Here’s the professionally localized English version of the CRM product manual in strict Markdown format:

The following video demonstrates five conversation strategy settings for online customer service:

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1. Feature Initialization

After purchasing the online customer service license, the system will automatically initialize with default basic configurations. During initialization, the CRM administrator will be assigned as the default online customer service administrator. Administrators with this Role can configure online customer service settings.

Once initialized, you can find the Customer Service Console in the application list. Click the “Admin Console” button in the upper right corner of the console to access the administration panel. Then navigate to “System Settings” to configure online customer service features.

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2. Basic Configuration

2.1 Conversation Settings

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• Customer Service Administrator: Administrators have full configuration and management permissions for the online customer service application. During initialization, the system automatically assigns the CRM administrator as the online customer service administrator. You can modify administrator Roles as needed.

• Agent Avatars: Set unified avatars for all customer service representatives to maintain professional branding.

• Conversation Display Mode: When multiple IM channels (web/WeChat/WhatsApp) are available, choose between aggregated display (all channels in one tab) or separate display (each channel in its own tab).

• Auto-End Conversations: When enabled, the system will automatically close conversations if customers don’t respond within the specified time limit.

• Pending Conversations: Choose whether to send notifications when conversations are in pending status.

• Manual Conversation Closure: Configure whether to send notifications when agents manually end conversations.

• Working Hours: Set working hours based on either team schedules or individual agent availability. The system only assigns new conversations during configured working hours.

• Automatic Conversation Transfer: When enabled, the system will automatically reassign conversations to other available agents if the current agent doesn’t respond within the specified timeframe.

• Manual Transfer Settings: Configure whether to send notifications when manually transferring conversations.

• Expert Invitation/Removal: Set whether to send notifications when inviting or removing experts from conversations.

• New Message Alerts: Choose between CRM pop-up notifications or browser notifications for new conversation messages.

• Channel Priority: When multiple service channels are connected, the system will assign pending or simultaneous conversations to agents according to the configured channel priority.

2.2 Notification Settings

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• Unmatched Conversation Rules Alert: Sends notifications to online customer service administrators when conversations don’t match any distribution rules.

• Excessive Pending Conversations Alert: Triggers notifications to administrators when pending messages exceed the threshold for any service channel.

• New Conversation Alert: Sends notifications to assigned agents when new conversations are received.

2.3 Notification Template Configuration

The system sends automated notifications to agents when customers submit pre-conversation forms or satisfaction surveys. You can customize notification templates to help agents quickly identify key information.

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