Live Chat
# Overall Introduction to Channel Docking
——Better reach visitors through a variety of docking channels to conduct marketing activities and provide services
# Role of Channel Docking
How to connect with your customers? Channels are the first step. Here we provide you with different access channels, allowing you to better reach your customers to provide them with services or carry out marketing activities:
● Through different channels in WeChat ecosystem, including: WeCom, WeChat agent, WeChat mini programs and WeChat official account, you can better provide internal and external services for enterprises relying on the rich traffic of Wechat ecosystem.
● Through desktop site, mobile site, APP and other Sobot channels, you can offer visitors a richer online service than third-party channels and tie it to your website or APP to enhance the user experience.
● Through Weibo and Baidu Ad, you can obtain customers, collect information and conduct marketing around pre-sales scenarios, thus promoting the customer conversion goal.
# Main Functions of Channel Docking
When you finish the 「Agent Settings」 module, you can engage in channel docking by first selecting the channel planned to access as per actual business of the enterprise and then conducting docking through Settings > Live Chat > Settings > Docking Channel Settings. The available channels are shown in the table:
| Serial No. | Channel | Introduction |
|---|---|---|
| 1 | Desktop Site | The agent system can be accessed by deploying a web component or a link to the chat method to the desktop site. |
| 2 | Mobile Site | The agent system can be accessed by deploying a web component or a link to the chat method to the mobile site. |
| 3 | App (Android / iOS) | You can deploy the SDK to allow your customers to inquire agent online in your App. |
| 4 | WeCom | Customer can directly inquire live chat in the chat page on the WeCom workbench. |
| 5 | WeChat Official Account | Customer can directly inquire live chat in the chat page in the WeChat official account. |
| 6 | WeChat Mini Program | You can authorize access to the agent system through the WeChat mini programs, allowing customers to initiate inquiries directly in the mini programs. |
| 7 | Facebook Private Message | By docking to the "Send Message" entry in Facebook public homepage, you can receive and reply to messages through Agent Workbench. Note: This channel requires a separate application to open, please contact the agent system docking staff to assess whether you are eligible. |
| 8 | Instagram Private Message | By docking to the professional Instagram account homepage for message receiving and sending, you can receive and reply to messages through Agent Workbench. Note: This channel requires a separate application to open, please contact the agent system docking staff to assess whether you are eligible. |
| 9 | By docking to the WhatsApp business account for message receiving and sending, you can receive and reply to messages through Agent Workbench. Note: This channel requires a separate application to open, please contact the agent system docking staff to assess whether you are eligible. | |
| 10 | Line Official Account | By docking to the Line official account homepage for message receiving and sending, you can receive and reply to messages through Agent Workbench. Note: This channel requires a separate application to open, please contact the agent system docking staff to assess whether you are eligible. |
# Step 1: Add Channel
Under the operation path of Live Chat > Settings > Docking Channel Settings, conduct channel docking based on operation guidance via 【Add Channel】 button, select channels to be deployed to add (taking desktop site as an example), and associate sub-channels to organization structure to achieve data permission isolation and management of different departments.
# Step 2: Channel Setting (Taking Desktop Site as an example)
Finish channel docking by relevant modules in the settings page, including Deployment Method, Visitor Setting, Agent Reception Mode, Chat Notice Setting, and Site Details Setting.
# Step 3: Channel Test
Perform test for specified channels through channel setting, combined with bot and agent workbench configurations.
# Related Articles:
# Facebook Integration Guide
——Learn about the specific steps to access Facebook public homepage through this article
# Preparation
Sign up Facebook (opens new window), and create a public homepage
Sign up Sobot system
# Create a public homepage
Log in to Facebook (opens new window)
Create a public homepage according to the following guidance
# Add Facebook channels
Log in Sobot system
Add Facebook channels in agent system according to the following guidance
- Finish the authorization of Facebook public homepage according to the following guidance
# Channel verification
View the Facebook channel list and check whether the public homepage is successfully bound
Open the Live Chat Workbench in Sobot agent system
Search the public homepage bound in 【Step 3】 in Facebook homepage
Enter the public homepage and verify whether the 【Public Homepage】 and 【Live Chat Workbench】 can normally receive and send messages
See the following guidance for details
# Unbind Facebook Pages
Click "Unbind" button in the Facebook channel list of Sobot system.
Unbind Facebook Pages under the guidance of the figure below.
# Instagram Integration Guide
——Learn about the specific steps of Instagram channel integration through this article
# Preparation
Sign up and create Instagram (opens new window) professional account
Create Facebook (opens new window) public homepage and associate with Instagram professional account
Sign up Sobot system
# Create an Instagram professional account
Switch Instagram account to professional account
- Log in Instagram App, go to 【Settings】>【Privacy】>【Messages】, and enable Allow Using Messages function in [Bound Tools]
# Bind Facebook public homepage
Create Facebook public homepage (skip if you have created)
Bind the Instagram professional account created in step 2 to Facebook public homepage
# Authorize to bind Sobot agent system
Log in Sobot system
Add Instagram channels in agent system according to the following guidance
- Complete account authorization binding according to the following guidance (Note: the selected Instagram account needs to be bound to Facebook public homepage in advance)
# Note
According to Meta, after 24 hours from the last message sent by a visitor, agent cannot reply or initiate a chat with the customer.
Only Instagram professional accounts are supported and need to be accessed indirectly through a Facebook account, so you need to have a Facebook account and bind to this Instagram account in your Facebook homepage-Settings.
# Line Integration Guide
——Learn about the specific steps to access Line official account through this article
# Access Description
Support binding Line official account, and create through Line Official Account Management Platform (opens new window).
Line message pricing rules are detailed in the official messaging API pricing rules for details (opens new window).
# Access Preparation
Sign up a Line personal account or official account in advance, log in Line developer platform (opens new window) to create a developer account, and make sure the account can be normally used
Make sure that the official homepage to be bound has been created or the management permission of the corresponding homepage has been activated under the account
# Access Steps
# ● Sign up Line developer account
Sign up and log in Line developer platform (opens new window). The platform supports two login modes:
Log in with Line personal account (Only support signing up personal account through Line APP)
Log in with Line business account
# ● Create Line API channel
- Create Line Provider
- Create Messaging API channel Go to Line official account management platform (opens new window) and select an unbound account.
Follow the official steps to enable the Messaging API (opens new window). Select the Provider you just created.
# ● Configure channel response mode
Open the Line Official Account Management Platform (opens new window) , enter the account details page, and click Settings ->Response settings to configure the response mode of channel according to the figure below
# ● Acquire Line channel app information
After binding Provider on Line's official account management platform, you can see the official account that has been associated on the Provider of Line Developer Platform (opens new window).
Before accessing Line channel, you should acquire Channel ID, Channel Secret and Channel access token of Messaging API channel in advance.
# ● Add Line channel on the agent system backend
- Add Line channel
- Improve Messaging API channel information
- Acquire Webhook URL
# ● Line developer platform configuration channel Webhook
Open the Line Developer Platform (opens new window), select the app to be configured, and open the Messaging API setting page to configure the Webhook URL
# Access Verification
Once you have done the above operations, you can send and receive private messages from Line official account through Sobot agent system.
# Access Description
——Learn about the specific steps to access Discord Bot through this article
# Access Preparation
# ● Prepare Discord Server
Register a Discord account (opens new window)and log in, and then create a server
# ● Create Discord App
Log in to Discord developer backend (opens new window), and create an app
# Access Steps
# ● Add Bot
Click the created app on Discord developer backend (opens new window), and click Bot -> Add Bot to create Bot
# ● Configure Bot Permissions
Configure permissions according to the following figure and click【Save Changes】button
# ● Generate Bot OAuth2 Authorization
Click OAuth2 -> URL Generator to enter OAuth2 URL Generator page, check the corresponding permission according to the following figure, click Copy button behind GENERATED URL at bottom, then paste the URL to the browser and open it for the next step
# ● Authorize Bot to Server
Authorize Bot to the server according to the following figure
# ● Get Bot Token
Return to Discord developer backend (opens new window) and generate Bot Token
# Access Verification
# ● Add Discord Channel
Log in to the Sobot backend, open Live Chat -> Docking Channel Settings module, and click【Add Channel】
# ● Fill in Bot Token
Copy the Bot Token generated on Discord developer backend (opens new window) to the Sobot backend
# Discord Private Message Access Verification
# ● Send Bot Private Messages
Go to Discord Server -> Contact -> Bot, and click to send Bot private messages
# ● Reply to Discord Private Messages
Open Sobot livechat agent workbench to check and reply to Bot private messages
# Telegram Integration Guide
# Create Telegram Bot
Search【BotFather】on top left of Telegram client, click START button at bottom of the chat page and send /newbot command
Enter Bot name and username in sequence to create bot
# Access Steps
# ● Add Telegram Channel
Log in to the sobot backend, open Live Chat -> Docking Channel Settings module, and click【Add Channel】
# ● Fill in Bot Token
Copy Telegram Bot Token
Enter Bot Token to bind sub-channel
# Function Verification
# ● Send Bot Private Messages
Search Bot on top left of Telegram client
Click SEND MESSAGE button to enter the chat page and send messages
Send messages to Bot
# ● Reply to Discord Private Messages
Open Sobot livechat agent workbench to check and reply to Bot private messages
# Shopify Docking Guide
——The Shopify store can quickly implement customer identification and customer/order information query by installing the "Sobot Live Chat & AI Chatbot" app to embed the agent inquiry entry with one click.
# Advantages of accessing Shopify store to Sobot
By installing the "Sobot Live Chat & AI Chatbot" app, you can quickly gain the following advantages:
After opening the app, Shopify store templates are ready to use and the agent inquiry entry is quickly embedded, without the need for code or technical personnel involvement.
After the Shopify store enables customer accounts, visiting customers can be identified when inquiring agents.
The Sobot agent workbench provides a Shopify customer information and order information query component. Agents can quickly query during the chatting without the need for enterprise R&D docking.
# Shopify Store Access Guide
# ● 1. Binding Shopify store
Step 1: Add the channel. Click to add Shopify for installation in the Sobot - Live Chat - Setting - Docking Channel Setting. (You can also skip the first step and directly login to the Shopify store backend)
Step 2: Search the Shopify App. Use the search box at the top of the page to search for "Sobot Live Chat & AI Chatbot" or "Sobot", select the app, and enter the app introduction page.
Step 3: Install the app. On the "Sobot Live Chat & AI Chatbot" app introduction page, click the [Install] button.
# ● 2. Setting up Shopify
Step 1: Set up the channel. After completing the installation of Sobot in Shopify, you can see Shopify in your docking channel. Click on settings, and you can follow the guide to set up the visitor scheme and reception scheme.
Step 2: Set up the Visitor Scheme. Click on 2 "Go to Settings" to enter the visitor setting page. The visitor setting is the pattern that your customers see within the Shopify page.
Step 3: Set up the reception scheme. Click on 3 "Go to Settings" to enter the reception setting page. You need to set the channel in the "Meet the Triggering Conditions" to Shopify, so that customers from Shopify can be assigned to your reception scheme.
When referencing the visitor Scheme, refer to the scheme you just configured in the visitor setting.
Finally, complete the remaining reception settings.
Step 4: Enable the application. Click on 4 "Go to Settings". You can enable the Sobot [Chat Widget] component in "Shopify homepage - Online Store - Themes - Customize - App embeds".
Finally, you can see "Sobot Live Chat & AI Chatbot" in the installed apps in the store backend. The appearance of the Sobot chat button when visiting the store indicates successful installation.
