{"data":{"id":"1064","string_id":"bKxCLl","status":"1","parent_id":"0","slug":"bKxCLl","order":"9","name":"05 Chat","type":"1","cover":"","cover_alt":"","desc":null,"website":"","contact":"","seo_title":"","seo_keyword":"","seo_desc":"","author":"","published_time":"1679304053","add_time":"1679304053","update_time":"1730288992","corp_auth_id":"0","verify_code_auth_id":"0","editor_type":"1","tags":[],"child":[{"id":"1065","string_id":"17NIIO","status":"1","parent_id":"1064","slug":"17NIIO","order":"0","name":"Inbox","type":"2","cover":"","cover_alt":"","desc":null,"website":"","contact":"","seo_title":"","seo_keyword":"","seo_desc":"","share_switch":"0","share_code":"","author":"","published_time":"1679304054","add_time":"1679304054","update_time":"1730288992","corp_auth_id":"0","verify_code_auth_id":"0","editor_type":"1","file_type":"","auth_id":"[\"1064\"]","content":{"content_id":"1065","content":"

1. <\/strong>Introduction<\/h1>\n\n\n\n
In this function, it can realize online communication with multi-channel users, overview the overall chat situation, chat interface, customer-related information, with real-time translation, adding session tags and visitor tags, recommending products, inviting user reviews, etc. It helps merchants efficiently communicate with multi-channel users and develop subsequent operation strategies, and improve merchants\u2019 efficiency in handling user messages and operational efficiency.<\/p>\n\n\n\n
2. Instructions<\/strong><\/h1>\n\n\n\n
2.1 Overview Chat<\/strong><\/h2>\n\n\n\n
Filtering by channel or unread status allows you to effectively and quickly view unread user messages and filter users by channel for specific channels.<\/li><\/ul>\n
<\/p>\n\n\n
Search Users:<\/strong> Search users by username to quickly find them and enter the chat.<\/li><\/ul>\n
<\/p>\n\n\n
User Online Status: You can check whether the user is online or not, note that the online status is only available for chat plugin channel users.<\/li><\/ul>\n
<\/p>\n\n\n
Session Status: <\/strong>View the session status of \u201cBot Hosted\u201d, \u201cUnassigned\u201d and \u201cAssigned\u201d, so that customer service can know which users have not been assigned and which are still hosted.<\/li><\/ul>\n
<\/p>\n\n\n
2.2 Chat Interface<\/strong><\/h2>\n\n\n\n
2.2.1 Real-time translation<\/h3>\n\n\n\n
Real-time translation: <\/strong>Click \u201cStart Online Translation\u201d function, you can select the language used by the customer and set the language you use, and then automatically translate the message between the two sides to facilitate cross-language communication and improve the efficiency of communication.<\/li><\/ul>
\u2460 Automatic translation of messages to be sent to customers (see red arrow)\u2461 Automatically translate messages to be sent to customers (see blue arrow)\u2462 Stop translation: When you don\u2019t need to translate messages automatically, click \u201cStop translation\u201d; if you need to translate a single message, click the translation button next to the single message.<\/p>\n\n\n\n
<\/p>\n\n\n
2.2.2 Session Hosting<\/h3>\n\n\n\n
Session hosting: <\/strong>You can choose whether or not to host the conversations in the chat. After opening the hosting, you can automate the management of the messages sent by users, and customer service can either manually handle the messages sent by customers or automatically reply to them with the help of bots to improve the efficiency of handling user messages.<\/li><\/ul>\n
<\/p>\n\n\n
2.2.3 Adding Session Tags<\/h3>\n\n\n\n
Session tagging: <\/strong>Customer service can tag sessions for easy chat quality control\/audit by supervisors in [Session Management].<\/li><\/ul>\n
<\/p>\n\n\n
2.2.4 Handling single messages<\/h3>\n\n\n\n
Reply to single messages, suggest answers, add to FAQ, and translation<\/li><\/ul>
\u2460 Customer service can reply to a single message<\/strong><\/p>\n\n\n\n
<\/p>\n\n\n
\u2461 Recommended<\/strong> answers<\/strong><\/p>\n\n\n\n
<\/p>\n\n\n
\u2462 Add to the FAQ<\/strong><\/p>\n\n\n\n
<\/p>\n\n\n
\u2463 Translation<\/p>\n\n\n\n
<\/p>\n\n\n
2.2.5 Recommended Products<\/h3>\n\n\n\n
This feature is currently only available for independent merchants. After an independent merchant binds salesmartly, the customer service can send product cards to the user in the chat interface to directly guide the customer to place an order.<\/li><\/ul>
<\/p>
2.2.6 Send Email<\/strong><\/h3>\n\n\n\n
\u53ef\u4ee5\u7528\u90ae\u4ef6\u7684\u5f62\u5f0f\u56de\u590d\u5ba2\u6237\u7684\u6d88\u606f<\/li><\/ul>
\u2460 You can reply to customer messages by email.<\/p>\n\n\n\n
<\/p>\n\n\n
\u2461 In \u201cSettings \u2014Chat Plugin\u201d, enter \u201cEdit Plugin\u201d and set \u201cSurvey before chatting \/ Leave information offline\u201d function to collect users\u2019 email information, so you can use email to reply to users\u2019 messages in the chat box.<\/p>\n\n\n\n
<\/p>\n\n\n
2.2.7 Rating<\/h3>\n\n\n\n
In the chat interface, customer service can send \u201cInvitation to Rate\u201d to users, and users receive the invitation to rate and evaluate.<\/li><\/ul>\n
<\/p>\n\n\n
You can view the user\u2019s evaluation details in the \u201cSession Management\u201d section after the user has finished the evaluation.<\/p>\n\n\n\n
<\/p>\n\n\n
2.2.8Messenger message labels<\/h3>\n\n\n\n
Messenger Message Tags:<\/strong> When a session in Messenger is older than 7 days, customer service needs to select the tags related to the content to send together when entering the message in the chat box.<\/li><\/ul>
\u2460 Confirm Event Updates: Send reminders or updates to users who have registered for an event (e.g. responded to an invitation, purchased tickets) for upcoming and ongoing events.<\/p>\n\n\n\n
Sending reminders to users of scheduled upcoming classes, appointments or events.<\/li>
Confirming that the user has made a reservation or attended an event or appointment to which he or she has accepted an invitation.<\/li>
Notifying users of transportation or trip scheduling news, such as arrivals, cancellations, baggage delays or other status changes.<\/li><\/ul>
\u2461 After-sales updates: Notify users of updates to recently purchased items for:<\/p>\n\n\n\n
Transaction confirmation, such as a statement or receipt.<\/li>
Notification of delivery status, such as items in transit, shipped, delivered or delayed.<\/li>
Changes related to orders already placed by the user, such as declined credit cards, out-of-stock items or other order updates that require action by the user.<\/li><\/ul>
\u2462 Account Update: Notifies users of non-recurring changes to their application or account for:<\/p>\n\n\n\n
Changes in application status (e.g. credit cards, positions).<\/li>
Notifications of suspicious activity (e.g. fraud alerts), etc.<\/li><\/ul>\n
<\/p>\n\n\n
2.3 User information column<\/strong><\/h2>\n\n\n\n
2.3.1 View User Info<\/h3>\n\n\n\n
Basic user information: <\/strong>You can view user information, including the source channel, language used by the user, gender, and time zone, to help enrich the user\u2019s profile for accurate marketing.<\/li><\/ul>\n
<\/p>\n\n\n
2.3.2 Add visitor tags and notes<\/h3>\n\n\n\n
Add visitor tags, notes and blackout to users for easy subsequent management of users.<\/li><\/ul>\n
<\/p>\n\n\n
