Chat Handling

You can start a 1:1 chat session with customers through a separate service that includes a Help Center or a Chat Widget.

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For detailed chat feature settings, refer to the Chat Guide in Service Management.

➊ Set Chat Permissions

• In the Contract Details of the current service, enable the following Chat options.

• In Service Management → Help Center → Default Setting, enable the Chat feature.

• In Service Management → Agents, grant chat permissions to agents who will handle chat consultations.

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➋ Start a Chat Support

• Click the Chat Widget at the bottom right corner of the Contiple screen to open the chat dialog.

• Change your chat status to Online to start handling customer chats. (Chat sessions are assigned only when the agent status is set to “Online.”)

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2-1. Chat Reception

(1) Chat Received from Help Center

• Customers can access the Chat Widget located at the bottom right corner of the Help Center.

• After agreeing to the privacy policy, they can start a chat with an available agent.

(2) When No Agents are Online

• If no agents are in Online status when the customer clicks the chat icon, a “Agents is absent” message is displayed.

• When chat service is unavailable, customers are prompted to leave a 1:1 inquiry using the Contact Us button.

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2-2. Chat Handling

• When a customer chat request is received, the Chat Widget on the Contiple screen blinks to indicate a new incoming chat.

• Click the Chat Widget, then check the Active Chats list on the right side of the screen to select a customer and start the chat.

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2-3. 개인정보 마스킹

Permissions and Requirements

• In the Contract Details of the current service, enable the Security Service feature to use the masking function.

Masking

Unmasking

• During a chat, select the text that contains sensitive or encrypted information, then click the Personal Information Masking icon. The selected text will be replaced with asterisks (*).

• Click the masked area again to unmask the information.

• Masked data is stored in the database in its masked form, ensuring that sensitive information remains protected.

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➌ Create a Ticket

• When a ticket needs to be created during a chat session, click the Create Ticket button on the screen. (The created ticket will automatically include a Chat tag.)

• From the Quick Menu in the ticket detail view, you can review the chat history to see the conversation with the customer.