Plusoft Social's securitization has undergone an update that changes how records are classified and distributed among users and teams. The central change is the opening of securitisations on account and Author ID, which reorganizes the operational flow and reduces the fragmentation of calls linked to the same profile.
What is secerization on Plusoft Social
Securization is the process that directs records (posts, mentions, and interactions) to defined managers, with distribution rules and classification criteria. This mechanism reduces generic queues, standardizes ownership, and supports routines for screening, service, and history monitoring by responsible persons.
What changed in the opening of securities laws
The update introduces three structural changes to the behavior of the resource.
1) Opening by account and Author ID (grouping by author)
Charterisations are now open by tells and Author ID. In practice, this causes All posts by the same author are grouped in a single distribution logic, reducing the risk of multiple managers meeting the same profile at different times without context.
Operational implications: SAC 2.0 and social care teams tend to gain historical consistency by author, with less rework and less chance of misaligned answers.
2) There is no more opening from the brand's own post
With the change, there is no longer an opening of secession “based on the brand's own post”, according to the previous rule described in its flow. This avoids the creation of portfolios originated in institutional publications that, in many scenarios, generate indirect volume and low relevance for individual ownership.
Operational implication: the team is able to prioritize interactions that require response and follow-up, without inflating portfolios by origin that does not represent an external author.
3) Activation of a user eligible to receive certifications
The update includes the possibility to activate/deactivate users as eligible to receive certifications within the platform. This control layer is useful for handling vacations, scale changes, outsourcing, temporary squads, and capacity adjustments.
Operational implication: the distribution now better reflects the team's capacity planning, reducing manual redistributions and “orphan” tickets.
Reopening of porterizations: manual and automatic
The update also alters the life cycle of charterisations by allowing Reopening in two modes.
Manual reopening
A user can reopen a secrecy when there is a need to resume registration monitoring, for example in cases of contestation, customer return, or internal response validation.
Recommended use: exception scenarios in which the operation needs to reactivate ownership without relying on an automatic rule.
Automatic reopening with parameterized period
Automatic reopening can take place within a parameterized time window. This allows the team to define an interval at which new movements from the same context will trigger the follow-up flow again.
Operational implication: the operation reduces loss of follow-up when the customer returns after a first closure, especially in cases of asynchronous service.
Status update when there is a response from the end customer
When a response occurs from the end customer, the registry can receive a status update, keeping the follow-up consistent with the actual interaction and preventing the wallet from remaining “closed” while the conversation continues.
Operational implication: improves the traceability of the service funnel and reduces gaps in SLA, because the status now reflects the current state of the conversation.
Best practices for extracting practical gain from the new rule
- Define clear ownership criteria by author: if the objective is continuity by profile, the queue and prioritization rules must reflect this (e.g., reassignment only due to unavailability);
- Configure the reopening window according to the behavior of your audience: very short times increase manual reopenings; very long times can keep wallets “active” without need;
- Use user activation as a scale control: keep only users with real availability eligible, to avoid distribution to those who will not perform the service;
- Monitor volume by author and recidivism: Grouping by Author ID makes it easy to identify recurring profiles, complaint patterns, and opportunities for preventive action.
Learn more about Plusoft Social
Plusoft Social integrates the Plusoft portfolio and supports the monitoring of more than 14 channels, allowing you to follow interactions, market trends, and competitors' movements. The solution consolidates data into reports and dashboards to support operational and strategic decisions.
The platform can work in conjunction with Plusoft Omni CRM, connecting social listening and service to support a more continuous experience with an accessible history. In crisis management routines, monitoring and organizing records helps identify signs of tension in advance, prioritize responses, and record evidence for later analysis.
Next steps
If you want to understand how to parameterize reopening, structure rules by author, and align distribution with your service operation, the fastest way is to review your current queue model, user eligibility, and closure criteria.
To see Plusoft Social working in your scenario, talk to a Plusoft specialist and validate the ideal configuration for your volume and SLAs.