2.3.3 Reassign customer service<\/h3>\n\n\n\n
Reassign customer service to users:<\/strong> When customer service cannot solve a user\u2019s problem, the user can be reassigned to another customer service to finally be able to solve the user\u2019s problem.<\/li><\/ul>
<\/p>
2.3.4 View user browse tracks<\/h3>\n\n\n\n
View the user\u2019s browse track, you can see the user\u2019s first visit and the track of recent visits.<\/li><\/ul>
<\/p>
3. Frequently Asked Questions<\/h1>\n\n\n\n
1\uff09Q\uff1aIf customer service can\u2019t solve the user\u2019s problem when he or she is docked, how can it be solved?<\/p>\n\n\n\n
A\uff1aYou can select \u201cReassign\u201d in the user information field, so that you can assign users to other customer service, but this feature requires permission to use, permission issues see \u201cTeam\u201d settings in \u201cSettings\u201d.<\/p>\n\n\n\n
2\uff09Q\uff1aHow does customer service handle messages after 24 hours of Facebook\u2019s Messenger messages?<\/p>\n\n\n\n
A\uff1aYou will need to select the tags that are relevant to the content you are sending, i.e. \u201cConfirm Event Updates\u201d, \u201cAfter Sales Updates\u201d, \u201cAccount Updates\u201d, and then enter the content that is relevant to the tag subject.<\/p>\n\n\n\n
3\uff09Q\uff1aWhere can I view the evaluation details after sending an \u201cinvitation to evaluate\u201d to a user?<\/p>\n\n\n\n
A\uff1aWhen you enter \u201cSession Management\u201d, you can see the corresponding user ratings and user feedback.<\/p>","pure_content":"1. Introduction\n\n\n\nIn this function, it can realize online communication with multi-channel users, overview the overall chat situation, chat interface, customer-related information, with real-time translation, adding session tags and visitor tags, recommending products, inviting user reviews, etc. It helps merchants efficiently communicate with multi-channel users and develop subsequent operation strategies, and improve merchants\u2019 efficiency in handling user messages and operational efficiency.\n\n\n\n2. Instructions\n\n\n\n2.1 Overview Chat\n\n\n\nFiltering by channel or unread status allows you to effectively and quickly view unread user messages and filter users by channel for specific channels.\n\n\n\nSearch Users: Search users by username to quickly find them and enter the chat.\n\n\n\nUser Online Status: You can check whether the user is online or not, note that the online status is only available for chat plugin channel users.\n\n\n\nSession Status: View the session status of \u201cBot Hosted\u201d, \u201cUnassigned\u201d and \u201cAssigned\u201d, so that customer service can know which users have not been assigned and which are still hosted.\n\n\n\n2.2 Chat Interface\n\n\n\n2.2.1 Real-time translation\n\n\n\nReal-time translation: Click \u201cStart Online Translation\u201d function, you can select the language used by the customer and set the language you use, and then automatically translate the message between the two sides to facilitate cross-language communication and improve the efficiency of communication.\u2460 Automatic translation of messages to be sent to customers (see red arrow)\u2461 Automatically translate messages to be sent to customers (see blue arrow)\u2462 Stop translation: When you don\u2019t need to translate messages automatically, click \u201cStop translation\u201d; if you need to translate a single message, click the translation button next to the single message.\n\n\n\n\n\n\n2.2.2 Session Hosting\n\n\n\nSession hosting: You can choose whether or not to host the conversations in the chat. After opening the hosting, you can automate the management of the messages sent by users, and customer service can either manually handle the messages sent by customers or automatically reply to them with the help of bots to improve the efficiency of handling user messages.\n\n\n\n2.2.3 Adding Session Tags\n\n\n\nSession tagging: Customer service can tag sessions for easy chat quality control\/audit by supervisors in [Session Management].\n\n\n\n2.2.4 Handling single messages\n\n\n\nReply to single messages, suggest answers, add to FAQ, and translation\u2460 Customer service can reply to a single message\n\n\n\n\n\n\n\u2461 Recommended answers\n\n\n\n\n\n\n\u2462 Add to the FAQ\n\n\n\n\n\n\n\u2463 Translation\n\n\n\n\n\n\n2.2.5 Recommended Products\n\n\n\nThis feature is currently only available for independent merchants. After an independent merchant binds salesmartly, the customer service can send product cards to the user in the chat interface to directly guide the customer to place an order.2.2.6 Send Email\n\n\n\n\u53ef\u4ee5\u7528\u90ae\u4ef6\u7684\u5f62\u5f0f\u56de\u590d\u5ba2\u6237\u7684\u6d88\u606f\u2460 You can reply to customer messages by email.\n\n\n\n\n\n\n\u2461 In \u201cSettings \u2014Chat Plugin\u201d, enter \u201cEdit Plugin\u201d and set \u201cSurvey before chatting \/ Leave information offline\u201d function to collect users\u2019 email information, so you can use email to reply to users\u2019 messages in the chat box.\n\n\n\n\n\n\n2.2.7 Rating\n\n\n\nIn the chat interface, customer service can send \u201cInvitation to Rate\u201d to users, and users receive the invitation to rate and evaluate.\n\n\n\nYou can view the user\u2019s evaluation details in the \u201cSession Management\u201d section after the user has finished the evaluation.\n\n\n\n\n\n\n2.2.8Messenger message labels\n\n\n\nMessenger Message Tags: When a session in Messenger is older than 7 days, customer service needs to select the tags related to the content to send together when entering the message in the chat box.\u2460 Confirm Event Updates: Send reminders or updates to users who have registered for an event (e.g. responded to an invitation, purchased tickets) for upcoming and ongoing events.\n\n\n\nSending reminders to users of scheduled upcoming classes, appointments or events.Confirming that the user has made a reservation or attended an event or appointment to which he or she has accepted an invitation.Notifying users of transportation or trip scheduling news, such as arrivals, cancellations, baggage delays or other status changes.\u2461 After-sales updates: Notify users of updates to recently purchased items for:\n\n\n\nTransaction confirmation, such as a statement or receipt.Notification of delivery status, such as items in transit, shipped, delivered or delayed.Changes related to orders already placed by the user, such as declined credit cards, out-of-stock items or other order updates that require action by the user.\u2462 Account Update: Notifies users of non-recurring changes to their application or account for:\n\n\n\nChanges in application status (e.g. credit cards, positions).Notifications of suspicious activity (e.g. fraud alerts), etc.\n\n\n\n2.3 User information column\n\n\n\n2.3.1 View User Info\n\n\n\nBasic user information: You can view user information, including the source channel, language used by the user, gender, and time zone, to help enrich the user\u2019s profile for accurate marketing.\n\n\n\n2.3.2 Add visitor tags and notes\n\n\n\nAdd visitor tags, notes and blackout to users for easy subsequent management of users.