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1. Introduction

In this function, it can realize online communication with multi-channel users, overview the overall chat situation, chat interface, customer-related information, with real-time translation, adding session tags and visitor tags, recommending products, inviting user reviews, etc. It helps merchants efficiently communicate with multi-channel users and develop subsequent operation strategies, and improve merchants’ efficiency in handling user messages and operational efficiency.

 

2. Instructions

2.1 Overview Chat

•Filtering by channel or unread status allows you to effectively and quickly view unread user messages and filter users by channel for specific channels.

 

•Search Users: Search users by username to quickly find them and enter the chat.

 

•User Online Status: You can check whether the user is online or not, note that the online status is only available for chat plugin channel users.

 

•Session Status: View the session status of “Bot Hosted”, “Unassigned” and “Assigned”, so that customer service can know which users have not been assigned and which are still hosted.

 

2.2 Chat Interface

2.2.1 Real-time translation

•Real-time translation: Click “Start Online Translation” function, you can select the language used by the customer and set the language you use, and then automatically translate the message between the two sides to facilitate cross-language communication and improve the efficiency of communication.

① Automatic translation of messages to be sent to customers (see red arrow) ② Automatically translate messages to be sent to customers (see blue arrow) ③ Stop translation: When you don’t need to translate messages automatically, click “Stop translation”; if you need to translate a single message, click the translation button next to the single message.

 

2.2.2 Session Hosting

•Session hosting: You can choose whether or not to host the conversations in the chat. After opening the hosting, you can automate the management of the messages sent by users, and customer service can either manually handle the messages sent by customers or automatically reply to them with the help of bots to improve the efficiency of handling user messages.

 

2.2.3 Adding Session Tags

•Session tagging: Customer service can tag sessions for easy chat quality control/audit by supervisors in [Session Management].

 

2.2.4 Handling single messages

•Reply to single messages, suggest answers, add to FAQ, and translation

① Customer service can reply to a single message

 

② Recommended answers

 

③ Add to the FAQ

 

④ Translation

 

2.2.5 Recommended Products

•This feature is currently only available for independent merchants. After an independent merchant binds salesmartly, the customer service can send product cards to the user in the chat interface to directly guide the customer to place an order.

 

2.2.6 Send Email

•可以用邮件的形式回复客户的消息

① You can reply to customer messages by email.

 

② In “Settings —Chat Plugin”, enter “Edit Plugin” and set “Survey before chatting / Leave information offline” function to collect users’ email information, so you can use email to reply to users’ messages in the chat box.

 

2.2.7 Rating

•In the chat interface, customer service can send “Invitation to Rate” to users, and users receive the invitation to rate and evaluate.

 

You can view the user’s evaluation details in the “Session Management” section after the user has finished the evaluation.

 

2.2.8Messenger message labels

•Messenger Message Tags: When a session in Messenger is older than 7 days, customer service needs to select the tags related to the content to send together when entering the message in the chat box.

① Confirm Event Updates: Send reminders or updates to users who have registered for an event (e.g. responded to an invitation, purchased tickets) for upcoming and ongoing events.

•Sending reminders to users of scheduled upcoming classes, appointments or events.
•Confirming that the user has made a reservation or attended an event or appointment to which he or she has accepted an invitation.
•Notifying users of transportation or trip scheduling news, such as arrivals, cancellations, baggage delays or other status changes.

 

② After-sales updates: Notify users of updates to recently purchased items for:

•Transaction confirmation, such as a statement or receipt.
•Notification of delivery status, such as items in transit, shipped, delivered or delayed.
•Changes related to orders already placed by the user, such as declined credit cards, out-of-stock items or other order updates that require action by the user.

 

③ Account Update: Notifies users of non-recurring changes to their application or account for:

•Changes in application status (e.g. credit cards, positions).
•Notifications of suspicious activity (e.g. fraud alerts), etc.

 

2.3 User information column

2.3.1 View User Info

•Basic user information: You can view user information, including the source channel, language used by the user, gender, and time zone, to help enrich the user’s profile for accurate marketing.

 

2.3.2 Add visitor tags and notes

•Add visitor tags, notes and blackout to users for easy subsequent management of users.

 

2.3.3 Reassign customer service

•Reassign customer service to users: When customer service cannot solve a user’s problem, the user can be reassigned to another customer service to finally be able to solve the user’s problem.

 

2.3.4 View user browse tracks

•View the user’s browse track, you can see the user’s first visit and the track of recent visits.

 

3. Frequently Asked Questions

1）Q：If customer service can’t solve the user’s problem when he or she is docked, how can it be solved?

A：You can select “Reassign” in the user information field, so that you can assign users to other customer service, but this feature requires permission to use, permission issues see “Team” settings in “Settings”.

2）Q：How does customer service handle messages after 24 hours of Facebook’s Messenger messages?

A：You will need to select the tags that are relevant to the content you are sending, i.e. “Confirm Event Updates”, “After Sales Updates”, “Account Updates”, and then enter the content that is relevant to the tag subject.

3）Q：Where can I view the evaluation details after sending an “invitation to evaluate” to a user?

A：When you enter “Session Management”, you can see the corresponding user ratings and user feedback.

Last modified: 2024-12-16Powered by