Order of priority messages
Table of Contents
đź”’Included in ALCMEON CARE ESSENTIAL, ALCMEON CARE ENTERPRISE
This feature in the “Settings” section allows you to manage the order in which messages should be processed by advisors in the Inbox using a system that is easy to predict and maintain.
This order is the one that is applied in 2 cases:
- in the inbox in “pull” mode (the default mode where advisors choose the next message they want to process), when the sorting is “priority messages”
- in the inbox in “push” mode (the mode where advisors are automatically assigned their next message to process).
Reminder: The choice of pull mode or push mode is made at the User Role level. The two modes can therefore coexist.
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Order management
The principle of this page is to create groups of messages by choosing priority criteria , and to choose from the drop-down menu at the top of the page the order that will be applied within each group (by default, the oldest conversations first).
The messages in the inbox will then be ordered as follows:
- first all messages from the 1st group, if any, ordered by oldest conversations
- then all messages from the 2nd group, if any, ordered by oldest conversations
- then all messages from the 3rd group, if any, ordered by oldest conversations
- etc.
- then (which does not appear explicitly in the interface) all the other messages ordered by oldest conversations
In push mode, advisors will therefore have to first process all messages from the 1st group before being assigned messages from the 2nd group.
Important: this order is dynamic , in the sense that if a new message matches the criteria of your first priority group, and this priority group was empty just before, this new message will be immediately placed in first position and therefore processed immediately.
Likewise, if you change the order or criteria of your priority groups, this is immediately reflected in the inbox of all your advisors.
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Available criteria
The criteria available to create your message groups are the same as the conditions in Triage Rules .
| Condition | Comments |
|---|---|
| is received on account {account(s)} | Allows you to choose the messaging or social media account(s) you have connected to Alcmeon and for which you want to restrict this rule. Select none to avoid any restrictions. |
| is received on channel {channel(s)} | allows you to choose the channel(s) for which you want to restrict this rule, such as “Facebook ad comments” or “WhatsApp messages” or “Instagram story mentions” for example. |
| received a response to a request for help | restricts the rule to messages for which a request for help was made by an advisor and a response provided by a supervisor to this request for help. |
| was automatically assigned to the advisor who already responded in this conversation | restricts the rule to messages for which the reassignment rule to the same advisor was triggered. |
| was manually assigned to the advisor | restricts the rule to messages that have been assigned to a human advisor by a supervisor with the associated permission. |
| is older than {delay} | restricts the rule to messages whose reception date exceeds a certain time period to be chosen (in hours) |
| is newer than {delay} | restricts the rule to messages whose receipt date is still within a certain time period to be chosen (in hours) |
| was received on {weekday} | restricts the rule to messages whose reception date is on a certain day(s) of the week such as “Saturday or Sunday” for example. |
| is received during {business or non-business hours} | restricts the rule to messages you received either during your business hours or outside your business hours |
| contains {list of keywords} |
Restricts the rule to messages whose text contains a keyword of your choice. You can enter multiple words, in which case the rule is restricted to messages containing either OR both of these words. Please note, in the interface for entering these keywords, validate each word or group of words with the [enter] key to save it. |
| does not contain {list of keywords} |
restricts the rule to messages whose text does not contain a keyword of your choice. You can enter multiple words, in which case the rule is restricted to messages containing NEITHER of these words. Please note, in the interface for entering these keywords, validate each word or group of words with the [enter] key to save it. |
| is exactly {text} | restricts the rule to messages whose text is exactly the text chosen in this rule. |
| does not contain text | restricts the rule to messages whose text does not contain the text chosen in this rule. |
| contains only emojis | restricts the rule to messages whose text contains only emojis and no other characters. |
| contains exclusively one or more @mentions | restricts the rule to messages whose text contains only @mentions. |
| contains only @mentions (except brand mentions) and emojis | Restricts the rule to messages whose text contains only @mentions (excluding mentions of your brand account this message is sent from) and emojis. |
| has a review on GBP, Trustpilot or Facebook | Restricts the rule to messages that have an associated rating. This condition is limited to channels that allow customers to add a rating to their message, i.e., Google Business Profile (reviews of your Google Maps locations), Trustpilot, and Facebook reviews. |
| is sent by a VIP profile | restricts the rule to messages sent by a Customer who has been marked as VIP. |
| is sent by a profile with more than {x} followers | restricts the rule to messages sent by a Client who has more than X followers on their own social media account. Note: Due to the 2024 changes on X (formerly Twitter), this platform no longer shares its users' follower count with partners like Alcmeon. This condition is therefore no longer usable on this channel. |
| is sent by a profile having the custom field {custom field} {operator} {value} |
restricts the rule to messages sent by a Client whose custom fields to choose meet a condition to be configured. You can use the following comparisons for the value of the custom field you chose as criteria:
|
| is tagged (qualified) {qualification} | restricts the rule to messages that at the time of executing this rule, have a qualifying tag to choose from that has some value to choose from as well. |
| is the first message in a conversation | restricts the rule to messages that are the first in a conversation in the Alcmeon sense. This allows in particular to route from the beginning of each conversation to a team, but to allow subsequent messages to be manually routed by advisors to another team. |
| is part of a conversation where an advisor has already responded | restricts the rule to messages for which a previous message in the same conversation was replied to by an advisor. |
| is a comment on the post {post} | Restricts the rule to posts that are comments on one of your posts. You can choose from the last 30 posts already published and visible to your customers on the selected social media account. |
| is a comment on a post containing {list of keywords} |
Restricts the rule to posts that are comments on one of your posts that contains a keyword of your choice. You can enter multiple words, in which case the rule is restricted to posts containing either OR both of those words. Please note, in the interface for entering these keywords, validate each word or group of words with the [enter] key to save it. Typically, this condition is used to identify comments on specific posts. For example, if the text of all your contests contains “#contest,” you can use this condition to identify all comments on all those posts, even future ones. |
| is a response to a proactive engagement message | restricts the rule to messages sent by the Client within a conversation (as defined by Alcmeon) that began with a proactive engagement message sent to the Client by an advisor using the “1-to-1 engagement” functionality. |