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Social media channels bring community messages into the same inbox as your other support channels.

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Common setup goals

  • route social messages to a dedicated view
  • let AI classify repeated topics
  • auto-resolve low-value messages such as thank-you replies or emoji-only messages
  • keep human agents focused on messages that need action

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Auto-resolve social messages

Social channels often create many short messages that do not need support action. Use auto-resolve rules or an auto-resolve agent for messages such as:
  • “thank you”
  • “wow”
  • emoji-only replies
  • duplicate acknowledgements
Learn more in Auto resolve and AI Agent examples. For exact keyword closes, you can also use Rules. Prefer auto-resolve or an auto-resolve agent for thank-you and emoji-only noise.

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Watch the walkthrough

Watch social media auto-resolution