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    Quick Start

    Last updated: 2024-09-04 11:06:29
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      Overview

      Tencent Cloud Desk is divided into three components: user side, agent side, and management side, tailored respectively for your users, agents, and administrators. You can follow this document to complete the process of activating, configuring, and integrating Intelligent Customer Service.

      Integration Guide

      Activating Tencent Cloud Desk

      Create a Chat application, proceed to the Chat Console to activate the Desk.
      
      
      

      Logging into the Desk Management Panel

      Method One: After activation, click Go to management panel within the manage configuration for password-free access to the management panel.
      
      
      
      Method Two: After activating Desk, you will receive the login credentials via Tencent Cloud internal messages, which you can use to directly log into the management panel.

      Configuring the User End

      Based on your scenario, select the appropriate user interface and complete its configuration:
      User Inquiry Channels
      Suitable Scenarios
      Web (H5)
      No development required, directly configure a web-based customer service page that can be embedded or linked to any part of your website. Supports both web and H5, but the UI is not customizable.
      Integrate customer service functionality within your Chat application.
      Your users send inquiries to the Chat customer service virtual number, which are routed to available agents.
      After completing the Application Configuration, use the customer service UserID for setup.

      Configuring the Chatbot

      The Chatbot, powered by Tencent Cloud's cutting-edge artificial intelligence technology, provides advanced FAQ capabilities. You can quickly implement a multi-platform, cross-terminal chatbot. Once Desk is activated, the Chatbot function is enabled by default; if you need to disable the Chatbot or check its status, please see Basic Configuration.
      
      
      
      For further management of the knowledge base, basic configuration, etc., please go to the management panel, as detailed in the Administrator's Manual.

      Initiating Conversations

      After completing the integration of the user end, you can directly start conversations with the Chatbot on the respective user interface.
      If you need to initiate a conversation manually, click "Go to Workstation" in the management panel for password-free access to the workstation.
      
      
      
      In the conversation, after choosing to connect to an agent, send messages and conduct customer service consultation at the workstation, as detailed in the Agent Manual.
      
      
      
      For further management of agents or sessions, such as team management and session settings, please go to the management panel, as detailed in the Administrator's Manual.

      Terminology Explanation

      Management Panel: A management platform for managing team member-related information, such as creating adding agents and session settings. For more details, see the Management Panel documentation.
      Workstation: A platform where customer service agents handle user inquiries and respond to messages. For more details, see the Agent documentation.
      Agent: Refers to personnel who complete user service tasks through online sessions.
      User End: Different access mediums for customer service inquiries, supporting both Instant Messaging IM and web access.
      
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