Service Application: Shortcut Menu Guide

——By displaying a shortcut menu above the visitor input box, guide customers to get self-service and improve service efficiency.

Role of Shortcut Menu

● Provide diversified shortcut menus

Differentiate customer identities based on customer grouping rules, while distinguishing between bot and agent service links. Desktop sites, mobile sites and APP channels provide suspended bubbles above the visitor input box

● Customer self-service question inquiry and business processing

As an entry for customer question inquiry and business processing, it supports customers to get answers by themselves in the bot service link

● Improve customer evaluation ratio and service efficiency

Serve as a quick function entry for customers to make satisfaction evaluation, trans-to-agent, end the chat and perform other operations

Main Functions of Shortcut Menu

● Operation Path

Admin Console > Live Chat Agent > Service Application > Shortcut Menu

● Manage different shortcut menu schemes through the management list

You can view the triggered times of different schemes for shortcut menus and whether the management scheme is enabled

Figure 1: Shortcut Menu Management List

● Unified management of public shortcut menus through shortcut menu tabs

Support viewing the quotation, clicked times and update time of each shortcut menu

Figure 2: Shortcut Menu Library

● Create a new shortcut menu scheme

Figure 3: New Shortcut Menu Scheme

● Enter the shortcut menu edit page

The system provides unified short menu settings, automatically adapts to the display effect of desktop sites, mobile sites and APP channels. On the right side of the page, you can see the preview patterns of the corresponding shortcut menu combination on the visitor

Figure 4: Shortcut Menu Edit Page

● Define the customer groups and trigger conditions displayed by shortcut menu

Define the display timing of the shortcut menu by quoting the trigger conditions in「 Admin Center - Customer Group - Grouping Rule Management」

Figure 5: Shortcut Menu Trigger Conditions

● Add shortcut menu combinations under different schemes

By quoting the shortcut menu defined in the shortcut menu library, you can edit the display order of the shortcut menu

Figure 6: Select the Menu in the Shortcut Menu Library

● Create a new single shortcut menu

If the existing shortcut menus cannot meet the requirements, a single shortcut menu can be directly added through the shortcut menu scheme. It supports actions such as triggering of the knowledge base, ending of the chat, satisfaction evaluation, trans-to-agent, submission, hyperlinks and message sending

Figure 7: Create a New Shortcut Menu and Define Execution Actions

● Conduct a unified preview test of the final display effect through the「Reception Scheme Setting」function

Figure 8: Reception Scheme Test Function