Published at: 2026-09-17
Online customer service core terms
Overview
This page describes Online Customer Service Product terms commonly used in configuration, hospitality, and operations analysis.
This reference page defines core terms commonly used in the Online Customer Service module to facilitate users and administrators to establish a unified understanding.
Definition list of core terms
| the term | English comparison | Definition and explanation |
|---|---|---|
| Web plug-in | Web Widget | Embed into the customer service chat window of the company’s official website or system, visitors can click to initiate real-time consultation. |
| ** Visitor User ** | Visitor | Unlogged or anonymous users who initiate consultations on the front-end web page. The system records this in the guest object by default. |
| ** External Users ** | Link User | Customers who have completed interconnected identity maintenance in the system. After configuring relevant permissions, External Users can perform self-service business operations; external users who do not maintain Internet identities need to be treated as guests, and guest identities must be enabled as needed. |
| Session | Session | The complete Communication Record between customer service and customers from the beginning to the end. |
| Pre-inquiry form | Pre-chat Form | Information collection form sent to customers prior to Contact Support access. Administrators can configure form sending methods and field requirements according to different channels, and can require customers to submit before entering a manual session. |
| Satisfaction rating | Satisfaction Evaluation | An evaluation mechanism for collecting customer feedback on service experience. Enterprises can configure the evaluation content, layout and sending rules according to Record Type and actual needs, and use the evaluation results for service quality analysis. |
| Customer Service Workbench | Customer Service Workspace | The core entrance for support agents to handle conversations. Press Session Status on the workbench to display the message list, supporting auxiliary capabilities such as replying to customer messages, viewing visitor and historical service information, calling the knowledge base, and using customer service AI assistants. |
| Session Assignment Rules | Session Assignment Rule | Rules used to determine how new incoming sessions should be assigned to agent groups or agents. Rules are configurable by channel and business criteria; sessions that do not match rules can be handled in a preset manner or the Online Customer Service administrator can be notified. |
| Agent | Seat / Agent Seat | The virtual seats corresponding to employee calls in Call Center need to be bound to the CRM employee account. |
| Service Request | Service Request | An after-sales demand submission and progress inquiry portal for end users, suitable for standardized service processes such as returns and exchanges, fault reporting, and technical support. Service requests can include Associated Account information, service type, Tracking Number and other after-sales data, and together with the work order form a closed loop of “application-execution-feedback”. |
| Case | Case | Service Record in the internal service processing process can accept service requests and record processing information, collaboration processes and results; it supports case merging, parent-child case association and other processing relationships. |