http://docs-ai.easemob.com/ 2026-05-01T02:58:39+00:00 http://docs-ai.easemob.com/ http://docs-ai.easemob.com/lib/tpl/haozki-2016-01-25/images/favicon.ico text/html 2019-03-12T03:24:48+00:00 http://docs-ai.easemob.com/cs-en/admin/adminhome?rev=1552361088&do=diff Home The Home page shows the main data related to agents. Data Today New conversations Number of conversations created from 00:00 to the current time, including incoming and callback conversations served by all agents. Ongoing conversations Number of conversations that are currently served by all agents. text/html 2019-03-12T03:24:48+00:00 http://docs-ai.easemob.com/cs-en/admin/auto-message?rev=1552361088&do=diff AutoMessage Introduction Hyphenate Customer Engagement Cloud has launched the AutoMessage feature. By creating online automatic messages, you can proactively push product and event messages to target customers through app and web channels. This feature helps you better market your customers and keep them using your products or services. text/html 2019-03-12T03:24:48+00:00 http://docs-ai.easemob.com/cs-en/admin/channelmgm?rev=1552361088&do=diff Channels App Log in to Hyphenate Customer Engagement Cloud, go to “Admin Mode > Channels > App”, and click Add IM Account to create an IM account. The IM account can be used as a messaging channel between app/web customers and Hyphenate Customer Engagement Cloud. For information about how to connect app users with Hyphenate, see text/html 2019-03-12T03:24:48+00:00 http://docs-ai.easemob.com/cs-en/admin/clientvoice?rev=1552361088&do=diff Voice of Customers (VOC) Based on natural language processing, theme modeling and sentiment analysis, the voice of the customer (VOC) analyzes the messages of customers and agents, generates the sentiment indexes of customers and agents and frequent keywords, and allows admins to track the messages and conversations that correspond to these keywords. text/html 2019-03-12T03:24:48+00:00 http://docs-ai.easemob.com/cs-en/admin/exportmgm?rev=1552361088&do=diff Export In the Admin Mode, on the Export page, admins can download the files exported by all agents and other admins, and view the download records for each exported file, including the agent name, download time, and IP address. * Agents: can export notes and conversations from the Note and History pages in the Agent Mode. text/html 2019-03-12T03:24:48+00:00 http://docs-ai.easemob.com/cs-en/admin/history?rev=1552361088&do=diff History In the Admin Mode, on the History page, admins can view all the closed conversations, messages, customer profiles, satisfaction ratings, and transfer records, and perform quick quality reviews. The conversation list shows the customer name, agent name, start time (join or transfer time), conversation tag, transfer status, channel, and channel account. The conversations can be filters based on these information. text/html 2019-03-12T03:24:48+00:00 http://docs-ai.easemob.com/cs-en/admin/monitor?rev=1552361088&do=diff Monitor You can view information about conversations, customers, agents, and services in real time. This gives you a quick insight into your teams' performance. To view these information in real time, go to “Admin Mode > Monitor”. [Monitor] Agent Status text/html 2019-03-12T03:24:48+00:00 http://docs-ai.easemob.com/cs-en/admin/note?rev=1552361088&do=diff Note When customers have been waiting for a long time or agents are too busy to reply to them in time, the customers can choose to leave a note instead. On web widgets, if the robot is offline at non-work hours, the widgets display the note form by default. Customers' notes are different from conversations and do not go to the Queue. text/html 2019-03-12T03:24:48+00:00 http://docs-ai.easemob.com/cs-en/admin/notifications?rev=1552361088&do=diff Notification When there is an event that requires the admin's attention, the system automatically sends a message to the admin and reminds the admin that there is an unread message on the Notification page. These messages are permanently saved and sorted by the creation time in descending order. text/html 2019-03-12T03:24:48+00:00 http://docs-ai.easemob.com/cs-en/admin/ongoingconv?rev=1552361088&do=diff Ongoing Admins can monitor all ongoing conversations, including those served by agents and the robot. The conversations can be filtered based on the time period, agent name, customer name, and customer tag. By default, all ongoing conversations are displayed. text/html 2019-03-12T03:24:48+00:00 http://docs-ai.easemob.com/cs-en/admin/qualityreview?rev=1552361088&do=diff Review Overview On the Review page, admins can