\n\n\n\n2.3.3 Reassign customer service\n\n\n\nReassign customer service to users: When customer service cannot solve a user\u2019s problem, the user can be reassigned to another customer service to finally be able to solve the user\u2019s problem.2.3.4 View user browse tracks\n\n\n\nView the user\u2019s browse track, you can see the user\u2019s first visit and the track of recent visits.3. Frequently Asked Questions\n\n\n\n1\uff09Q\uff1aIf customer service can\u2019t solve the user\u2019s problem when he or she is docked, how can it be solved?\n\n\n\nA\uff1aYou can select \u201cReassign\u201d in the user information field, so that you can assign users to other customer service, but this feature requires permission to use, permission issues see \u201cTeam\u201d settings in \u201cSettings\u201d.\n\n\n\n2\uff09Q\uff1aHow does customer service handle messages after 24 hours of Facebook\u2019s Messenger messages?\n\n\n\nA\uff1aYou will need to select the tags that are relevant to the content you are sending, i.e. \u201cConfirm Event Updates\u201d, \u201cAfter Sales Updates\u201d, \u201cAccount Updates\u201d, and then enter the content that is relevant to the tag subject.\n\n\n\n3\uff09Q\uff1aWhere can I view the evaluation details after sending an \u201cinvitation to evaluate\u201d to a user?\n\n\n\nA\uff1aWhen you enter \u201cSession Management\u201d, you can see the corresponding user ratings and user feedback.","is_draft":"0","editor_type":"1","file_path":"","add_time":"1679304054","update_time":"1679304359"},"pure_content":"1. Introduction\n\n\n\nIn this function, it can realize online communication with multi-channel users, overview the overall chat situation, chat interface, customer-related information, with real-time tra"},{"id":"1066","string_id":"Z5aYgo","status":"1","parent_id":"1064","slug":"Z5aYgo","order":"0","name":"Automation","type":"2","cover":"","cover_alt":"","desc":null,"website":"","contact":"","seo_title":"","seo_keyword":"","seo_desc":"","share_switch":"0","share_code":"","author":"","published_time":"1679304054","add_time":"1679304054","update_time":"1730288992","corp_auth_id":"0","verify_code_auth_id":"0","editor_type":"1","file_type":"","auth_id":"[\"1064\"]","content":{"content_id":"1066","content":"
1. Introduction<\/h1>\n\n\n\n
With this feature, you can create an automated response process so that the bot can help you to reply to visitor messages, solve visitors\u2019 initial doubts, guide visitors to place orders, etc., thus you can improve the efficiency of customer inquiries and reduce the rate of customer complaints.<\/p>\n\n\n\n
2. Instruction<\/h1>\n\n\n\n
2.1 Create automated processes<\/h2>\n\n\n\n
\u2460 At [ Chat ] \u2013 [ Automation ], click \u201cNew flow\u201d to enter the page of editing automation process<\/p>\n\n\n\n
<\/p>\n\n\n
\u2461 Select a trigger<\/p>\n\n\n\n
Click on the \u201cTrigger\u201d to add and delete triggers, edit and modify trigger conditions and other operations<\/p>\n\n\n\n
Add Trigger: Click \u201c\uff0bAdd Trigger\u201d, select the trigger you want to add in the trigger form and click it, some triggers also need to edit the trigger conditions, after editing, you have added the trigger.<\/li>
Delete Trigger: Move your mouse to the trigger you want to delete, and click \u201c\u2573\u201d to delete the trigger.<\/li>
Edit trigger conditions: If you want to modify the trigger conditions, click the \u201cTrigger\u201d module to modify the conditions of the trigger you want to modify; or edit the trigger conditions when adding a new trigger, such as selecting the \u201ckeyword\u201d trigger. For example, if you choose \u201ckeyword\u201d trigger, you need to improve the keyword of the trigger process and select the matching status.<\/li><\/ul>\n
<\/p>\n\n\n
\u25fc Trigger Description<\/h2>\n\n\n\n
There are three categories of triggers: \u201cGeneral\u201d, \u201cChat Plugin\u201d and \u201cFacebook\u201d. The \u201cGeneral\u201d category refers to triggers that are applicable to all channels. The \u201cChat Plugin\u201d category refers to triggers that apply only to the \u201cChat Plugin\u201d. The \u201cFacebook\u201d category refers to triggers that apply only to Facebook. You can choose different types of triggers and set up different automation processes for different situations.<\/p>\n\n\n\n
General\uff1a<\/mark><\/strong><\/p>\n\n\n\n
<\/p>
\n
\u3010Keyword\u3011<\/strong>The process that can be triggered if the visitor sends a set keyword.Perfect match:<\/span> The process is triggered when the visitor sends a message with keywords.Fuzzy match:<\/span> The process is triggered when the message sent by the visitor contains the keyword.<\/p>\n\n\n\n\n
<\/p>
\n
\u3010Inquiry order (AI)\u3011<\/strong>When the visitor message contains the intention of order consultation, such as: whether the order has been shipped, how to check the logistics status, etc., the system will automatically trigger the process. To use this trigger, you need to set the session language.<\/p>\n\n\n\n\n
<\/p>
\n
\u3010Greeting(AI)\u3011<\/strong>When the visitor message is greeting, such as Hi, Hello, etc., the system will automatically trigger the process. To use this trigger, you need to set the session language.<\/p>\n\n\n\n\n
<\/p>
\n
\u3010Gratitude(AI)\u3011<\/strong>The system will automatically trigger the process when the visitor message is an expression of gratitude, such as Thank you! Thanks, etc. To use this trigger, you need to set the session language.<\/p>\n\n\n\n\n
<\/p>
\n
\u3010Logistics Policy(AI)\u3011<\/strong>The system will automatically trigger the process when the visitor message is when they want to ask logistics related questions, such as logistics cost, delivery time, etc. To use this trigger, you need to set the session language.<\/p>\n\n\n\n\n
<\/p>
\n
\u3010Customer service timeout without reply\u3011<\/strong>If customer service does not respond to a visitor after the time interval you have set, the system will automatically trigger the process.<\/p>\n\n\n\n\n
<\/p>
\n
\u3010Visitor timeout without reply\u3011<\/strong>If the visitor does not reply to the message within the time you set, the system will automatically trigger the process.<\/p>\n\n\n\n\n
Chat Plugin<\/mark><\/strong><\/p>\n\n\n\n
<\/p>
\n
\u3010Chat window expand\u3011<\/strong>When a visitor expands the chat window while you are not hosting a session, the system will automatically trigger the process (repeated expansions within an hour will only trigger once).<\/p>\n\n\n\n\n
<\/p>
\n
\u3010New Visitor\u3011<\/strong>When a new visitor enters the website, the system will automatically trigger the process.<\/p>\n\n\n\n\n
<\/p>
\n
\u3010Old Visitor\u3011<\/strong>The system will automatically trigger the process after the old visitor enters the website 24 hours after the first visit, and the trigger limit can be set at the same time.<\/p>\n\n\n\n\n
<\/p>
\n
\u3010Visit specific pages\u3011<\/strong>The process will be triggered when the visitor enters the interface you set. Perfect match: <\/span>The process will be triggered if the URL you entered is the URL the visitor visited. Fuzzy match: <\/span>the process will be triggered if the visitor visits the URL that contains the URL you entered.You can also set the trigger limit, such as only trigger once in 24 hours, unlimited, etc.<\/p>\n\n\n\n\n
<\/p>
\n
