Quick Start [Setup]

1. Introduction

The [Setup] is the control center for managing your SaleSmartly project. From configuring chat rules and team permissions to monitoring login activity, this module ensures smooth operations and optimized customer service workflows.

This guide provides an in-depth overview of [Setup] key functions and interfaces.

 

2. Key Features

2.1. Project management

This feature personalizes the project setup by managing chat rules (session allocation, AI chatbot settings, and notifications), chat tools (translation, message associations), and external display permissions. It ensures seamless and efficient communication between customer service representatives and customers, optimizing workflows and enhancing satisfaction.

 

2.1.1 Chat settings

In the session allocation, you can set the customer service allocation method to fit different business scenarios.

For example, you can automatically assign agents to new and returning customers, distribute chats based on agent availability, and configure chatbot hosting and response rules to streamline customer interactions.

 

2.1.2 Chat tools

Once enabled, the system automatically matches keywords entered by agents in the chatbox with the AI corpus and predefined responses, allowing agents to quickly select and send replies for faster, more efficient customer interactions.

 

2.1.3 Message reminder

Message reminders are divided into member side and visitor side. You can set the reminder trigger conditions, notification methods, trigger intervals, etc. of the messages respectively.

 

2.1.4 Other settings

• Translation tool settings: Supports setting up third-party translation platforms (which consume translation characters), specifying visitor languages, and a switch for automatically identifying visitor languages.
• The default chat mode for offline visitors in plugin channels: You can select the default chat method when visitors of plugin channels are offline, Email or chat plugin.
• Session end confirmation: Enable a pop-up confirmation before ending a session.
• Brand removal: Whether or not SaleSmartly branding is displayed in emails and chat boxes.

 

2.2. Team

Team management refers to the function of centralized management of customer service team members in the online customer service system.

This includes adding and setting reception limits, roles, channel chat permissions, etc. for customer service members, to achieve centralized deployment and permission control of your team members, so as to improve the collaboration efficiency and service quality of the customer service team.

 

2.2.1 Adding members

In [Team], click Add Member > Fill in member information > Assign roles > Click OK to add successfully.

There are two ways to add members: Quick add and email invitation:

• Quick add: A member account is created directly under the project. No email address is required, but members cannot create new projects.
• Email invitation: You can invite a registered user or create a new account by entering an email address. The member can then create a new project.

When assigning roles, you can select the system default role or add a custom role. Different roles are divided into two categories: administrators and ordinary members. At the same time, different roles have different project permissions. You can add custom roles according to your needs.

Note: Administrators can modify the permissions of ordinary members.

 

2.2 Member scheduling

Schedule: If a member has activated the schedule, the member's online status will be changed according to the online and offline time of the schedule, online/busy/offline. This will affect the allocation result of automatic allocation.

A: Click on Member Schedule, and you can view the current member schedule calendar for the most recent week.

B: Click Public Schedule Management, you can click Add Schedule, add a schedule for a custom interval, and click OK to add it successfully. You can then assign specific members.

 

2.3 Membership management

In the member management page, the administrator can view the basic information of the team, including: nickname, email, role, online status, employee schedule, number of sessions received, cumulative reception today, reception limit, creation time and other information, so that the administrator can have an overview of member information.

A: It also supports assigning shift schedules to members. Click Start Shift Schedule > You can choose Custom Shift Schedule/Select Shift Schedule > Click OK to set the shift schedule.

• Customized shift schedule: This is a manually assigned shift schedule for this member, which is only valid for this member.
• Select a shift schedule: You can select an existing public shift schedule, which refers to adding a shift schedule as mentioned in point 2.2.

B: You can modify the upper limit of the number of guests a member can receive today. Click Edit > enter the upper limit > click OK to successfully modify the number.

At the same time, you can modify members' basic information and other permissions, as well as delete them.

 

3. Subscription

In the [Subscription], you can view the detailed payment status of the project, including the current version information, expansion packs, order details, and usage of project content.

Click to change the package or renew immediately to enter the package consumption interface. By changing the package content, the system will automatically calculate the required fees and support multi-platform payment, making it convenient for you to change the package.

 

• (A) Expansion pack: Includes the purchase of translated characters and EDM distribution times.
• (B) Usage statistics: Displays the usage of package contents.
• (C) Order details: Display your usage statistics and order history.

 

4. Project Management

In [Project Management], you can modify the project ID and enable enable technical access for SaleSmartly support.

 

5. Other Devices

[Other Device] provides device download channels for mini-programs, IOS/Android apps, and desktop version of the platform.

 

6. Monitoring logs

In Basic Settings, when a team member logs in or out of the project, a record will be generated in the login log list.

Use filters to review team member login/logout records, making it easier for you to monitor the security of team projects.