[TOC]

I. What is Employee Service?

You can use Employee Service to add employee service accounts and provide services to employees. Employees can use the service account in the company Contacts to ask questions.
“AI chatbot + CSR” is used to provide services to employees. The AI chatbot replies to an employee according to the knowledge base of the company first. If the question cannot be answered, the employee can turn to CSR.

II. How to Set Employee Service

1. Create Account

Admins can add service accounts in “Admin Console” -> “Security and Management” -> “Management Tool” -> “Employee Service” -> “Service Account”. Currently, there is no limit on the number of service accounts that can be added.

On the customer service account editing page, admins can configure the account profile (such as profile photo, name, gender, contact information, or service window), add agents to the account, and set their permissions.

2. Maximum number of characters for employee service account information content

(1) Up to 200 agents can be assigned to a service account
(2) The size of the profile photo should be 750 * 750 pixels or less
(3) Account name: Up to 40 characters can be entered
(4) Alias: Up to 40 characters
(5) Telephone number: Consists of 1 - 32 digits and hyphens (-)
(6) Description: 250 Chinese characters

3.“Department” of employee service accounts

Currently, “Department” is only displayed as part of the service account information page, and this service account will not be shown under [Client -> Contacts -> A Department].

4. Set the visible scope of employee service

The visible scope can be set by member or department. Only members within the visible scope can view the service account in the Contacts or through search.

When the agent of the service account is set to “Hidden Department/Member”, enterprise personnel can find the agent in Employee Services for a conversation.
Note: If a member has initiated a conversation with an employee service account in the past but is no longer within the visible scope of the account, they can still search for Employee Services in the feed.

5. The message assignment method for employee services

When there are two or more agents, the message assignment method can be set.

(1) Messages are assigned to the agent currently serving the least number of employees
① Messages are preferentially assigned to agents who have previously served the employee: preferentially assign to agent who has served the employee. If this agent is busy, it will be assigned to a relatively idle agent;
② If only “Messages are assigned to the agent currently serving the least number of employees” is selected, but “Messages are preferentially assigned to agents who have previously served the employee” is not checked, then if all agents are idle, it will be assigned to the fixed first agent by default. This situation will be optimized later.
③ If the message assignment method is “Messages are assigned to the agent currently serving the least number of employees”, there will be an entrance for chat history/service records (message records) in the conversation. Clicking on the service record will display the record of the employee’s historical access to agents. Clicking on the corresponding agent record will show the chat content.

(2) Messages are assigned to all agents
① All personnel of all “agent accounts” set above can receive messages sent to this service account. All agents will have this new conversation at the same time (but it is not a group chat).
② After selecting this mode, all agents under this account can see the historical message records. (Even if the personnel set under the “agent account” are changed, the previous chat history can still be seen).
③ If the set message assignment method is “Messages are assigned to all agents”, there will be no entrance for chat history/service records (message records) in the conversation.

6. Information that agents can modify

After checking, agents can modify the information by themselves in the client-side. The unchecked parts will be grayed out on the computer side and cannot be modified.

7. Service window settings

After a link is set for the employee service window, the page of this link can be seen on the right side of the computer-side conversation.
Service window (the name displayed in the menu bar): Enter up to 12 characters
Service window (the automatically loaded web page): Please fill in a valid URL with the http or https protocol header

8. Prohibit addition to the group setting

When enabled, this employee service account cannot be added to groups. When disabled, the service account can be invited / added to internal group chats.

III. How to Use Employee Service

1. After you configure and save the service account information, company members can use the service account in “Employee Service” in the company Contacts to ask questions.
2. The internal service account is linked to a member’s personal WeCom account instead of a new WeCom account. The internal service chat is a special chat in the chats of the personal account.

IV. How to Set the Chatbot

1. Each service account has a knowledge base. After you set a knowledge base, the chatbot uses the knowledge base to answer questions. The more Q&As configured, the more accurate the machine learning model.
2. If the service account is added to a group chat, intelligent replies are not available and questions can only be answered by a CSR.
To configure the chatbot settings, go to “Management Tools” -> “Employee Service” in the Admin Console, click the desired service account, and then click “Chatbot Settings”.

3. When you add a Q&A to the knowledge base, you can add similar questions. If a member asks a similar question, the chatbot can reply with the same answer.

4. You can add questions in the knowledge base to different groups, and export and import questions in batch.

V. Set Up a Satisfaction Survey

After creating an employee service account, click it to enter the account details and configure “Satisfaction Survey”. Once it is enabled, a satisfaction survey will be automatically sent when a CSR service session ends.