# ● Use of Shopify App Components
1.When customers initiate inquiries from Shopify, agents can view customer information and order information in the sidebar of the workbench (only customers who have already logged into the Shopify page will have Shopify information)
2.Agent can also query detailed order information through the order component.
The specific data fields are shown in the figure below.
# Overall Introduction to Diversified Reception Scheme
——Provide personalized online services for different customers through 「Customer Group: Grouping Rule Management」,「Reception Scheme Setting」,「Visitor Setting」,「Shortcut Menu」,「FAQ」and「Smart Response」functions
# What is diversified reception
"Diversified reception" is an important means to effectively improve the reception efficiency of agents and customer satisfaction to provide personalized online reception methods for different customers. Specific scenarios include:
● Game companies will classify customers into VIP levels. For general registered customers, they prefer to rely on bot reception to solve customer problems, while they mainly improve VIP customers' service experience through agent services;
● Enterprises with online and offline services hope to provide customers with different FAQ cards for different product purchases and order stages of customers, guide them to click on card questions to handle business and solve problems, and reduce the pressure of agent reception;
● Enterprise service companies hope to recommend rich product information through FAQ cards and shortcut menus based on customer purchase history for pre-sales customer inquiries to guide customers to conduct agent purchase inquiries;
● Multi-brand enterprises hope to present different visitor patterns for customer inquiries under different brands, and strengthen their brand image in agent inquiries;
● Push different bot answers to different customer groups to improve bot answer efficiency and accuracy.
The above business scenarios can be summarized as follows: Enterprises hope to provide customers with "diversified reception" services. This service mode is implemented throughout the online service workflow, which not only includes backbone service links such as how bots and agents cooperate with each other, but also is the specific message content displayed at a certain node to visitors.
# Product Idea of Diversified Reception Scheme
What is the solution for the product as we hope to provide customers with diversified reception services? Firstly, what factors determine that customers are different? There are three aspects:
● Different customer personas: Enterprises will classify customers and label different types of customers to establish customer personas and distinguish different user groups;
● Different customer behaviors: During the online inquiries, customers provide different feedback on different functions presented by the visitors. For example, clicking on the Trans-to-Agent button is a customer behavior, so is clicking on the "Dislike" button;
● Different service links of customers: In the customer bot reception link, agent reception link and queuing link, the contents that enterprises hope customers to view and the services provided are also different.
In product planning, we use the above different situations of customers as trigger conditions, and a product scheme is jointly formed combined with execution actions to provide personalized online services for different customers while considering the following aspects:
● Provide a backbone function configuration scheme to guide enterprises to connect the overall service workflow;
● Provide service applications based on the backbone scheme configuration, and continuously enrich service applications in the future. Meanwhile, the schemes are independent;
● The scheme dynamically changes with the changes in trigger conditions during the service process;
● Provide operational feedback data for enterprises to assist enterprises in continuous optimization.
# Composition of Diversified Reception Scheme
The Diversified Reception Scheme is composed of the「Customer Group: Grouping Rule Management」,「Reception Scheme Setting」,「Visitor Setting」,「Shortcut Menu」,「FAQ」and「Smart Response」functions. Continuous extension is possible in the future. The positioning of functions and their relationship are as follows:
# ● Customer Group: Grouping Rule Management
As a trigger condition for the「Reception Scheme Setting」,「Shortcut Menu」,「FAQ」 and「Smart Response」schemes, it helps enterprises define and manage different customer identities based on customer channel sources, customer tags and valid time.
# ● Reception Scheme Setting
Define the core backbone workflow of online services for different customers, including functions such as bot reception, agent-AI service sequence and bot-agent transfer setting.
# ● Visitor Setting
The pages and functions presented after customers from desktop sites, mobile sites and APP channels make an inquiry are quoted by the「Reception Scheme Setting」to display different visitor patterns for different customer groups.
# ● Shortcut Menu
As a service application, it provides a quick function entry above the visitor input box. The reception scheme can be triggered, supplemented and enriched by independent customer grouping rules.
# ● FAQ
As a service application, it displays in a card pattern. The reception scheme can be triggered, supplemented and enriched by independent customer grouping rules.
# ● Smart Response
The bot outputs different answers based on the channel and time of the visitor question.
| Serial No. | Function | Menu Path | Instructions |
|---|---|---|---|
| 1 | Customer Group: Grouping Rule Management | Admin Console > Admin Center > Customer Group > Grouping Rule Management | Customer Group: Grouping Rule Management Guide |
| 2 | Reception Scheme Setting | Admin Console > Live Chat Agent > Setting > Reception Scheme Setting | Reception Scheme Setting Guide |
| 3 | Visitor Setting | Admin Console > Live Chat Agent > Setting > Visitor Setting | Visitor Setting Guide |
| 4 | Shortcut Menu | Admin Console > Live Chat Agent > Service Application > Shortcut Menu | Service Application: Shortcut Menu Guide |
| 5 | FAQ | Admin Console > Live Chat Agent > Service Application > FAQ | Service Application: FAQ Guide |
Note: Bot products need to be purchased for the FAQ function.
# Related article(s):
Enabling Guide to Diversified Reception Scheme
Upgrade Guide to Diversified Reception Scheme
# 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
# 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
# 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
# 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
# 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
# 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
# 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
# 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.
# Related article(s)
Overall Introduction to Diversified Reception Scheme
Enabling Guide to Diversified Reception Scheme
# Customer Group: Grouping Rule Management Guide
——Define and manage customer groups in groups based on different service businesses
# Role of Customer Group: Grouping Rule Management Guide
● Create reusable customer grouping rules based on customer channel sources, customer tags, valid time, personalized param passing and other conditions to distinguish customer identities and trigger different functions or schemes for different customer groups;
● At present, the Customer Group: Grouping Rule Management has become a trigger condition for Bot One-round Question, Visitor Setting, Reception Scheme Setting, FAQ and Shortcut Menu.
# Main Functions of Customer Group: Grouping Rule Management Guide
# ● Operation Path
Admin Console > Admin Center > Customer Group > Grouping Rule Management
# ● Customer Grouping Rule Management List
Manage the customer grouping rules for the entire company, view quoted times, and set whether the grouping rules are enabled
# ● Add customer grouping rules
Support creating different customer grouping rules based on channel sources, customer tags, valid time and API param passing
# ● View and manage quotation relationship of customer grouping rules
If the customer grouping rule is quoted by functions such as Smart Response, Visitor Setting, Reception Scheme Setting, FAQ and Shortcut Menu, deleting or disabling the customer group will cause the association functions to be unavailable. View and manage it through the "Quotation Details" tab. Click on the specific「Quoted Content」copy to jump to the function edit status and directly adjust the grouping rule quotation.
# Reception Scheme Setting Guide
——Define the backbone workflows of agent service bots, agent links and other links through the reception scheme
# Role of Reception Scheme
# ● Provide diversified reception mode
Differentiate customer identities and provide exclusive bot and agent reception service workflows based on customer grouping rules, including: trigger conditions, quoted visitor pattern, agent reception mode, bot/agent settings and chat end settings;
# ● Improve service inquiry efficiency
Quickly match backbone service workflows such as agent-bot collaboration relationships for different customer groups by defining reception schemes, and improve customer service efficiency;
# ● Reception scheme + service application
Provide an experience test entry to help enterprise admins debug the full feature display effect.
# Main Functions of Reception Scheme
# ● Operation Path
Admin Console > Live Chat Agent > Setting > Visitor Setting
# ● Manage existing reception schemes through the management list of Reception Scheme Setting
You can view the trigger conditions of the reception scheme, the quoted visitor pattern, the triggered times, and whether the reception scheme management is enabled
# ● Preview the reception scheme display effect in advance through the「Test」button
This「Test」function enables test and preview based on the entire workflow of bots and agents. It enables the test to be completed in conjunction with the「Visitor Setting」function and the service applications「FAQ」and「Shortcut Menu」to clarify the expected effect of functions in the agent reception workflow
# ● Enter the reception scheme edit page
The system provides a unified reception scheme setting item for all channels. On the right side of the page, you can preview visitor patterns for desktop sites, mobile sites and APP channels
# ● Configure the reception scheme parameters in sequence according to the left workflow guide
Complete the reception scheme configuration for four different stages: When visitor initiates an inquiry, when visitor is in a chat, when a chat ends, and more service applications
# ● Designate customer groups served by the reception scheme
By quoting the trigger conditions in「 Admin Center - Customer Group - Grouping Rule Management」, different reception schemes can be provided for customers from different source channels and tags through trigger condition configuration
# ● Associate the visitor pattern defined in the「Visitor Setting」
# ● Define agent reception mode
The agent reception mode supports four reception modes: bot reception preferred, agent reception preferred, agent reception only, bot reception only. After selecting the reception mode, specific rules for bot reception, trans-to-agent, customer assignment, and agent reception, etc. can be further set
# ● According to the requirements of the reception scheme, it supports redirecting to the「FAQ」and「Shortcut Menu」service applications to further improve the reception methods
# Visitor Setting Guide
——Reach customers through the visitor end and showcase the enterprise's brand image, and promote the customer inquiry experience
# Role of Visitor Setting
# ● Provide diversified visitor patterns
By associating with the「Reception Scheme Setting」function, the visitor can distinguish customer identities based on customer grouping rules and provide different visitor patterns
# ● Enhance brand information display
Set the gradient theme color according to enterprise style, and customize the display of enterprise logo, agent avatar, message text, link color, etc.
# ● Integrate various channel patterns
Support automatic adaptation of display effect and style for visitors of desktop sites, mobile sites and APP channels through the same set of configurations
# Main Functions of Visitor Setting
# ● Operation Path
Admin Console > Live Chat Agent > Setting > Visitor Setting
# ● View the visitor scheme through visitor setting management list
You can view the quotation and editing time of the reception scheme on the scheme side, and enable or disable the visitor scheme
# ● Enter the visitor setting edit page
Provide unified visitor setting items to automatically adapt to the display effect of desktop sites, mobile sites and APP channels. After saving, you can preview the visitor pattern on the right side of the page
Complete Inquiry Entry Setting, Chatbox Setting, Chat Message Setting, Sidebar Setting and Assistance Function Setting
# ● Support Custom Inquiry Entry
「Inquiry Entry Setting」supports custom desktop/mobile site and WhatsApp entry
# ● Support defining different navigation bar patterns for the visitor
The navigation bar pattern supports displaying custom enterprise logos or names
# ● Support enterprises to set desktop new message reminder patterns
Two message reminder patterns: display cumulatively or only display the last two message reminders
# Service Application: FAQ Guide
——Guide customers to get self-service through a variety of FAQ card patterns and display content.
Note: To use this function, you need to purchase a bot product at the same time.
# Role of FAQ
# ● Provide diversified FAQ cards
Differentiate customer identities based on customer grouping rules, and provide exclusive FAQ cards on desktop sites, mobile sites and APP channels in bot links to guide customer inquiries.
# ● Rich FAQ card patterns
Comprehensively improve the display pattern of FAQ cards, provide three FAQ card display modes: question list, multi-group questions, and multi-business questions. Enterprises can use FAQ cards to carry rich product information and customer inquiries to guide customers to get self-service.
