http://docs-ai.easemob.com/ 2026-05-01T02:58:52+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/agentmode/agentprofile?rev=1552361088&do=diff Personal Agents and admins can set their own personal information (avatar, nickname, name, employee ID, and phone number), modify the login password, set the interface language, and set their personal greetings. [Personal] Set Personal Information Personal information includes avatar, nickname, name, employee ID, and phone number. On the Personal page, enter these information and click text/html 2019-03-12T03:24:48+00:00 http://docs-ai.easemob.com/cs-en/agentmode/analytics?rev=1552361088&do=diff Analytics The Analytics page displays the core statistical data for the agent. The data can be filtered by date. Overview The statistical indicators are as follows: * Served conversations: Number of incoming and callback conversations served by the agent, including closed and ongoing conversations. text/html 2019-03-12T03:24:48+00:00 http://docs-ai.easemob.com/cs-en/agentmode/conversation?rev=1552361088&do=diff Conversations On the Conversations page, agents can have conversations with customers and colleagues. * Navigation pane: displays all the pages in the Agent Mode. For example, the agent can switch to History or Analytics via the navigation pane. text/html 2019-03-12T03:24:48+00:00 http://docs-ai.easemob.com/cs-en/agentmode/exportmgm?rev=1552361088&do=diff Export On the Export page, agents and admins can download the exported files 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/agentmode/history?rev=1552361088&do=diff History On the History page, agents and admins can view the closed conversations, messages, and customer profiles. 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/agentmode/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/agentmode/notifications?rev=1552361088&do=diff Notification When there is an event that requires the agent's attention, the system automatically sends a message to the agent and reminds the agent 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/agentmode/queue?rev=1552361088&do=diff Queue The Queue page displays conversations waiting to be served. A conversation will enter the Queue if either of the following occurs: * The agent or admin is busy, away, invisible or offline. * The maximum conversations of the agent or admin is full. text/html 2019-03-12T03:24:48+00:00 http://docs-ai.easemob.com/cs-en/agentmode/search?rev=1552361088&do=diff Search Search for Conversations and Messages On the Search page, you an search for historical conversations that you served and their messages. By default, the search result only includes conversations created within the last 30 days. Click “Sort” to modify the search result. The search result can be filtered based on the channel, channel account, and conversation tag. text/html 2019-03-12T03:24:48+00:00 http://docs-ai.easemob.com/cs-en/agentmode/start?rev=1552361088&do=diff Agents * Conversations * Queue * Note * Ticket * History * Search * Customers * Export * Personal * Notification * Analytics text/html 2019-03-12T03:24:48+00:00 http://docs-ai.easemob.com/cs-en/agentmode/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/agentmode/visitors?rev=1552361088&do=diff Customers The Customers page shows all the customers who are served by the agent. The agent can view the customer profiles and manage the customers. Enable Customers The Customers page is unavailable by default. An admin must go to “Admin Mode > Settings > System Settings