\u3010Visitor Retention\u3011<\/strong>The system will automatically trigger the process after the visitor fills in the information at the pre-chat survey, the offline reservation and the promotion card.<\/p>\n\n\n\n\n
<\/p>\n\n\n\n
Facebook\u7c7b<\/mark><\/strong><\/p>\n\n\n\n
<\/p>
\n
\u3010Click ad\u3011<\/strong>Visitors click on the ads you place to trigger the process.<\/p>\n\n\n\n\n
<\/p>
\n
\u3010Messenger url\u3011<\/strong>Displaying a Messenger link off-site on Facebook and visitors clicking on your Messenger link will automatically trigger the process.Note:<\/strong> Your Messenger link needs to have the source ref parameter at the end.<\/p>\n\n\n\n\n
<\/p>
\n
\u3010Messenger Chat plugin\u3011<\/strong>A visitor tapping on your installed Facebook chat plugin will automatically trigger the process.<\/p>\n\n\n\n\n
\u2462 Adding steps<\/p>\n\n\n\n
Click \u201c+\u201d to add a new step, select a condition<\/span><\/strong> or an action<\/span><\/strong><\/p>\n\n\n\n
<\/p>
\u25fc Condition Description<\/h2>\n\n\n\n
After adding \u201ccondition\u201d, when the automation process runs to \u201ccondition\u201d, it will automatically determine whether the condition is matched or not, and then continue to run according to the process you set up.<\/p>\n\n\n\n
<\/p>
\n
\u3010Guest Language\u3011<\/strong>When you run to the \u201ccondition\u201d, the system will automatically determine whether the visitor\u2019s language matches the condition, and then continue to run according to the process you have set up.<\/p>\n\n\n\n\n
<\/p>
\n
\u3010Country\/Region\u3011<\/strong>When you run to the \u201ccondition\u201d, the system will automatically determine whether the visitor\u2019s region matches the condition, and then continue to run according to the process you have set up.<\/p>\n\n\n\n\n
<\/p>
\n
\u3010Auto Schedule\u3011<\/strong>When running to the \u201ccondition\u201d, the system will automatically determine whether the visitor access time matches the conditions of the automatic execution time you set, and then continue to run according to the process you have set.<\/p>\n\n\n\n\n
<\/p>
\n
\u3010Designated Posts\u3011<\/strong>When you run to this \u201ccondition\u201d, the system will automatically determine whether it matches the post you have selected.<\/p>\n\n\n\n\n
\u25fc Action Description<\/h2>\n\n\n\n
\u201cActions\u201d are actions that the system initiates for visitors, such as sending messages and ending sessions.<\/p>\n\n\n\n
<\/p>
\n
\u3010Send Message\u3011When the system performs this action, it sends a message to the visitor. The message type can be text, image, language or a combination of these, and a button can be added to continue the connection to the next action.<\/p>\n\n\n\n\n
<\/p>
\n
\u3010Ask a question\u3011When the system performs this action, it sends the visitor the question that needs to be asked.<\/p>\n\n\n\n\n
<\/p>
\n
\u3010End Session\u3011When the system performs this action, the session will be automatically ended and the session will not appear on the chat page, so you need to check the session with the visitor in the session management.<\/p>\n\n\n\n\n
<\/p>
\n
\u3010Send email\u3011When the system performs this action, an email will be sent to the user.<\/p>\n\n\n\n\n
<\/p>
\n
\u3010Assigning Customer Service\u3011When the system performs this action, unassigned sessions can be assigned to the specified customer service.<\/p>\n\n\n\n\n
<\/p>
\n
\u3010Promotional Card\u3011When the system performs this action, it sends a promotional card to the visitor, who fills in the email address to receive the coupon. To use this action, you need to improve the discount, promotional copy, button text and other information.<\/p>\n\n\n\n\n
<\/p>
\n
\u3010Facebook Comment Reply\u3011When the system performs this action, it automatically replies, likes and hides Facebook post comments, and the type of comments replied to can be a combination of text, images or graphics.<\/p>\n\n\n\n\n
<\/p>
\n
\u3010Turn to Unassigned Sessions\u3011<\/p>\n\n\n\n
When the system performs this action, it transfers the session to the Unassigned Sessions list.Note: <\/strong>Assigned sessions cannot be transferred to unassigned sessions<\/p>\n\n\n\n\n
<\/p>
\n
\u3010Delay\u3011When the system executes this action, it will delay the execution of the next action, so after setting this delay action, you need to add other actions to take effect.<\/p>\n\n\n\n\n
<\/p>
\n
\u3010Quick Reply\u3011When the system performs this action, a quick reply button is sent. The visitor clicks the button to get the message.<\/p>\n\n\n\n\n
\u2463 Connecting triggers, conditions, and actions<\/p>\n\n\n\n
Once you set the trigger, condition and action, you need to associate the nodes with each other by connecting them. If you want to unlink the nodes, move your mouse to the link and click \u201c\u2573\u201d to unlink them.<\/p>\n\n\n\n
<\/p>
<\/p><\/figure>
\u2464 After setting up the above steps, click \u201cCreate\u201d, select the category and name it to create your automated process. At the same time, you can also click \u201cTest\u201d to experience the effect of the process.<\/p>\n\n\n\n
<\/p>\n\n\n
Other operations<\/li><\/ul>
Automation layout: when clicked, it will automatically adjust the overall layout of the automation process you have set up.Automation guide: here is a simple automation setup tutorial that will help you quickly create and set up automation tutorials.<\/p>\n\n\n\n
<\/p>
Classify automation processes<\/li><\/ul>
At [Automation] \u2013 [My Automation], click the \u201c+\u201d next to \u201cAll Categories\u201d, enter the category name, and click \u201cOK\u201d to create your automation process category.<\/p>\n\n\n\n
<\/p>
After creating a category, click \u201cSave\u201d on the Edit Automation Process page and then select your category for the automation process in the \u201cCategories\u201d section.<\/p>\n\n\n\n
<\/p>
Edit, test, copy, and delete automated processes<\/li><\/ul>
In the \u201cMy Automation\u201d list, you can view the automation processes you have created, see their activation status, supported channels, categories, and edit, test, copy, and delete them. In addition to editing the automation process by clicking the \u201cEdit\u201d button after the automation process you selected, you can also click the automation process name to go to the edit page.<\/p>\n\n\n\n
<\/p>
2.2 Introduction to automation templates<\/h2>\n\n\n\n
In addition to the ability to create automated processes, SaleSmartly also provides you with automated process templates that allow you to quickly use automated processes to increase sales and solve problems. Select a template from \u201cRecommended Templates\u201d, click \u201cUse\u201d and then click \u201cOK\u201d to use the automated process, or you can click \u201d Test\u201d to experience the automation process of this template.<\/p>\n\n\n\n
\u3010Promotional card<\/strong>\u3011After visitors visit a specific page, it triggers a push discount card to collect emails for remarketing. This template is only available for the chat plugin.<\/li><\/ul>\n
<\/p>\n\n\n
Welcome New Visitors: <\/strong>When a new visitor opens a new session, the system determines whether the current access period matches the set auto-execution period and then proactively sends a welcome message for eligible or non-eligible scenarios. This template is only available for chat plugins.<\/li><\/ul>