# Main Functions of FAQ
# ● Operation Path
Admin Console > Live Chat Agent > Service Application > FAQ
# ● Manage different FAQ schemes through the management list
You can view the triggered times of different schemes for FAQ and whether the management scheme is enabled
# ● Manage questions in group through the FAQ library
Support quoting bot and knowledge center entries and viewing their usage
# ● Enter the FAQ edit page
The system provides unified FAQ 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 FAQ cards on the default visitor
# ● Define the customer groups and trigger conditions displayed by FAQ cards
By quoting the trigger conditions in「 Admin Center - Customer Group - Grouping Rule Management」, you can designate the display timing of FAQ cards and the reception bots that need to be matched
# ● Choose FAQ card patterns
Currently it supports three card modes: question list, multi-group questions, and multi-business questions
# ● Add questions displayed by FAQ cards with different patterns
Define the specific display content in the FAQ card by associating the knowledge base entries already quoted in the「FAQ Library」
# ● Conduct a unified preview test of the final display effect through the「Reception Scheme Setting」function
# 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
# ● Unified management of public shortcut menus through shortcut menu tabs
Support viewing the quotation, clicked times and update time of each shortcut menu
# ● Create a 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
# ● 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」
# ● 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
# ● 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
# ● Conduct a unified preview test of the final display effect through the「Reception Scheme Setting」function
# Description of visitor side multi-language
- Learn about the logic of visitor side language recognition and its application after recognition through this article
# Visitor side language recognition logic
# ● Visitor side language source explanation
| Source | Description | Support channel |
|---|---|---|
| Enterprise param passing | When the enterprise connects to the channel, it passes in a language tag | Desktop site, mobile site, APP |
| CRM customer language | Language tag saved in CRM | Desktop site, mobile site, APP, and overseas third-party channels |
| APP language | Recognized APP/system language through Android and iOS native channel access | APP |
| Browser language | Recognized browser language through PC and H5 channel access | Desktop site, mobile site |
| Reception scheme language | Set visitor side language in Live Chat - Setting - Reception Scheme Setting | Desktop site, mobile site, APP, and overseas third-party channels |
| Customer actively switch | After the customer initiates an inquiry, he/she can actively select the reception language | Desktop site, mobile site, APP, and overseas third-party channels |
# ● Explanation of matching reception language priority
When a customer initiates an inquiry, the system may recognize multiple language tags, and the matching priority for the reception language is:
- Customer actively switch > Enterprise proactive param passing > CRM language > APP/browser language > Reception scheme language
- When the visitor's language is recognized as blank or the visitor side does not support the recognized visitor language (the range of supported languages for the visitor side is detailed below), the visitor side language specified in the reception scheme is used as the reception language
Scenario 1: A customer initiates an inquiry through the desktop site channel, the enterprise passes in Chinese as the language, the browser language is English, and the reception scheme's language is English. The reception language is the Chinese passed by the enterprise.
Scenario 2: A customer initiates an inquiry through the desktop site channel, the enterprise does not pass in a language, the browser language is Chinese, and the reception scheme's language is English. The reception language is the Chinese recognized by the browser.
Scenario 3: A customer initiates an inquiry through a third-party channel, the reception scheme has the「Customer Actively Switch」language function enabled and the customer selects Korean, while the reception scheme's language is English. The reception language is the Korean selected by the customer.
Scenario 4: A customer initiates an inquiry through the desktop site, the enterprise does not pass in a language, the browser language is Hawaiian, and the reception scheme's language is English. Since the visitor side currently does not support Hawaiian, the reception language is the English in the reception scheme.
# Visitor side language application
# ● Visitor side and system reply display corresponding language text
- Fixed text on the chat pages of desktop sites, mobile sites, and APP channels, which can display the corresponding language text based on the reception language, such as the "Trans-to-agent button"
- Fixed system text reply, which can display the corresponding language text based on the reception language, such as "System message"
# ● Assign agent based on the reception language
In Live Chat - Setting - Chat Setting - Customer Assignment Setting, the customer language serves as a condition for the intelligent routing setting, allocating customers of different languages to designated agent or skill group.
# Visitor side supported language range
Note: "●" indicates supported, "-" indicates not supported
| Language type | Desktop site | Mobile site | Android SDK | iOS SDK |
|---|---|---|---|---|
| Arabic | ● | ● | ● | ● |
| Chinese (simplified) | ● | ● | ● | ● |
| Chinese (traditional) | ● | ● | ● | ● |
| Dutch | - | - | ● | ● |
| English | ● | ● | ● | ● |
| French | ● | ● | ● | ● |
| German | ● | ● | ● | ● |
| Indonesian | ● | ● | ● | ● |
| Italian | ● | ● | ● | ● |
| Japanese | ● | ● | ● | ● |
| Korean | ● | ● | ● | ● |
| Malay | ● | ● | ● | ● |
| Polish | - | - | ● | ● |
| Portuguese | ● | ● | ● | ● |
| Russian | ● | ● | ● | ● |
| Spanish | ● | ● | ● | ● |
| Thai | ● | ● | ● | ● |
| Vietnamese | ● | ● | ● | ● |
| Turkish | ● | ● | ● | ● |
# Overall Introduction to Live Chat Management
——To manage your agent team
# Role of Agent Settings
After you have created the agent account of the management workbench through the Management Center > Agent List, you need to set up and manage your live chat team. The agent management module supports the following scenarios:
● Divide different agent skill groups according to enterprise service business to better support your customers
● Define the reception status of the agent team and conduct status switch audit
● Control agent work time according to different skill group dimensions
# Main Functions of Agent Settings
The agent settings module focuses on the enterprise agents, and supports all-round refined management from agent business grouping, reception status, work time and other dimensions.
# ● Skill group management
Under the operation path of Live Chat > Settings > Agent Settings > Skill Group Management, support to customize skill groups and associate them with the organization at the same time to achieve data isolation and separate management of skill groups based on different departments.
# ● Agent reception status
Under the operation path of Live Chat > Settings > Agent Settings > Agent Reception Status, support to customize agent reception status and customize agent status switch audit function based on time range.
# ● Agent work time
Under the operation path of Live Chat > Settings > Agent Settings > Agent Work Time, support to configure agent work time according to the overall dimension or the skill group dimension and to configure special work time and holiday break time.
# 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 Saving, Customer Assignment Setting, Chatting, Sensitive Word Setting, Satisfaction Evaluation, Chat End and Message Receiving.
You can learn about the above functions and complete configurations in order through the Live Chat > Settings > Chat Setting.
# Step 1: Customer Info Auto Saving
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. 
# Step 2: Customer Assignment Setting
Support multiple Customer Assignment Settings, with assignment rules detailed in: Description of Customer Assignment Rules 
# Step 3: Chatting
Customize chat alarm rules and timeout prompt rules in Chatting. 
# Step 4: Sensitive Word Setting
Customize sensitive words by agent or customer dimension, and conduct real-time monitoring and management through「Chat Monitoring」module. 
# Step 5: Satisfaction Evaluation
Set satisfaction evaluation scheme by skill group and global dimension, and set rules of repeated evaluation invitation and evaluation result visible to agent. 
# Step 6: Chat End
Set prompt for chat end or customer timeout offline by channel or overall dimension. 
# Description of Customer Assignment Rules
——Make full use of system rules to assign appropriate agent for your customers and improve service quality and marketing conversion
# Role of Customer Assignment Rules
The applicable scenarios of Customer Assignment Rules are as follows:
● Assign agent efficiently for your customers when receiving inbound calls through the configuration of agent assignment setting.
● When agent response times out, it will automatically transfer through system rules to improve customer service quality and ensure customer satisfaction.
# How to Use Customer Assignment Rules
Agent Assignment Rules can be set through system functions in: Live Chat > Settings > Chat Setting > Customer Assignment Rules 
# Rule Description
# ● Description of rules supported by admin console:
| Serial No. | Rule | Description | Configuration Path |
|---|---|---|---|
| 1 | Assignment by Code Designated Agent/Skill Group | Sobot channel supports enterprises to designate reception skill groups or agents through parameter passing, and supports overflow rules. | Refer to: Development Document |
| 2 | Direct Customer Assignment: Direct Assignment by Agent Sending Offline Messages | Official account and SDK channels support directly assigning customer to agent when the customer inquires again within the set time after the agent has sent offline messages. | Chat Setting > Customer Assignment Setting > Agent Assignment Setting > Direct Customer Assignment |
| 3 | Direct Customer Assignment: Direct Assignment by Agent Closing Chat | H5 channel supports directly assigning customer to agent when the customer inquires again within the set time after the agent has closed the chat. | Chat Setting > Customer Assignment Setting > Agent Assignment Setting > Direct Customer Assignment |
| 4 | Intelligent Routing Assignment | Support assigning inquiry chats that meet the set conditions like customer channel, identity and IP to the designated agent or skill group. | Chat Setting > Customer Assignment Setting > Intelligent Routing Setting |
| 5 | Assignment by Agent Occupancy | After initiating an inquiry, a customer will be first assigned to the agent with the lowest occupancy. If multiple agents have the same occupancy, customer will be assigned to them randomly (Reception occupancy = Received customers / Reception limit). | Chat Setting > Customer Assignment Setting > Agent Assignment Setting > Agent Assignment Methods |
| 6 | Assignment by Agent Polling | Assign the inquiry customer to agent in order of creation time of livechat agent account after the customer initiates an inquiry. | Chat Setting > Customer Assignment Setting > Agent Assignment Setting > Agent Assignment Methods |
| 7 | Assignment by Skill Value | When a customer initiates an inquiry, he/she will be first assigned to the agent with the highest skill value, followed by agents with lower skill value. When the skill value is same, they will be assigned according to the occupancy or polling rule in「Agent Assignment Methods」. | Chat Setting > Customer Assignment Setting > Agent Assignment Setting > Skill Value Assignment |
| 8 | Designated Assignment of Frequent Customer | When a customer initiates an inquiry, he/she will be first assigned to the recent reception agent. If the agent is offline, occupied, or exceeds the maximum of reception, the customer will be assigned according to the occupancy or polling rule in「Agent Assignment Methods」. Note: After enabling「Designated Assignment of Frequent Customer」rule, this rule is still valid when「Skill Value Assignment」and「Intelligent Routing Assignment」 rules are enabled, and its priority is higher than the above two assignment rules. | Chat Setting > Customer Assignment Setting > Agent Assignment Setting > Designated Assignment of Frequent Customer |
| 9 | VIP Customer Queue Priority | When a customer initiates an inquiry, the system will manage customer queue priority based on customer's VIP tag. | Chat Setting > Customer Assignment Setting > Queue Setting > Queue Rule Setting > VIP Customer Queue Priority |
| 10 | Designated Customer Queue Priority | When a customer initiates an inquiry, enterprise developers can pass the priority field. The system will decide the customer as the designated customer, and the customer will be first received by agent. | Chat Setting > Customer Assignment Setting > Queue Setting > Queue Rule Setting > Designated Customer Queue Priority |
| 11 | Timeout Transfer | If the response time of the selected skill group exceeds the set time, the chat will be automatically transferred to the set agent or skill group. | Chat Setting > Customer Assignment Setting > Timeout Transfer |
| 12 | Queue Auto Interruption | After enabling, when customer queue time exceeds the set time, the system will automatically interrupt the queue (after disabling, queue in desktop site and mobile site channels will be automatically interrupted after customer has queued for 5 mins; SDK below v3.1.3 does not support senidng prompt and reply of queue auto interruption.) | Chat Setting > Customer Assignment Setting > Queue Setting > Queue Rule Setting > Queue Auto Interruption |
# ● Main Assignment Rule Relation and Priority Description:
Assignment by Code Designated Agent/Skill Group > Direct Customer Assignment > Intelligent Routing Assignment > Priority Assignment of Frequent Customer > Assignment by Agent Skill Value > Assignment by Agent Occupancy/Polling
# Related article(s):
Overall Introduction to Chat Management
# Overall Introduction to Online Submission Management
——Provide enterprises with integrated submission processing methods throughout the entire process of visitor submissions, submission management and agent replies
# What can submission management do
Visitor submission is of vital importance to comprehensively collect feedback in the process of communication between enterprises and visitors. You can use the online submission module for submission collection and processing in the following scenarios:
● Submission function can be introduced to ease the reception pressure and effectively collect visitor opinions when massive visitors are queuing up.
