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Social messaging is an ongoing conversation over a longer period of time. Tickets created from this type of conversation are not closed by a custom trigger; instead, they use the default automation “Close ticket 4 days after status is set to solved” to update the ticket. You can configure this automation, if needed, to up to 28 days between solving and closing the ticket.
Before you start, read Conversational styles in messaging for an overview of each conversational style.
Configuring the social messaging conversational style
This is the default behavior with messaging, so there is nothing you need to do to adopt this conversational style. However, you might want to provide mechanisms by which the ticket status is set to Closed if particular conditions are met. This can be done by creating a simple trigger or automation (similar to those suggested for other conversational styles) with the conditions required.
Using a conversational style can change how you measure success. Even though a single ticket might take longer to resolve, you'll likely have fewer individual tickets than with live chat. Plus, reassigning the ticket to the original agent might result in a lower total handle time than dealing with many separate tickets. So, consider revising your metrics to reflect these changes.
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