OASIS gives your team a place to review incoming comments, messages, and mentions from supported social accounts. You can see what needs a response and assign it to the person who should handle it. When a question needs more work, you can create a case to keep track of the follow-up.
Some messages take a few seconds to answer. Others need help from another department. Someone might ask about a campus closure, then explain that they need access to a building during that time. The person watching the inbox may need to check with facilities before replying. A case gives that question an owner while the team works out an answer.
You can narrow the inbox to the account or work you’re responsible for. Filters help you review items by status, owner, or due date. That gives someone starting their shift a way to find the conversations they need to pick up.
Internal notes let teammates explain what they’ve checked without putting that discussion in a public reply. Add the details another person would need before taking over. If a department has confirmed a date or asked you to wait for an update, keep that information with the case.
Saved replies can help with questions your team answers often. Start with the wording you’ve already prepared, then check that it fits the person’s question. A reply about office hours may need a different answer during a holiday or service interruption.
When a case needs more attention, you can escalate it and keep the discussion attached. Once the work is complete, record how you resolved it. Someone reviewing the case later can follow what happened without asking everyone involved to remember the conversation.
The messages you can receive and the actions you can take depend on the connected social network and your account’s permissions.
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