# Service Management

***

## **➊ Anthentication**

{% hint style="info" %}
You can configure the **activation status** and related settings for the **Open API features** provided by **Contiple**.
{% endhint %}

### **1-1. Open API**

#### **① Open API Activation**

* Select whether to **enable or disable** the **Open API** feature in Contiple.
* When enabled, the **Service Key** and **Access IP Settings** functions become available.

#### **② Service Key**

* Generate the **Key** used for **Open API authentication**.
* Click the **Change API Key** button to create or update the key.

#### **③** Allowed IP setting

* Set the **IP addresses** authorized to call the **Open API**.
* Only requests originating from the **registered IP addresses** will be allowed to access the Open API.

***

## **➋ Chat**

This menu allows you to **configure the chat feature** for **1:1 customer communication and inquiry handling**. For detailed instructions on how to use the chat feature, refer to the **Chat Handling** section.

{% hint style="danger" %}
**Permissions and Requirements**

1. Set the **Chat feature** to **“Enabled”** under the **Contract Details** of the current service.
2. In **Service Management → Help Center → Default Setting**, activate the **Chat Widget** feature.
3. Only agents with **chat permissions** can handle chat consultations.
   {% endhint %}

<figure><img src="https://1271316527-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F8SPiiEcOHoTbpjiCouki%2Fuploads%2FI6GHYMFVSh7JlQSyW4P4%2Fimage.png?alt=media&#x26;token=73a7ce65-0191-43fc-ae15-d356cad4d0dd" alt=""><figcaption></figcaption></figure>

<figure><img src="https://1271316527-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F8SPiiEcOHoTbpjiCouki%2Fuploads%2F2Ho5kc0hxILKWKRtBHt2%2Fimage.png?alt=media&#x26;token=7be61745-3316-46b5-99f7-13efbc9b2043" alt=""><figcaption></figcaption></figure>

* Once the chat feature is successfully enabled, you can access the **chat function** through the **Chat Widget** located at the **bottom right corner** of the screen.

***

### **2-1.** General Settings

> 고객과 채팅 상담을 시작하기 위해 기본 내용을 설정하는 메뉴입니다.

* **접수유형 필수 여부**
  * 고객이 채팅 상담을 시작할 때, 접수유형을 필수로 선택하도록 제공할지 여부를 결정합니다.
  * 예(필수) : 고객이 접수유형을 선택하지 않을 경우, 채팅 상담을 진행할 수 없습니다.
  * 아니오(필수 아님) : 채팅 상담 시 접수유형 선택지가 제공되지 않으며, 개인정보 처리 동의 시 채팅 상담을 즉시 시작할 수 있습니다.<br>
* **자동 종료 시간**
  * 원활한 채팅 상담을 위해, 마지막 상담원 메시지로부터 설정한 시간만큼 답장이 없을 경우 상담을 자동 종료하는 기능입니다.
  * 설정한 시간으로부터 1분 전, 자동 종료 안내 메시지를 발송합니다.<br>
* **자동 메시지**
  * 다양한 상황별로 자동 메시지가 발송됩니다.
  * 기본 문구가 제공되며, 서비스의 톤앤 매너에 따라 문구를 변경하실 수 있습니다.

***

### **2-2. Chat Screen**

> 위젯 및 웹챗을 사용자가 원하는 대로 바꿀 수 있습니다.

* **위젯 이미지**
  * 채팅 위젯 모양을 선택할 수 있으며, 변경한 위젯을 우측 미리보기 화면에서 확인할 수 있습니다.
  * 기본형 : Contiple에서 제공하는 기본 채팅 위젯입니다.
  * 커스텀 형 : 서비스의 로고 또는 기타 이미지를 채팅 위젯으로 만들 수 있습니다.<br>
* **위젯 위치**
  * PC 환경, 모바일 환경에 따른 위젯의 노출 위치를 변경할 수 있습니다.<br>
* **서비스 정보**
  * **프로필 이미지**
    * 웹챗의 홈 화면에 최상단에 표시되는 대표 이미지 및 상담원 프로필로 사용됩니다.
    * Contiple 로고가 기본 제공됩니다.
  * **서비스명**
    * 웹챗의 홈 화면에 표시되는 대표 이름 및 상담원 이름으로 사용됩니다.
    * Contiple 서비스명이 기본 제공됩니다.
  * **안내 문구**
    * 웹챗의 홈 화면 중 서비스명 하단에 표시되는 안내 문구입니다.
    * 서비스 안내, 공지사항, 프로모션 등을 안내하는 영역으로 활용할 수 있습니다.<br>
* **구성 관리**
  * **기타 상담 채널**
    * 웹챗에 1:1 문의하기, 전화 상담, 이메일 상담 등 다른 상담 채널을 제공하고자 할 경우, 토글 버튼을 클릭하여 해당 기능을 활성화합니다.
    * 1:1 문의하기, 전화 상담, 이메일 상담 등 사용할 채널을 체크한 후 링크를 입력합니다.
  * **공지사항**
    * 웹챗에 공지사항 게시글을 노출하고 싶을 경우, 토글 버튼을 클릭하여 해당 기능을 활성화합니다.
    * \[헬프센터] → \[공지사항]에 등록한 게시글이 웹챗에 노출됩니다.
  * **자주 묻는 질문**
    * <mark style="color:orange;">현재 접속 중인 서비스의 계약 상세 현황에서</mark> <mark style="color:orange;"></mark><mark style="color:orange;">**FAQ 기능**</mark><mark style="color:orange;">을 '사용'으로 설정해 주세요.</mark>
    * 웹챗에 FAQ 게시글을 노출하고 싶을 경우, 토글 버튼을 클릭하여 해당 기능을 활성화합니다.
    * \[헬프센터] → \[FAQ]에 등록한 게시글이 웹챗에 노출됩니다.<br>
* **테마 컬러**
  * 웹챗 배경 컬러 및 채팅 상담 시작하기 버튼에 대해 서비스 테마 컬러를 적용할 수 있습니다.

***

### **2-3. Install**

> 콘티플에서 제공하는 채팅 서비스를 기존 사용 중인 다른 서비스에 적용할 수 있습니다.

