Upgrade Guide to Diversified Reception Scheme
# Upgrade Guide to Diversified Reception Scheme
——Preparation and Precautions for Upgrading the Diversified Reception Scheme
If the enterprise currently uses the agent reception mode, visitor, shortcut tab and FAQ functions in the old version of the system, and hopes to upgrade the Diversified Reception Scheme to use the「Reception Scheme」,「Visitor」,「Shortcut Menu」and「FAQ」functions in the new version, this article will introduce the necessary conditions, precautions and operating steps for upgrading.
# Upgrading Conditions and Principles
# ● Basic conditions
It only supports applying for and enabling new live chat agent products based on the new admin console, and using Reception Scheme, Visitor Setting, and Service Application: FAQ and Shortcut Menu functions.
# ● Upgrading of live chat agent「Knowledge Base Management」and bot「One-round Question Management」
As the diversified FAQ and shortcut menu service applications only support quoting the new version of bot one-round question and knowledge center,「Knowledge Base Management」and「One-round Question Management」will be upgraded to「Knowledge Center」and new version of「One-round Question Management」simultaneously. The relevant historical setting data will be synchronized to the new version, and after upgrading, the menu functions of the old version will be blocked.
# ● Rules for the official enabling of Sobot channels
After the reception scheme, visitor, shortcut menu and FAQ functions are upgraded through Sobot channels (desktop sites, mobile sites and APP channels), they can officially take effect for visitors after obtaining and redeploying the new version of chat links, components and SDK version related functions through the Docking Channel Settings. If the channel deployment method is not updated, the old pattern and rules on the channel will continue to take effect.
# ● Rules for the official enabling of third-party channels
The reception scheme system of third-party channels (including WeChat official account, WeChat Mini Program, WeCom, microblog and WeChat agent) will take effect immediately after the upgrade is confirmed.
# Note
Enterprise admins confirm one by one with the upgrade precaution checklist:
| S/N | Item | Sub-item | Conditions to be met |
|---|---|---|---|
| 1 | Basic conditions for enabling | Has the new admin console of live chat agent products been enabled? | New admin console used |
| 2 | Bot and knowledge base management upgrade | Has the bot「One-round Question Management」been upgraded to the new version? | Upgraded the bot「One-round Question Management」to the new version |
| 3 | Has the live chat agent「Knowledge Base Management」been upgraded to the new version of「Knowledge Center」? | Upgraded to the new version of「Knowledge Center」 | Upgraded to the new version of the live chat agent「Knowledge Base Management」 |
| 4 | Impact on the old version of live chat agent products | After the upgrade, do the「Visitor」and「Agent Reception Mode」functions in the Docking Channel Settings not need to be edited or viewed? | After the upgrade, the「Visitor」and「Agent Reception Mode」in the docking channel settings will be blocked |
| 5 | The new version will be officially enabled | Whether the channel deployment mode needs to be updated for upgrading desktop sites, mobile sites, APP channels: reception scheme, visitor, shortcut menu, and FAQ? | The channel deployment mode needs to be updated for upgrading desktop sites, mobile sites and APP channels: Reception Scheme, Visitor, Shortcut Menu and FAQ. |
# Preparations
In order to ensure the smooth progress of the subsequent new version implementation, we hope that your enterprise can sort out your business as follows before upgrading:
# ● Sort out the usage of current channels of the enterprise
As the "sub-channels" will be defaulted to generate the new version of "Customer Group: Grouping Rules" during the initialization process of the new version of data, it is necessary to clarify the channels and quantities currently used by your enterprise before upgrading. Please complete the following table:
| S/N | Used Channel Name | Sub-channel Qty. |
|---|---|---|
| 1 | Desktop Site | ** |
| 2 | Mobile Site | ** |
| 3 | APP | ** |
| 4 | …… | ** |
Note: It is recommended that you delete the sub-channels that are no longer in use to avoid generating invalid "Customer Group: Grouping Rules" when initializing the new version of data.
