Overall Introduction to Chat Management

——Comprehensively learn about the chat management efficiency tools we provide for you based on the customer chat service workflow

Role of Chat Management

In the process of conducting chat services with customers, the live chat system provides a variety of tools to support customized services for customers.

● Before the chat, various customer assignment rules help your enterprise flexibly assign agent resources to ensure reception efficiency.

● During the chat, they help admins fully control the real-time customer services and effectively identify and resolve the service risks through all-round monitoring means.

● After the chat, effectively obtain customer feedback through satisfaction evaluation.

How to Use Chat Management

Throughout the chat service workflow, we at least offer the following functions: Customer Info Auto-Save, Customer Assignment Strategy, Submission, Sensitive Word Setting, Satisfaction, End of Chat and Message Webhook.

You can learn about the above functions and complete configurations in order through the Live Chat > Settings > Chat.

Step 1: Customer Info Auto-Save

After enabling the function, when customer initiates an inquiry, customer info will be automatically saved in「CRM」.

Note: After enabling, such function works only after partnerid params are set in the customer page link by desktop site, mobile site and APP channels.

Figure 1: Customer Info Auto-Save

Step 2: Customer Assignment Strategy

Support multiple Customer Assignment Settings, with assignment rules detailed in: Description of Customer Assignment Rules

Figure 2: Customer Assignment Strategy

Step 3: Submission

Customize submission content and submission rules. Note: This feature is only available when the mode is set to Real-Time Reception Mode.

Figure 3: Submission Content Setting

Step 4: Sensitive Word Setting

Customize sensitive words by agent or customer dimension, and conduct real-time monitoring and management through「Chat Monitoring」module.

Figure 4: Agent Sensitive Word Setting

Step 5: Satisfaction

Set satisfaction evaluation scheme by skill group and global dimension, and set rules of repeated evaluation invitation and evaluation result visible to agent.

Figure 5: Evaluation Rule Setting

Step 6: End of Chat

Set prompt for chat end or customer timeout offline by channel or overall dimension.

Figure 6: Chat End Setting

Step 7: Message Webhook

Supports pushing offline messages between customer service and users, as well as event messages from online customer service, to the address specified by the enterprise.

● Message Webhook

On the "Chat > Message Webhook > Message Webhook" page, turn on/off message push notifications. After enabling the corresponding message push, enter the enterprise message reception address in the corresponding input box.

Figure 7: Message Webhook Settings

● Message Push Notifications

On the "Chat > Message Webhook > Message Push Notifications" page, select the message types that need to be pushed and fill in the receiving address. After completing the information, click Confirm.

Figure 8: Message Push Settings