Engage Digital | Solving a case in Inbox

Last updated on January 23, 2022
Solving a case allows you to mark the case as complete. An agent must ensure that all customer inquiries and concerns are addressed before marking the message thread as solved.
 
Depending on how it’s configured by your admin, you might be prompted to enter a disposition category to mark the outcome of the case. You may also be required to answer additional questions from the customer that are not related to their initial question or concern.
  1. Navigate to Inbox via the left-hand navigation bar.
  2. Select the desired mailbox folder.
  3. Click on the message you’d like to solve.
  4. Hover over the message and click the Solve checkmark icon to open the Disposition window.
  5. Select a category from the dropdown menu.
  6. Enter any notes (optional).
  7. If Smart Conversation Close is not enabled, click Save.
  8. If Smart Conversation Close is enabled, check Wait for a response before smart conversation close to give the customer a chance to proactively ask additional questions. Leave it unchecked to immediately send the automated message asking the customer if they have additional questions. Continue the conversation if the customer has other questions or concerns.
  9. If the customer has no other questions or concerns, repeat steps 4 to 6 then click Save.
Select disposition
If no disposition is needed and Smart Conversation Close is not enabled, once you click Solve, the message will be closed and a pop-up message with a ‘case complete’ prompt will appear. If the message thread contains unread messages and you mark it as Solve, the unread messages will be automatically ignored. 

If no disposition is needed but Smart Conversation Close is enabled, when you click Solve the system will automatically ask the customer if they have other questions or concerns. The customer can choose to answer using two buttons, Yes and No. If the customer chooses Yes within the allowed waiting period, the system will automatically ask the customer for more information about their new question or concern. You must then continue the conversation.
View of smart conversation question sample
View of smart conversation reply sample
If instead of choosing Yes or No, the customer replies to the automated question within the allowed period, the system assumes that the customer does have other concerns and has provided details. In this case, the system will no longer send the second automated message and you must continue the conversation.
View of a customer reply with a custom response
If the customer chooses No or does not reply within the allowed period, the system will automatically mark the conversation as solved.
View of a complete conversation
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