# ● Sort out the customer types of live chat agent business services
The old version of the system rules binds channels, visitor patterns and reception schemes together. The new version of the Diversified Reception Scheme flexibly triggers different functions based on the "Customer Group: Grouping Rules". Therefore, it is crucial to clarify customer groups. We suggest that you sort out the customer types of the enterprise's live chat agent services in advance to prepare for the subsequent definition of "Customer Group: Grouping Rules".
# ● Clarify the test, trial use and full enabling cycle of the new version
Upgrading from the old version to the new version of Sobot channels (desktop sites, mobile sites and APP channels) requires three stages: new version experience test, trial use of partial channels and full enabling. Please clarify the upgrade cycle of the new version and synchronize it with the agent system docking personnel. We will provide corresponding cooperation and support depending on your time.
# Formal Upgrade Workflow
# Step 1: Apply for new version permissions
Before applying for the Diversified Reception Scheme, you can first learn about the relevant functions through the help article. You need to contact the docking personnel of the live chat agent system to submit an internal application review workflow. The information provided includes: the name of the existing super admin account, the type of online channel currently used, and the corresponding number of sub-channels.
# Step 2: Complete system upgrade confirmation
# 1. New version permissions have been enabled for the system confirmation
If your enterprise account has already enabled the new version of the Diversified Reception Scheme, the following functions will be added under the「Super Admin」role permissions:
| S/N | Affiliated Product | Function Path |
|---|---|---|
| 1 | Admin Center | Customer Group > Grouping Rule Management |
| 2 | Live Chat Agent | Setting > Reception Scheme Setting |
| 3 | Live Chat Agent | Setting > Visitor Setting |
| 4 | Live Chat Agent | Service Application > Shortcut Menu |
| 5 | Live Chat Agent | Service Application > FAQ |
| 6 | Knowledge Center | Knowledge Base Management > Knowledge Base Management/Knowledge Search |
| 7 | Chatbot | Knowledge Base > One-round Question Management > Smart Response |
| 8 | Chatbot | Knowledge Base > Operation Tool > Dislike Question Learning |
| 9 | Chatbot | Knowledge Base > Operation Tool > Question Learning > Guidance Rejected Questions |
| 10 | Chatbot | Knowledge Base > Operation Tool > Question Learning > Silent Question Learning |
Note: The following content focuses on the instructions for upgrading the Reception Scheme Setting, Visitor Setting, Shortcut Menu and FAQ functions of「Live Chat Agent」products.
# 2. System upgrade confirmation
For the Reception Scheme Setting, Visitor Setting, Shortcut Menu and FAQ functions of「Live Chat Agent」products, system upgrade confirmation is required. It is recommended that this operation be handled uniformly by the enterprise's「Super Admin」.
Click on the Reception Scheme Setting, Visitor Setting, Shortcut Menu or FAQ menu to enter the upgrade guidance page:
Note: The new function scheme for desktop sites, mobile sites and APP channels will officially take effect for your customers after completing the「Deployment Method」switching; other docked channels (WeChat Mini Program, WeChat official account, WeCom, WeChat agent and microblog) will take effect immediately. Please do not upgrade during the peak period of reception.
# 3. Explanation of data initialization rules
After confirming the system upgrade, the function configuration of the old version will be upgraded to the new version of function scheme. Please learn about the relevant data initialization logic for future test of the new version scheme.
| Serial No. | Old Function Configuration | New Function Scheme |
|---|---|---|
| 1 | 「Sub-channel」in Docking Channel Settings | After upgrading to the new version of the Admin Center「Customer Group - Grouping Rule Management」, the sub-channel name is the grouping rule name of customer groups. |
| 2 | 「Visitor」in Docking Channel Settings | After upgrading to the corresponding scheme in「Visitor Setting」, the sub-channel name is the visitor scheme name. |
| 3 | 「Agent Reception Mode」in Docking Channel Settings | After upgrading to the corresponding scheme in「Reception Scheme Setting」, the sub-channel name is the reception scheme name. Note: The system provides a unified basic reception scheme. If it does not match the existing customer grouping rules, the basic reception scheme will be used. |
| 4 | Shortcut Tab Function in「Visitor」in Docking Channel Settings | After upgrading to the corresponding scheme in「Shortcut Menu」, the sub-channel name is the shortcut menu scheme name. |
| 5 | Group Questions in「FAQ Management」in Bot Setting | Upgrade to the FAQ library group in「FAQ」function. Note: Grouping questions in the old version of FAQ management will not directly generate a new version of the「FAQ」scheme. Customers need to configure the new version of the scheme themselves. |
# 4. Admin Role Permission Configuration
The company's super admins can add relevant menu permissions to other admins through the Admin Center > Agent Management > Role Permission Management functions according to enterprise management needs.
