Chat App Message Service:Assign accounts

Step 1: Access the management page

1. After activating the customer service seat, click Go to Customer Service Platform on the activation success page.

2. The system redirects to the management page of the customer service platform.

First-time administrator login

Change password

When you log in as an administrator for the first time, if you need to change the administrator account password, click the username icon in the upper-left corner of the page, and then click Change Password to open the Change Password dialog box and update your password. The initial default password is: tCqk$skO36.

Switch console language

Click the language icon in the upper-right corner of the page to select a display language. Currently supports Chinese and English.

Edit administrator information

After you log in as an administrator for the first time, we recommend that you update the administrator account information. The Actions column of the employee record contains the following action buttons:

• Edit icon : Modify the administrator's name. You can also add a phone number (recommended; can be used for login), email address (optional; can be used for login), expiration time (optional; not recommended for admin accounts), and address (optional).

• Authorization icon : Grant the administrator account agent permissions for WABA accounts at the same time.

• Reset Password icon : Reset the account logon password to the default password tCqk$skO36. Log out and log back in with the default password, then set a new logon password.

Switch between administrator and agent roles

On the management page, click the icon in the upper-right corner. Self Service indicates that the current page is the administrator page. Click another account name to switch to that account's agent message workbench.

On the agent workbench page, click the icon in the upper-right corner, and then click Self Service to switch to the administrator page.

Step 2: Create employee accounts

Create a new employee account

1. In the left-side navigation pane, click Organization Chart.

2. Click the Add Employee Account button .

3. Fill in the employee information:

   • Required fields:

     • Login Account: The account the employee uses to log in to the customer service platform.

     • Employee Name: The employee's full name.

     • Phone Number: The employee's contact phone number.

   • Optional fields:

     • Email: The employee's email address.

     • Expiration Time: The account expiration time. The account cannot be used to log in after the expiration date.

     • Address: The employee's location.

4. Click Save to complete the account creation.

Authorize access to merchant accounts

After creating an employee account, you need to authorize the employee to access specific merchant accounts.

1. In the employee account list, find the employee account to authorize.

2. Click the Authorization icon in the Actions column.

3. In the Portal Role Authorization dialog box, select the roles or merchant accounts to authorize:

   • Self Service: This role grants administrator permissions. Select as needed.

   • Authorized Merchant Accounts: Items other than Self Service are your authorized available merchant accounts. After you select specific account names, the employee can access the authorized phone numbers under those accounts.

   Note

   The merchant account list displays the WABA accounts that were authorized when you activated the customer service seat.

4. Close the authorization dialog box to complete the authorization.

Step 3: Employee first-time login

Employees must use the default password for their first login and then immediately change it.

1. The employee logs in to the customer service platform using the Login Account and the default password tCqk$skO36.

2. After logging in, the system prompts the employee to change the password.

3. Enter the Original Password (the default password) and a New Password.

4. Click Confirm to complete the password change.

5. Log in again with the new password to access the customer service platform.

Step 4: Manage employee accounts

Edit an employee account

1. On the Organization Chart page, find the employee account to edit.

2. Click the Edit icon .

3. Modify the employee information.

4. Click Save.

Reset an employee password

1. On the Organization Chart page, find the employee account whose password you want to reset.

2. Click the Reset Password icon .

3. The system resets the password to the default password tCqk$skO36.

4. Notify the employee to log in with the default password and follow the first-time login procedure to set a new password.

Step 5: View agent status

Administrators can use the Agent Query feature to view the real-time status and operation history of all agents.

1. In the left-side navigation pane, click Agent Query.

2. Filter agents using the search conditions:

   • Name: Enter the agent's name to search.

   • Status: Select the agent status (Online/Offline).

3. Click Search to view the list of matching agents.

The agent list displays the following information:

Step 6: View agent transactions

Administrators can use the Agent Transactions feature to query and manage all transactions processed by agents.

1. In the left-side navigation pane, click Agent Transactions.

2. Set the query conditions:

   • Agent Name: Enter the agent's name.

   • Customer Phone Number: Enter the customer's phone number.

   • Agent Transaction: Enter the transaction name or keyword.

   • Status: Select the processing status (such as Pending, Processed, or Timed Out and Closed).

   • Created At: Select the time range for transaction creation.

3. Click Search to view the list of matching transactions.

The transaction list displays the following information: