Enabling Guide to Diversified Reception Scheme

——Instructions for Quickly Enabling the Related Functions of the Diversified Reception Scheme

Please follow the steps below to test and enable the Diversified Reception Scheme with the assistance of the agent system delivery personnel.

Note: For enterprises that hope to upgrade their Diversified Reception Scheme by using the agent reception mode, visitor, shortcut tab and FAQ functions in the old version of the system, please apply for and enable it according to Upgrade Guide to Diversified Reception Scheme.

Step 1: Sort out the business and define customer grouping rules

Clarify the customer types of enterprises' live chat agent services, and define different customer identities through the Customer Group: Grouping Rule Management function. The defined customer group will serve as a trigger condition for Bot Smart Response, Visitor, Reception Scheme, FAQ and Shortcut Menu functions.

Menu Path: Admin Console > Admin Center > Customer Group > Grouping Rule Management

See: Customer Group: Grouping Rule Management Guide

Figure 1: Customer Group: Grouping Rule Management List

Step 2: Configure Visitor Setting

Clarify the patterns and functions that visitors from desktop sites, mobile sites and APP channels need to display to customers. Multiple visitor scheme patterns can be configured.

Menu Path: Admin Console > Live Chat Agent > Setting > Visitor Setting

See:Visitor Setting Guide

Figure 2: Preview New Visitor Pattern

Step 3: Configure Reception Scheme Setting

Configure the reception scheme, quote「Customer Group: Grouping Rule Management」as the trigger condition for the visitor scheme, and quote the「Visitor Setting」scheme as the display pattern for the reception scheme.

Menu Path: Admin Console > Live Chat Agent > Setting > Reception Scheme Setting

See:Reception Scheme Setting Guide

Figure 3: Reception Scheme Setting Edit Page

Step 4: Configure Shortcut Menu according to business needs

Clarify which customer groups need shortcut menu in what service links, and quote「Customer Group: Grouping Rule Management」and define the timing of shortcut menu display. Currently, the timing is divided into: when entering chat, when entering bot chat, and when entering agent chat.

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

See:Service Application: Shortcut Menu Guide

Figure 4: Shortcut Menu Scheme Edit Page

Step 5: Configure FAQ according to business needs

Clarify which customer groups require FAQ cards at the bot service stage, quote「Customer Group: Grouping Rule Management」and configure FAQ card patterns.

Menu Path: Admin Console > Live Chat Agent > Service Application > FAQ

See:Service Application: FAQ Guide

Figure 5: FAQ Scheme Edit Page

Step 6: Experience the full workflow through the「Test」function in the Reception Scheme Setting

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

Figure 6: Reception Scheme Test Preview Effect

Step 7: Complete channel deployment through the「Docking Channel Settings」function, which is officially valid for customers

See:Docking Channel Settings (opens new window)

Related article(s)

Overall Introduction to Diversified Reception Scheme