Merchant Onboarding and Configuration
Sign up
Register as a merchant by clicking "Free Trial" on the official website: Fill in the merchant name, admin email, and password, and agree to the service agreement to activate a 14-day trial (2 seats, 500 free points, all features available).
Four-step initial setup
1. Embed the widget: Go to Merchant Dashboard → Channel Settings → Embed Code, and paste the code into your website (see integration documentation for details).
2. Add domain white list: Channel Settings → Domain White List, enter your website domain to prevent widget misuse.
3. Import knowledge base: Knowledge Base Management → Import, upload txt/md files or manually input common Q&A; AI will answer based on the knowledge base.
4. Add agents: Agent Management → Add Agent, enter the name, email, and initial password; agents need to change their password upon first login.
Business hours and AI settings
- Business hours: Set weekly service hours and exceptions for holidays; visitors can leave messages outside of business hours.
- AI settings: Choose an AI model (different models have different point prices per use), customer service persona, and rules for transferring to human agents (when AI can't answer, visitor requests, consecutive questions, or sensitive keywords are detected).
Renewal and Recharge
Before the trial ends, purchase a formal plan in Plans & Orders; AI usage is charged in points. If the balance is insufficient, purchase point packages in Point Recharge. There is a 3-day grace period after expiration, during which your data will always be retained.
Seat Reception Operations
Going Live for Support
After the agent logs in and enters the workspace, they switch the status to "Online" in the upper-right corner to start receiving tickets. Status descriptions:
- Online: Participate in automatic assignment and queue claiming
- Busy: No new sessions will be assigned, but ongoing sessions continue
- Offline: Exit support
Session Handling
The workspace has three sections: the left for session list (queue / mine / all), the middle for the chat area, and the right for visitor profile (identity, source page, history sessions, and notes).
- Claim a queued session: Click "Claim" in the queue list. AI has already generated a summary of the conversation history, so no need to ask from scratch.
- Quick replies: Type
/to bring up the script library (shared + personal), supports keyword search. - Internal notes: Notes are only visible to agents and admins, not to visitors, used for context handover.
- Transfer and return: Sessions can be transferred to other agents (with transfer notes), or returned to the queue.
Session Completion
Click "Resolve" after handling to end the session; the system sends a customer satisfaction evaluation (CSAT) to the visitor according to the configuration. Unresponsive sessions will be automatically resolved based on the merchant's settings.
Work Order Processing
When to Use Tickets
When a visitor's issue cannot be resolved immediately during the session (requiring development investigation, cross-department collaboration, or multi-day follow-up), transfer the session to a ticket for tracking and closure.
Creating Tickets
- Session to Ticket: Click "Convert to Ticket" in the chat area. The session context is automatically included, and you can add a title, category, priority, and assignee.
- Manual Creation: Click "New Ticket" on the ticket page.
Status Transitions
Tickets have five statuses: Pending → In Progress → Waiting for Confirmation → Resolved → Closed.
- After the assignee completes the work, the ticket is set to "Waiting for Confirmation". The creator or visitor confirms it to move it to "Resolved".
- Visitors can see the progress updates of their tickets in the widget (automatically notified).
Expiration and Escalation
Tickets can have a due time set. If not handled before the deadline, the assignee and administrator will be notified. The entire handling process is recorded in the ticket timeline: status changes, notes, and assignment adjustments are all traceable.
Knowledge Base Maintenance
Knowledge Base Determines AI Answer Quality
AI prioritizes retrieving relevant content from the knowledge base to answer questions. The more complete and accurate the knowledge base is, the higher the AI's ability to resolve issues independently, resulting in fewer transfers to human agents.
Entry Management
- The knowledge base management page organizes entries by category, with each entry being a pair of "question + answer".
- New or modified entries automatically rebuild their index upon saving, taking effect immediately.
- Agents can view the knowledge base (read-only), and modifications require admin permissions.
