Initialization and Basic Configuration

The following video demonstrates five conversation routing strategies for Online Support: picture coming soon:

1. Feature initialization

After purchasing the Online Support license, the Online Support app initializes automatically. Initialization covers basic configuration items. During app initialization, the system sets the CRM administrator as the Online Support administrator by default. The administrator Role can configure the Online Support app. After initialization, you can find the Support Console in the app list. Click the “Admin Console” button at the top-right of the Support Console to open the Admin Console, then go to “System Settings” in the Admin Console to continue configuring Online Support.

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1. Basic settings

2.1 Conversation settings overview

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— Support administrator: Support administrators have permissions to configure and manage the Online Support app. When the Online Support app initializes, the CRM administrator is automatically added as an Online Support administrator. Online Support administrators can adjust staff Roles for support admin duties according to operational needs.

— Support avatar: Use a unified avatar for company support staff to present a professional service image.

— Conversation display mode: If your company integrates multiple IM channels (web, WeChat, WhatsApp), choose whether to aggregate all IM channel conversations into a single tab or display each channel in its own tab.

— Auto-close conversation: When enabled, the system automatically closes a conversation if the user does not reply within the specified timeout period.

— Waiting conversations: When there are conversations in waiting status, choose whether to send a waiting notification message.

— Manual end conversation: After an agent manually ends a conversation, choose whether to send a closing notification.

— Working hours: Set agent availability to follow the support group’s working hours or each staff member’s personal working hours. New conversations are assigned only when agents are within their working hours.

— Automatic conversation transfer: When enabled, the system monitors response times in the configured interval. If an agent fails to reply to a new customer message within the set time, the system reassigns the conversation to other agents according to the auto-assignment rules.

— Manual transfer settings: After an agent manually transfers a conversation, choose whether to send a transfer notification.

— Invite/remove expert: Choose whether to send a notification when inviting or removing an expert from a conversation.

— New message alerts: For incoming conversation messages, choose to show an in-CRM floating alert or a browser notification.

— Channel priority: When multiple support channels are connected, enabling this feature causes the system to assign waiting or concurrent conversations to agents in order of configured channel priority.

2.2 Notification settings overview

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— Unmatched routing rule alert: If a conversation fails to match any assignment rule, the system sends an alert to the Online Support administrator.

— Excessive waiting conversations alert: When waiting conversations for a given support channel exceed a configured threshold, the system notifies the Online Support administrator.

— New conversation assignment alert: When a new conversation is routed to an agent, the system sends an alert to the assigned agent.

2.3 Notification template settings

When a visitor submits a pre-chat form or a satisfaction survey, the system sends a notification to support staff. To help agents quickly identify key information, the system allows organizations to define custom notification templates.

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