🏢System settings
Basic
Includes corporate branding settings, including “Change company logo”, “Company name” and other settings.
Display your logo
Upload your company logo. All users will see the logo in the top-left corner, 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.
Messaging channels
Manage business logic related to messaging channels, including inbound rules and assignment modes, greeting responses, rules for idle settings between customers and agents, etc. Management items are divided into the following settings according to the overall conversation flow.
Customer adds channel as friend
Friend-add welcome message
Message automatically sent when a customer adds the account as a friend; currently only supported for LINE Official Account channels.
Customer converses 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 relevant knowledge-base response; can be used to ask the customer whether they want to be transferred to a human agent.
Before customer is queued
Inbound during non-business hours
Whether requests to transfer to an agent during non-business hours can be queued for system assignment.
Break period reminder message
Triggered when a customer is queued for service by a customer service agent and it happens to be a break period.
Non-business hours reminder message
Triggered when a customer is queued for service by a customer service agent and it happens to be non-business hours.
Waiting for agent response message
Triggered when a customer is transferred to a customer service agent and enters the queue.
After customer is queued
Assignment mode
Choose an assignment method to assign the customer to the most suitable agent for handling, and distribute and order assignments fairly according to the selected mode.
Prioritize assigning to the last-serving agent
If the agent who last served the customer is online, they will be given priority. However, the system will still check conditions such as skills and service limits to determine whether the agent meets assignment criteria.
Loose-skill mode
When there are currently no online agents matching the required skills, assign to other online agents who do not have the matching skills. If matching agents are online, keep the current rules.
Maximum services an agent can handle
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 number of minutes, it will be reassigned to another agent.
During customer-agent conversation
Agent pick-up service message
Triggered when an agent picks up the service to inform the customer that service has started.
When the customer becomes idle
When an agent sends a message and the customer does not respond for longer than the configured time, a message will be sent to remind and ask whether to continue the service or similar actions. Time is calculated starting from the first agent message sent after the customer's message.
When the customer remains idle
If after “When the customer becomes idle” the customer still does not respond within the configured time, the conversation will be proactively ended.
When the agent becomes idle
Whenthe customer sends a messageorthe agent picks up the serviceand the responsible agent has no response for more than the specified time, a message will be sent to remind both parties or inform the customer that the agent is busy. Time is calculated starting from the first customer message sent after the agent's message.
Customer and agent conversation ended
Agent end-of-service message
Sent to inform the customer when the agent ends the service.
Phone
Automatically create service record for outbound calls
This setting affects whether the systemautomatically creates a service record.
If [On] this option is enabled, once an outbound call is connected, the system willautomatically create a new service record for the current agent.
If [Off] this option is disabled, after the call is connected the agent must manually click “Create service record” at the phone icon in the top-right of the screen to create it.
Timing of service record creation
This setting is used to decideTiming of service record creation, and you can choose to create it when the call is “ringing” or “connected”.
If you choose to create it when “ringing”, please note that thisdoes not mean the call has been successfully connected, so there may be no call recording; additionally, some telecom linesdo not support the “ringing” event, in which case a service record cannot be automatically created.
If you choose to create it when “connectedIf created when “connected”, the service record will be generated only after the actual call is established, and the information will be more complete.
If no setting is made, the system willdefault to creating at “connected”a service record.
Automatic ready reminder
“Automatic ready reminder” is used to display reminder notifications under specified conditions when the agent's status is “After-call work”, to help agents return to an available state in time. Conditions can be set as follows:
Remind immediately when status changes: Show the reminder as soon as the status meets the condition.
Any service completed: Trigger a reminder whenever any service ends.
Service completed and no services in progress: Only remind after all services are completed to avoid premature interruption.
Disabled: Do not show any automatic ready reminders
Automatic ready preparation time
This setting controls that after showing “Automatic ready reminder”, the system willcount down the specified number of seconds and thenautomatically switch the agent's status to “Ready”.
Please note that if the browser freezes, the page is in the background tab, or the system is suspended, the countdown may not proceed normally. You must return to the original page and interact for the countdown to continue.
Customer
Allow duplicate phone numbers
When enabled, the system willno longer check whether phone numbers are duplicated, meaning different customers can use the same phone number. However, this may causeautomatic customer identification difficulties on incoming calls.
If youuse phone number as the primary customer identifier, thenyou do not need to enable this setting, andit is not recommended to enable itto avoid confusion in subsequent identification and handling.
Email
Enable email attachments
When this setting is enabled, attachments will be sent asactual attachmentswhen agents send emails, rather than via a shared link.
Please note that sending as attachments may be subject torecipient limitations, such as file size limits or unsupported file types, which may cause sending to fail or be blocked.
Automatically quote the previous email
When this setting is enabled, when replying to an email the system willautomatically bring the previous email content into the input box, and the agent can still edit or adjust it before sending.
Please note thatthere is still a character limit for quoted content, and content exceeding the limit will not be included.
Append email reference number
When this setting is enabled, when replying to an email the system will automatically add the correspondingemail reference numberto the email subject, in the format ### (hash symbol plus number).
This helps agents and customersquickly locate and match a specific service recordduring back-and-forth communication, reducing lookup costs and improving overall handling efficiency.
Help Center
On this tab, if you already havepublic knowledge base articles, the URL shown in the image will direct to your “public knowledge base external link” page. Here you can setweb primary color, homepage banner image and other appearance stylesto create a knowledge base page that better matches your corporate brand style.
Include custom HTML
You can use this feature to add custom HTML, for example:
Use
<style>to adjust page stylesAdd tracking codes such as Google Analytics, Facebook Pixel, etc.
Embed a “live chat” code so customers can start a conversation directly from the Help Center
Further reading
💡Knowledge base🚀GuideLast updated