🏢System settings
Basic
Includes corporate image settings, including settings such as "Change company logo" and "Company name."
Display your logo
Upload your company logo. All users will see the logo in the top left corner, on the login page, etc. The logo must meet the following restrictions: under 2MB and in .jpg, .jpeg, .bmp, or .png format.
Company Name
Edit your company name.
Message channels
Manage business logic related to message channels, including inbound rules and dispatch modes, greeting responses, idle settings for customer and agent conversations, and other rules.
The management items are divided into the following settings according to the entire conversation flow.
Customer adds channel as friend
Welcome message for adding friend
Message automatically sent when a customer adds the account as a friend; currently only supported for LINE Official Account channels.
Customer talks with bot
Bot cannot find a relevant response message
Sent when the "Auto Reply" feature is enabled and the bot cannot recognize or find a related knowledge base response; can be used to ask the customer whether to transfer to a human agent.
Before customer queues
Queueing during non-business hours
When a customer requests transfer to an agent outside business hours, whether they can be queued for system allocation.
Break period reminder message
Triggered when a customer is queued to the message queue for service by an agent and it happens to be a break period.
Non-business hours reminder message
Triggered when a customer is queued to the message queue for service by an agent and it happens to be non-business hours.
Waiting for agent response message
Triggered when a customer is transferred to an agent and enters the queue.
After customer queues
Dispatch mode
Choose a dispatch method to assign the customer to the most suitable agent for handling, performing fair allocation and ordering according to the selected mode.
Preferentially assign to the previous serving agent
If the customer's previous serving agent is online, they will be prioritized for assignment, but the agent's eligibility will still be determined based on skills, service limits, and other conditions.
Loose skill mode
When there are no online agents matching the required skills, the service will be assigned to other online agents who do not have the matching skills. If there are matching agents online, the current rules remain.
Maximum number of services an agent handles
When an agent's handling and assigned services reach the specified limit, no more services will be assigned to that agent until the number decreases, to maintain service quality.
When the assigned agent does not respond
When a service is assigned to an agent and the agent does not respond within the specified minutes, it will be reassigned to another agent.
Customer and agent in conversation
Agent acceptance message
Triggered when an agent accepts the service, informing the customer that service has begun.
When the customer becomes idle
After an agent sends a message and the customer gives no response for longer than the set time, a reminder message will be sent asking whether to continue the service and other applicable information. The time is calculated starting from the time of the agent's first message following the customer's message.
When the customer remains idle
If, after "When the customer becomes idle," the customer still does not respond until the set time, the conversation will be proactively ended.
When the agent becomes idle
Whenthe customer sends a messageorthe agent accepts the serviceand the responsible agent has no response for more than the specified time, a reminder message will be sent to both parties or the customer will be informed that the agent is busy. The time is calculated starting from the time of the customer's first message following the agent's message.
End of customer and agent conversation
Agent end-of-service message
When the agent ends the service, send a message to inform the customer.
Phone
Automatic creation of service record for outbound calls Whether this is enabled affects whether a service record is automatically created when the call is connected. If [Enabled]this option is on, a new service record will be automatically opened for the current agent when the outbound call is connected. If [Disabled]this option is off, you can manually create it after connection by clicking "Create service record" at the phone icon in the top right corner of the screen.
Auto ready after end of service When an agent finishes service and leaves the workspace, if the phone status is still "After Call Work," the status will automatically change to "Ready" after the specified seconds.
Help Center
In this tab, if you havepublic knowledge base articles, the URL in the image will direct to your "Public knowledge base external link", where you can set the webpage area color, homepage banner image, and other appearance styles to create a page more aligned with the corporate style.
Further reading
💡Knowledge base🚀GuidesLast updated