# Step 3: Debug the New Version of the Scheme
After completing the system upgrade confirmation and admin permission allocation, enterprise admins can divide their work as follows:
# 1. Confirm the default reception scheme
If there is no existing customer grouping rule matched, the system will use the default reception scheme as the basic rule. Please confirm the default reception scheme rules first, and the default reception scheme is in the bottom row of the reception scheme list.
# 2. Sort out Customer Group: Grouping Rule Management
Based on the system generated data of Customer Group: Grouping Rules, adjust customer grouping rules.
Menu Path: Admin Console > Admin Center > Customer Group > Grouping Rule Management
Note: Since the third-party channels (including WeChat Mini Program, WeChat official account, WeCom, WeChat agent and microblog) have officially take effect for customers after the confirmation of system upgrade, it is recommended not to adjust the relevant customer grouping rules of the third-party channels during the peak period of reception to avoid the invalidation of the original reception scheme due to the adjustment of customer grouping rules. You can take the following actions:
| Serial No. | Operation | Description |
|---|---|---|
| 1 | Improve customer groups | The customer group generated by the system only meets the「Sub-channel」condition. You can add necessary customer group conditions, such as customer tags. |
| 2 | Combine customer groups | You can combine multiple customer groups into one customer group as a trigger condition for other functions. |
| 3 | Add customer groups | You can add customer grouping rules. |
| 4 | Disable customer groups | Note: Since the new functions are triggered based on customer grouping rules, disabling customer groups will result in the invalidation of the association scheme. It is recommended that you disable customer groups after disassociation of customer grouping rules and the new functions. |
| 5 | Delete customer groups | Note: Since the new functions are triggered based on customer grouping rules, deleting customer groups will result in the invalidation of the association scheme. It is recommended that you delete customer groups after disassociation of customer grouping rules and the new functions. |
For the introduction to specific functions of Customer Group: Grouping Rule Management, seeCustomer Group: Grouping Rule Management Guide
# 3. Confirm the correlation between customer group and visitor, reception scheme, shortcut menu and FAQ
Based on customer grouping rules, confirm the correlation between customer group and visitor, reception scheme, shortcut menu and FAQ.
For the introduction to specific functions of Reception Scheme Setting, see:Reception Scheme Setting Guide
For the introduction to specific functions of Visitor, seeVisitor Setting Guide
For the introduction to specific functions of Shortcut Menu, see:Service Application: Shortcut Menu Guide
For the introduction to specific functions of FAQ, see:Service Application: FAQ Guide
# 4. Test the full workflow through the「Test」function in the Reception Scheme
The reception scheme provides full workflow experience and preview function, which can test the full display effect of the reception scheme, visitor, FAQ, shortcut menu and other functions combined.
Menu Path: Admin Console > Live Chat Agent > Setting > Reception Scheme Setting
# Step 4: Officially switch and enable the new version of desktop sites, mobile sites and APP
After you obtain new deployment links, redeploy components, and upgrade the SDK to V4.0.0 or above through the「Deployment Method」function in the Docking Channel Settings, the new version of the visitor, reception scheme, shortcut menu and FAQ functions will officially take effect for your customers.
Note: You can flexibly arrange the time for updating the channel deployment scheme according to the company's upgrade plan. First, switch and try out some Sobot channels, and then switch to a full range of Sobot channels.
# Step 5: Obtain and analyze operation data
In the management list of different functions, the system provides operation data display, and you can optimize and adjust the scheme by viewing the operation data.
Note: The operation data only shows the cumulative times in the past 30 days, updated once an hour.
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