Live Chat
Diversified Reception Scheme

Reception Scheme Setting Guide

# 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

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Figure 1: Reception Scheme Management List

# ● 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

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Figure 2: Reception Scheme「Test」Function Entry

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Figure 3: Reception Scheme「Test」Page

# ● 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

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Figure 4: Reception Scheme Edit Page

# ● 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

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Figure 5: Setting Items on the Left Side of the Reception Scheme

# ● 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

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Figure 6: Quote Customer Grouping Rules

# ● Associate the visitor pattern defined in the「Visitor Setting」

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Figure 7: Quote Visitor Scheme

# ● 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

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