Published at: 2026-09-17

Initialization and basic configuration

Scenario

Complete Online Customer Service initialization and global rule configuration.

Before you begin

The enterprise has purchased Online Customer Service License, and the current account has Online Customer Service administrator rights.

Configuration steps

Step 1: Complete Online Customer Service initialization

After the enterprise completes the Online Customer Service License purchase, the system automatically completes the initial configuration of the Online Customer Service application and sets the CRM administrator to the Online Customer Service administrator by default.
After successful initialization, the customer service workbench application entrance can be displayed in the main navigation, as shown in the following figure:
Screenshot: initialization and basic configuration
Online Customer Service Administrators can enter Setup from this page: Screenshot: initialization and basic configuration
You can also enter Setup from the Online Customer Service application entrance on the main navigation. The background page is as follows:
Screenshot: initialization and basic configuration

Step 2: Configure general rules and reminders

General rules and reminders are used to define global service rules and **general capabilities. All configurations in this module are uniformly effective for all connected Online Customer Service channels, and do not distinguish between specific Channel Type, nor are they individually configured for a single customer service or Business Scenario.
General rules are mainly used to standardize basic behaviors such as session flow, message reminders, and Business Data generation. They are important Completion Conditions for the stable operation of Online Customer Service.

Configure conversation rules and prompts

  • Session automatic transfer: Start timing with the last message sent by Visitor User. When the set automatic transfer time exceeds and the customer service has not responded yet, the system will automatically transfer the current conversation to another customer service and send a prompt message to the visitor.
Screenshot: initialization and basic configuration * Manual transfer: You can set the prompt that the visitor sees when the customer service transfers manually, as shown in the figure below:
Screenshot: initialization and basic configuration
  • Automatically end the session: Start timing with the last message sent by customer service. When the set automatic end time exceeds and no reply is received from the visitor, the system automatically ends the session and sends a prompt to the visitor.
  • Manually ending the session: The support agent manually ends the session at the customer service workbench, and the prompt set by the system Auto Send is given to the visitor. You can set here whether to allow the customer service to actively end the session when the customer service does not reply to the visitor’s last message, as shown in the following figure:
  • Invite/remove experts: You can define the prompts that customer service will send to visitors when inviting/removing experts from the customer service workbench, as shown in the figure below:

Configure message reminders and notifications

Message reminders and notifications are used to send Reminder Message to customer service administrators or support agents when specific system events occur, ensuring that key issues can be paid attention to and handled in a timely manner.
Screenshot: initialization and basic configuration * Qixin messages: refers to message reminders through Qixin, as shown in the figure below:
  • Bay window message: The card pops up from the upper right corner in the form of a bay window, as shown in the figure below:
  • Browser message: As shown in the figure below, it currently only supports display when new user messages are received.
  • The session allocation rule is not matched: When the new access session does not match the session allocation rule, an enterprise letter message is sent to the Online Customer Service administrator
  • Too many waiting sessions: When the number of waiting sessions on a certain channel exceeds a certain number, a Qixin message reminder will be sent to the customer service administrator.
  • New session access: When a new session is accessed, send a Qixin message to the corresponding customer service
  • New message access: When new customer messages are received, reminders can be sent through the window and browser messages, and different notification contents can be set for different channels.
  • Message timeout without reply: For ongoing conversations, counting starts from the last time the user sent a message. If a new message exceeds the set time of customer service No Reply, a floating window message reminder will be triggered. The same message can only be reminded once, and different notification contents can be set for different channels. (New version planning)

Configure quick transfer orders

Quick order transfer is used to help support agents quickly convert key information in chats into business documents during the process of handling customer sessions, reducing manual sorting costs and improving problem transfer efficiency. It is especially suitable for scenarios that require further technical processing or cross-department collaboration.
Through the quick order transfer capability, support agents can directly create business documents based on Chat Histories in the session, and automatically reference the relevant chat content into the document, ensuring that subsequent processing personnel can quickly understand the customer background and problem description.
  1. Quick transfer order configuration
Customer service administrators can configure the scope of business objects that are allowed to be created through quick order transfer according to the company’s own business needs, such as work orders, service requests, etc.
Screenshot: initialization and basic configuration After the configuration is completed, the system will automatically preset the following fields under the corresponding business object for session information precipitation:
  • ** Associated Conversation field**: used to record the customer service session from which the business document comes.
  • ** Chat Histories field**: used to save the chat content between customer service and customers as problem description or supplementary information
The above fields are used to ensure the complete association between customer service sessions and business documents to avoid information gaps. 2. Quick order transfer function application:
The quick order transfer capability is mainly used in the session processing scenario of the customer service workbench.
In the chat interface of the customer service workbench, support agents can perform multi-select operations on chat messages, and the quick order transfer entry can be invoked by right-clicking the mouse. According to actual business needs, select the corresponding business object and convert the selected Chat Histories into business document content.
As shown below:
Screenshot: initialization and basic configuration
Screenshot: initialization and basic configuration
Through this method, support agents can complete the creation of business documents without repeatedly sorting and entering customer description information, which significantly improves the efficiency of problem circulation and the accuracy of information.

Configure Sales Records generation rules

Generating Sales Records is used to automatically precipitate important service communications between customer service and customers into sales behavior data, helping enterprises to open up the link between customer service and sales data, and achieve traceability of service processes and sustainable management of customer relationships.
Through this capability, the system can automatically generate Sales Records based on the actual interaction between customer service and customers without manual sorting, and associate it with the corresponding customers and contacts.
  • Customer service session** generated Sales Records **
After enabling, when the customer service session ends, the system automatically creates a Sales Records for the session based on the configured generation rules.
Supports setting multiple generation rules (up to 10)
Rules are executed in sequence from top to bottom**
Whether to generate Sales Records can be controlled based on Session Type, source and other conditions in Customer Service Session List.
Screenshot: initialization and basic configuration
  • **Call record generation Sales Records **
After enabling, the system automatically generates corresponding Sales Records for qualified call records (such as outbound calls) based on voice call records and call summary information.
Supports setting multiple generation rules (up to 10)
Rules are executed in sequence from top to bottom**
Whether to generate Sales Records can be controlled based on Call Type, status and other conditions in the call record.
Screenshot: initialization and basic configuration The effect is as shown below:
Tips: This capability requires placing an order for the Call Center connector and completing the Call Center docking
  • **Mail generation Sales Records **
Screenshot: initialization and basic configuration Email settings are used to uniformly manage the collaboration between customer service mailboxes and CRM to ensure that the content communicated by customer service with customers through emails can be correctly identified and precipitated by the system, and Sales Records is generated on demand to form a complete customer service and sales track.
Email-related configuration mainly includes four aspects: mail precipitation, Sales Records generation, mailbox management and AI capabilities. For detailed description, please refer to: Employee Mailbox Management

Expected Result

  1. Open the Customer Service Workbench in the main navigation.
  2. Enter Setup and check whether the general rules, reminders and transfer order configurations are visible.
  3. Save a test configuration and confirm that the settings take effect in the corresponding scenario.

FAQ and troubleshooting

  • When the customer service workbench entrance is not displayed, confirm that the enterprise has purchased the Online Customer Service License and the administrator role has taken effect.
  • When the rule does not take effect, check the rule status, applicable channels and save the results. ## Related topics
  • support agent management
  • Customer service workbench
  • Web channel access settings
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