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Product Tour | On demand | 35 minutes

Exploring Emplifi Agent: Community Care integration and AI-assisted case routing

Watch this on-demand walkthrough with Pierce Freshwater and Ross Hamill to see how the Agent for Community Care integration brings social interactions into your Emplifi Agent case management workflow. See a live demo of escalating a Facebook post into a tracked Agent case, replying through the AI Reply Assistant, and using PI rules to automate routing without doubling your noise.

  • How the Community module, Social Care, and Emplifi Agent connect, so social posts flow into a fully tracked agent case with the original profile, queue, and history attached
  • How to escalate a community post into an Agent case manually, reply from inside Emplifi Agent using the AI Reply Assistant, and keep the Care and Agent statuses in sync as the case closes
  • How to use Platform Integration Engine (PI) rules and multiple agent targets to auto-route DMs and brand-specific posts to the right queue without creating noise
Emplifi Agent

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