* **위젯 허용 도메인**
  * 위젯 허용 도메인 기능을 사용하여, 특정 도메인에서만 채팅 위젯을 호출할 수 있습니다.
    * 입력 칸에 채팅 위젯을 호출할 도메인을 입력 후 저장해 주세요. (도메인 입력 시, 프로토콜(http 또는 https)을 제외하고 입력해주세요.)
      &#x20;
    * 입력 및 저장된 도메인에서만 채팅 위젯을 호출할 수 있습니다.<br>
* **위젯 스크립트**
  * 위젯 스크립트의 스크립트를 복사 후, 사용 중인 웹사이트 HTML 소스 코드의 \</body> 태그 앞에 삽입하여 채팅 기능을 사용할 수 있습니다.
    * 접속 중인 서비스의 계약 상세 내역에서 설정한 헬프센터 언어별로 스크립트를 사용할 수 있습니다.<br>
* **채팅 URL**&#x20;
  * 외부에서 다이렉트 채팅 링크로 접속 시, 바로 채팅 화면에 접속하여 채팅 상담을 진행할 수 있습니다.<br>
* **QR 코드**
  * 다이렉트 채팅 링크로 연결되는 QR 코드를 제공합니다.

***

## **➌ Operation Settings** <a href="#operation-setting" id="operation-setting"></a>

{% hint style="danger" %}
**메뉴 · 기능 사용 권한 안내**

1. 현재 접속 중인 서비스의 \[계약 상세 내역] → \[채팅] 기능을 '사용'으로 설정해주세요.
2. 관리자 권한을 가진 상담원만 이 메뉴를 사용할 수 있습니다.
   {% endhint %}

### **3-1. Queue**

<figure><img src="https://1271316527-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F8SPiiEcOHoTbpjiCouki%2Fuploads%2FsdQ1OGkodHr7ymIkzfwt%2Fimage.png?alt=media&#x26;token=3c64e71b-bfbb-41ed-88ed-39103574f010" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
**Contiple Hub란?**

* 고객 문의를 보다 효율적으로 상담원에게 분배하기 위한 통합 할당 시스템입니다.
* 모든 고객 문의는 Contiple Hub를 통해 조건에 따라 대기열(Queue)로 인입되며 상담원 상태, 업무량 등 다양한 조건을 고려하여 최적으로 분배합니다.
* 서비스 환경에 따라 대기열을 다양하게 구성하여 CS 운영 효율을 높여보세요.
  {% endhint %}

#### **1. Queue Management**

* **대기열 목록**

  * 대기열 및 대기열 정보를 확인할 수 있습니다.
  * 모든 서비스에는 **기본 대기열**이 자동 추가되며 대기열을 추가하지 않으면 모두 기본 대기열로 인입됩니다.
  * 특정 문의에 대해 전담 상담사가 있거나, 별도로 분리하여 관리하고 싶을 경우 대기열을 추가해 주세요.

* **대기열 추가**
  1. 새로운 대기열을 생성할 수 있습니다. 추가할 대기열의 **이름**과 **설명**, **대상 채널**을 선택합니다.
     * <mark style="color:orange;">현재 대상 채널은</mark> <mark style="color:orange;"></mark><mark style="color:orange;">**채팅**</mark><mark style="color:orange;">만 가능합니다. (그 외 채널은 준비 중입니다.)</mark>
  2. 대기열의 **진입 조건**을 설정합니다.

     <figure><img src="https://1271316527-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F8SPiiEcOHoTbpjiCouki%2Fuploads%2FJ95aCAOYqImFeZgcF0Uc%2Fimage.png?alt=media&#x26;token=10721e1e-46d3-46fe-87b2-c74f063923c7" alt=""><figcaption></figcaption></figure>

     * 진입 조건은 문의 인입 시 해당 대기열로 진입하는 조건을 의미합니다.
     * 설정한 조건을 만족하는 문의만 해당 대기열로 인입됩니다.
     * <mark style="color:orange;">현재 조건 대상은</mark> <mark style="color:orange;"></mark><mark style="color:orange;">**접수유형**</mark><mark style="color:orange;">만 선택할 수 있습니다. (그 외 조건은 준비 중입니다.)</mark>
  3. 대기열의 **할당 방식**을 설정합니다.
     * 할당 방식은 대기열로 인입된 문의를 상담원에게 어떤 방식으로 할당할 지 선택하는 옵션입니다.&#x20;
     * <mark style="color:orange;">현재</mark> <mark style="color:orange;"></mark><mark style="color:orange;">**라운드 로빈**</mark><mark style="color:orange;">,</mark> <mark style="color:orange;"></mark><mark style="color:orange;">**무작위**</mark> <mark style="color:orange;"></mark><mark style="color:orange;">방식만 선택할 수 있습니다. (그 외 방식은 준비 중입니다.)</mark>
  4. **채널별 설정**에서 인입 채널별로 최대 대기시간, 할당 후 대기시간, 응담 목표시간 등을 설정합니다.
     * **최대 대기시간** : 고객이 대기열에 진입한 후 상담원이 할당되기까지의 최대 대기시간입니다.
     * **할당 후 대기시간** : 상담원이 배정된 후 상담원이 상담을 시작하기까지의 대기시간입니다.
     * **응답 목표시간** : 고객이 대기열에 진입한 후 상담 시작까지의 목표 시간입니다.
     * **대기시간 초과 시** : 대기시간을 초과하였을 경우 어떻게 처리할 지 선택합니다.
  5. **저장**을 눌러 대기열을 생성합니다.
     * 신규 대기열은 비활성화 상태로 생성됩니다. 대기열 목록에서 상태를 활성화해 주세요.

* **대기열 순서 관리**
  * 고객 문의 인입 시, 대기열 분배 순서를 설정할 수 있습니다.
  * 만약 동일한 조건의 대기열이 있더라도 상위 순서에 먼저 분배됩니다.
  * 기본 대기열은 항상 마지막 순서에 배치되며, 일치하는 조건의 대기열이 하나도 없을 경우 기본 대기열로 인입됩니다.

#### **2. Queue Assignment**

* **대기열 배정**

  * 생성된 대기열에 문의를 할당 받을 상담원을 배정합니다.
  * 화면 좌측에 조회된 대기열 중 상담원을 배정할 대기열을 선택합니다.
  * 미배정 상담원 목록에서 배정할 상담원을 선택한 후 \[ > ] 버튼을 눌러 배정한 후 저장합니다.
  * 기본 대기열은 모든 상담원이 자동 배정되며 수정할 수 없습니다.

