Asynchronous Reception Mode

——Without relying on the online status of customer service, customers can start a conversation at any time, without waiting in line or leaving a message.

What You Can Learn From This Article

We hope this article can help you understand the features and unique functions of the asynchronous reception mode, so as to help you determine whether the real-time reception mode or the asynchronous reception mode is more suitable for your company's business scenario. For the functions shared by the two reception modes (such as personalized reception solutions for different users), this article will not go into details. This article will specifically introduce the following content:

● How to switch to asynchronous reception mode

● Introduction to unique features of asynchronous reception mode

Business Model Selection

In the operation path of Live Chat > Model Settings, switch the enterprise reception mode.

Figure 1: Switch to Asynchronous Mode

Customer Service Allocation Settings

In asynchronous mode, due to the low requirement for instant response to conversations, you can choose to assign conversations to all agents or only to agents who are online. The function location is: Live Chat > Chat Settings > Customer Allocation Strategy > Agent Assignment Setting.

Figure 2: Allocation Object Selection

Unassigned Sessions

In asynchronous mode, if there are no agents available to meet the allocation conditions, the conversation will automatically enter the unassigned group. Unassigned conversations support both system auto-allocation and manual allocation by administrators.

Figure 3: Effect of unassigned sessions on the admin workstation and visitor

Automatic Allocation

When the customer service reception value is released or the customer service status changes to online (if the allocation target is set to allocate only to online customer service), the system will re-fetch sessions from the allocation pool for distribution. The priority configuration location is: Live Chat > Chat Settings > Customer Allocation Strategy > Agent Assignment Setting > Priority Allocation Rules.

Figure 4: Setting for the priority allocation rule of unassigned sessions

Manual Allocation

In the Agent workstation > Chat > Unassigned Group, the administrator opens the conversation that needs to be assigned, clicks the "Assign" button, and assigns it to a specific skill group or designated customer service representative. For invalid conversations, the administrator can directly close them without writing a service summary. Both assigning conversations and ending conversations support batch operations in the conversation list.

Note: Manual assignment by the administrator is the highest priority and will not be affected by the online status or reception limit of the customer service representatives, ensuring successful assignment.

Figure 5: Manual Assignment of Unassigned Sessions

Figure 6: Batch Assign and End Sessions

Set the session to snoozed state

In asynchronous mode, the customer service can manually set the conversations that cannot be handled instantly (such as those requiring cross-departmental information verification) to "Snoozed" status in the conversation function area of the customer service workstation, and set the time for lifting the suspension.

● In the snoozed state, the session does not trigger SLA time limit assessments, does not send timeout reply messages, and does not automatically end the session.
● When the suspension duration expires, or when a new message is sent by the customer service or the customer, the snoozed state will be automatically lifted, and the session will return to normal processing.
● Sessions in the snoozed state will be moved to the "Snoozed" group.
● Supports batch setting of the "Snoozed" status in the session list.

Figure 7: Set the session to snoozed status