Go to “Admin Console” -> “Security and Management” -> “Management Tools” -> “Employee Service”, and click an account -> “Satisfaction Survey”.

Admins can set “Inquire About Dissatisfaction Reasons”. Once it is set, users can select a reason for their dissatisfaction.

Dissatisfaction reasons can be aggregated and viewed by the number of evaluations, proportion, service personnel involved, and reason for dissatisfaction. The time frame for these statisfaction be customized.

Survey Statistics: This includes the number of surveys sent, the number of surveys completed, and the proportion of satisfied, neutral, and dissatisfied evaluations; with filtering options for yesterday, the last 7 days, the last 30 days, or a custom time period, as well as by service personnel. Additionally, these metrics are calculated on the following day, and thus it is not possible to view statistics for the current day.

Number of Surveys Sent: The number of satisfaction surveys distributed each day after CSR service sessions have ended.
Number of Surveys Completed: The number of satisfaction surveys completed by employees.
“Satisfied” Evaluation Proportion: The number of questionnaires rated “satisfied” divided by the total number of satisfaction surveys completed.
“Neutral” Evaluation Proportion: The number of questionnaires rated “neutral” divided by the total number of satisfaction surveys completed.
“Dissatisfied” Evaluation Proportion: The number of questionnaires rated “dissatisfied” divided by the total number of satisfaction surveys completed.

VI. How to Set an Owner

1. Super admins can go to “Management Tools” -> “Employee Service” in the Admin Console, click the desired service account, and then click “Owner” to configure the owner of the service account and management scope of the owner.

Currently, there is no upper limit on the number of owners.

2. Owners can go to “Workspace” -> “Employee Service” in WeCom for Windows to manage their service accounts. (WeCom for Mac does not support this feature.)

3. Differences between an owner and a super admin:
(1)An owner cannot configure owners when they manage service accounts.
(2) An owner can view the authorized scope of the service accounts but cannot edit the scope.
(3) An owner cannot delete service accounts.

VII. How to View Service Records

1. It is currently not allowed to view employee service records in the Admin Console.

2. For group chats, the entry point for Service Records is unavailable.

3. In a private chat, for the same service account, the system checks whether service record data exists. If service record data exists, the entry point is displayed; if not, it is hidden. However, if “Messages are assigned to all agents” is selected, message records will not be written into service records — only messages under the mode “Messages are assigned to the agent currently serving the least number of employees” will be written.

Special Notes:
(1) The Mac client currently does not have a service records entry point.
(2) When the message assignment method is set to “Messages are assigned to all agents”, the Windows client will not display an entry point for chat history or service records (message history) in conversations. In contrast, the Mac client will show a chat history entry point.

4. To view service records:
(1) On mobile app: In the employee service chat window, tap the three dots in the upper-right corner -> “Service Records”.
(2) On PC: In the employee service chat window, click the “Show Message History” button in the toolbar above the chat input box.

VIII. FAQ

1. Is there a limit on the number of service accounts?
A maximum of 200 agents can be added to a staff service account.

2. Why can’t I modify the information about the service accounts?
(1) In the Admin Console, only super admins can edit the information about the service accounts.
(2) In WeCom, the service account owner can manage the service accounts. If “Agents can modify information” is enabled in the Admin Console, the agent can edit their information on PC.

3. Why can’t I see the Employee Service entry point in WeCom?
(1) Check if Employee Service is enabled. You can enable it in “Admin Console” -> “Security and Management” -> “Management Tool” -> “Employee Service”.
(2) Employee Service is unavailable to members with “Restricted Access to All” set.
(3) Check if the member is within the allowed scope of the service account, and if the company has departments/members with the same name - they may be in a different department/a different person.

4. Why does it prompt “Import failed: XXXXXXXX contains illegal characters, please rewrite” when importing the knowledge base in employee services?
Please confirm whether the corresponding content contains spaces. Currently, only half-width spaces are supported, and full-width spaces are not supported.

5. What is the maximum length of each field under Employee Service?
Account Name: 40 characters
Alias: 40 characters
Landline: 1-32 digits and “-“
Description: 250 characters
Service Window (displayed in menu): 12 characters
Service Window (auto-loaded webpage): valid URL starting with http or https

6. When will an employee service chat automatically end?
Chats will automatically end after 10 minutes of no reply (displayed as “Customer service chat ended” / “Service chat ended”).
Chats can be manually ended on Windows and mobile, but not on Mac.