Quick Start [New Online 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. Interface Overview

 

3. Getting Started with the Multi-functional Chat Window

The chat window integrates a variety of tools designed to enhance your response efficiency:

• Translation: Click the [Translate] icon above the input field. The system will automatically translate the customer's foreign language into Chinese, while simultaneously translating your Chinese reply into the customer's language, enabling seamless, barrier-free communication.

• File Sharing: Support is now available for sending images, audio, video, and attachments, catering to the needs of various real-world communication scenarios.

• Quick Replies: Click [Quick Reply] at the bottom to instantly send pre-configured common phrases with a single click.

• Hosting: You can choose whether to enable hosting for the current conversation. Once enabled, user messages can be managed automatically (triggering FAQ automation and automated workflows). This allows agents to either handle messages manually or rely on the robot to automatically reply, thereby improving message processing efficiency.

• invtie to review: From the chat interface, agents can send a rating invitation to the user. Upon receiving the invitation, the customer can provide a score and leave feedback.

 

4. Building Comprehensive Customer Profiles

You can enrich user profiles to facilitate targeted marketing by updating customer details in the right-hand panel, including information such as visit history, source channels, language used, and location.

• Basic Information: Contains fundamental customer details, including phone number, email address, and region.

• Visitor Tags: Merchants can add tags and notes to visitors (e.g., "High Intent," "Price Sensitive") to streamline future visitor management.

• Contact Person: View the customer's browsing history and traffic source here. By combining this with device and IP information, agents can better anticipate customer needs.

• Session information: Categorize and mark the current interaction (using Session Tags) to facilitate subsequent QA and performance reviews by team leaders in [Client] > [Session Management].

Additionally, you can customize the layout of customer information groups by clicking the Gear icon.

 

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 reallocation 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”?

Click the small triangle in the bottom-right corner of the chat box to pin the session to the top. Administrators can also pin sessions belonging to other agents.

5. 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.