<\/p>
Product Inquiry: <\/strong>After a visitor expands the chat window or sends a product inquiry keyword, a list of common products is pushed to guide the visitor to quickly understand the product category and its information, and guide the visitor to reach the product page, thus promoting the visitor to place an order. After clicking \u201cUse\u201d this template, you need to modify the product information, inquiry statements, etc. according to your business needs. This template is available for all channels.<\/li><\/ul>\n
<\/p>\n\n\n
Discount Promotion: <\/strong>After visitors open a session or send discount keywords, visitors self-service to get discount coupons. You can build on this template and modify the content of the sent message and edit the process to match your business needs. This template is applicable to all channels.<\/li><\/ul>
<\/p>
Get an email address and send an email:<\/strong> After visitors fill in their emails through information surveys, promotion cards, etc., you can automatically send them emails. This template is only available for chat plugins.<\/li><\/ul>
<\/p>
FB comment autoresponder (AI):<\/strong> You can automatically reply to comments and hide comments according to the comment intent of FB homepage. Selecting \u201cComment Intent\u201d is equivalent to selecting a trigger, and then setting how to reply to Facebook comments and follow-up actions. This template is only applicable to Facebook post comments.<\/li><\/ul>
<\/p>
Inquiry order (AI): <\/strong>When a visitor sends a message containing an order intent, the AI recognizes it, triggers a follow-up action, and guides the visitor to self-service order information. This template is available for all channels.<\/li><\/ul>\n
<\/p>\n\n\n
Logistics Policy (AI): <\/strong>When a visitor sends a message containing logistics intent, the AI recognizes it, triggers a follow-up action, and guides the visitor to self-service logistics information. The template is available for all channels.<\/li><\/ul>\n
<\/p>\n\n\n
Visitor self-service consultation<\/strong>: After the chat window is expanded, set up frequently asked questions to guide visitors to solve problems on their own. You can modify the questions and answers on the basis of the template according to your business needs. This template is only available for the chat plugin.<\/li><\/ul>
<\/p>
Service Time: <\/strong>After the visitor opens a session, it will determine whether the current session meets the set auto-execution period, and then guide the visitor to operate and solve the problem by themselves. This template is only available for chat plugins.<\/li><\/ul>
<\/p>
2.3 Apply automated processes<\/h3>\n\n\n\n
Activate automated processes to take effect<\/li><\/ul>\n
<\/p>\n\n\n
Affiliate Automation<\/li><\/ul>
After activating the automated process you created, you can apply it to your chat plugin and social media.<\/p>\n\n\n\n
\u2460 When it comes to chat plugin<\/p>\n\n\n\n
In [Settings] \u2013 [Chat Plugin], find the chat plugin you need to associate with, click [Edit Automation] (please create the chat plugin before operation), and then select the automation process you need to associate with the chat plugin (by default, all automation processes are associated)<\/p>\n\n\n\n
<\/p>
\u2461 When it comes to other communication channels<\/p>\n\n\n\n
Find the social media account you need to associate with in [Settings] \u2013 [Channels], click \u201cEdit Automation\u201d, you can choose to associate with \u201cAll Automation\u201d or choose part of the automation process, after you finish choosing, click to confirm. (Please authorize the account to SaleSmartly before operation)<\/p>\n\n\n\n
Take Telegram as an example:<\/p>\n\n\n\n
<\/p>
3. \u5e38\u89c1\u95ee\u9898<\/h1>\n\n\n\n
1\uff09 Q\uff1aAfter deleting the automated process for a category, will the automated process still be available in the \u201cAll Categories\u201d section?<\/p>\n\n\n\n
A\uff1aIf you delete a category, the automated processes under that category will not appear in \u201cAll Categories\u201d anymore, so you need to be careful.<\/p>","pure_content":"1. Introduction\n\n\n\nWith this feature, you can create an automated response process so that the bot can help you to reply to visitor messages, solve visitors\u2019 initial doubts, guide visitors to place orders, etc., thus you can improve the efficiency of customer inquiries and reduce the rate of customer complaints.\n\n\n\n2. Instruction\n\n\n\n2.1 Create automated processes\n\n\n\n\u2460 At [ Chat ] \u2013 [ Automation ], click \u201cNew flow\u201d to enter the page of editing automation process\n\n\n\n\n\n\n\u2461 Select a trigger\n\n\n\nClick on the \u201cTrigger\u201d to add and delete triggers, edit and modify trigger conditions and other operations\n\n\n\nAdd Trigger: Click \u201c\uff0bAdd Trigger\u201d, select the trigger you want to add in the trigger form and click it, some triggers also need to edit the trigger conditions, after editing, you have added the trigger.Delete Trigger: Move your mouse to the trigger you want to delete, and click \u201c\u2573\u201d to delete the trigger.Edit trigger conditions: If you want to modify the trigger conditions, click the \u201cTrigger\u201d module to modify the conditions of the trigger you want to modify; or edit the trigger conditions when adding a new trigger, such as selecting the \u201ckeyword\u201d trigger. For example, if you choose \u201ckeyword\u201d trigger, you need to improve the keyword of the trigger process and select the matching status.\n\n\n\n\u25fc Trigger Description\n\n\n\nThere are three categories of triggers: \u201cGeneral\u201d, \u201cChat Plugin\u201d and \u201cFacebook\u201d. The \u201cGeneral\u201d category refers to triggers that are applicable to all channels. The \u201cChat Plugin\u201d category refers to triggers that apply only to the \u201cChat Plugin\u201d. The \u201cFacebook\u201d category refers to triggers that apply only to Facebook. You can choose different types of triggers and set up different automation processes for different situations.\n\n\n\nGeneral\uff1a\n\n\n\n\n\u3010Keyword\u3011The process that can be triggered if the visitor sends a set keyword.Perfect match: The process is triggered when the visitor sends a message with keywords.Fuzzy match: The process is triggered when the message sent by the visitor contains the keyword.\n\n\n\n\n\n\u3010Inquiry order (AI)\u3011When the visitor message contains the intention of order consultation, such as: whether the order has been shipped, how to check the logistics status, etc., the system will automatically trigger the process. To use this trigger, you need to set the session language.\n\n\n\n\n\n\u3010Greeting(AI)\u3011When the visitor message is greeting, such as Hi, Hello, etc., the system will automatically trigger the process. To use this trigger, you need to set the session language.\n\n\n\n\n\n\u3010Gratitude(AI)\u3011The system will automatically trigger the process when the visitor message is an expression of gratitude, such as Thank you! Thanks, etc. To use this trigger, you need to set the session language.