Customer and Agent Chatting Through the Web Channel

Scenario

A customer communicates with agent A through the web channel to query the call fee balance, and then rates the service after the conversation ends.

Procedure

A customer communicates with agent A through the web channel.

1. Sign in to system on the connection bar and set the agent to the idle state.
2. Open the customer conversation window.
   1. Choose Configuration Center > Access Configuration > Channel Configuration, click Edit corresponding to the new web channel, save the modification, and click Try on the Channel Integration tab page.
   2. On the page that is displayed, click in the lower right corner.
   3. In the Customer Service dialog box, enter the chat content, click Send, and check the reply of the agent.

      If the chat content entered by the customer contains keywords configured for agents, the agent identifies the keyword and replies to it. If the key word cannot be identified, the agent replies, for example, "Sorry, I cannot understand."

      

      • If the message of a customer fails to be sent, the icon is displayed before the message. You can click the icon to re-send the message.
      • When having a conversation with an agent, the customer can use the emoji emoticons provided by the system.

      The conversation window of the customer is as follows.

      

      The online chat workbench of agent A is as follows.

      

      

      • In the Current area, the chat content between the customer and agent is displayed. If the customer has historical conversations with an agent, the historical conversation records of the customer can be displayed in Current.
      • When the content entered by an agent is used in a historical conversation, the system automatically associates and displays related historical content for the agent to select, improving the business handling efficiency.
   4. Click in the online chat dialog box that is displayed, click Evaluate to rate the service of the current agent, including satisfaction score and content evaluation, and then click Submit.

      The customer can only evaluate the services of agents who have at least one dialog with the customer in the web channel. During and after a dialog, the customer can evaluate the services at any time. The last evaluation is used.