The customer service is divided into the user end and agent end, which are respectively designed for your clients and customer service agent.
Terminology
Console: A management platform tasked with handling information related to manual customer service, such as creating and prioritizing customer service personnel. For an in-depth explanation, refer to the Administrator's Operation Manual.
Workspace: A platform where agents address customer inquiries and respond to user messages. For a detailed explanation, refer to Agent Workspace.
Agents: Refers to personnel who complete customer service tasks through online conversation.
Skill Group: Different functional groups of human customer service can be differentiated by service type, such as: pre-sales, after-sales, complaints, etc. They can also be distinguished by region. For a detailed description, please refer to Skill Group Management.
Session service flow: A guide process when users enter online customer service. You can create a welcome message, navigation, etc. In the session service flow, you may configure branches and transfer to human service. For more information, please see Create and Bind Session Service Flow.
Channel: Various mediums for accessing the session service flow, including in-app chat and web pages. For a detailed introduction and comparison of various access channels, please refer to Configuring the Channel.
You can develop and integrate as outlined in the steps below:
Integration Guide
Activate Customer Service Desk
Create a Chat application, proceed to the Chat Console to activate the customer service.
Logging Into the Customer Service Management Portal
Method One: Enter the Chat Console Desk section, select Feature Configuration, click on Go to Desk Console for seamless management portal login.
Method Two: After activating Desk, Tencent Cloud will send the management portal login account and password to your registered email. Use this information to directly log in to the Desk Console.
Adding Agent
Navigate to the console, select Agent, add agent. For other customer service management operations, refer to the Agent Management.
Configure Skill Groups
Skill groups are used to differentiate customer service representatives with different functions. You can add customer service representatives to different skill groups according to your business needs.
If there's no requirement to categorize the customer service representatives, create a single skill group and add all customer service representatives to it.
1. In the left navigation menu, click Livechat settings > Skill Groups to access the skill group management page. Click on Add Skill Group to create a group for conducting user consultations.
2. Click edit to add customer service to the skill group. For other operations of skill group management, refer to the document Skill Group Management.
Create a session service flow
A session service flow is the guide process when a user enters the online customer service. It can be set to send the user a welcome message, guide, etc.
You can configure branches, turn to human assist and other features in the conversation service flow.
1. On the left navigation bar, click Livechat settings > Session Service Flow to enter the session service flow management page, click New at the top left corner of the page.
2. Input the name of the session service flow: Enter the name of the session service flow at the top left corner of the canvas, for instance: Online conversation reception.
3. Connection Module: Depending on your scenario, you need to drag and drop the corresponding modules into the appropriate positions in the canvas area, interconnect them, and fill in the relevant details in each module (For specifics, please refer to Conversation Service Flow Module). Every conversation service process should start with the commencement module as the first module and conclude with the termination module as the last one.
4. Once you save the configuration of the conversation service flow, click on Save on the top right corner of the canvas to return to the conversation service flow list.
Configuring Channels
Next, you can configure the appropriate channels, based on your intended use case:
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