Conversocial Escalation process

Sometimes, you may find a question that may need more attention and may take more time to answer. This escalation process is exactly made to solve those types of questions.

When to escalate

  • If you notice that there are more than one person asking the same/similar question.
  • If a question getting a lot of attention and there is no solution in the Knowledge Base.
  • If a question/comment is related to Mozilla/Firefox brand and/or any team members or current events issues
  • If the question is related to a paid product.

If you find other circumstances that you think need to be escalated, please PM the CMs.

How to escalate

  • Describe the problem and the steps you’ve suggested to the OP through the Internal Note.
  • Reply to the issue with the following statement which you can also find on the Clipping list:

“Your issue seems a bit more complicated and requires more investigation. We're currently looking into it and we'll get back to you with more details ASAP. If any other information occurs in the meantime, please let us know.”

  • Assign it to “Mozilla - Escalate” queue.
  • Notify Social Support Wrangler/CMs about it (This is optional. Do this if it’s super urgent).
  • Once the conversation has been solved, close as Escalated.

Since we share a Conversocial instance with the Pocket team, there’s a chance you may find a conversation that should be assigned to their team instead of Mozilla’s team. Please follow these steps if you find yourself in this situation:

  • Put an Internal Note why you think this should be redirected to the Pocket team
  • Assign it to “Mozilla - Escalate” queue.
  • Notify Social Support Wrangler/CMs about it.
  • Once the conversation has been solved, close as Escalated.

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