Published at: 2026-09-17
Quick start for customer service administrators
Complete the basic configuration of the first session of the web channel.
Learning Goals
- Confirm that Online Customer Service application and administrator permissions are in place.
- Complete the basic configuration of general rules, customer service team and web channels.
- Configure session assignment rules for web channels.
- Simulate a visitor consultation and confirm that a support agent receives and responds.
Prerequisites
- The enterprise has placed an order and activated Online Customer Service Professional Edition & ShareSupport AI+ Edition.
- You already have Online Customer Service administrator privileges.
- At least one support agent has been prepared to participate in the session handling.
Instructions
Step one: Enter Setup and understand the configuration entry
After activation, Customer Service Workbench appears in the main navigation. Users with administrator permissions can open Online Customer Service Setup.
Before opening Setup, confirm that the current account has Online Customer Service administrator permissions.
Setup provides guided configuration entries for each channel and recommended configuration paths.
When the administrator enters for the first time, it is recommended to confirm the following configuration fields:
- General rules and reminders;
- support agent management;
- channel access;
- Session allocation rules;
- Satisfaction rating;
- Customer service workbench setup.
Step 2: Configure general rules and reminders
Before connecting to specific channels, first complete the general settings that are effective for all channels.
- Configure basic session processing rules, such as automatic transfer rules and end session rules.
- Configure prompts displayed to visitors in different scenarios.
- Configure administrator message reminders, including notification rules and notification content for scenarios such as timeout and no response.
These rules will serve as a common basis for subsequent channel access and session processing.
Step 3: Build a customer service team
Session assignment depends on the configured support agents and customer service groups.
- Add the support agents who handle sessions in support agent management.
- Set up customer service groups for support agents.
- Configure customer service working hours and online status management methods.
- Confirm that the agent used for the first test can switch to online status.
The customer service group can then be used as the target of a session assignment rule.
Step 4: Create web channel plug-in
The web channel is accessed through plug-ins, allowing visitors to initiate online consultations on the corporate website.
- Create a web page channel in channel access and set the client window style.
- After saving, confirm in the preview area that the plug-in window appears as expected.
- Copy the system-generated web plug-in code.
- Embed the plug-in code into the specified page of the website.
Before officially conducting session testing, please complete the session allocation rule configuration in step 5 to ensure that guest messages can be allocated to the corresponding support agents.
Step 5: Configure session allocation rules
Session assignment rules determine how visitor inquiries are assigned to support agents, and how the session is handled when it enters waiting mode. Rules can be defined independently for each channel.
- Set the welcome message for the web channel after connecting it to the manual.
- Enable guest authentication as needed.
- Set the maximum number of customer service sessions. Sessions that exceed the upper limit will be processed according to waiting rules.
- Set how sessions are assigned to customer service groups: you can assign them according to rules or specify groups.
- Set the distribution method within the group, such as load distribution, round-robin distribution, or idle rate distribution.
- Set waiting rules, including the conditions for the session to enter waiting and whether to send message reminders.
Step 6: Verify support session
- Initiate a test inquiry in the preview window of the web channel plug-in.
- Confirm that the target support agent is online.
- Enter the customer service workbench and view the test session just initiated in the ongoing session list.
- Open the conversation and reply to confirm that the visitor receives the response.
The minimum configuration path from a visitor consultation to the first support session is complete.