* **대기열 일괄 배정**
  * 여러 대기열에 상담원 여러 명을 정하고자 하는 경우, 대기열 일괄 배정 기능을 사용합니다.
  * 대상 상담원 목록에는 (선한 대기열에 이미 해당 상담원이 배정되어 있더라도) 모든 상담원이 노출됩니다.

<figure><img src="https://1271316527-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F8SPiiEcOHoTbpjiCouki%2Fuploads%2FIoDHZtjkrqaWTZHdExHt%2Fimage.png?alt=media&#x26;token=dd5b4dc0-7ddc-4f2f-a01c-83b32752b848" alt=""><figcaption></figcaption></figure>

### **3-2. Business Hours**

* 채팅 등 상담 채널별 운영시간을 설정할 수 있습니다. 설정한 운영시간에만 상담이 운영됩니다.
* <mark style="color:orange;">헬프센터(1:1 문의하기) 운영시간은 준비 중인 기능입니다.</mark>

<figure><img src="https://1271316527-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F8SPiiEcOHoTbpjiCouki%2Fuploads%2Fg60tzYORm4Kmp2FPj7m2%2Fimage.png?alt=media&#x26;token=e292414e-2e4f-4f7e-89ee-96d1e11c275d" alt=""><figcaption></figcaption></figure>

***

## **➍ Ticket**

This data is generated to **track and manage inquiries** received through **various channels**.\
For detailed instructions on how to use tickets, refer to the **Ticket Management Guide**.

### **4-1. Manage Cateogory**

{% hint style="info" %}
Configure **ticket classifications**.\
Categories are divided into **Inquiry Types** and **Handling Types**, and each can be set independently.
{% endhint %}

#### **(1) Submission Type**

{% hint style="info" %}
**What is a Submission Type?**

* When a customer submits an inquiry through the **Help Center’s 1:1 Inquiry** form, this category is **selected directly by the customer**.
* For inquiries received **outside the Help Center**, agents can **select and save the category** during ticket processing.
  {% endhint %}

<figure><img src="https://1271316527-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F8SPiiEcOHoTbpjiCouki%2Fuploads%2F2xSQYXycVE9UkJzY1yaf%2Fimage.png?alt=media&#x26;token=8b38e917-545b-42af-9fed-c5897c89b5a3" alt=""><figcaption></figcaption></figure>

**① Add Category**

* Click the **Add Category** button to create a new **Inquiry Type** category.
  * You must first create a **1st-level category**, then add **2nd–5th-level subcategories** in order.
  * The **Add Category** button is only activated when a **parent category** is selected.
* Category names **cannot be duplicated** within the same level, but may be reused across different levels.
* You can also enter **category names by Help Center language**, based on the **language settings** configured in the **Contract Details** of the current service.
* You can enter a description for the category.

**② Edit / Delete Category**

* Double-click a category name to **edit** it.
* Click the **delete (ⓧ)** icon displayed next to the category to **remove** it.
* When a category is deleted, **all of its subcategories** are deleted as well.

**③ Enable / Disable Categor**y

* Use the **ON/OFF toggle** to set whether each Inquiry Type is available in the **Help Center**.
  * **Enabled :** Available in both the **Help Center** and **Ticket Management** screens.
  * **Disabled :** Available only in the **Ticket Management** screen.

**④ Category ID**

* Click a category to view its **Category ID**.
* Click the **Copy** icon to copy the ID.

#### **(2) Processing Type**

{% hint style="info" %}
**What is a Processing Type?**

* This category is **selected manually by agents** during **ticket processing** and is **not visible to customers**.
  {% endhint %}

<figure><img src="https://1271316527-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F8SPiiEcOHoTbpjiCouki%2Fuploads%2FU9S7BjxcMgrFtIBsZVhE%2Fimage.png?alt=media&#x26;token=19ec243f-bf47-4485-8259-b3555d27cf4c" alt=""><figcaption></figcaption></figure>

**① Add Category**

* Click the **Add Category** button to create a new **Inquiry Type** category.
  * You must first create a **1st-level category**, then add **2nd–5th-level subcategories** in order.
  * The **Add Category** button is only activated when a **parent category** is selected.
* Category names **cannot be duplicated** within the same level, but may be reused across different levels.
* You can also enter **category names by Help Center language**, based on the **language settings** configured in the **Contract Details** of the current service.

**② Edit / Delete Category**

* Click the **edit** button to rename it.
* Click the **delete** button displayed next to the category to **remove** it.
* When a category is deleted, **all of its subcategories** are deleted as well.

***

### **4-2. Trigger**

{% hint style="info" %}
Automate processes by **defining outcomes that occur when specific conditions are met**.\
This helps **streamline repetitive tasks** and **improve operational efficiency**.
{% endhint %}

{% hint style="info" %}
**Go to FAQ**

[접수된 문의를 자동으로 외부 포워딩 하고 싶습니다.](https://nhn-contact.oc.nhncloud.com/oc/hc/article/43/)

[특정](https://nhn-contact.oc.nhncloud.com/oc/hc/article/42/)[ 조건에서 알림 메일을 보내고 싶습니다.](https://nhn-contact.oc.nhncloud.com/oc/hc/article/42/)
{% endhint %}

#### **① Add Trigger**

* Click the **Add Trigger** button to create a new trigger.
* If multiple triggers are used, you can **drag and drop** them to change their order.
* Triggers are **executed from top to bottom** in sequence.

#### **② Edit / Delete Trigger**

* Click **Edit** to modify an existing trigger.
* Only **disabled triggers** can be deleted.
* To delete a trigger, first **disable it**, then click **Delete**.

#### **(1) Add Trigger**

#### **① Trigger Condition**

<figure><img src="https://1271316527-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F8SPiiEcOHoTbpjiCouki%2Fuploads%2FTxtaT0rK6nDIhJexmnnU%2Fimage.png?alt=media&#x26;token=fdb26897-6677-45da-a70b-7194c2155007" alt=""><figcaption></figcaption></figure>

* Trigger conditions are the **requirements that must be met** for an **automated action** to be executed.
* Click the **Add Condition** button to configure multiple conditions.

