1. Automatic reply
For the service account, the original intention is to provide employees with better service and faster feedback and response. The automatic reply function can greatly reduce the interaction time and workload. For example, employees often ask for wifi passwords. After setting the automatic reply of wifi password keywords, when employees send messages, the service account will automatically answer the set content.
1.1 Function entry
The service account administrator clicks on the automatic reply in the web service account workbench to enter the configuration page.
1.2 Configure the default automatic reply
When the user sends a message in the service account, it will first judge whether it matches the preset keyword, and if it matches, it will give priority to replying according to the "keyword automatic reply" rule. If there is no matching keyword, it will reply to the default content in "Default Auto Reply". The default reply content type supports text type and graphic message type.
1.3 Configure keyword auto-reply
To set keyword auto-reply for the service account, you can add a rule (the rule name can be up to 30 characters), if there is a keyword you set in the message sent by the employee (the keyword does not exceed 10 characters, you can choose whether to match exactly if set Exact match must match all the keywords to take effect), then the content you set to reply in this rule name will be automatically sent to the employee.
1) Keyword auto-reply setting method
Web page application channel = "service account workbench =" automatic reply = "keyword automatic reply =" add rules, you can add the corresponding keyword automatic reply information.
Kind tips:
- You can enter webpage link addresses in the text, but hyperlinks are not supported.
- The rule name is set by itself (mainly for distinction);
- Keyword configuration (as a hit keyword sent by employees);
- Reply information (information content that is automatically replied after hitting the keyword);
2) Rules for automatic reply of keywords
Any number of keyword auto-reply setting rules can be set (up to 30 Chinese characters can be set for each rule name), and a maximum of 100 keywords can be set in each rule (up to 10 Chinese characters can be set for each keyword).
3) Keyword setting
- If the same keyword is set, but the reply content is different, the system will reply the first rule.
- Keywords are separated by carriage return when setting. Entering carriage return can add multiple keywords, and each keyword is less than 10 characters. Do not use commas", "semicolons"; ", commas", "periods" "." to distinguish.
Reminder: The keyword setting does not support the use of spaces and characters to separate, and you can only use the Enter key to add multiple keywords.
4) Exact match function setting
- If exact match is selected, "exact match" will be displayed on the edit page (as shown in the figure):
The content sent by the other party must be exactly the same as the set keyword to trigger the keyword reply, and there cannot be one more character or one less character. For example, if you set "sick leave", only replying to "sick leave" will trigger the keyword reply.
- If no exact match is selected, the edit page will display "contains" (as shown in the figure):
As long as the content sent by the other party contains the complete keyword set, it will trigger the keyword reply to the other party. For example, if "sick leave" is set, replying to "sick leave of this month" will be triggered, but an incomplete reply to the keyword "sickness" will not trigger a keyword reply.
2. Mobile Customer Service
Each service account has enabled the mobile customer service function by default. Employees can send messages in the service account and feed back to the service account administrator. The administrator can receive and process the messages sent by employees in the service account on the service account workbench. If employees have a problem and turn to the service account, there will be corresponding personnel to provide customer service. The service method supports text, graphics and documents, etc. The most important thing is that it can be operated on PCs and mobile phones, laying a solid foundation for enterprises to realize mobile service windows. Base.
2.1 Mobile customer service settings
The service account administrator enters [Service Account Workbench] - [Mobile Customer Service] to set the profile picture, name, and personnel of the manual customer service.
2.2 View and reply to employee messages
Web page: [Service Account Manager] Enter [Service Account Workbench] - [User Message] to view and reply to employee messages. User messages support collection and export, which is convenient for collection and organization.
Mobile terminal: [Manual Customer Service] In Qixin [Service Account Workbench] - [User Message], view and reply to employee messages.