● Agents collect visitor information through submission in non-work time to respond to customer requests in work time.
● Time difference often exists between agent team and visitors in the overseas scenario, and the submission function is required foe the regular response to visitor questions.
# How to use submission management
Management Workbench: Online submission module consists of submission mode, submission pool, submission assignment, and submission rule configuration, covering the overall business workflow of visitors leaving submissions through different channels, agent directors performing unified management and assigning submission processing tasks, and front-line agents replying to and processing submissions.
# ● Visitors leave submissions
The system currently supports submission-offline message transfer mode and submission-ticket transfer mode, which can be configured by enterprises through Live Chat > Settings > Submission Setting > Submission Content Setting. The supported submission modes for different channels are as follows.
| Serial No. | Channel | Supported Submission Mode | Setting Dimension |
|---|---|---|---|
| 1 | Desktop Site | Submission-Offline Message Transfer/Submission-Ticket Transfer | Set by Channel/Set by Skill Group |
| 2 | Mobile Site | Submission-Offline Message Transfer/Submission-Ticket Transfer | Set by Channel/Set by Skill Group |
| 3 | APP - SDK | Submission-Offline Message Transfer/Submission-Ticket Transfer | Set by Channel/Set by Skill Group |
| 4 | WeChat Official Account | Submission-Ticket Transfer | Set by Channel/Set by Skill Group |
| 5 | WeChat Mini-Program | Submission-Ticket Transfer | Set by Channel/Set by Skill Group |
| 6 | WeCom | Submission-Ticket Transfer | Set by Channel/Set by Skill Group |
| 7 | WeChat Agent | Submission-Ticket Transfer | Set by Channel/Set by Skill Group |
| 8 | / | / | |
| 9 | Submission-Ticket Transfer | Set by Channel/Set by Skill Group | |
| 10 | Baidu Ad | Submission-Ticket Transfer | Set by Channel/Set by Skill Group |
# ● Agent directors manage the submission pool
Visitor submissions collected through submission-offline message transfer mode can be viewed and assigned in a unified way through the 「Submission Records」 function.
Management Workbench allows agent directors to make polling assignments based on skill group and agent dimensions through the 【Assign in Bulk】 button, and also supports the assignment mode of 「Frequent Customers First」.
# ● Front-line agents process submissions
Front-line agents assigned with submission records can check and reply to submissions through Live Chat Workbench > Submission Records, and the system supports viewing and filtering submissions by time, assignee and other dimensions.
# Note Before using the Online Submission Management module, you should first pay attention to the following matters:
● It is recommended that you first complete the 「Agent Workbench Settings」 and then set up the submission function
● Only SDK 3.0.3 and above versions can support the 「Set by Skill Group」 function
● Messages replied by agents through ticket system can only be replied through desktop site, mobile site, APP, WeChat official account, WeCom, and WeChat mini programs. Among these channels, WeChat official account: after sending the submission, customers will only be prompted with submission update when agents reply within 48 hours. WeChat mini program: After sending the submission, customers will not be prompted with submission update if agents reply more than 5 offline messages.
# Overall Introduction to Agent Workbench
——Conduct personalized customer support and team collaboration through agent workbench
# Role of Agent Workbench
Agent workbench is the main tool for front-line agent to communicate with visitors. We hope that the agent workbench can provide you with these capabilities:
● Effectively respond to customers' demands and provide personalized services for customers through agent workbench;
● Carry out team collaboration through agent workbench to better support customers;
● Provide chat assistance information based on customer information display to help agent to complete customer service with high quality.
# Main Functions of Agent Workbench
Agent workbench chat module is mainly composed of three parts. From left to right, they are: customer list area, chat area and assistance function area.
● Customer list area: display basic customer information by three dimensions, namely Visitor Chatting, Queuing and Visitor Info for front-line agent. You can view customers in chat and offline customers through「Chatting」, queuing customers through「Queuing」and staying customer information through「Visotor」;
● Chat area: for agent to send messages to customer and read customer reply;
● Assistance function area: support quick reply, smart reply, customer information display and function extension through docking page by customer.
In addition to chat module, you can also switch functions through left sidebar of agent workbench, with functions such as internal chat, submission record, chat history, statistics and settings.
● Internal chat: help agent with internal communication for question inquiry through internal chat;
● Submission record: help agent process the assigned submission ticket through submission record;
● Chat history: help agent view and filter chat history information and customer information for service summary through chat history;
● Statistics: help agent view core assessment indicators and learn about its own reception through statistics function;
● Settings: control chat tag, auto response, quick reply and prompt tone of agent workbench.
# How to use Agent Workbench
# Scenario 1: Visitor Queuing and Inbound
You can view the information of visitors queuing up for access or customers chatting through the「My Chat」list.
● View the basic information of visitors who have not accessed through the「Visitor」list.
● View the customers currently in queue in the「Queue」list, and view the details of the visitors in queue through the【All Sources】and【All Skill Groups】filter conditions.
● View the live chat and offline chat through「Chatting」, and support sorting by the latest message, new customer message and latest customer message.
# Scenario 2: Communication with Customers
Agent conducts communication with customers through「Chat Area」.
● In the chat and communication with customers, agent can send emoji, pictures and file messages, and recall messages.
● During the chat, agent can blacklist or star users.
● Learn more about the chat through the system messages in chatting.
# Scenario 3: View Assistance Info
Agent workbench supports helping agent provide customer services through docking page, quick reply, smart reply and customer information.
● Your enterprise can embed the self-developed business operation page into the right side of the Sobot agent workbench in the form of iframe to help agent better conduct customer communication.
● Agent can quickly respond to customer questions by customizing FAQ reply phrases and using the「Quick Reply」function. Enterprises can build a unified quick reply knowledge base for all staff to use.
● Retrieve the knowledge of the bot knowledge base and the internal knowledge base respectively for quick reply through「Smart Reply」.
● Click the # key or set【Trigger Association upon Entry】in the input box to quickly search the content of「Quick Reply」and「Smart Reply」to improve the efficiency of knowledge acquisition.
# Scenario 4: Customer Info Maintenance and Service Summary
In the process of agent communication, timely accumulate customer information and complete service summary through the right sidebar.
● Edit and save relevant customer information through the customer information page.
● Conduct the summary of this chat through the service summary page to record the solution status and business situation of this chat.
# Scenario 5: Daily Work Sorting and Review
Agent can quickly filter and locate the chat information to be completed to further conduct service summary or customer information completion through the「Chat History」module.
● Quickly locate the chat information to be reviewed through the「Filter Chat」function, and learn about the basic situation of the chat through the chat tag, service summary status and processing status fields displayed in the list.
● Click the【Details】button to review the basic information of the chat, update the customer information and complete the service summary.
# Scenario 6: Personal Assessment Indicator Summary
Agent can view personal core indicators by the time dimension and skill group dimension through the「Statistics」module to facilitate summary and improve follow-up work.
● The「Statistics」module supports the filtering of indicators by time and skill group.
● Indicator types presented in the「Statistics」module include workload, work quality, satisfaction evaluation and work status. 
# Translation Assistant Guide
——Learn how to configure and use agent translation assistant in this article
# Introduction to Functions of Agent Translation Assistant
In order to facilitate the reception of customers in different languages by the agent, we have added a translation assistant function to the agent workbench to assist the agent in communication. It mainly includes two functions:
Translate the text message sent by the customer into the set language
Translate the text content sent by the agent into the set language
Note: this function is a value-added function. You can contact your customer manager to purchase a translation resource package.
# Enable the agent translation assistant function
Find and enable the【Agent Translation Assistant】function in Livechat Agent -> Agent Workbench Settings in the admin backend
# Function Description of Agent Translation Assistant
# ● Set the target language for customer message translation
After the admin enables the translation assistant function, the system will set the translation target language of the translation assistant to the corresponding language of the agent workbench.
# ● Agent Message Translation
Agent can set the translation target language for messages sent by the agent according to the customer's language. The function details are as follows
Translate: translate the content in the message input box to the target language
Replace to input box: replace the translated content to the input box, and then send it after the agent finishes editing
Send: send the translated content directly to the customer
# Supported Languages
Supported Languages (opens new window)
# Overall Introduction to Online Monitoring
——Help you control agent work globally at any time
# Role of Online Monitoring
Online Monitoring is composed of two modules: "Monitoring Overview" and "Chat Monitoring", helping admins learn about agent reception pressure and chat alarm.
# Main Functions of Online Monitoring
# ● Monitoring Overview
Display detailed indicators of chat links and agent reception effect, and help admins understand the reception pressure in real time to coordinate agent resources and adjust reception setting. 
# ● Chat Monitoring
Display alarm and reason in chat links, help admins better judge whether to intervene in chat and grasp chat alarm on the day. 
# Monitoring Overview Guide
——Learn about the reception pressure and positioning problems of the day, and adjust the reception resources and settings.
# How to Use Monitoring Overview
# ● Today Monitor
The monitoring overview indicators are displayed in accordance with the chat workflow, showing the chat flow and agent reception effect in detail at each link. It helps admin understand the reception pressure and coordinate agent resources in real time.
Admin can display important indicators according to business needs, and filter the monitoring range by skill group or department according to their permissions.
# ● Today Data Trend
Chat data and satisfaction evaluation are updated every half an hour to help admins understand the data trend of reception pressure and customer service.
# ● Today Reception Overview
Today Monitor shows the overall data of the company. When the admin finds that a certain indicator is lower than expected, he/she can locate the problem through Today Reception Overview. Today Reception Overview can compare the detailed data of multiple skill groups or departments, and drill down to the agent list of skill groups or departments through「Details」.
The agent list shows the detailed data of each agent, and it can be viewed by switching through the skill group or department list on the left. Admin can quickly find agent by sorting by indicators, filtering by status or searching.
When the reception pressure is high and customers queue up, the admin can quickly modify the reception limit of agent through「Modify Limit」to improve the reception ability of agent. If an agent forgets to exit the workbench after the shift change, the admin can also force the agent to exit the workbench through「Offline」.
# ● Agent Status Approval
When the Agent Status Switch Approval is enabled, the agent status can be switched only after the admin approves the application. 
# Chat Monitoring Guide
——Find out and timely intervene in the alarm chat, and master the alarm reason of the day
# How to Use Chat Monitoring
Chat Monitoring provides detailed alarm statistics, supporting the display of Agent, Customer Sensitive Word Alarm, 1st Response Timeout, Response Timeout, Chat Timeout Alarm, Customer Star Alarm type and reason.
# ● Current Alarm Chat
Admin can view the real-time alarm chat and alarm reason under the permission to better judge whether to intervene in the chat. 
# ● Today Alarm Chat
After the alarm chat ends, admin can view today's alarm chats through the "Today Alarm Chat" to help the admin master the details of the alarm chat of that day. 
# ● Current Live Chat
Admin can view all the ongoing chats through the "Current Live Chat", monitor the status of agent replies, conduct agent training, and assist agent replies through internal chats. 
# Overall Introduction to Data Statistics
——Real-time data acquisition, providing statistics required for agent assessment and optimization
# Main Functions of Data Statistics Module
Online statistics consists of "Chat Statistics", "Customer Statistics", "Agent Statistics", "Satisfaction Evaluation Statistics" and other modules. Real-time data acquisition helps admins understand the reception of the chat, the number and distribution of inquiring customers, agent workload and service quality, and customer satisfaction evaluation.
