Message Classification (PRIME)
Classifies messages from channels such as social media and email, automatically determining whether they qualify as an issue, along with their priority and type.
PRIME v3.1
Channel Configuration
Enable or disable the channels to include in classification
Social Media
All social media channels
The Social Media Monitoring module must be active and configured.
For activation and configuration support, contact the Next4biz team via the Help Desk.
Facebook
@brandname
Active
X (Twitter)
@brandname
Active
Instagram
@brandname
Inactive
LinkedIn
@brand-page
Not Connected
Email
3 addresses monitored
To have your email addresses monitored, click the
Email Setup
link below and define the email addresses you want Next4biz to monitor.
General customer support
Active
Complaints and feedback
Active
Information request channel
Inactive
Automatic Issue Conversion
Classified messages are automatically converted into issues in CSM
based on the assigned priority and issue type. When this option is active,
the Priority and Issue Type mapping configurations become mandatory.
ON
Priority Mapping
Map PRIME priorities to your CSM priorities
Why is this needed? PRIME uses a fixed list of priorities, while the priority definitions in your CSM may differ in name or number. This mapping ensures the priority PRIME assigns is applied directly to the corresponding priority in your CSM.
PRIME Priority
CSM Priority (multi-select)
Critical
→
High
→
Normal
→
Low
→
Issue Type Mapping
Map PRIME issue types to your CSM issue types
Why is this needed? PRIME uses standard issue types such as Complaint, Request, Suggestion, and Compliment, while the type definitions in your CSM may be more specific or named differently. This mapping routes the types PRIME classifies to the correct type in your CSM.
PRIME Issue Type
CSM Issue Type (multi-select)
Complaint
→
Request
→
Suggestion
→
Compliment
→
Insult
→