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.
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.
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.”)
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.
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.
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.
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.
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.
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