review historical conversations and agents' performances. The review results provides a basis for improving service quality. The conversation list shows the first response time, conversation duration, and average response time of each agent, and the satisfaction ratings of each conversation. text/html 2019-03-12T03:24:48+00:00 http://docs-ai.easemob.com/cs-en/admin/robot?rev=1552361088&do=diff Robot Overview Based on natural language processing and deep learning, Hyphenate robot trains on the dialogue model established using massive data. Loaded with knowledges from multiple industries and domains and strengthened with the real-time feedback from Hyphenate Customer Engagement Cloud, Hyphenate robot can accurately recognize the customers' intentions and assists agents or works as an agent to answer frequently asked questions, reducing the cost of customer service. text/html 2019-03-12T03:24:48+00:00 http://docs-ai.easemob.com/cs-en/admin/search?rev=1552361088&do=diff Search On the Search page, you can search for all historical conversations and messages by entering the keyword. Conversations/Messages On the Search page, you can search for all conversations and messages based on keywords. The search results include the customer/agent name and the message delivery time. You can also export the search result. text/html 2019-03-12T03:24:48+00:00 http://docs-ai.easemob.com/cs-en/admin/settings-routing?rev=1552361088&do=diff Settings (Routing) Routing Rules On Hyphenate Customer Engagement Cloud, you can create routing rules for conversations from different channels (app, web, WeChat, and Weibo) and different channel accounts (IM accounts, WeChat official accounts, and Weibo accounts). You can create a variety of routing rules by binding the robot or teams with channels or channel accounts and adjusting the order of channel binding, channel account binding, and entry binding. text/html 2019-03-12T03:24:48+00:00 http://docs-ai.easemob.com/cs-en/admin/settings?rev=1552361088&do=diff Settings Admins can perform the following settings: * * * * * * * * * * * * For information about routing rules, see Routing. Company Company info consists of account info and profile. The account info includes the license and expiration date. The profile includes the company logo, company name, tenant ID, phone number, address, and description. text/html 2019-03-12T03:24:48+00:00 http://docs-ai.easemob.com/cs-en/admin/start?rev=1552361088&do=diff Admins * Home * Members * Channels * Robot * Settings * Settings (Routing) * Search * Note * Ticket * Customers * AutoMessage * History * Review * Export * Ongoing * Monitor * Analytics * VOC * Notification text/html 2019-03-12T03:24:48+00:00 http://docs-ai.easemob.com/cs-en/admin/statistics?rev=1552361088&do=diff Analytics Workload The workload report includes the overview, trend of conversations and messages, conversation distribution (by conversation labels), conversation distribution (by messages), conversation distribution (by duration), agent workload, and team workload. You can filter these data and export the report based on the filtering options (including the time period, conversation tag, channel, channel account, agent, team, and conversation type). All query results are displayed in real ti… text/html 2019-03-12T03:24:48+00:00 http://docs-ai.easemob.com/cs-en/admin/teammgm?rev=1552361088&do=diff Members Agents The agent list shows all users (admins and agents). You can search for a user, sort the users by the capacity or role. Users on Hyphenate Customer Engagement Cloud have three roles: admin, agent, and custom role. The permissions of the custom role can be edited. text/html 2019-03-12T03:24:48+00:00 http://docs-ai.easemob.com/cs-en/admin/ticket?rev=1552361088&do=diff Ticket Hyphenate has launched a powerful online ticket system that supports multi-person collaboration. Tickets can be submitted to the ticket system via e-mail, web, and telephone. Hyphenate Customer Engagement Cloud provides the “ticket integration” function to connect with the ticket system. text/html 2019-03-12T03:24:48+00:00 http://docs-ai.easemob.com/cs-en/admin/visitors?rev=1552361088&do=diff Customers In the Admin Mode, the Customers page shows all the customers who are served in the system. Admins can view the customer profiles and manage the customers. Customer Management Filter Customers The Customers page displays the customers created within this week by default. The customers can be filtered based on the time period, customer tag, customer name, and customer IDs. Additionally, the customer name and customer ID support fuzzy query.