1. Bind customer service staff
Before using the web-based customer service tool, the mini program administrator must bind customer service staff in the mini program back end. A mini program currently supports binding up to 100 customer service staff.
2. Using the customer service tool
Staff who have been bound can scan a code to log in to the WeChat official platform’s web customer service tool and select the corresponding mini program account. After logging in they can see users talking to the mini program and choose to join the conversations.
3. Switching agent status
Click the online status to choose online, away, or log out.
4. Receiving messages
Manual pickup: after coming online, the agent clicks “pending” and can manually pick up conversations awaiting reply from the pending list.
Automatic pickup: when too many conversations are pending, automatic pickup can be enabled in Settings, then Pickup Settings.
Re-pickup: after logging out, or when a conversation is idle for more than half an hour, the agent must pick it up again to reactivate it.
5. Sending messages
In a joined conversation, the agent can talk with the user within 48 hours; text and image messages are currently supported.
Messages sent by fans can only be text and images.
The customer service feature keeps chat records in the cloud for 30 days. Click a conversation and scroll up to see earlier messages; download and export are not yet supported.
6. How fans start a conversation
When the developer creates the project and configures the interface, an entry button appears. One tap takes the user to the conversation page.
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