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Unified Moderation Workflow

Use the Escalation page to configure the Escalation controls that display when you click Escalate while moderating a post or a tweet. You can choose which reasons and suggestions display and specify the default assignee for each reason. You can also add new reasons or suggestions to the controls.
You must configure the Escalation features in Social before you can escalate tweets. For more information, see Configure Escalation Management.
To be able to configure Escalation controls (add new Escalation Reasons and Suggested Actions), the user must be an Administrative user in Adobe Analytics and have the Moderation > Can Edit Unified Moderation Settings permission enabled. For more information, see Add User Group, Permissions, and Members.
  1. Click Moderation > Unified Moderation Workflow.
  2. In the Escalation Reason field, specify the reason that you want to display in the Escalation controls.
    You can create multiple reasons, such as "Assign to Customer Support," "Offer Refund," "Need More Information," and so forth.
  3. For each reason, select the default assignee from the Assign To drop-down list.
    The assignee can be anyone who is a user in the account or a user group. When you or someone in your organization escalates a post or tweet, the escalation is assigned to default assignee unless another user or user group is explicitly assigned.
  4. (Conditional) To add additional reasons, click the add icon ( ), specify the reason's label, then specify the default assignee. To delete the existing reason, click the cancel icon ( ).
  5. In the Suggested Action panel, specify the suggested action that you want to display in the Escalation controls.
    While moderating, you can select an action for each tweet.
  6. (Conditional) To add additional suggestions, click the add icon ( ), then specify the label. To delete the existing suggestion, click the cancel icon ( ).
  7. Click Save.
After completing the steps in this topic, you can assign escalation actions within the individual moderation feeds. For more information, see Moderate Individual Posts or Tweets.