
Opens a conversation from an unhappy customer.
What they see:The thread, sender, channel and any sentiment mark.
- Social specialist
Adds an internal note with what is known and gives the conversation to the manager with Give to a teammate.
What they see:A message says it was given to the manager; the conversation shows the manager as its owner.
- Social manager
Opens the conversation from the notice it was given to them.
What they see:The internal note is visible and the customer sees nothing of it.
- Social manager
Checks Assigned to me.
What they see:The conversation is there, marked Assigned to you, and no one else picks it up.
- Social manager
Replies from a saved reply or an AI draft, edited by hand.
What they see:The reply is sent on the customer's own channel and recorded as sent.
- Social manager
Resolves the conversation.
What they see:It leaves the open list; the specialist, who cannot resolve, sees it closed.
Who is told what
The person a conversation is given to is told at once, in the app and on the phone, with a link that opens it. The notice names who gave it and the channel, never the customer's words. Taking a conversation for yourself sends nothing.