# ● Chat Statistics
Admin can view the reception of customer inquiry chats by skill group, department, channel and other dimensions, including number of chat queues, queuing duration, queuing connection %, valid chat, response time, whether the question is resolved, number of messages and Q&A %.
# ● Customer Statistics
Admin can view the situation of customers by skill group, department, channel and other dimensions, including data of customers initiating quiry, valid customer, new customer, frequent customer, bot received customer, agent received customer and customer region distribution.
# ● Agent Statistics
Admin can view agent workload, work logs, etc. by skill group and department dimensions, and assess agent reception and effect, Including customer info, valid and invalid chat, 1st response chat, 24h FCR, avg. chat duration, message data, 1st response %, 30s/60s response %, feedback %, invitation %, pos. feedback %, score, agent login and status duration, and timeshare reception customer.
# ● Satisfaction Evaluation Statistics
Admin can view service evaluation of customers by skill group and analyze reason for neg. feedback, Including valid chat, feedback %, agent invitation, avg. score, resolved feedback and unresolved feedback.
# Related article(s):
Satisfaction Evaluation Statistics Guide
Overall Introduction to Online Monitoring
# Chat Statistics Guide
——Learn about the usage methods and indicators of Chat Statistics through this article
# Role of Chat Statistics
We would like you to know about the scenarios and roles of Chat Statistics first:
● Chat Statistics is used by the admin to analyze the reception of all chats
● Support data permission isolation by skill group
● Understand the details of channel chat reception based on different channels
● Data range includes agent chat data and agent message data, excluding bot chat data
# How to Use Chat Statistics
You can find Chat Statistics in the new version of the livechat console menu:
# ● Data Filter Rules and Conditions
Support data permission isolation by skill group, department and inquiry channel.
Support filtering by time, with the minimum unit of seconds.
Support agent filtering by department and skill group.
Support filtering by channel and sub-channel.
Support filtering by bot and agent.
Support displaying reports by Total, Daily Report, Weekly Report and Monthly Report time dimensions.
# ● Indicator Range & Description
Chat Statistics includes two reports: Chat Data and Chat Message Data.
The indicator types included in the Chat Data are Queuing Chat Data and Inquiry Agent Chat Data.
| Type | Indicator Details |
|---|---|
| Queuing Chat Data | Queuing Chats, Unqueued Chats, Unqueued Connection %, Queuing Connection Chats, Queuing Connection %, Queue Leaving Chats, Queue Leaving %, Avg. Queuing Connection Time, and Avg. Queue Leaving Time. |
| Inquiry Agent Chat Data | Total Chats, Independent Reception Chats, Independent Reception %, Valid Chats, Invalid Chats, Valid Chat %, Unreceived Chats, Unreceived Chat %, Avg. Reception Time, Avg. 1st Response Time, and Avg. Response Time. |
- The chat message data range is the message data between agent and customer during the agent chat.
| Type | Indicator Details |
|---|---|
| Agent Chat Message Data | Total Chat Messages, Customer Messages, Agent Messages, Agent Offline Messages, Avg. Messages Per Chat, Q&A %, Avg. Customer Messages Per Chat, Avg. Agent Messages Per Chat, Agent Chars, and Avg. Agent Message Chars Per Chat. |
- Indicator definitions and formulas are displayed in the report and can be viewed in the following location.
# ● Other Functions
Indicator custom display: support controlling which indicators are displayed and the display order by Settings button in the report.
Report export function: support exporting by custom display fields.
Open API:
Chat Data API: support acquiring agent chat overview statistical results by calling this API. Agent Chat Statistics (opens new window)
Chat Message Data API: support acquiring chat message statistical results by calling this API. Chat Message Statistics (opens new window)
# FAQ
● Q: Why is there no bot chat data?
A: The bot chat data is viewed in the new bot admin console. Because the bot has not underdone data permission isolation, it is not reflected in the agent data report.
# Agent Statistics Guide
——Learn about the usage methods and indicators of Agent Statistics through this article
# Role of Agent Statistics
We would like you to know about the usage scenarios and roles of the Agent Statistics first:
● Help management assess the workload, work quality and reception of agents
● Support performing data permission isolation by skill group or department and viewing agent reception data and work status data
● Conduct Timeshare Reception Statistics based on different time periods
# How to use Agent Statistics
You can find Agent Statistics from the livechat console menu:
# ● Data Filter Rules and Conditions
Support data permission isolation by department or skill group.
When querying by department, support filtering by time and agent.
When querying by skill group, support filtering by time, organization structure and agent.
When filtering by time, support filtering by Total, Daily Report, Weekly Report and Monthly Report. The minimum time unit is day.
# ● Indicator Range & Description
Agent Statistics includes three reports: Agent Workload, Work Logs and Agent Timeshare Reception.
Agent workload data includes such indicator types as Agent Work Data, Chat Data, Message Data, Response Data, Satisfaction Data and Lead Data.
| Type | Indicator Details |
|---|---|
| Agent Work Data | Agent Nickname, Agent Email and Agent Skill Group. |
| Chat Data | Total Chats, Independent Reception Chats, Valid Chats, Valid Info-Collecting Chats, Invalid Chats, Valid Reception Chats, Invalid Reception Chats, 1st Reception-1st Response Chats, Transfer Time, Transferred 1st-Response Chats, Valid Inquiry Chats, Valid Reception Chat %, Transfer-in Chats, Transfer-out Chats, Unreceived Chats, Unreceived Chat %, Last Reception, 24h FCR, 24h FCR %, Proactive Chats, Agent Inquiry Duration, Avg. Agent Inquiry Duration, Avg. Total Chat Duration, Resolved Chats, Unresolved Chats, Chats not Tagged as Resolved or Unresolved, Takeaway Chats, Non Takeaway Chats, and Agent Connection %. |
| Message Data | Total Chat Messages, Agent Messages, Customer Messages, Agent Chars and Q&A %. |
| Response Data | Avg. 1st Response Time, 1st Response %, Transferred 1st Response %, Avg. Response Time, Max Response Time, 30s Response %, and 60s Response %. |
| Satisfaction Data | No. of Feedback, Feedback %, Proactive Customer Feedback, Proactive Customer Feedback %, Invitations, Invitation %, Agent-Invited Feedback, Agent-Invited Feedback %, Avg. Score, Pos. Feedback % (5 Stars), Neu. Feedback % (5 Stars), Neg. Feedback % (5 Stars), 5-Star Chats, 4-Star Chats, 3-Star Chats, 2-Star Chats, 1-Star Chats, 5-Star Chat %, 4-Star Chat %, 3-Star Chat %, 2-Star Chat %, 1-Star Chat %, Chats with Pos. Feedback (5 Stars), Chats with Neu. Feedback (5 Stars), Chats with Neg. Feedback (5 Stars), Chats with Pos. Feedback (10 Points), Chats with Neu. Feedback (10 Points), Chats with Neg. Feedback (10 Points), Pos. Feedback % (10 Points), Neu. Feedback % (10 Points), Neg. Feedback % (10 Points), 10-Point Chats, 9-Point Chats, 8-Point Chats, 7-Point Chats, 6-Point Chats, 5-Point Chats, 4-Point Chats, 3-Point Chats, 2-Point Chats, 1-Point Chats, 10-Point Chat %, 9-Point Chat %, 8-Point Chat %, 7-Point Chat %, 6-Point Chat %, 5-Point Chat %, 4-Point Chat %, 3-Point Chat %, 2-Point Chat %, and 1-Point Chat %. |
| Lead Data | Remarks |
The scope of work log is related data of agent status; only filtering by department is supported.
Agent Timeshare Reception supports filtering by department or skill group to show the number of customers received by agent in different time periods.
Indicator definitions and formulas are displayed in the report and can be viewed in the following location.
# ● Indicator Count Method
When the chat is transferred or taken away, the following indicators will be counted according to the reception of each customer in the chat.
Indicators involved include: Total Chats, Independent Reception Chats, Valid Chats, Valid Info-Collecting Chats, Invalid Chats, Valid Reception Chats, Invalid Reception Chats, Valid Inquiry Chats, Valid Reception Chat %, Unreceived Chats, Unreceived Chat %, Proactive Chats, Avg. Total Chat Duration, and Agent Connection %.
Transfer scenario cases:
Agent A transfers to agent B: Customer spoke during reception by A, but agent A didn't speak; customer didn't speak during reception by B, but agent B spoke.
Agent A: Total Chats = 1, Valid Inquiry Chats = 1, Valid Reception Chats = 0, Unreceived Chats = 1;
Agent B: Total Chats = 1, Valid Inquiry Chats = 0, Valid Reception Chats = 0, Unreceived Chats = 0, Invalid Reception Chats = 1.
# ● Other Functions
Indicator custom display: Workload Statistics and Work Log Report. You can control which indicators are displayed and the display order by Settings button in the report.
Report export function: Support export by custom display fields.
Open API:
Agent Statistics Data API: support acquiring agent statistics data by calling this API. Agent Statistics (opens new window)
Agent Login Duration Statistics Data API: support acquiring agent login duration data by calling this API. Agent Login Duration Statistics (opens new window)
# FAQ
● Q: What is the difference between the indicator calculation method of Agent Statistics and the old version of Agent Statistics?
A: The concept of sub-chat is introduced into the Agent Statistics. The counting method is sub-chat counting, and the influencing scenarios are the transfer and takeaway scenarios. The counting method of the old version of Agent Statistics is the whole chat counting, and each agent indicator in the transfer or takeaway scenario is the same. Compared with the old version of Agent Statistics, the counting method can better reflect the actual workload of each agent.
# Satisfaction Evaluation Statistics Guide
——Learn about the usage methods and indicators of Satisfaction Statistics through this article
# Role of Satisfaction Evaluation Statistics
We would like you to know about the usage scenarios and roles of Satisfaction Evaluation Statistics first:
● Satisfaction Evaluation Statistics is used by management and report analysts
● The management uses the report to assess the service of the company, departments and skill groups
● Report analysts focus on the Satisfaction Evaluation Details, and inspect Neg. Feedback chats to assess the service quality of agents
● You can learn about the Satisfaction Evaluation Details based on different channel types and inquiry channels
# How to Use Satisfaction Evaluation Statistics
You can find Satisfaction Evaluation Statistics from the livechat admin console menu:
# ● Data Filter Rules and Conditions
Support data permission isolation by departments, skill groups or inquiry channels.
When querying by department, support filtering by agents and inquiry channels at department level and below.
When querying by skill group, support filtering by skill groups, agents and inquiry channels at department level and below.
When querying by inquiry channel, support filtering by inquiry channels at department level and below.
Support filtering by time, with the minimum unit of seconds.
Support filtering by channel type.
# ● Indicator Range & Description
The indicator range only includes agent satisfaction evaluation, excluding bot satisfaction evaluation.
Satisfaction Evaluation Statistics includes three modules: Indicator Overview Module, Chart Display Module, and Satisfaction Evaluation Details.
