Quick Start [Chat]

Introduction

Under the [Chat], you can communicate online with users from multiple channels, get an overview of the overall chat status, chat interface, and customer-related information, and have functions such as real-time translation, adding session tags and visitor tags, recommending products, and inviting users to review.

This article mainly introduces online chat to help you get started quickly.

Description

1. Quickly retrieve session and customer information

1.1 Retrieving chat sessions and customers

[Chat] provides many practical and powerful search functions to help you improve your efficiency during use.

 

1.2 Session List

By viewing the three session states of " Robot ", " Unassigned ", and " All Members (Assigned) ", members can know which visitors are not assigned and are still in the managed state. Members with the "View other members' sessions" permission can also click on the names of other members in the "Me" list to view their session information.

You can view the basic information of the current session in the session display column to facilitate your subsequent session reference.

1.3 More operations

In the session list, you can select in batches , mark as unread/read , and pin conversations to the top , making it easier for you to manage your conversation list during use.

To learn more about retrieving sessions and customers, go to Quickly retrieve session and customer information for more information.

2. Real-time translation

Real-time translation: Click to start the online translation function, you can select the language used by the customer and set the language you use, and the messages between the two parties can be automatically translated to facilitate cross-language communication and improve communication efficiency.

Stop translation: When you do not need automatic translation of messages, just click Stop Translation ; if you need to translate a single message, click the Translation button next to the message.

3. Multi-function chat window

3.1 Sending medium

In the chat window, it supports sending messages such as emails, emoticons, pictures, attachments, etc., as well as sending recommended products , inviting reviews , etc., to meet the needs of replicating multiple scenarios in actual communication.

3.2 Processing a single message

Now single messages support reply, recommended answers , adding to FAQ , translation, identifying visitor language, message withdrawal, @members and other functions.

Move the mouse pointer into the message to pop up executable operations.

• Reply: Customer service can quote and reply to a single message, highlighting the response to a certain message, which is direct and fast and reduces misunderstandings.

• Recommended answers: The system can also automatically match recommended answers and recommend answer methods based on the message content and the AI corpus to improve reply efficiency.

• Add to FAQ: Customer service can also add user messages to FAQ during the response process to help improve the AI corpus.

• Translation function: Single messages can also be translated directly.

• Identify visitor language: Accurately identify visitor language to facilitate communication between merchants and visitors.

• Message withdrawal: Supports the revocation of erroneous information, and specific revocation rules will be formulated according to different channels.

•@members: WhatsApp groups support @members.

4. Use common phrases

Talk library

During the chat, you can click on the right side of the speech library to send commonly used speech. At the same time, you can also click on the quick reply below the conversation window to expand the speech library to improve the professionalism and accuracy of the customer service reply.

5. Improve customer profile

5.1 Customer profile panel

You can view the customer information on the right, including access history , source channels, language used by users, region, and other information to help enrich user portraits for targeted marketing.

5.2 Adding guest tags and session tags

Adding visitor and session tags can help merchants mark customers so that they can implement targeted strategies later.

5.3 Add to blacklist

For customers who frequently post malicious comments on the merchant's Facebook page, frequently send unreasonable private messages, deliberately spread false information or slander the merchant, the merchant can choose to block these customers with one click in the chat interface to prevent their further malicious harassment, protect their own interests and avoid malicious harassment.

6. Intelligent AI makes chatting more convenient

6.1 Robot-hosted sessions

Robot hosting: You can choose whether to host the conversation in the chat. After turning on hosting, you can automatically manage the messages sent by users ( FAQ automation and triggering of automated processes ). Customer service can either manually handle messages sent by customers or use robots to automatically reply to customer messages, thereby improving the efficiency of processing user messages.

6.2 Quick reply ( Send FAQ )

When customer service replies to visitor messages, they can directly send the answers already set in the AI corpus for some frequently asked questions to improve response efficiency.

Frequently Asked Questions

1. If customer service cannot solve the user’s problem when communicating with the user, what solution is there?

You can select Reassign in the user information column to assign the user to other customer service staff. However, this function requires permission to use. For permission issues, please check the [ Setup-Team ] settings.

2. How does customer service handle Facebook Messenger messages after 7 days?

You need to select a tag relevant to the content you want to send, such as confirming event updates, after-sales updates, or account updates, and then enter content related to the tag topic.

 

3. After sending an "invitation to review" to a user, where can I view the review details?

Go to [ Client-Session Management ] and click the name of the corresponding customer service representative to view the corresponding user rating and user feedback.

4. Why don’t I see the option to “pin conversation”?

You need to switch all customer service/assigned accounts to a specified customer service account (that is, displayed as my account) before you can pin the customer service conversation to the top; however, administrators can pin the conversations of other customer service members to the top.

5. Where can I edit the FAQ?

You can add FAQs to set your common phrases and categories in the [ Robot-AI Corpus ] interface. In addition to adding FAQs in the AI Corpus settings page, you can also add FAQs for a certain message in the [ Online Chat ] interface, which is convenient and quick to enrich the knowledge base. Making good use of FAQs can greatly improve the efficiency of customer service responses.

6. How to cancel after being blacklisted?

You can select a customer in [ Client - Customer List ] and click on the details to remove the customer from the blacklist.