\n\n\n\n\n\n\u3010Logistics Policy(AI)\u3011The system will automatically trigger the process when the visitor message is when they want to ask logistics related questions, such as logistics cost, delivery time, etc. To use this trigger, you need to set the session language.\n\n\n\n\n\n\u3010Customer service timeout without reply\u3011If customer service does not respond to a visitor after the time interval you have set, the system will automatically trigger the process.\n\n\n\n\n\n\u3010Visitor timeout without reply\u3011If the visitor does not reply to the message within the time you set, the system will automatically trigger the process.\n\n\n\n\nChat Plugin\n\n\n\n\n\u3010Chat window expand\u3011When a visitor expands the chat window while you are not hosting a session, the system will automatically trigger the process (repeated expansions within an hour will only trigger once).\n\n\n\n\n\n\u3010New Visitor\u3011When a new visitor enters the website, the system will automatically trigger the process.\n\n\n\n\n\n\u3010Old Visitor\u3011The system will automatically trigger the process after the old visitor enters the website 24 hours after the first visit, and the trigger limit can be set at the same time.\n\n\n\n\n\n\u3010Visit specific pages\u3011The process will be triggered when the visitor enters the interface you set. Perfect match: The process will be triggered if the URL you entered is the URL the visitor visited. Fuzzy match: the process will be triggered if the visitor visits the URL that contains the URL you entered.You can also set the trigger limit, such as only trigger once in 24 hours, unlimited, etc.\n\n\n\n\n\n\u3010Visitor Retention\u3011The system will automatically trigger the process after the visitor fills in the information at the pre-chat survey, the offline reservation and the promotion card.\n\n\n\n\n\n\n\n\nFacebook\u7c7b\n\n\n\n\n\u3010Click ad\u3011Visitors click on the ads you place to trigger the process.\n\n\n\n\n\n\u3010Messenger url\u3011Displaying a Messenger link off-site on Facebook and visitors clicking on your Messenger link will automatically trigger the process.Note: Your Messenger link needs to have the source ref parameter at the end.\n\n\n\n\n\n\u3010Messenger Chat plugin\u3011A visitor tapping on your installed Facebook chat plugin will automatically trigger the process.\n\n\n\n\n\u2462 Adding steps\n\n\n\nClick \u201c+\u201d to add a new step, select a condition or an action\n\n\n\n\u25fc Condition Description\n\n\n\nAfter adding \u201ccondition\u201d, when the automation process runs to \u201ccondition\u201d, it will automatically determine whether the condition is matched or not, and then continue to run according to the process you set up.\n\n\n\n\n\u3010Guest Language\u3011When you run to the \u201ccondition\u201d, the system will automatically determine whether the visitor\u2019s language matches the condition, and then continue to run according to the process you have set up.\n\n\n\n\n\n\u3010Country\/Region\u3011When you run to the \u201ccondition\u201d, the system will automatically determine whether the visitor\u2019s region matches the condition, and then continue to run according to the process you have set up.\n\n\n\n\n\n\u3010Auto Schedule\u3011When running to the \u201ccondition\u201d, the system will automatically determine whether the visitor access time matches the conditions of the automatic execution time you set, and then continue to run according to the process you have set.\n\n\n\n\n\n\u3010Designated Posts\u3011When you run to this \u201ccondition\u201d, the system will automatically determine whether it matches the post you have selected.\n\n\n\n\n\u25fc Action Description\n\n\n\n\u201cActions\u201d are actions that the system initiates for visitors, such as sending messages and ending sessions.\n\n\n\n\n\u3010Send Message\u3011When the system performs this action, it sends a message to the visitor. The message type can be text, image, language or a combination of these, and a button can be added to continue the connection to the next action.\n\n\n\n\n\n\u3010Ask a question\u3011When the system performs this action, it sends the visitor the question that needs to be asked.\n\n\n\n\n\n\u3010End Session\u3011When the system performs this action, the session will be automatically ended and the session will not appear on the chat page, so you need to check the session with the visitor in the session management.\n\n\n\n\n\n\u3010Send email\u3011When the system performs this action, an email will be sent to the user.\n\n\n\n\n\n\u3010Assigning Customer Service\u3011When the system performs this action, unassigned sessions can be assigned to the specified customer service.\n\n\n\n\n\n\u3010Promotional Card\u3011When the system performs this action, it sends a promotional card to the visitor, who fills in the email address to receive the coupon. To use this action, you need to improve the discount, promotional copy, button text and other information.\n\n\n\n\n\n\u3010Facebook Comment Reply\u3011When the system performs this action, it automatically replies, likes and hides Facebook post comments, and the type of comments replied to can be a combination of text, images or graphics.\n\n\n\n\n\n\u3010Turn to Unassigned Sessions\u3011\n\n\n\nWhen the system performs this action, it transfers the session to the Unassigned Sessions list.Note: Assigned sessions cannot be transferred to unassigned sessions\n\n\n\n\n\n\u3010Delay\u3011When the system executes this action, it will delay the execution of the next action, so after setting this delay action, you need to add other actions to take effect.\n\n\n\n\n\n\u3010Quick Reply\u3011When the system performs this action, a quick reply button is sent. The visitor clicks the button to get the message.\n\n\n\n\n\u2463 Connecting triggers, conditions, and actions\n\n\n\nOnce you set the trigger, condition and action, you need to associate the nodes with each other by connecting them. If you want to unlink the nodes, move your mouse to the link and click \u201c\u2573\u201d to unlink them.\n\n\n\n\u2464 After setting up the above steps, click \u201cCreate\u201d, select the category and name it to create your automated process. At the same time, you can also click \u201cTest\u201d to experience the effect of the process.\n\n\n\n\n\n\nOther operationsAutomation layout: when clicked, it will automatically adjust the overall layout of the automation process you have set up.Automation guide: here is a simple automation setup tutorial that will help you quickly create and set up automation tutorials.\n\n\n\nClassify automation processesAt [Automation] \u2013 [My Automation], click the \u201c+\u201d next to \u201cAll Categories\u201d, enter the category name, and click \u201cOK\u201d to create your automation process category.\n\n\n\nAfter creating a category, click \u201cSave\u201d on the Edit Automation Process page and then select your category for the automation process in the \u201cCategories\u201d section.\n\n\n\nEdit, test, copy, and delete automated processesIn the \u201cMy Automation\u201d list, you can view the automation processes you have created, see their activation status, supported channels, categories, and edit, test, copy, and delete them. In addition to editing the automation process by clicking the \u201cEdit\u201d button after the automation process you selected, you can also click the automation process name to go to the edit page.