> **Field Description**
>
> * Satisfaction
>   * Required (AND) : The result is executed **only when this condition is met**.
>   * Optional (OR) : The result is executed **if any of the other conditions are met**, regardless of this condition’s status.
> * Object : The **target** of the condition (e.g., **ticket status**, **inquiry type**, **assignee**, etc.).
> * Condition : The **comparison rule** used between the object and the condition value (e.g., **matches**, **does not match**, **changed**, etc.).
> * Condition Value : The **specific value** that satisfies the selected object and condition.

#### **② Trigger Result**

<figure><img src="https://1271316527-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F8SPiiEcOHoTbpjiCouki%2Fuploads%2FAaWcaRlwZZEraBWugZnR%2Fimage.png?alt=media&#x26;token=94f6165a-493e-4949-a7d5-811647448657" alt=""><figcaption></figcaption></figure>

* Trigger results are the **actions automatically executed** when the conditions configured in **①** are met.
* Click the **Add Result** button to configure various **automated actions**.

> **Field Description**
>
> * Object
>   * Assign : Automatically **assigns the ticket to the selected agent** when the specified conditions are met.
>   * Notification : Automatically **sends a notification email** to the designated recipient when the specified conditions are met.
>     * Click the **Set Notification Email** button to create the email template.
>     * Emails sent through triggers **do not apply** the email layout configured under\
>       \&#xNAN;**\[Service Management] → \[Ticket] → \[Email Settings]**.
>   * Forward
>     * Automatically **sends ticket information** to the designated recipient by email when the specified conditions are met.
>   * Callback
>     * Automatically **calls the specified API endpoint** when the specified conditions are met.

***

### **4-3. Field**

{% hint style="info" %}
This menu allows you to **configure the input fields** used in the **Help Center’s 1:1 Inquiry**, **ticket creation**, and **ticket processing** screens.
{% endhint %}

#### **(1) Field Setting**

**① Customer Field**

<figure><img src="https://1271316527-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F8SPiiEcOHoTbpjiCouki%2Fuploads%2Ft6GPqt6gaEYy8PFYTNfV%2Fimage.png?alt=media&#x26;token=c021b456-8466-44d8-be09-75ef124f4660" alt=""><figcaption></figcaption></figure>

* **Customer fields** are the items that customers **manually enter** when submitting an inquiry through the **Help Center’s “1:1 Inquiry”** form.
* Select a **customer field** from the dropdown menu on the right.
* You can configure different fields for each **Submission Type** category.
* Click the **Add** button to open the **Customer Field** dialog and add a field to the selected inquiry type.
* Click **Save** to apply your changes.
* To delete a field, select it and click the **Remove** button.
* You can also **drag the reorder icon** to change the field order. The **Inquiry Type** field is **fixed at the top**, and the **Personal Information Consent** field is **fixed at the bottom**.

**② Agent Field**

* **Agent fields** are the items that **agents manually enter** during the **ticket processing** stage.
* Select an **agent field** from the dropdown menu on the right.
* Since agent fields apply to **all submission types**, you can view and manage all existing field configurations.
* Click the **Add** button to open the **Agent Field** dialog and add a field to the selected inquiry type.
* Click **Save** to apply your changes.
* To delete a field, select it and click the **Remove** button.
* You can also **drag the reorder icon** to change the field order.
* The **Handling Type** and **Priority** fields are **fixed at the top**.

**(2) Field Management**

{% hint style="info" %}
You can **create custom fields** as needed for your work.
{% endhint %}

* Select either **Customer Fields** or **Agent Fields** from the dropdown menu on the right.
* Click the **Add** button to create a new field. For more details, refer to **Adding Fields**.
* Fields created manually by users are marked with a **Delete** button — clicking it will **remove the field**.
* System fields that are **automatically generated by Contiple** are marked with a **Reset** button — clicking it will **restore the field to its default settings**.

{% hint style="info" %}
**What is a System Field?**

* **Help Center System Fields:** Inquiry Type, Email, Subject, Inquiry Content, Personal Information Consent
* **Phone System Fields:** Consultation Date & Time, IN/OUT, Call Reservation, Reservation Time, Reservation Number (Phone system fields are **applied only to tickets received via phone** and are **not displayed in the Help Center**.)
  {% endhint %}

<details>

<summary> Adding Field</summary>

1. **Select Field Type :** Choose the type of field to create.
2. **Enter Field Code :** Enter the field code, which is used when developing with the **Open API** feature.\ <mark style="color:$danger;">※ Field codes</mark> <mark style="color:$danger;"></mark><mark style="color:$danger;">**must be unique**</mark> <mark style="color:$danger;"></mark><mark style="color:$danger;">and</mark> <mark style="color:$danger;"></mark><mark style="color:$danger;">**cannot be reused**</mark><mark style="color:$danger;">, even if the original field is deleted.</mark>
3. **Enter Field Name :** Enter the name that will be **displayed in the Help Center, Ticket forms, and other related screens**.
4. **Set Required Option :** Choose whether the field is **mandatory or optional**.
5. **Set Personal Information (Encryption)**
   1. You can choose to **encrypt the field’s input values** for secure storage.
   2. However, if encryption is enabled, **search functionality for this field will not be available**.
6. **Set Visibility :** Configure whether the field will be **visible or hidden**.
7. **Enter Additional Details :** Depending on the **field type**, you can specify additional information such as **help text**, **default values**, or **preset options**.

</details>

***

### **4-4. Manage Templete**

{% hint style="info" %}
This menu allows you to **create and manage templates** for **frequently used ticket response formats**.
{% endhint %}

#### **(1) Add Templete**

* Click the **Add** button, compose the **template form** you want to use, and complete the **template creation**.

> **Field Description**
>
> * Substitution Code : Double-click to insert a **placeholder** into the message body.\
>   When processing a ticket, the placeholder is **automatically replaced with the corresponding ticket information**.
> * Search Code : A **code used to quickly search and apply templates** during **ticket processing**.
> * Templete Connection : Select the **handling type** to be **linked to the template**.

#### **(2) Templete Connection**

{% hint style="info" %}
You can **view templates linked to each handling type**, and **add or delete templates** for the selected handling type.
{% endhint %}

* Select the **handling type** to link a template from the **left panel**.
* Click the **Add** button to open the **Template Selection** dialog.
* Select the template you want to add, then click **Confirm** to link and save it to the selected handling type.

