1. Adding Web Plugins

ShareCRM Online Support automatically generates a code snippet when adding a web plugin. Businesses can embed this code before their webpage tags to enable a customer consultation entry point on their website. You can also customize the web consultation entry and chat box, including the workbench icon, button name, button style, and window theme color. After adjusting the customization settings, you can preview the changes in real-time on the right side.

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Key features of the web channel include:

• Customizable plugin styles to match your website’s design, with real-time preview.
• Automatically generated plugin code that can be copied and pasted into any webpage.
• Web-embedded support plugins with standard functions like text, emojis, images, and attachments.
• Support for multiple simultaneous webpage integrations.
• Compatibility with both Web and mobile platforms.
• Support for both anonymous visitors and authenticated customers:
  • Anonymous visitors: Website visitors can initiate online consultations without logging in (e.g., corporate websites).
  • Authenticated customers: Logged-in visitors can initiate consultations, with their accounts mapped to ShareCRM system data (e.g., logged-in users in an online store correspond to customer data in ShareCRM).

The web plugin integration effect is shown below:

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2. Conversation Assignment Rules

After configuring the channel entry in the previous step, you need to set up conversation assignment rules. Customer conversations will be routed between support teams and agents based on these rules. Configuration path: Online Support > Web Access Settings > Conversation Assignment Rules. Key settings include:

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• Customize the name of the conversation assignment rule.
• For multiple web access channels, select which channels this rule applies to.
• Set a custom welcome message that will be automatically sent to customers when a conversation starts.
• Promotional message: Automatically send marketing content after a conversation begins.
• Maximum concurrent conversations per agent: New conversations won’t be assigned to agents who have reached this limit.
• User identity verification: Enable to require Interconnection identity verification before starting a conversation.

Assignment rules for support teams:

When assigning new conversations to teams, two methods are supported:

1. Rule-based assignment: Configure conditions for routing visitor conversations to specific teams.
   • All web visitors: All conversations go to the selected team.
   • Filter by visitor information: Only conversations matching the filter criteria go to the selected team.
   • Filter by pre-consultation form: Conversations matching the form information go to the specified team.
   • Unmatched conversations are automatically assigned to a default team.
2. Specified team assignment: Before starting a conversation, users are prompted to select a service team (e.g., pre-sales or after-sales).

Team-level assignment rules: - Load balancing: Prioritize agents with the fewest active conversations. - Round-robin: Distribute conversations sequentially among all agents in the team. - Idle rate: Prioritize agents with the fewest conversations handled that day. - By Account owner: Direct messages to the owner of the corresponding Account. - By Contact owner: Direct messages to the owner of the corresponding Contact.

Note: For Contact/Account owner assignment, ensure owners are added to the support team in advance. We recommend adding by department—the system will automatically update team members based on department changes.

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When agents can’t handle conversations in real-time, you can configure automated reminders to reassure customers. For situations where all agents are busy, offline, or outside working hours, you can customize whether to send notifications and their content.

When all agents are busy, enable the leave-a-message function so users can leave messages for later follow-up. Customize the message template to collect relevant information.

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3. Workbench Extension Information

Agents need quick access to visitor information and related business data during conversations. ShareCRM Online Support allows configuration of workbench extension information, including Accounts, Contacts, Leads, and Work Orders. You can also customize which fields to display, seamlessly integrating with your CRM modules.

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After configuration, agents can view customer information in the workbench sidebar:

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4. Identity Verification

Web channels are typically used on corporate websites. If users log in to the website, their identity information can be collected. To accurately identify customers in ShareCRM, enable identity verification and pass parameters in the plugin code as required to connect Online Support with third-party website customer identity verification.

Pre-development configuration steps:

1. Generate identity verification key: Click “Generate Key” to create a key. After refreshing the page, the key will be masked. Click “View Key” to see it again.

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1. Set visitor identity verification fields: In ShareCRM, all consultation users are stored in the visitor object (API name: “WebImVisitorObj”). To match users from your website with ShareCRM visitor records, configure verification fields. Typically, name + phone number can uniquely identify a visitor. If no match is found, a new visitor record will be created.

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1. Associate visitor users with CRM Accounts and Contacts: Normally, agents manually associate visitors with CRM Accounts and Contacts. If your website needs to associate users with CRM records automatically, import user information into CRM Accounts and Contacts, then enable “Auto-associate Accounts and Contacts.” Set fields for automatic matching—we recommend using phone number or name + phone number combinations.

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Identity verification development instructions:

1. Generate visitor verification field JSON string, e.g.: {"full_name":"张三","phone":"15912345678"}
2. Use the identity verification key to encrypt the JSON string with AES algorithm, producing encrypted string A
3. Append string A to the web plugin’s customParams parameter

Encryption algorithm: AES
Mode: ECB
Padding: PKCS5Padding

Sample Java encryption code:

``` public static String encrypt(String data, String key) { try {

    // Key conversion
    SecretKey secretKey = toKey(key);
    byte[] enCodeFormat = secretKey.getEncoded();
    SecretKeySpec k = new SecretKeySpec(enCodeFormat, "AES");
    Cipher cipher = Cipher.getInstance("AES/ECB/PKCS5Padding");
    cipher.init(Cipher.ENCRYPT_MODE, k);
    byte[] dataArray = data.getBytes("utf-8");
    byte[] encode = cipher.doFinal(dataArray);
    // Ciphertext conversion
    return bytesToHexString(encode);
} catch (Exception e) {
    LOGGER.error("failed to encrypt, data={}, key={}", data, key, e);
    return null;
} }

private static SecretKey toKey(String key) throws Exception { byte[] data = Base64.decodeBase64(key); SecretKey secretKey = new SecretKeySpec(data, “AES”); return secretKey; }

private static final String bytesToHexString(byte[] bArray) {

StringBuffer sb = new StringBuffer(bArray.length);
String sTemp;
for (int i = 0; i < bArray.length; i++) {
    sTemp = Integer.toHexString(0xFF & bArray[i]);
    if (sTemp.length() < 2)
    sb.append(0);
    sb.append(sTemp.toUpperCase());
}
return sb.toString(); } ```

5. User Chat Window Settings

When enabled, users can quickly send system documents like products/orders to agents via buttons in the chat window.

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Add quick-send buttons for system documents in user chat windows, sending them as template messages to agents. Configure button names, icons, visible Roles, data objects, data filters, and message templates. Note: Currently, these buttons are only visible to users with Interconnection Roles—anonymous visitors cannot see them.

6. Conversation Grouping Settings

To better identify customer characteristics and provide tailored services, set up conversation groups to display qualifying customer conversations together.

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