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In-app Chat Channel

Last updated: 2024-02-06 09:40:59


    It's necessary to first integrate Chat SDK. Afterwards, messages sent to customer service virtual numbers by users under the administration of chat can be configured to divert to different live customer service agents.
    Customer Service Virtual Number: A unified gateway for user enquiries to customer service. Upon enquiry to this virtual number, a conversation service flow will be triggered and configured to redirect to various live customer service agents.
    Please Note:
    The virtual number is an ordinary account in your chat application, which will have no actual users or customer service representatives logging in.


    1.Refer to Quick Start guide to understand the relevant terms and configurations for online customer service, and complete the following steps: adding customer service, configuring skill groups, and creating a session service flow.
    1. Integrate IM SDK and successfully run features like login and sending individual chat messages. Please refer to UI Integration Solution (Recommended).

    Configure the in-app chat channel

    1. Navigate to the channel management page, select the In-app chat channel, and click 'Add Chat Customer Service Virtual Number'.
    2. In the pop-up window, set up the profile picture and name, and associate it with the conversation service flow that has been created.

    Integrating Chat Applications

    You may follow the steps below to integrate the Online Customer Service in-app chat channel.

    Step 1. Obtain the Customer Service Virtual Number UserID

    Upon the creation of the chat customer service virtual number, you can view the chat UserID of the virtual number for the corresponding SdkAppId in the virtual number list.

    Step 2. Initiate conversation service flow

    Based on the acquired virtual number user ID, sending messages to the virtual number will trigger the conversation service flow associated with your virtual number.
    Please Note:
    The rendering of custom messages in online customer service can utilize our UI component library (web (includes UI)/Flutter (includes UI)), follow the steps outlined in the document to swiftly render all online customer service custom messages and accomplish message interaction. You can also opt for self-rendering by following the IM SDK Integration guide (no UI).

    Step 3: The agent's workstation processes user inquiries

    After you trigger the node for transferring to human service in the client-side session service flow, the agent can handle user inquiries in the workstation.
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