1. Agent Conversation and Message Handling

Agents view message lists in the Support console. The system automatically groups conversations by status into three main sections: In Progress, Unreplied, and Ended. When an agent selects a specific chat, they can reply in the conversation pane. The sidebar provides auxiliary tools for quick access to visitor details, past service records, and knowledge base content. Organizations that enabled the AI plugin can also use the ShareCRM Support AI Assistant.

picture coming soon: 网页/微信渠道

picture coming soon: 邮件渠道

In addition to text replies, agents can quickly send company Cloud Drive files, Images, Videos, and other Files directly from the Support console.

picture coming soon:

Agents can toggle their online status from the Support console to prevent conversations from being assigned while they are offline, ensuring timely responses.

picture coming soon:

2. Collaborative Handling of Customer Conversations

When an agent lacks the required skills or authority to handle a request, they can transfer the conversation or invite experts to collaborate. ShareCRM Support currently provides the following collaboration features:

• Conversation transfer: Agents can transfer conversations from the Support console.
• Invite expert: Agents can add experts into the group chat during a conversation.
• Private internal chat: During group conversations, agents can open a private chat for internal discussion; these private threads remain hidden from the customer.

picture coming soon:

3. Support Console Auxiliary Features

A practical Support console does more than enable basic replies; it empowers agents to deliver service efficiently. ShareCRM Support includes the following auxiliary features:

• Display customer basics and related business records (such as Work Orders, Orders, etc.) directly, helping agents quickly understand the customer context and deliver better service.
• Knowledge base lookup: Agents can search the service knowledge base for solutions and send knowledge articles to customers with a single click.
• Quick replies: Maintain frequently used FAQs in the sidebar for one-click insertion to speed up responses.

picture coming soon:

picture coming soon:

picture coming soon:

4. Service Evaluation

To ensure service quality, invite customers to rate the agent after the service concludes.

picture coming soon: 服务评价