Quick Transfer of Work Order

  Xiao Li is a customer service agent. His daily work is to receive visitors from the web and WeChat, record and resolve their issues. For technical issues, Xiao Li needs to create a Work Order. To help engineers handle issues faster, the customer service manager requires Xiao Li to accurately record the customer’s description inside the Work Order. Xiao Li therefore needs a tool that lets him quickly populate chat transcripts when creating a Work Order. ShareCRM Online Customer Service provides a Quick Create from Chat feature on the agent console. Administrators can configure which business objects can be created quickly from chat messages and map chat transcripts into those business records according to the company’s business needs.

1. Quick Create from Chat — Configuration

Configuration path: Online Customer Service -> Quick Create Settings

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Configure the business objects that should support Quick Create from chat based on your requirements.

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After adding an object, the system automatically presets two fields on that object — Conversation and Chat Transcript — to store the related conversation and the selected chat messages for the record.

2. Using Quick Create from Chat

In the agent console chat window, right-click to multi-select messages. The Quick Create button will appear. Select the chat messages you want and create the target business record (for example, a Work Order).

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