Sellers can use the main account/sub-account to log in to Webchat to receive chat messages from multiple stores.
1. Set up Webchat chat distribution
(1) Create a group
Before the sub-account receives store messages, the main account must set up the diversion of store messages. , so sellers need to create separate chat groups for each store. For example, if Mr. Chen wants Thai customer service Jiajia to reply to all customer messages in the Thai station, then he must add Jiajia to the chat group in the Thai station. The steps are as follows.
(1) Log in to the sub-account platform and select “Chat Assignment”, “Select Store” and “View Details”.
(2) Select to create a group and click “Create Now” on the “Assigned Group” interface to complete.
(3) Select the group name or click “Create New Group”.
(4) Add the corresponding customer service staff to the group. Note that only sub-accounts that have been granted Webchat permissions for the store by the main account will appear on this page.
(5) Check the chat source, which is the source of the chat message.
(6) After completion, members in the group can receive messages from the corresponding store on Webchat. If you need to receive messages from other stores, please repeat steps one to five.
(2) Change group information/close group
After creating a group, you can also change the specific information of the group, close the group and add a group. A store can Corresponds to multiple groups. Select the corresponding group that needs to be modified in “Assigned Groups”. In the “Pre-sales Customer Service” group, click the button in the upper right corner to select “Rename”, “Modify”, “Chat Source”, “Close”, “Delete” and other operations. At the same time, you can click “New Group” to add more groups.
2. Set up automatic replies
Log in to the sub-account platform and select “Chat Assignment”, “Select Store”, “View Details” and “Settings”, then choose to use automatic replies and edit the details content. The content of the automatic reply will become the public message of the store.
3. View customer service performance
Enter the sub-account platform and click “Chat Assignment” – “Performance Data” to view the performance of customer service staff. The definition of each indicator can be clicked ” Go back to check.
Other operations
1. View system operation records
Sellers can view all operation records of the sub-account platform and Seller Center in the “Activity Log” of the sub-account platform and operator.
2. Account settings
Sellers can log in to the sub-account platform and enter “My Account” and “Personal Profile” to view and change the information of the main account, including changing the name/email/phone number. Change login password, add merchants, etc.
In addition, you can click “Settings” to change the interface language.