{% hint style="info" %}
**FAQ 바로가기**

[답변 템플릿은 어떻게 사용하나요?](https://nhn-contact.oc.nhncloud.com/oc/hc/article/39/)

[티켓 답변 템플릿을 등록했는데, 답변 작성 시 조회되지 않아요.](https://nhn-contact.oc.nhncloud.com/oc/hc/article/62/)
{% endhint %}

***

### **4-5. Email Setting**

{% hint style="info" %}
You can **manage the email accounts used in Contiple** and the **email layout applied to ticket responses**.
{% endhint %}

<figure><img src="https://1271316527-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F8SPiiEcOHoTbpjiCouki%2Fuploads%2FKPVzwYDDB1uZzKfH640N%2Fimage.png?alt=media&#x26;token=fd612513-bacb-4b17-9f05-16e54e41aad1" alt=""><figcaption></figcaption></figure>

<figure><img src="https://1271316527-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F8SPiiEcOHoTbpjiCouki%2Fuploads%2FuCA273580N3Erva387bH%2Fimage.png?alt=media&#x26;token=92421acf-b808-48e9-aaa0-7965eba3708f" alt=""><figcaption></figcaption></figure>

#### **① Account Management**

* You can register a **primary email account**.
* When an inquiry is received through the registered address, it is **automatically converted into a ticket**.
* Only **IMAP-based email reception** is supported. Please refer to your **email service’s setup guide** for configuration details.

{% hint style="info" %}
**Go to FAQ**

[현재 사용하고 있는 외부 이메일을 연결하여 문의를 접수 받고 싶습니다.](https://nhn-contact.oc.nhncloud.com/oc/hc/article/44/)
{% endhint %}

#### **② Sender Information**

* Specify the **sender name** and **email address** used for emails sent from Contiple.

#### **③ Mail Layout**

* This feature automatically **sends emails** when a ticket is **resolved**, **put on hold**, or **manually processed**.
* You can customize the email content for each **ticket status type**.
* Email templates can be created for each **Help Center language**, as defined in the **Contract Details** of the current service.
* When selecting a **substitution code**, a placeholder is inserted into the editor, which is then **replaced with the corresponding ticket information** when the email is sent.
* Among substitution codes, **#{content} (Response Content)** is a **required field** and must be included in the template.

***

### **4-6. Sensitive**

{% hint style="info" %}
By registering **Sensitives**, you can **prevent restricted words from being included** in **ticket responses** during processing.
{% endhint %}

<figure><img src="https://1271316527-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F8SPiiEcOHoTbpjiCouki%2Fuploads%2Fn93SKXqcyUcvNJ2iKAT6%2Fimage.png?alt=media&#x26;token=d37ba0c9-b387-4037-8ecb-c0997a6906ed" alt=""><figcaption></figcaption></figure>

<figure><img src="https://1271316527-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F8SPiiEcOHoTbpjiCouki%2Fuploads%2FLs1SprPvxkdHtXfkVcBd%2Fimage.png?alt=media&#x26;token=5510e41d-059e-458e-b175-0fadece594b7" alt=""><figcaption></figcaption></figure>

* If a **Prohibited Term** is included in the **ticket response**, the ticket **cannot be processed or previewed** when clicking **Process** or **Preview**.

***

### **4-7. Issue Transfer**

> This menu allows you to configure automatic transfer of ticket information from **Consultation Management Service** to **Issue Management Service** when a ticket is escalated.

<figure><img src="https://1271316527-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F8SPiiEcOHoTbpjiCouki%2Fuploads%2F2TcBv6quFeDc6L9SBauV%2Fimage.png?alt=media&#x26;token=35389bb1-bb16-4791-84d9-5270271977f4" alt=""><figcaption></figcaption></figure>

#### **① Footer Setting**

* When transferring an issue, this feature **automatically inputs the consultation details** into the **Issue Transfer editor (popup window)**.

#### **② Field Connection**

* Basic
  * When transferring an issue, the **basic customer information** — such as **ID, email, phone number, name, and member number** — is automatically entered.
* Directly Setting
  * Link the fields of the **current Consultation Management service** with those of the **Issue Management service**.
  * You can connect the necessary fields **based on your operational needs** for easier management.

***

### **4-8. Alerts**

#### **(1) Surge Alerts**

{% hint style="info" %}
When the **inquiry volume increases rapidly**, a **notification can be sent** to the **designated agent**.
{% endhint %}

#### (**2) Recipient Settings**

{% hint style="info" %}
You can **register external recipients** who do **not use the Contiple service** as **notification targets**.
{% endhint %}

***

### **4-9. Other Setting**

**① Other Setting**

* When creating a ticket, you can **set whether the assignee group or agent can be specified or restricted**.
* You can **set resolved tickets to be completed automatically** based on a **specified time interval**.

**② Internal Resolution Response Settings**

* This message is **displayed in the consultation details** when a ticket is **processed as an internal resolution**.
* You can create the message for each **Help Center language**, as defined in the **Contract Details** of the current service.

***

## **➎ Call**

{% hint style="info" %}

* You can **register IVR route codes and route names** for **callback management**, and set the **outgoing caller ID** that will be displayed to customers during outbound calls.
* For detailed instructions on how to use phone features, refer to the **Phone Handling** section.
  {% endhint %}

{% hint style="danger" %}
**Permissions and Requirements**

1. Enable **Phone CTI - IB** and **Phone CTI - OB** in the **Contract Details** of the current service.
2. Ensure that only agents with **phone consultation permissions** can use this feature.
3. Configure CTI information under **\[Global Management] → \[CTI Management] → \[CTI Settings]**.
4. Apply **CTI IDs** and **CTI numbers** to agents under **\[Global Management] → \[CTI Management] → \[CTI Agent Management]**.
   {% endhint %}

{% hint style="info" %}
**Go to FAQ**

[상담원에게 전화 아이콘이 표시되지 않아요.](https://nhn-contact.oc.nhncloud.com/oc/hc/article/104/)

[CTI 화면은 전화 권한이 있는 서비스에서만 접속할 수 있나요?](https://nhn-contact.oc.nhncloud.com/oc/hc/article/101/)
{% endhint %}

### **5-1. IVR Route Management**

{% hint style="info" %}
This menu allows you to **link IVR routes that directly connect customers to agents** in the configured CTI scenario with the **Contiple phone feature**.
{% endhint %}

#### **① Add IVR Route**

* When connected to CTI, click the **Add** button to open the **Add IVR Route** dialog.
* You can view the list of **consultation menus registered in the CTI tenant** that have **not yet been registered** in the current service.
* Select the desired routes, then click **Save** to complete the addition.