\n\n\n\n2.2 Introduction to automation templates\n\n\n\nIn addition to the ability to create automated processes, SaleSmartly also provides you with automated process templates that allow you to quickly use automated processes to increase sales and solve problems. Select a template from \u201cRecommended Templates\u201d, click \u201cUse\u201d and then click \u201cOK\u201d to use the automated process, or you can click \u201d Test\u201d to experience the automation process of this template.\n\n\n\n\u3010Promotional card\u3011After visitors visit a specific page, it triggers a push discount card to collect emails for remarketing. This template is only available for the chat plugin.\n\n\n\nWelcome New Visitors: When a new visitor opens a new session, the system determines whether the current access period matches the set auto-execution period and then proactively sends a welcome message for eligible or non-eligible scenarios. This template is only available for chat plugins.Product Inquiry: After a visitor expands the chat window or sends a product inquiry keyword, a list of common products is pushed to guide the visitor to quickly understand the product category and its information, and guide the visitor to reach the product page, thus promoting the visitor to place an order. After clicking \u201cUse\u201d this template, you need to modify the product information, inquiry statements, etc. according to your business needs. This template is available for all channels.\n\n\n\nDiscount Promotion: After visitors open a session or send discount keywords, visitors self-service to get discount coupons. You can build on this template and modify the content of the sent message and edit the process to match your business needs. This template is applicable to all channels.Get an email address and send an email: After visitors fill in their emails through information surveys, promotion cards, etc., you can automatically send them emails. This template is only available for chat plugins.FB comment autoresponder (AI): You can automatically reply to comments and hide comments according to the comment intent of FB homepage. Selecting \u201cComment Intent\u201d is equivalent to selecting a trigger, and then setting how to reply to Facebook comments and follow-up actions. This template is only applicable to Facebook post comments.Inquiry order (AI): When a visitor sends a message containing an order intent, the AI recognizes it, triggers a follow-up action, and guides the visitor to self-service order information. This template is available for all channels.\n\n\n\nLogistics Policy (AI): When a visitor sends a message containing logistics intent, the AI recognizes it, triggers a follow-up action, and guides the visitor to self-service logistics information. The template is available for all channels.\n\n\n\nVisitor self-service consultation: After the chat window is expanded, set up frequently asked questions to guide visitors to solve problems on their own. You can modify the questions and answers on the basis of the template according to your business needs. This template is only available for the chat plugin.Service Time: After the visitor opens a session, it will determine whether the current session meets the set auto-execution period, and then guide the visitor to operate and solve the problem by themselves. This template is only available for chat plugins.2.3 Apply automated processes\n\n\n\nActivate automated processes to take effect\n\n\n\nAffiliate AutomationAfter activating the automated process you created, you can apply it to your chat plugin and social media.\n\n\n\n\u2460 When it comes to chat plugin\n\n\n\nIn [Settings] \u2013 [Chat Plugin], find the chat plugin you need to associate with, click [Edit Automation] (please create the chat plugin before operation), and then select the automation process you need to associate with the chat plugin (by default, all automation processes are associated)\n\n\n\n\u2461 When it comes to other communication channels\n\n\n\nFind the social media account you need to associate with in [Settings] \u2013 [Channels], click \u201cEdit Automation\u201d, you can choose to associate with \u201cAll Automation\u201d or choose part of the automation process, after you finish choosing, click to confirm. (Please authorize the account to SaleSmartly before operation)\n\n\n\nTake Telegram as an example:\n\n\n\n3. \u5e38\u89c1\u95ee\u9898\n\n\n\n1\uff09 Q\uff1aAfter deleting the automated process for a category, will the automated process still be available in the \u201cAll Categories\u201d section?\n\n\n\nA\uff1aIf you delete a category, the automated processes under that category will not appear in \u201cAll Categories\u201d anymore, so you need to be careful.","is_draft":"0","editor_type":"1","file_path":"","add_time":"1679304054","update_time":"1679304402"},"pure_content":"1. Introduction\n\n\n\nWith this feature, you can create an automated response process so that the bot can help you to reply to visitor messages, solve visitors\u2019 initial doubts, guide visitors to place or"},{"id":"1067","string_id":"oz4p55","status":"1","parent_id":"1064","slug":"oz4p55","order":"0","name":"Knowledge base","type":"2","cover":"","cover_alt":"","desc":null,"website":"","contact":"","seo_title":"","seo_keyword":"","seo_desc":"","share_switch":"0","share_code":"","author":"","published_time":"1679304055","add_time":"1679304055","update_time":"1730288992","corp_auth_id":"0","verify_code_auth_id":"0","editor_type":"1","file_type":"","auth_id":"[\"1064\"]","content":{"content_id":"1067","content":"
1. <\/strong>Introduction<\/h1>\n\n\n\n
In this function, you can add standard answers to frequently asked questions, recommend answers according to users\u2019 questions, and add common phrases to facilitate quick replies to users\u2019 messages and improve the overall efficiency of customer service replies to users\u2019 messages.<\/p>\n\n\n\n
2.<\/strong> Instruction<\/h1>\n\n\n\n
2.1 Add Language<\/h2>\n\n\n\n
Setting FAQ and common phrases in different languages allows you to categorize FAQ according to language. After setting the language category, AI search will match the knowledge of the corresponding language to answer according to the message language, helping you to reply to users\u2019 messages easily and quickly even in different language scenarios.<\/li><\/ul>
<\/p>
2.2 Setting up categories<\/h2>\n\n\n\n
Set up categories for easy management of frequently asked questions and common language settings.<\/li><\/ul>
Note: If you delete a category, the FAQ in that category will also be deleted and will not remain in the \u201cAll Categories\u201d.<\/p>\n\n\n\n
<\/p>
2.3 Adding FAQ and common words<\/h2>\n\n\n\n
When adding FAQ, you can set the language you belong to and select the category of FAQ under that language, so that you can easily manage the category when adding FAQ.<\/li><\/ul>
\u2460 Standard questions: i.e. common user questioning method<\/p>\n\n\n\n
\u2461 Similar questions: the same question as the standard questions, just a different way of asking<\/p>\n\n\n\n
\u2462 Answer: The answer used to reply to this question is equivalent to the standard answer.<\/p>\n\n\n\n