Indicator Overview Module includes the following indicator types: Evaluation Overview Data, Star Rating Data and Scoring Data.
| Type | Indicator Details |
|---|---|
| Evaluation Overview Data | Valid Agent Chats, No. of Feedback, Feedback %, Valid Reception Chat Feedback %, Proactive Customer Feedback, Proactive Customer Feedback %, Agent Invitations, Agent Invitation %, Agent-Invited Feedback, Agent-Invited Feedback %, Unresolved Feedback, Unresolved Feedback %, Resolved Feedback, Resolved Feedback %, and Total Resolved Feedback. |
| Rating Data | Avg. Score (5 Stars), Chats with Pos. Feedback, Pos. Feedback %, Chats with Neu. Feedback, Neu. Feedback %, Chats with Neg. Feedback, Neg. Feedback %, 5-Star Chats, 4-Star Chats, 3-Star Chats, 2-Star Chats, 1-Star Chats, 5-Star Chat %, 4-Star Chat %, 3-Star Chat %, 2-Star Chat %, and 1-Star Chat %. |
| Scoring Data | Avg. Score (10 Points), Chats with Pos. Feedback, Pos. Feedback %, Chats with Neu. Feedback, Neu. Feedback %, Chats with Neg. Feedback, Neg. Feedback %, 10-Point Chats, 9-Point Chats, 8-Point Chats, 7-Point Chats, 6-Point Chats, 5-Point Chats, 4-Point Chats, 3-Point Chats, 2-Point Chats, 1-Point Chats, 0-Point Chats, 10-Point Chat %, 9-Point Chat %, 8-Point Chat %, 7-Point Chat %, 6-Point Chat %, 5-Point Chat %, 4-Point Chat %, 3-Point Chat %, 2-Point Chat %, 1-Point Chat %, and 0-Point Chat %. |
- Chart Display Module includes the following chart types: Trend Chart and Comparison Chart; comparison cycles are: yesterday, WoW, and MoM.
Indicators include: Valid Agent Chats, No. of Feedback, Avg. Score (5 Stars), Avg. Score (10 Points), Pos. Feedback (Star), Neu. Feedback (Star), Neg. Feedback (Star), Pos. Feedback (Point), Neu. Feedback (Point), and Neg. Feedback (Point).
- Satisfaction Evaluation Details is display in chat dimension and supports viewing chat details.
Indicators include: Evaluation Time, Evaluation Type, Evaluation Mode, Resolved or Not, 5-Star Score, 10-Point Score, and Evaluation Tag.
- Indicator definitions and formulas are displayed in the report and can be viewed in the following location.
# ● Other Functions
Indicator custom display: You can control which indicators are displayed and the display order by Settings button in the report through Indicator Overview.
Report export function: Indicator Overview and Satisfaction Evaluation Details support export.
Open API:
Agent Satisfaction Statistics API: support acquiring agent satisfaction evaluation statistical results by calling this API. Agent Satisfaction Statistics (opens new window)
# WhatsApp Full Workflow Guide
——Learn about the things you need to do when using WhatsApp Business Platform for the first time through this article.
# Agent System
# ● Create WhatsApp Sender
Create WhatsApp Sender requires going through the Sobot system , which requires the use of a number that has not registered for a personal version of WhatsApp. This step is equivalent to registration of the Business Platform version of WhatsApp, which requires authorization by logging into a Facebook account (with a BM Account). During the process, a BM Account and WhatsApp Business Account will be created. Create WhatsApp Sender Entry: Sobot System > Broadcast > Sender Management > Create Sender
# ● Business Homepage Details
Business Homepage Details is the commercial account information seen by the WhatsApp on the user side. You can select the corresponding WhatsApp account number from the Sobot Agent System > Broadcast > Sender Management , and enter by clicking on the settings in the menu bar on the right.
# ● Message Template Creation
Send messages to users who have no chat with businesses in 24 hours only via WhatsApp messages template (opens new window). Message templates are divided into three categories: Marketing, Utility, and Authentication. After the template is created, it will be reviewed by Meta. Create Entry: Sobot System > Broadcast > Template Management > Create (upper right corner). After clicking, you will be redirected to the Business Manager Platform (you need to log in to a Facebook account with BM), and click Create again to complete the process
# ● WhatsApp Campaign
The content of the mass messaging template for WhatsApp users can be created through WhatsApp Campaign (opens new window). After the task is created, the sending status can be viewed in the【Sending Records】module
# ● Message Link Usage
You can create "chat links" and "QR codes" through WhatsApp message links. Enterprises can use "links or QR codes" for websites, offline promotions, etc. After customers click on the link or scan the code, they will be guided to the WhatsApp chat page. Create Entry: Sobot System > Broadcast > Sender Management > Setting >Message Links.
# ● API Docking
If there are docking requirements, refer to the following documents WhatsApp API Developer Documentation (opens new window)
# Business Manager Platform
# ● Facebook's Two-factor Authentication
Facebook's two-factor authentication can improve account security. Setting entry is in Meta Business Manager Platform (opens new window)> Business Settings > Security Center
# ● Domain Verification
Domain verification is the verification of a company's website. The entry is Business Manager Platform > Brand Security and Applicability > Domain Name > Create a new domain.
# ● Business Verification
Business Verification (opens new window) is carried out through documents such as Business License, bank bills, or utility bills, mainly by verifying the legal name, address, or phone no. of the Company to verify its authenticity and compliance. The Business Verification audit is very strict, and it is necessary to maintain the consistency and authenticity of the information filled in when submitting materials. It is recommended to complete two-factor authentication of domain name and Facebook before Business Verification, which can increase the approval probability of Business Verification. It usually takes about 2 weeks to pass the Business Verification, and during the verification process, functions such as agent system and message template creation and campaign can be used.
# ● Requesting an Official Business Account
Requesting an Official Business Account (opens new window) refers to Meta's official commercial account authentication. After authentication, the official commercial account displays name but not mobile no., and there will be an exclusive blue check tag following the name. Necessary conditions for Requesting an Official Business Account: two-factor authentication has been set up, Business Verification has been passed, and popularity has been obtained. If requesting an Official Business Account is rejected, it needs to be resubmitted after 30 days.
# ● Message Limit Rise
Message limit (opens new window) refers to the limit of chats that businesses can initiate within 24 consecutive hours. The time limit for businesses to initiate a chat is within 24 hours of sending the first message to customers. If the message limit has been reached, you can initiate more chats after one or more existing chats end. The message limit is divided into 5 levels: 250 (no company verification) > 1,000 (company verification) > 10,000 > 100, 000 > unlimited. There are both upgrade and downgrade mechanisms for message limit.
# Others
WhatsApp Business Open Platform Execution Policy (opens new window)
WhatsApp Business Phone Number Quality Score Introduction (opens new window)
# Create WhatsApp Sender Guide
——Learn about the specific steps to Create WhatsApp Business API Sender through this article
# Preparation
- Prepare a Meta account (opens new window), which is also called a BM account or Business Asset Groups. For detailed instructions, please refer to the Meta BM Account Creation and Verification Guide (opens new window)
- Sign up Sobot system (opens new window) account and activate the WhatsApp function
- Prepare a number that has not registered a WhatsApp account. The number needs to be able to receive SMS or voice verification codes
# Required Information
| Serial No. | Required Information | Description |
|---|---|---|
| 1 | Meta account name and ID | Meta account name in Business info and Business Manager ID |
| 2 | WhatsApp Business Account name | WhatsApp Business Account is referred to as WABA account. This name is not visible to WhatsApp users. You can fill in your department or business name. |
| 3 | Time zone | The time zone you choose will be used for billing and analytics data for your WhatsApp Business account in this WhatsApp Manager dashboard. |
| 4 | WhatsApp display name | The name displayed in the WhatsApp APP chat box and business information. The display name should be consistent with the business name and follow the WhatsApp Business business display name guidelines. Learn more about the Display name guidelines (opens new window) |
| 5 | Business category | Automotive, Beauty Spa & Salon, Apparel & Clothing, Education, Entertainment, Event Planning & Services, Finance & Banking, Food & Supermarkets, Public Services, Hotels & Lodging, Medical & Health, Non-Profit Organizations, Professional Services, Retail Shopping, Travel & Transportation, Restaurants, and Others |
| 6 | Business description | Briefly introduce your business |
| 7 | Phone number (area code) + number that can be used for signup | 1. After the number is successfully registered with the WhatsApp Business API version, users can use this number to chat with you on the WhatsApp App 2. The phone number must be in the e164 international format, such as 8613388886666. The WhatsApp platform does not allow the use of short codes 3. If the number has been registered with a WhatsApp APP or WhatsApp Business APP account, you need to delete the WhatsApp account before you can use it for registration; please note that after deleting the WhatsApp account, it cannot be restored, and all your personal information, chat history, created channels, etc. will be deleted |
# WhatsApp Sender
# ● Log into Sobot system (opens new window)
# ● WhatsApp Create Sender
# ● Log in Facebook
During the preparation step, Log in the Facebook account that will be used for the Meta Business Manager account.
# ● Authorized Access
# ● Create Meta Business Manager account and WhatsApp Business account
If you already have a Meta account under your Facebook account, you can directly select the existing Meta account instead of creating a new one. Different WhatsApp Business accounts can achieve permission separation and basic risk isolation in WhatsApp Manager.
# ● Create WhatsApp Business Profile
In the step of adding a WhatsApp phone number, you need to fill in the verification code
# ● View the review result
After completing the above operation, your account will be approved and the review status can be viewed in the WhatsApp Manager
- If the approval failed, you need to log in to WhatsApp Manager (opens new window), and make changes and submissions based on the reasons for the failure.
# Channel verification
- If you have activated the Live Agent product in your customer service system, you can verify the message sending and receiving function in the following ways:
- Open Agent Workbench in the Sobot customer service system Search for the WhatsApp Business API number you registered on the WhatsApp APP
- Enter the WhatsApp APP chat box to send a message, and then check whether the message sending and receiving is successful in the Agent Workbench
# Others
# Meta BM Account Creation and Verification Guide
——Learn about the specific steps to carry out create the Meta BM Account and carry out the Business Verification (opens new window) on the BM Account through this article
# Meta BM Account
# ● Main Functions of Meta BM Account
Meta Business Manager Account (BM Account for short) is used to log in Meta BM Account Management Platform (opens new window). You can manage all marketing and advertising activities on your Facebook and Instagram here. This platform is built for enterprises of all sizes and allows you to create ads, manage multiple business assets such as Facebook public homepage and Instagram accounts, and share these assets with team members and external partners.
# ● How to Create Meta BM Account
Log in Facebook (opens new window). Sign up first if you don't have a Facebook account
Create Meta BM Account
- Check the verification email and click the 【Verify Now】 button
- Meta BM Account creation completed
# Business Verification
# ● Role of Business Verification
| Name | Not verified | Verified |
|---|---|---|
| Account security | After the BM Account is blocked, it is very unlikely to have it recovered | The BM Account is more secure and not easy to be blocked |
| Number of WhatsApp Business accounts | Create 2 WhatsApp Business accounts only | Create 20 WhatsApp Business accounts max. |
| Active reach limit | Active reach limit of a single number within 24h is 250 contacts | Active reach limit of a single number within 24h is 1,000 contacts by default. After certain conditions are met, the active reach limit can rise as follows: 1000->10,000->100,000->unlimited |
# ● Preparation for Business Verification
- Material preparation
Information to fill in:
Legal business name, address, business phone, official website, country/region, ZIP/postal code, email, and taxpayer identification number
File to upload:
- Verify the legal name of the organization (choose any type): Certificate/Articles of Incorporation, Business Bank Statements, Business Registration or License Documents , and Business Tax Documents
If the documents for verifying the legal name of the organization do not contain the phone no. or address of the organization, the address or phone no. also needs to be verified
- Verify the address or business number. (choose any type): Business Registration or License Document,Business Bank Statements, Certificate/Articles of Incorporation Business Tax Documents , and Utility Bills(such as water rate, gas expense, electric charge and telephone bill)
The documents used to verify the address and phone no. must contain the entered legal name and phone no. or address of the organization
Business Verification Tips:
● The company name and address need to be the same as the information in the uploaded file (such as Business License)
● The website domain name needs to correspond to the name on the Business License, and the website content needs to be related to the business
● It is recommended to place information on the company website that is consistent with the company name, address, phone no., and email information provided
● Bank statements and utility bills need to contain the company name, address/phone no.