  Registered IVR routes can **only be deleted**.
* If the IVR route data has been **modified in the connected CTI system**, delete the existing route in Contiple and **re-add it** to reflect the latest data.

#### **② Submission Type**

* You can assign an **Submission Type** to each registered IVR route.
* When a call is received through the corresponding route and a ticket is created, it will be **automatically categorized under the assigned submission type**.

***

### **5-2. Calling Number**

{% hint style="info" %}

* You can **register and manage outgoing caller IDs** that are displayed to customers during outbound calls.
* If a single agent handles **multiple services within the same organization**, this feature allows the agent to **select the appropriate caller ID** based on the purpose of the outbound call.
  {% endhint %}

**① Confirmed**

* Only caller IDs with the status **“Confirmed”** are displayed in this list.
* You can **drag the reorder icon** to adjust their order.
* The updated list is **reflected in real time** in the **\[Call Widget → Make a Call]** caller ID selection menu.

**② Total**

* Displays **all registered caller IDs**, regardless of their registration status.

**③ Add**

* Click the **Add** button to open the **Calling Number Add** screen.
* Enter the **caller name**, **caller number**, and attach the **certificate of telecommunications service usage**, then click **Save**.
* The entry will be registered with the status **“Under Review.”**
* After verification, the status will change to either **“Confirmed”** or **“Rejected.”**
* Once registered, the caller ID will appear in the **① Registered Numbers** list.

**④ Edit / Delete Callering Number**

* Click **Edit** to modify the details of a registered caller ID. (Only caller IDs with the status **“New”** can be edited.)
* Click **Delete** to remove a registered caller ID — deletion can be performed **regardless of its status**.

***

## **➏ Agent**

### **6-1. Agent**

{% hint style="danger" %}
**Permissions and Requirements**

* Users to be added as **agents** must be **registered as IAM members**.
  * You can register IAM members in **\[NHN Cloud CONSOLE] → \[Member Management] → \[IAM Member]**.
* If the user is **not yet registered**, please use the **Invite Member** feature to add them as an agent.
  {% endhint %}

#### **① Invite Member**

<figure><img src="https://1271316527-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F8SPiiEcOHoTbpjiCouki%2Fuploads%2FhZ1mB4RsMxfUc37GaYFq%2Fimage.png?alt=media&#x26;token=c703c0b2-1f1a-4d93-b00c-9b5689de2210" alt=""><figcaption></figcaption></figure>

* If the agent you want to add is **not registered as an IAM member**, click the **Invite Member** button to open the dialog box.
* Enter the **information of the member (agent)** to be invited, then click **Confirm**.
* An **invitation email** will be sent to the entered address, and the IAM member registration will be completed once the invitee **sets a password** through the email link.

#### **② Add Agent**

* Click the **Add Agent** button to open the **Add Agent** page.
* Depending on the **role** or **ticket handling scope**, enter the required details and click **Save** to complete the agent registration.

> **Field Description**
>
> * Account : Click the **Search Agent** button to find and select an **IAM member** to register as an agent.
> * Group : Select the **group** to which the agent will belong. If no group exists, click the **Add Group** button to create one.
> * Basic Permission : Select the **agent’s access level** — choose either **Administrator** or **Agent**.
> * Agent Role : Choose the **consultation channels** (e.g., Ticket, Chat, Phone) that the agent can use, based on the **current service contract**.
> * Ticket Forwarding : Grants the agent permission to **forward tickets** to other agents.
> * Search Role : Allows the agent to **view access logs** for all agents within the organization.
> * Permission Extract : Allows the agent to **export and download detailed ticket histories**.
> * CTI ID : The **connection ID** used to link with the phone server. (Requires phone feature activation)
> * CTI NO : The **extension number** used for call distribution in the phone server. (Requires phone feature activation)

{% hint style="info" %}
**Permission GuideAgent**

* Agent
  &#x20;: Grants permissions required for Ticket, Phone, and Chat consultations.
* Administrator : Includes all agent permissions, plus access to **Service Settings** and configuration menus.
  {% endhint %}

***

### **6-2. Group**

{% hint style="info" %}
This menu allows you to **register and manage agent groups**.\
Depending on the **inquiry type**, you can use groups to **assign tickets** or **send notification emails**.
{% endhint %}

<figure><img src="https://1271316527-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F8SPiiEcOHoTbpjiCouki%2Fuploads%2Fkb0eUq1JSA4fLQkADuWJ%2Fimage.png?alt=media&#x26;token=438a3a61-8a4a-45c0-b61c-ec1467f85c78" alt=""><figcaption></figcaption></figure>

***

### **6-3.** Allocation Control

> 상담 채널별 할당 여부와 CTI 정보, (최대)동시 상담 가능 건수를 설정할 수 있습니다.

* **상담원 로그인/로그아웃 여부**
  * 상담원의 로그인 여부를 확인할 수 있습니다.<br>
* **대기열 권한**
  * 해당 상담원의 대기열 권한을 확인할 수 있습니다.<br>
* **채팅**
  * 채팅 할당 : 토글 버튼 OFF 상태일 경우, 채팅 할당 대상에서 제외됩니다.
  * 최대 동시 상담 : 채팅 상담 시, 동시 상담이 가능한 최대 채팅 개수를 의미합니다. 대기 및 진행중 상태의 채팅이 설정 건수를 초과하면 신규 채팅 문의가 할당되지 않습니다.<br>
* **티켓**
  * 티켓 할당 : 토글 버튼 OFF 상태일 경우, 티켓 문의 할당/전달 대상에서 제외됩니다.
  * 최대 동시 처리 : 현재 준비 중인 기능입니다.<br>
* **할당 제어 권한**

  * 상담원 본인이 직접 채널별 할당 여부를 제어할 수 있습니다.
  * 토글 버튼 ON 상태일 경우, Contipl Office 상단의 프로필 → 개인정보설정에서 직접 할당 관련 내용을 설정할 수 있습니다.

