Social Network "Conversations"

[iammattmartin]

It would be nice if there was a way in the future, or with a feature enhancement where social networks such as Twitter and Facebook could be more of a conversation, much like a ticket.

Meaning when you reply to someone many times in a thread, you can keep a complete copy of not only your replies but responses in order. This could then be linked to a contact so you have their entire history.

With lots more support being done via social media, this seems like an obvious path. Improving the customer experience and support.

This could then allow for replies via email like a relay but to social media where access to your desk may not be possible but email on the go is, longer messages with a "tweet longer" service pointing to a support centre script/bot to render the full reply without sending the nasty 1/2, 2/2 messages like many do as well as giving the customer the ability to see their previous communications via your own customer portal/API from the contact.

A ticket could be of a certain type, i.e email, twitter, facebook, etc etc so cerb knows how to deal with it. The contacts card could then have email address, twitter handle, facebook numeric id etc.

[jstanden]

This has been requested a few times.

I'm going to explore a new data query type which could thread records using arbitrary relationships.