- Requirements for Start Verification Button Status
Ensure that the【Security Center】>【Start Verification】button is blue and clickable.
If【Start Verification】is grayed out and cannot be clicked, you can Create Sender (opens new window) in 【WhatsApp】>【Sender Management】 through the Sobot system. Once a WABA account is successfully created, the button will change to blue and be in clickable state.
- Domain Verification
Before conducting Business Verification, it is recommended to perform domain verification first to increase the probability of approval. Enter the【Brand Safety and Suitability - Domains】page, select【Create a new domain】,and Verify your domain.
# ● Business Verification Steps
- Enter Meta Business Manager Platform >【Business Settings】>【Security Center】>【Start Verification】
If the verification button is grayed out and cannot be clicked, you can check if it has been connected to WhatsApp through the Sobot system. After connecting, the button will turn to blue and be in clickable state.
- Click on【Start】> select【Country】> fill in company details (company name, address, postal code, number, and website)
- Select contact information
- Upload files to verify the Legal business name, phone no., or address
- Verify email and fill in verification code
- Approve
After submitting for verification, the review period ranges from 10 minutes to 14 working days.
# ● Summary of FAQs with Business Verification
- Submitted file type error
The uploaded file types and formats include: JPG, PNG, PDF
- The submitted file content is incomplete
1) The Business License is a compliant business license with a signature or official seal
2) The uploaded file needs to include the complete company name and address
3) The company name in the uploaded file is inconsistent with the name on the Meta business management platform
- The submitted file is invalid
1) The file has expired: it needs to be submitted within the validity period
2) The file cannot be viewed: a file that can be viewed needs to be submitted
- The website did not pass verification
1) Your company's website is required
2) The content on the website shall include the full name, address, phone no. and email of the Company
# WhatsApp Business Account Message Limit
# Business account message limit description
Message limit determines the number limit of chats initiated by businesses via each phone number in 24 consecutive hours. Such limit is not applicable to chats initiated by users. When the first message is sent to the customer, the business-initiated chat starts and will end in 24 hours.
Message limit includes 5 levels:
In 24 consecutive hours, start 250 business-initiated chats with independent customers (unverified trial level).
In 24 consecutive hours, start 1,000 business-initiated chats with independent customers.
In 24 consecutive hours, start 10,000 business-initiated chats with independent customers.
In 24 consecutive hours, start 100,000 business-initiated chats with independent customers.
In 24 consecutive hours, unlimited number of business-initiated chats.
According to your phone number status, phone number quality score, and the frequency of initiating chats with independent customers, the system will increase or reduce your message limit level.
At beginning, in 24 consecutive hours, all businesses only can use phone numbers to initiate 1,000 chats with independent customers. If it's over limit, you can initiate more chats immediately after one or more ongoing chats end. For example:
# View current message limit level of the account
If you want to view current message limit, please go to WhatsApp Management Tool (opens new window) > Overview Panel > Effect Analysis tab:
# How to increase message limit level
When you start a new chat with independent customer, the system will judge whether to increase your limit level or not. The judgement is based on the following criteria:
Your phone number (opens new window)status is associated
Your phone number quality score (opens new window) is medium or high
In the past 7 days, you have cumulatively initiated chats equal to at least half of the current message limit to independent customers
If you meet all the above conditions, the system will raise your message limit by one level after 24 hours.
For example 1, message limit will be raised by one level in 2 days: Note: If the 500th chat is initiated at 3 p.m. (for example), the system will increase the message limit level at 3 p.m. the next day (after 24 hours).
For example 2, message limit will be raised by one level in 4 days: Note: If the 500th chat is initiated at 7 p.m. (for example), the system will increase the message limit level at 7 p.m. the next day (after 24 hours).
# Message limit level downgrade mechanism
When you start a new chat with independent customer, the system will check your phone number quality (opens new window) score. If the quality score is always low in the past 7 days, the system will downgrade your message limit by one level.
# About quality score
Your quality score is based on the situation of the recipient receiving messages in the past 7 days and is weighted according to time. It is determined by the combination of multiple quality signals in chats between the company and users. The example includes various user feedback signals, such as blocking, reporting or reasons provided by users when reporting businesses.
The phone number tab in WhatsApp management tool lists the phone number status, quality score and message limit of the WhatsApp Business business account. For details, please view WhatsApp Business business account message quality score introduction (opens new window).
# ● How to keep a high quality score
Ensure that messages comply with WhatsApp Business Policy (opens new window) and Commerce Policy (opens new window)
Send messages only to users who choose to receive businesses' messages
Make highly individualized settings for messages to make it useful for users and avoid sending open greetings or introduction messages.
Note the message sending frequency; avoid sending too many messages to customers every day. Please consider carefully before sending information messages, and make full use of message content and length
# WhatsApp Business Open Platform Execution Policy
# How It Works
After a violation, WhatsApp Business business account will receive a warning with information about the policy violated. WhatsApp Business business account that repeatedly violates high-risk policy categories such as adult content, tobacco and alcohol sales, drugs, gambling, and the unsafe supplement of the Commerce Policy will be restricted in sending messages, and the restrictions will last for increasingly longer periods of time. For example:
Temporarily disabled for 1 or 3 days, during which time the company cannot send proactive messages or add other phone numbers to the account
Temporarily disabled for 5 or 7 days, during which time the company cannot initiate messages, reply to customers' messages or add other phone numbers to the account
If the company fails to rectify the situation after multiple warnings and feature limitations, it will be permanently banned from using the WhatsApp Business open platform
In certain circumstances, WhatsApp will immediately ban relevant WhatsApp Business business accounts from using the WhatsApp Business open platform if there is evidence of policy violation that causes serious harm to users, such as child exploitation, terrorism or the sale of illegal drugs.
Businesses may appeal within 90 days of receiving a notice of violation.
# ● View the Violations
If a business account violates the policy, you can view the violations in the "Account Content Quality" of the Business Management Platform for more details. To view the violations, please follow these steps:
Log in the business management platform (opens new window) (If you have already switched to Meta Business Suite, follow the steps listed here (opens new window) to switch to the business management platform).
Click More > Account Content Quality > Meta Business Account.
- In the WhatsApp Account (opens new window), click on the WhatsApp Business business account displaying "Account Problem" in the status bar.
- For individual issues, please click on See Details to see the policy violated and how to circumvent such violations in the future.
The violation update includes the following information:
A summary of the policy violated and a link to the policy.
Examples of allowed or prohibited content in this policy.
Whether the account is being restricted and the consequences of a second violation.
How to avoid policy violations in the future, and links to useful resources.
How to appeal.
Notice of violation will also:
- appear in the Business Management Platform Notification Center and as a banner in the WhatsApp Management Tool.
- sent by email to all admins set up in the Business Management Platform.
- sent to subscribers in the form of Webhooks Notifications (opens new window).
# ● Policy Enforcement Measures
Depending on the number and severity of the issues, accounts may be restricted or disabled. You can view specific restrictions and information about subsequent steps in "Account Content Quality" and request a review of specific policy issues.
Restricted or disabled accounts may also appeal against the issues. If the Open Platform withdraws the issue after the appeal, the account will be restored to its previous status.
# How to Appeal
If the company believes it has effectively followed WhatsApp policies, it can appeal the violation and request a review of the content. After the company appeals against the violation, the WhatsApp team will review the appealed violation and make a determination as to whether the violation needs to be reconsidered. After the review, WhatsApp may revoke the violation decision. The steps to request a review of a decision are as follows:
In the Account Content Quality page, click on the relevant WhatsApp Business business account.
Select from the violation list and click Request Review.
A new chatbox will open in the Business Management Platform. Enter the specific supporting information and click Submit.
After submission, the application and issues will be moved to the In Review tab.
The decision to appeal and review will be sent through the Business Management Platform and usually takes 24 to 48 hours. The appeal results are generally divided into two types: either the original decision is upheld or the violation decision is revoked.
# Preventive Measures
Read WhatsApp Commerce Polic (opens new window)、 WhatsApp Business Policy (opens new window) and How to Comply with WhatsApp Business Policy and Commerce Policy (opens new window), and view the FAQs of relevant policies.
Subscribe to account_update Webhooks to receive real-time notifications when a business account violates the policy and learn about the type and duration of messaging restrictions (if any).
Quickly adjust your actions on the open platform to avoid being subject to another warning and/or policy enforcement measures.
# Related Links
# WhatsApp Business Phone Number Quality Score Introduction
# What is quality score
Quality score is based on the latest messages received by your customers in the last 7 days. The score is determined according to your customer feedback, such as the times of your phone number being blocked and reported recently.
You can view quality score in the phone number tab in Meta WhatsApp management tool. Quality score column displays the following quality status:
Green: high quality
Yellow: medium quality
Red: low quality
If the quality score is low or your phone number status changes, the system will send you an e-mail and a notification on the business management platform as a warning. Your status (opens new window) will change to tagged or limited.
Tagged: when quality score is low, the system will display such status. At the tagged stage, businesses cannot upgrade message limit level. If message quality is improved to "high" or "medium" status on the 7th day after your status changes to tagged, your status will recover to connected. If quality score is not improved, your status will still recover to connected, but the system will give you a low message limit level (opens new window).
Limited: when your number of messages reaches the limit, it displays such status. At the limited stage, you cannot send any message until the 24h time window reset. You still can reply to any message sent by customers.
# How to increase quality score
Steps of increasing quality score:
Check if you or any employee of your company added templates in the last 7 days, which may help find out the problematic template.
Ensure that your notification complies with the official policy (opens new window).
Evaluate if your recent template theme ever required users to select for use. For example, if you just require users to select for use to obtain purchase receipt but API is used for account update, customers may give negative response, because they did not choose to receive such specific message.
Check notification according to the official best practice guideline (opens new window).
# Requesting an Official Business Account
——To learn about the specific operation of Requesting an Official Business Account by reading this article
# What is Official Business Account
An official business account means that the WhatsApp account has been verified to be owned by a real and notable brand. If a WhatsApp account is an official business account, a blue check mark will appear next to the display name in the contact view.
# Authentication preconditions
WhatsApp official business account (OBA) standards are formulated according to many factors and different from policies of other platforms. In addition to following the WhatsApp business (opens new window) policy and Business (opens new window) policy, enterprises shall also meet the following conditions:
Notable: Represents a well-known business, often searched brand or entity
Verified: Has gone through Business Verification
2FA: Has set up two-step verification
# Request Steps
# ● Request preparation
- Confirm that the display name (opens new window) is approved
- Two-step verification process enabled
# ● Submit request
- click to submit request (opens new window)
- Follow the instructions to fill in the authentication information.
Note: if your application is rejected, you can resubmit your application 30 days later.
# WhatsApp Account Delete
——Learn how to delete an account on WhatsApp App, WhatsApp Business App, and WhatsApp Business API in this article
# Deleting WhatsApp App / WhatsApp Business App account
Tips: WhatsApp accounts cannot be restored after being deleted. Your account information, profile picture, chat history, created channels, WhatsApp contacts, etc. will be deleted after deletion.