***

### **6-4. Connection Log**

{% hint style="info" %}
You can **view the login and logout history** of all agents within the organization.
{% endhint %}

***

### **6-5. Menu Access Settings**

{% hint style="info" %}
You can **set access permissions** for administrators and agents on specific menus (**excluding Global Management**).
{% endhint %}

<figure><img src="https://1271316527-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F8SPiiEcOHoTbpjiCouki%2Fuploads%2FuHnw08RR22l9bek1oy3I%2Fimage.png?alt=media&#x26;token=56e66c0e-ffad-432f-a6f2-1fac971e0396" alt=""><figcaption></figcaption></figure>

* Change the setting of the target menu to **Partial Access**, then click the **Detailed Settings** button on the right to open the dialog box.
* Select the members whose access you want to revoke, and click the **▶** button to move them to the **Restricted Access** list.
  * For **Ticket Management**, members currently handling **unresolved tickets** cannot be selected.
  * For **Callback Management**, members holding **unassigned callbacks** cannot be selected.

***

## **➐ Help Center**

{% hint style="info" %}
This screen allows you to **configure your Help Center page**, which supports features such as **Announcements, FAQs, 1:1 Inquiries, and Chat**.
{% endhint %}

{% hint style="info" %}
**Help Center Access**

1. **Access via Domain :** `https://{domain}.oc.nhncloud.com/{serviceID}/hc`&#x20;
   1. Change Domain Name : Go to **\[NHN Cloud CONSOLE] → \[Organization Management] → \[Domain Settings]** to modify the domain name.
   2. Check Service ID <mark style="color:$danger;">(Not Editable)</mark> : You can verify your **Service ID** under **\[Global Management] → \[Contract Service Status] → Information entered when adding a service.**
2. **Access via Shortcut** : Click the **Help Center shortcut** located at the **bottom right corner** of the Contiple website.
   {% endhint %}

### **7-1. PC/Mobile Templete Management**

{% hint style="info" %}
You can **manage the main page design themes** for both **PC and mobile versions** of each service’s **Help Center**.
{% endhint %}

* Click the **Add Template** button to **add a new template**.&#x20;
* Click the **Activate** button to **apply the selected template** to the Help Center page.
* The **currently applied template** is marked with an **“In Use”** tag.
* Only **inactive templates** can be **edited or deleted** using the **Edit** or **Delete** buttons.

{% hint style="info" %}
**Go to FAQ**

[헬프센터 PC/모바일 템플릿 관리 기능의 구체적인 예시가 궁금해요.](https://nhn-contact.oc.nhncloud.com/oc/hc/article/60/)

[헬프센터 텍스트의 폰트를 바꾸거나, 굵게/밑줄 등 효과를 적용할 수 있나요?](https://nhn-contact.oc.nhncloud.com/oc/hc/article/64/)
{% endhint %}

***

### **7-2. Manage File Uploads**

{% hint style="info" %}
You can **manage files used for Help Center templates, ticket processing templates, and email layouts**. Commonly used files can be **uploaded to the server once** and **reused by referencing their file paths** in the required menus, eliminating the need for repeated attachments.
{% endhint %}

<figure><img src="https://1271316527-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F8SPiiEcOHoTbpjiCouki%2Fuploads%2F756W3MMLwvnExWhvjslF%2Fimage.png?alt=media&#x26;token=884bac2c-e844-44d8-bf47-e95126437fac" alt=""><figcaption></figcaption></figure>

#### **① File Upload**

* Click the **Upload File** button to upload a file stored on your PC.
* Files with the **same name as an existing file** cannot be uploaded.
* Click the **Download** icon on the right to download a registered file.
* Click the **Preview** (magnifier) icon to view the file before using it.
* Select a file and click the **Delete** button to remove it.

#### **② File Path**

* You can **check the file path** of the uploaded file.
* Copy and **paste the path** into templates, layouts, or other menus where the file is needed.

***

### **7-3. Default Setting**

{% hint style="info" %}
You can **control the visibility** of Help Center features by **activating or deactivating** each function.
{% endhint %}

***

### **7-4. Member Interlink**

{% hint style="info" %}

* This feature allows you to **integrate your own service’s user authentication system** with the **Contiple Help Center**.
* Through **login integration**, users can **submit inquiries and check their inquiry history** using their existing login information from your service.
  {% endhint %}

#### **①** Member Integration Activation

* Set this option to **Active** to enable member integration.

#### **② Non-member Inquiry**

* **Enable** : Allows customers to **submit inquiries without logging in**.
* **Disable**: Restricts inquiry submissions to **logged-in users only**.

#### **③ Integration Settings**

* Select the **login integration method** and configure the required **URL and parameters**.
  * Two integration types are supported: **POST** and **GET**.
  * To complete the integration, develop and register the API **according to the technical specifications provided by Contiple**.

{% hint style="info" %}
**Member Intergration API Guide**

* [회원연동 (POST)](https://docs.nhncloud.com/ko/Contact%20Center/ko/online-contact-api-guide-openapi-sso/)
* [회원연동 (GET)](https://docs.nhncloud.com/ko/Contact%20Center/ko/online-contact-api-guide-openapi-member-get/)
  {% endhint %}

***

### **7-5.** Multilingual **Mangement**

#### **(1)** Multilingual code

{% hint style="info" %}

* You can **manage the multilingual language sets** used in the Help Center.

* For **default system language sets**, only the **content and tags** can be modified — the **code values cannot be changed**.
  {% endhint %}

* Click the **Registeration** button to open the **Multilingual Set Registration** dialog.

* You can create language sets for each **Help Center language** defined in the **Contract Details** of the current service.

* Use **Tag Settings** to categorize language sets by **usage or type**.

* Registered sets can be **inserted into the script** in **\[PC/Mobile Template Management]** to build language-specific Help Centers.

* Click the **Modify** or **Delete** button to modify or remove a language set.