Batch Import
Upload txt/md file → System automatically segments by blank lines/headings → Preview and select needed segments, assign categories → Confirm import. The import runs in the background, indexing entries one by one; progress can be viewed on the page.
Questions to Supplement
Visitor questions that AI cannot answer will appear in the "Questions to Supplement" list (sorted by frequency). Regularly process them:
1. Click "Generate Automatically" to let AI draft an answer, which agents can review and then store in the knowledge base;
2. Or write manually;
3. Irrelevant questions can be ignored.
Consistently clean the "Questions to Supplement" list weekly, and the AI's resolution rate will steadily increase.
Interpreting Reports
Business Overview
The merchant backend homepage displays key metrics: today's session volume, AI resolution rate, average response time, credit balance, and consumption trends.
Report Descriptions
- Session Report: Session volume trends for the past 7/30 days, AI vs. agent reception ratio, and Top source pages (which pages have the most visitor inquiries).
- Timeliness Report: First response time and average handling time distribution to measure reception speed.
- Quality Report: Customer satisfaction (CSAT) score distribution and poor-rated session drilling to identify service issues.
- Agent Report: Each agent's reception volume, average response time, resolution count, and online duration, for performance reference.
- AI Usage: Call counts and credit consumption by model, to evaluate AI cost and cost-effectiveness.
Data Export
Data & System → Export: Sessions (including messages), tickets, and visitors can be exported as CSV (directly openable in Excel), for self-analysis or archiving. Export operations are recorded in the security logs.
Installation and Usage on Desktop
Installation
The official "Download" page provides installation packages according to the operating system: Windows (.msi), macOS (.dmg, dual architecture for Intel and Apple Silicon), Linux (.AppImage/.deb). After installation, opening it for the first time will directly show the login page (the server address is pre-configured, no additional setup is needed).
Common Features
- System Tray: Closing the window by default minimizes it to the tray instead of exiting; the tray menu allows switching between online/busy/offline status and displays unread count badges.
- Notifications: New sessions and new messages trigger system notifications; clicking jumps to the corresponding session. "Busy" status enables automatic do-not-disturb.
- Global Shortcut Key: The main window can be invoked with the default shortcut
Ctrl/Cmd+Shift+K, which can be changed in the settings. - Startup at Boot / Single Instance: Startup at boot can be enabled in the settings; launching the app multiple times will focus the existing window instead.
- Auto Update: Updates are checked 30 seconds after startup and every 6 hours thereafter. After downloading the update, a prompt to restart will appear; mandatory updates require immediate installation.
Relationship between Desktop and Web Versions
All features are identical (same interface). The desktop version provides additional support for the system tray, notifications, shortcut keys, and network disconnection reconnection prompts, making it suitable for agents who need to keep the app running all day for customer service.
Multilingual and Translation Notes
UI Language
The five platforms (merchant backend, agent workspace, visitor widget, agent console, and platform console) support ten UI languages: Simplified Chinese, Traditional Chinese, English, العربية, Español, 日本語, 한국어, Русский, Français, and Deutsch. The entire site uses right-to-left (RTL) layout for Arabic. Changing the UI language in personal settings takes effect immediately and follows the account.
Visitor Language
The widget determines the language according to "visitor's manual selection → channel's default language → browser language". Welcome messages, privacy prompts, and system messages are displayed in the visitor's language.
Real-time Translation
After agents set their working language in personal settings, conversations with a different visitor language are automatically bidirectionally translated: visitor messages are translated into the agent's working language, and agent responses are translated back into the visitor's language (visitors always see their own language). No translation or credit deduction occurs if both parties use the same language. Translation consumes credits based on the selected translation model's unit price. When taking over another agent's conversation, the last 20 messages are automatically translated.
Data Scope
Exported data and reports display time based on the merchant's timezone; amounts are shown in the order's currency, and reports are statistically separated by currency without currency conversion.