<\/p>
In addition to adding FAQ on the \u201cKnowledge Base\u201d setting page, you can also \u201cAdd FAQ\u201d for a message on the chat screen to enrich the knowledge base quickly and easily.<\/p>\n\n\n\n
<\/p>
Add commonly used words, so that you can provide associative quick reply function, enter keywords to jump out of the knowledge base of commonly used words, improve the efficiency of the reply.<\/li><\/ul>
<\/p>
2.4 Import and export knowledge base<\/strong><\/h2>\n\n\n\n
Batch export\/import of knowledge base<\/li><\/ul>
It supports exporting frequently asked questions and common phrases from the knowledge base into Excel format, and also provides Excel templates for you to import FAQ to the knowledge base.<\/p>\n\n\n\n
\u2460 Knowledge base export: Export the FAQ of the existing knowledge base, you can make changes in the exported knowledge base Excel sheet, and then import it to the knowledge base after the changes are made, the knowledge base will be overwritten and updated, thus helping you to modify the knowledge base in bulk.<\/p>\n\n\n\n
<\/p>
\u2461 Knowledge base import<\/p>\n\n\n\n
According to the template we provide, fill in the information such as \u201cstandard question\/common phrase\u201d, \u201ctype\u201d, \u201csimilar question\u201d, \u201canswer \u201cAfter writing, upload the form and click \u201cImport\u201d. If the import fails, you can view the details and reasons for the failure, and you can make changes on this basis and import it to the knowledge base again.<\/p>\n\n\n\n
<\/p>
3. Frequently Asked Questions<\/strong><\/h1>\n\n\n\n
1\uff09 Q\uff1aHow do I turn on a bot that intelligently replies to user messages based on a knowledge base?<\/p>\n\n\n\n
A\uff1aYou can click \u201cAI Settings\u201d in the knowledge base settings page and turn on \u201cAuto-reply\u201d to automatically reply to the answers of the FAQ based on the visitor\u2019s messages\/keywords, which supports chat plug-in, Messenger and Line for now.<\/p>\n\n\n\n
<\/p>
2\uff09 Q\uff1aDo you support sending images when setting up FAQs and frequently used phrases?<\/p>\n\n\n\n
A\uff1aYes, you can add up to three images per FAQ when editing, see the image below.<\/p>\n\n\n\n
<\/p>
3\uff09 Q\uff1aHow can customer service staff quickly apply the FAQ to send to visitors?<\/p>\n\n\n\n
A\uff1aIn order to improve the efficiency of customer service in handling visitor messages, you can click \u201cAI Settings\u201d on the \u201cKnowledge Base\u201d settings page and turn on \u201cinput association\u201d. When customer service enters keywords in the session box, the associated FAQ\/common phrases will be displayed, and you can quickly choose to send them.<\/p>","pure_content":"1. Introduction\n\n\n\nIn this function, you can add standard answers to frequently asked questions, recommend answers according to users\u2019 questions, and add common phrases to facilitate quick replies to users\u2019 messages and improve the overall efficiency of customer service replies to users\u2019 messages.\n\n\n\n2. Instruction\n\n\n\n2.1 Add Language\n\n\n\nSetting FAQ and common phrases in different languages allows you to categorize FAQ according to language. After setting the language category, AI search will match the knowledge of the corresponding language to answer according to the message language, helping you to reply to users\u2019 messages easily and quickly even in different language scenarios.2.2 Setting up categories\n\n\n\nSet up categories for easy management of frequently asked questions and common language settings.Note: If you delete a category, the FAQ in that category will also be deleted and will not remain in the \u201cAll Categories\u201d.\n\n\n\n2.3 Adding FAQ and common words\n\n\n\nWhen adding FAQ, you can set the language you belong to and select the category of FAQ under that language, so that you can easily manage the category when adding FAQ.\u2460 Standard questions: i.e. common user questioning method\n\n\n\n\u2461 Similar questions: the same question as the standard questions, just a different way of asking\n\n\n\n\u2462 Answer: The answer used to reply to this question is equivalent to the standard answer.\n\n\n\nIn addition to adding FAQ on the \u201cKnowledge Base\u201d setting page, you can also \u201cAdd FAQ\u201d for a message on the chat screen to enrich the knowledge base quickly and easily.\n\n\n\nAdd commonly used words, so that you can provide associative quick reply function, enter keywords to jump out of the knowledge base of commonly used words, improve the efficiency of the reply.2.4 Import and export knowledge base\n\n\n\nBatch export\/import of knowledge baseIt supports exporting frequently asked questions and common phrases from the knowledge base into Excel format, and also provides Excel templates for you to import FAQ to the knowledge base.\n\n\n\n\u2460 Knowledge base export: Export the FAQ of the existing knowledge base, you can make changes in the exported knowledge base Excel sheet, and then import it to the knowledge base after the changes are made, the knowledge base will be overwritten and updated, thus helping you to modify the knowledge base in bulk.\n\n\n\n\u2461 Knowledge base import\n\n\n\nAccording to the template we provide, fill in the information such as \u201cstandard question\/common phrase\u201d, \u201ctype\u201d, \u201csimilar question\u201d, \u201canswer \u201cAfter writing, upload the form and click \u201cImport\u201d. If the import fails, you can view the details and reasons for the failure, and you can make changes on this basis and import it to the knowledge base again.\n\n\n\n3. Frequently Asked Questions\n\n\n\n1\uff09 Q\uff1aHow do I turn on a bot that intelligently replies to user messages based on a knowledge base?\n\n\n\nA\uff1aYou can click \u201cAI Settings\u201d in the knowledge base settings page and turn on \u201cAuto-reply\u201d to automatically reply to the answers of the FAQ based on the visitor\u2019s messages\/keywords, which supports chat plug-in, Messenger and Line for now.\n\n\n\n2\uff09 Q\uff1aDo you support sending images when setting up FAQs and frequently used phrases?\n\n\n\nA\uff1aYes, you can add up to three images per FAQ when editing, see the image below.\n\n\n\n3\uff09 Q\uff1aHow can customer service staff quickly apply the FAQ to send to visitors?\n\n\n\nA\uff1aIn order to improve the efficiency of customer service in handling visitor messages, you can click \u201cAI Settings\u201d on the \u201cKnowledge Base\u201d settings page and turn on \u201cinput association\u201d. When customer service enters keywords in the session box, the associated FAQ\/common phrases will be displayed, and you can quickly choose to send them.","is_draft":"0","editor_type":"1","file_path":"","add_time":"1679304055","update_time":"1679304408"},"pure_content":"1. Introduction\n\n\n\nIn this function, you can add standard answers to frequently asked questions, recommend answers according to users\u2019 questions, and add common phrases to facilitate quick replies to"}],"content":{"icon":"","desc":"","content_id":"1064","add_time":"1679304053","update_time":"1679304053","content":"","is_traffic_less":"0","file_type":""},"hot_list":[],"user_read_num":"0","is_auth":"0"},"msg":"Success","code":200}