#### **(2) Tag**

{% hint style="info" %}

* You can **manage custom tags** to help you **categorize language sets more efficiently**.
* Added tags can be **linked to language sets** in the **\[Multilingual Code]** tab.
  {% endhint %}

***

### **7-6. External Menu Management**

{% hint style="info" %}
After adding an **external menu**, click the **activation toggle** in the list to apply it to the **Help Center navigation**.
{% endhint %}

<figure><img src="https://content.gitbook.com/content/8SPiiEcOHoTbpjiCouki/blobs/ktbUfCBo3H2H2iktojzp/kr[%EC%83%81%EB%8B%B4]%EC%84%9C%EB%B9%84%EC%8A%A4%EA%B4%80%EB%A6%AC-%ED%97%AC%ED%94%84%EC%84%BC%ED%84%B006.png" alt=""><figcaption></figcaption></figure>

> **Field Description**
>
> * **Menu Name** : The name displayed in the Help Center navigation.
> * **Exposure** : Set whether the menu is displayed on **PC**, **mobile**, or both.
> * **Base URL** : The link destination when clicking the external menu.
> * **Parameter Settings** : If parameters are required when calling the URL, you can configure them using **API**, **Fixed Value**, or **Combined** options.

***

## **➑ External Channel**

### **8-1. Kakao Talk Plus Friend**

#### **① Activating** Plus Friend

{% hint style="info" %}

* When the **Chat Service** is activated, existing **Plus Friend 1:1 Chat** will be disabled.

* Inquiries received through **KakaoTalk** will be categorized under the channel **“Kakao.”**
  {% endhint %}

* The connection process takes up to **1–2 business days**.

* If the connection request is rejected, you can **check the rejection reason** in the status details.

#### ② Kakao Plus Friend Settings

* Click an account (ID) to open the **Kakao Plus Friend Detail Settings** dialog.
* You can configure **consultation hours**, **available chat days**, **service hours**, and **automatic messages**.
* **Automatic Messages** are sent automatically during specific events:
  * **Outside Business Hours**: Sent when a chat is received outside of the configured consultation time.
  * **Greeting Message**: Sent when the chat is successfully connected.
  * **No Agent Available**: Sent when no agents are online.
  * **Satisfaction Request**: Sent when the agent sends a satisfaction survey.
  * **End of Consultation**: Sent when the chat session is closed.

***

### **8-2. SMS**

{% hint style="info" %}
You can **integrate the SMS service provided by NHN Cloud** with Contiple to **send text messages**.
{% endhint %}

{% hint style="danger" %}
**Permissions and Requirements**

1. Go to **\[NHN Cloud Notification] → \[SMS]** and activate the service.
2. In the **Contract Details** of your current service, enable the **“SMS Sending”** feature.
   {% endhint %}

#### **① SMS Activation**

* Enter the **APP KEY** from the **\[NHN Cloud Notification] → \[SMS]** service console.
* If the APP KEY is valid, the SMS feature will be **activated**, and the **list of registered sender numbers** will be displayed below.

#### **② Add Sender Number**

* Click the **Add** button to open the **Add Sender Number** dialog.
* You can **retrieve sender numbers** registered in the **\[NHN Cloud Notification] → \[SMS]** service.
* Check the sender numbers you want to use in Contiple, then click **Confirm** to complete the addition.
* When sending SMS or MMS messages, you can **select from the added sender numbers**.

***

### **8-3. Dooray!**

{% hint style="info" %}
You can **integrate the Dooray! service** with Contiple to **use it for ticket handling and issue transfers**.
{% endhint %}

**①  Activate Dooray! Transfer / Allow IP Access / Configure Project Webhoo**k

* Click the **Enable** button to active the **Dooray! Transfer** feature.
* For integration, you must configure **IP access permissions** and **project webhooks** in Dooray!
  * Click the **Receive IP Information** link, then enter an email address to receive Contiple’s IP list.
  * After confirming the received IP addresses, refer to the Dooray! guide,\
    \&#xNAN;**“Restrict Service Access by Specific IP or Members,”** and allow access from these IPs.
  * Once IP access is granted, refer to the Dooray! guide,\
    \&#xNAN;**“Integration with External Services (Outgoing),”** and enter the required information as described.

<table><thead><tr><th width="179">Input Fields</th><th>Values</th></tr></thead><tbody><tr><td><strong>Webhook URL</strong></td><td>https://{조직 도메인}.oc.nhncloud.com/{서비스ID}/api/v2/dooray/hook</td></tr><tr><td><strong>Message Format</strong></td><td>Dooray!</td></tr><tr><td><strong>Notification Items</strong></td><td>Change Work Status, Add Work Comments</td></tr><tr><td><strong>Usage Status</strong></td><td>Enable(Use)</td></tr></tbody></table>

**② Add Dooray! Organization**

* Click **Add Organization** and enter the **organization name**, **organization ID**, and **tenant token** for Dooray!.
* You can request a **tenant token** via email at **<dooray@nhn.com>**.

**③ Add Dooray! Project**

* After registering your organization, click **Register Dooray! Project** to add sub-projects under it.
* Enter the **project name**, **project URL**, **project ID**, and **representative IAM ID**.
  * You can find the project address and ID in the project URL:\
    `https://{organization-domain}.dooray.com/project/{project-id}`
  * If a consultant creating a task or comment in Dooray! is **not a member** of the linked project,\
    the task or comment will be created **under the representative registrant’s name**.

{% hint style="info" %}
For individual consultants creating Dooray! tasks, a **Dooray! User Key** is required.

* When registering a Dooray! organization, if the consultant’s **IAM email** matches the email used in Dooray!, a **Dooray! User Key** will be automatically issued.
* You can check this information in **\[Service Management] → \[Agents] → Edit Agent**.
  {% endhint %}

**④ Temporary Pause**

* You can **temporarily suspend the Dooray! integration** while keeping existing data.
* When paused, the **Dooray! Transfer button** in the ticket details will be hidden, and transfers will not be available.

***

## ➒ **Security Management**

{% hint style="danger" %}
**Permissions and Requirements**

The **Security Management feature** requires **prior consultation with the Contiple Customer Center** before use.

Go to Contiple Help Center
{% endhint %}

### **9-1. Log Linkage**

{% hint style="info" %}
Provides a **Personal Information Masking** feature that **encrypts customer data** transmitted for log integration and consultation activities.
{% endhint %}

***

### **9-2. Spam Management**

{% hint style="info" %}
Also includes a **Spam Management** feature to handle **repeated or malicious inquiries**.\
You can register spam sources by **email** or **IP address**.
{% endhint %}


---

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