Open WhatsApp Messenger or WhatsApp Business APP on Android or iPhone phone
Click Settings > Account > Delete my account
After entering [Delete my account] interface, delete the current account or bind another phone number
After deleting or rebinding phone number, registration or binding can be conducted only after 3 minutes
# Delete WhatsApp Business API Number
Tips: WhatsApp Business API numbers cannot be restored after being deleted
# ● Preconditions
You need to have the permission of WhatsApp Business account to delete the number in WhatsApp Manager
After deleting the number from WhatsApp Manager, if you need to delete the number in the agent system, please contact your Business/Service Manager
WhatsApp Business API Account can be deleted only if no paid message has been sent within the past 30 days
# ● Operation steps
Log in to WhatsApp Manager (opens new window)
Click to select the left-side [phone number] menu
In the phone number list, find out the WhatsApp phone number to be deleted, click "Delete" button and follow the instructions to complete deletion
If paid message has been sent via the WhatsApp number within the past 30 days, deletion can be done only after it's over 30 days since the last paid message was sent
# WhatsApp Message Template
——Learn how to create a WhatsApp message template through this article
# Message Template Introduction
WhatsApp message template supports businesses to use pre-created and pre-approved templates to send structured messages to users who choose to receive notification. Messages include appointment reminder, delivery information, problem solution or payment update.
# Message Template Creation
- Log in to Sobot system (opens new window) > Broadcast >Template Management> Create，Now it only supports creating message template on Meta Business Manager Platform. Sobot system can synchronize approved message templates.
- After clicking Create, the system will jump to the Meta Business Manager Platform, and click Create Template in the upper right corner again.
- Select category, name and language,after filling it out, click Continue.
Category: Select the template category you want to create. You can put the arrow of mouse on the template category to view the details of each template.
Name: Enter template name, only with lowercase letters, numerals and underline.
Language: Select language contained in message templates. You can delete or add more languages in the next step.
- Edit the content of the template. Taking the marketing template as an example, its style consists of title, body, footer, and button.
Header:Add a header or choose the type of material to use for the header. It can be text, picture, video, document, location.
Body: Add message content here. You can edit text formats, add emojis, or include variables. This allows developers to add unique information, such as a specific name, location, or waybill number, when inputting the template to the WhatsApp Business open platform.
Footer: Add a short line of text at the bottom of the message,The text color ends up being gray.
Button: Add a Call to Action or Quick Reply button so that customers can quickly respond to your message or take action. The call to action and quick reply buttons can be in the same message template. A maximum of 10 buttons can be added to the same message template (up to 2 for vsiting websites, 1 for calling phone number, and 1 for Marketing opt-out).
Call to Action-Visit website：If you select visiting a website, you can select a static (fixed) URL or a dynamic URL. For the latter, a custom link for customers is created by adding variables at the end of the link, so that customers can view their specific information on your website.
Call to Action-Call phone number：Fill in your phone number so that customers can call you directly through this button.
Quick Reply-Custom：You can customize the text. After the customer clicks on the text, the corresponding text will be sent to you.
Quick Reply-Marketing opt-out:The button text is fixed to stop promoting, and will be displayed in the footer text position after setting.
- When finished, click Submit.
The submitted template will be approval. You can view the status of the template under Message Template. After the message is approved, you can send the message to users through the Sobot system
# Send message templates
After message templates are approved, WhatsApp Campain (opens new window) can be conducted at the Sobot system
# Reference File
Create message templates for you r WhatsApp Business account (opens new window)
# WhatsApp Campaign
# Create Campaign
Log in to Sobot system
Open Broadcast > Campaign
When creating Campaign, you can preview the message content on the right side of the page. In order to avoid deviation between the message received by users and the preview content, it is recommended to send the message to the specified user and view it before the mass messaging.
- Campaign field description
| Field name | Field description |
|---|---|
| Task name | The name of this Campaign is invisible to users |
| WhatsApp number | The subject account that sends the message to the user can see the selected WhatsApp number when the user receives the message |
| Customer scope | Numbers of users receiving this mass message should be imported according to the template |
| Message template | Message templates created and approved in advance, for details, see WhatsApp Message Template (opens new window) |
| Template language | The language in which the user received the template message |
| Message content | Page image: image at the top of message content Text variable: variable field in template message, query CRM module user field and quote it |
| Sending time | Start Now: start sending immediately after creating a task Scheduled start: start sending messages in the selected time zone and time Note: Due to the limit of message sending rate, the time when users receive messages will vary |
# View Campaign details
After successfully creating Campaign, you can view Task Statistics, Task Details, and Sending Records in the details on the right.
# Reuse Campaign
By using the reuse function, all attribute data of the task can be copied and a new task can be generated.
# Get Users' Permission of Receiving WhatsApp Messages
# WhatsApp Message Receiving Permission
According to the official regulations of WhatsApp, when a business sends a message to a user (a message sent beyond a 24-hour window after the user sends a message to the business), it needs to obtain the user's subscription permission in advance. That is, when businesses actively send messages to users through WhatsApp, they need to inform users in advance and get their consent. WhatsApp platform wants users to selectively receive the messages they are interested in.
# WhatsApp Requirements
When obtaining users' subscription permission of receiving WhatsApp messages, businesses must comply with the following requirements:
Businesses must clearly state that users have chosen to receive their messages through WhatsApp
Businesses must specify the account name used to send messages to users
Businesses must comply with relevant laws
# How to obtain users' permission of receiving messages
As long as businesses meet the WhatsApp requirements above when obtaining users' permission of receiving messages. The following provides some methods to obtain users' permission of receiving messages:
SMS
Website
WhatsApp chat
Phone call (Using the Interactive Voice Response (IVR) process)
In person or in writing (customers can choose to receive messages by signing physical documents)
# Related prompt
Know what messages that users want to receive. Expected establishment method:
Get the message types that users choose to receive, including different message categories that you can send (such as order updates, related services, product recommendations, etc.).
Get the messages selected by each user according to the specific message category. This will reduce the risk of users blocking your business due to receiving harassing messages.
Provide clear instructions on how users can choose not to receive messages of specific categories and respect these requests.
Ensure that users can clearly and intuitively understand the process of selecting to receive messages and rejecting to receive messages.
Clearly convey the value of receiving such messages on WhatsApp.
Monitor the quality score, especially when introducing a new method to obtain the user's permission of receiving messages.
# Guarantee message quality
WhatsApp attaches great importance to promoting high-quality chats between users and businesses. If a business sends a message to a user without the user's permission, the user can block or report the business, and WhatsApp will also implement data limit (opens new window) on businesses with low quality score over a certain period. WhatsApp will evaluate the process (including user feedback) launched by businesses for "obtaining user's subscription permission" accordingly to mark the content that violates the policy, and develop other types of implementation measures in the future.
# Reference File
# WhatsApp Number Migration Guide
- Learn how to migrate a WhatsApp number already registered with another BSP to the Sobot platform through this article
# Migration instructions
To migrate a WhatsApp number that was previously registered with another BSP to Sobot, first turn off the number's two-step verification, then create a new WhatsApp Business BM account in the Sobot agent system and select the number to be migrated. After receiving the verification code, re-enable the number's two-step verification.
To ensure a smooth migration, please confirm the following in advance
- The WhatsApp service for Sobot has been activated
- Meta Business verification has been completed (opens new window),display name approved
- The mobile phone number corresponding to the WhatsApp to be migrated can receive the SMS verification code
| Migratable content | Non-migratable content |
|---|---|
| Number display name | Low quality, rejected, and under review message templates |
| Number quality | |
| Number message rate limit | |
| Official account verification status | |
| High-quality and medium-quality message templates |
Note:
The message template may fail to migrate during the migration process. If the migration fails, you can recreate the message template.
After the migration, WhatsApp will re-review the official account certification. If it is rejected, you need to re-submit the official account certification application
# Migration steps
1. Turn off the number's two-step verification
Turn off two-step verification for the number to be migrated through the WhatsApp Manager platform (opens new window); the admin's email will receive a confirmation email during the process
2. Create a new WhatsApp Business account through the Sobot agent system
Click "Create Number" in Broadcast - Number Management
Log in to your Facebook account on the pop-up page, select the business asset combination account (BM account) consistent with the number to be migrated, click Next to create a new WhatsApp Business account, and fill in the corresponding information
3. Number migration
After completing the above steps, enter the WhatsApp number to be migrated here and fill in the verification code
4. Re-enable two-step verification
Return to the WhatsApp Manager platform (opens new window) and enable two-step verification for the number
# Channel verification
- Open the agent workbench in the Sobot agent system
- Search for your migrated number on the WhatsApp APP and send a message to it. Confirm the success of message sending and receiving on the Sobot agent workbench
# Line Guide
- Learn how to use Line official accounts through this article
# Dock the Line official account to the Sobot system
Line chat software is a popular instant messaging application widely used in Asia, especially in regions like Japan, Taiwan, Thailand, and Indonesia. Before using the Line official account features in the Sobot agent system, you need to first register a Line official account, a Line developer account, and dock the Line official account into the Sobot agent system. Refer to the Line Docking Guide for specific operational steps (opens new window)
# Campaign creation
- Log in to the Sobot agent system
- Open Broadcast > Campaign > Line
- When creating a campaign, you can preview the message content on the right side of the page. In order to avoid deviation between the message received by users and the preview content, it is recommended to send the message to the designated user and view it before the mass messaging
- Campaign field description
| Field name | Field description |
|---|---|
| Mass messaging content | Supports five types of message body: Text, image, video, audio, and template messages. Single mass messaging supports 5 messages. Relevant restrictions and instructions are as follows: Text: Within 5000 chars, supports variables. Image: Supports .jpg, .jpeg, .png formats, size not exceeding 10M. Video: Supports .mp4 files, size not exceeding 100M. Audio: Supports .mp3, .m4a files, size not exceeding 100M. Template message: Consists of images, message titles, body text, buttons, messages actions, etc. |
| Mass messaging customer | You can download the import template to import customers, or select Line friends for mass messaging |
| Sending time | Start now: Start sending messages right after creating the task. Scheduled start: Start sending messages at the selected time zone and time |
# Campaign details
The campaign has been created successfully; you can view and export the sending data in the details on the right.
# Campaign reuse
Using the reuse function, you can copy all attribute data of the task and create a new task
# Line official account authentication
After the Line official account submits the authentication documents and passes the review, it will have a blue shield, indicating that the account is a legitimate enterprise, business, or organization.
- Ensure the compliance of the authentication account name
The account name must generally be consistent with the「company/business name」 ,「actual store name」,「online platform」,and「brand」name, only consisting of Chinese, English, numbers, and certain symbols, with a char limit of 20
- Purchase exclusive ID
After each account is successfully registered, there will be a set of random IDs; before submitting the authentication application, you need to purchase an exclusive ID, which does not equate to passing authentication. The exclusive ID is a customized ID code, beneficial for user recognition and memory
| General ID | Exclusive ID |
|---|---|
| @123abcde | @sobot_xxxx |
- Submit authentication documents; different businesses require different documents, with specific information displayed on the Line authentication page. More detailed application processes can be referred to in the Line authentication official account application process (opens new window)
# Traffic increase method
In the Line Official Account Admin Backend (opens new window) - Get Friends - Add Friends tool, various methods for adding friends are provided
- Create URL
Share your URL on social media or via email. Users can click to add your account as a friend
- Create "Add Friend" QR code
Display your "Add Friend" QR code on your website or promotional posters, allowing users to scan and add your account as a friend
- Create coupon QR code
After users scan this QR code, they can see your coupons and can use them after becoming friends with your account
- Create "Add Friend" button or link
Place your "Add Friend" button or link on your website or social media. When users click this button or link, they can become your friends
- Create friend recommendation coupons
After users add your account as a friend, both the users who share your coupon recommendation page and those who are recommended the coupons can receive these coupons
# About API best practices
- Enterprise guides customers to add the official account as a friend
- Enterprise generates a "binding code" through their own applications, allowing customers to send the "binding code" to the Line official account
- Complete the binding of the internal enterprise application with the Line personal account
- Conduct private operations based on the enterprise's own business attributes