Published at: 2026-09-17

Session processing

Receive, collaborate and end conversations in the customer service workbench.

Scenario

Conversation processing helps support agents respond to customers in a timely manner and collaborate with experts to complete the service closed loop when necessary.

Before you begin

  • You have the Support Agent role and can open the Customer Service Workbench.
  • Switch your personal status to online before session handling to avoid being unable to receive new conversations due to being offline.
  • If you need to transfer or invite experts, the target personnel should have corresponding collaboration permissions and be available for session handling.

View and reply to conversations

  1. Enter the customer service workbench and select the target session in the session list.
  2. Filter items by Session Status: In Progress for active conversations, Unreplied for the latest customer messages, or Ended for history.
  3. After opening the conversation, enter the reply content in the chat input area and send it.
Screenshot: session processing
  1. When you need to send information, you can select pictures, videos, files or company Cloud Drive Files from the input area and send it to the customer.
Screenshot: session processing
  1. Before the end of the service, confirm that customer questions have been answered to avoid leaving unprocessed messages.

Use the sidebar to assist processing

While working on a session, you can view and use the following information and tools in the workbench sidebar:
  • Customer information and service history: Understand customer basic information and associated historical services, orders or work orders to reduce repeated inquiries. Screenshot: session processing
  • Knowledge Base: Retrieve applicable solutions and send knowledge content to customers.
Screenshot: session processing
The content that can be displayed in the sidebar is affected by the administrator’s configuration and the Data Permission of the current account.

Adjust personal online status

  1. Open the current online status menu in the customer service workbench.
  2. Select online, offline, or another status that your enterprise has configured.
  3. Before switching to offline, if the system has enabled ongoing session verification, the sessions required to be completed should be processed first.
Screenshot: session processing
When you are offline or unavailable, the system does not assign new sessions to you.

Collaborate on complex conversations

When you cannot resolve a conversation alone, use one of the following collaboration methods:

Transfer session

  1. Select the transfer action within the session.
  2. Select the target support agent or support group, and add transfer instructions if needed.
  3. Confirm the transfer. The target agent or group then handles the conversation.
Screenshot: session processing
Suitable for problems that need to be completely taken over by other support agents, professional groups or after-sales teams.

Invite experts

  1. Select Invite Expert during the session.
  2. Search and select internal experts to participate.
  3. After confirming the invitation, continue responding to the customer collaboratively in the same conversation.
Screenshot: session processing
Use this option when you continue to own the conversation but need an expert’s judgment or response.

End session

  1. Confirm that customer issues have been handled and complete necessary responses or collaborative actions.
  2. Select End Session and confirm.
  3. If prompted, enter the Processing Result and complete the record.
Screenshot: session processing
After the session ends, the session enters the ended record and the current support session load is released.

Expected Result

  1. Open an ongoing session in the Customer Service Workbench.
  2. Reply to the visitor and confirm that the message appears in Session Record.
  3. End the session and confirm that Session Status is Ended.

FAQ and troubleshooting

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