Enterprises can employ the customer service management feature to perform various operations such as adding, deleting, modifying, and querying customer service staff.
Adding Agent
1. Simply visit the Management Console, select Agent from the left navigation pane to enter the Customer Service Management page. Click Add agent in the upper left corner of the Customer Service Management page.
2. Fill in the information such as customer service name, nickname, service number, email and role. After filling in the details, click the Confirm button. Upon successful addition, the system will send an email to the customer service personnel containing a random password. The agent then can log in after checking their email.
Note
The skills group is not a mandatory field. You can create a skills group and then include customer service representatives into the appropriate skills group through skills group management.
Batch add agent
1. At the top left of the customer service management page, click on Batch add agent.
2. In the Batch Import dialogue box, click on Download Template. Fill in the table within the template with information like the customer service representative's name, nickname, service number, email and role.
3. Click on Upload File after completing the form. Once the upload is successful, click on Confirm. Once added, the system will send an email containing a random password to the customer service's email. You can prompt customer service to log in after checking the email.
Password Reset
If the customer service forgets the password or does not receive an email with a random password, the administrator can click on Password Reset in the operation column of the target customer service. This action will send an email to the customer service's email containing a random password. The original password will be invalidated. You can prompt customer service to log in to the mailbox to check the new random password.
Edit Agent
You can modify the customer service name, nickname and skill group information by clicking Edit in the operations column for the target agent. Other information cannot be modified temporarily, but you can delete the customer service and add it again.
Delete agent
Click Delete in the operation column of the target customer service. After deleting, this agent will not be able to log in.
Force Offline
Click Force Offline in the operation column of the target service. After operation, this agent cannot log in again.
Resume Online
After setting the mandatory offline for the agent, if you need to relieve the login restriction on the agent, you can click Resume Online in the operation column of the target customer service, and the agent can log in continuously.
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