3Chat.AI Deployment Feature User Manual
3Chat.AI is an agentic AI customer service agent designed specifically for Chinese sellers. It breaks through the response logic of traditional customer service:
- Pre-sales stage: Executes the “Smart Marketing SOP,” using industry-specific sales scripts and multi-turn rhythmic conversations to proactively guide lead capture and conversion.
- Post-sales stage: Acts as a “Business Expert,” performing business operations based on specific business goals to help improve customer retention and repurchase rates.
To meet different business scenarios, 3Chat.AI offers two deployment methods: Custom Deployment and Workflow Deployment, helping you go live quickly and continuously optimize the agent’s performance.
1. Feature Overview
The 3Chat.AI deployment feature controls whether the 3Chat agent responds to real customer messages coming in through channels.
- When you need the 3Chat agent to start and reply to real customer messages from channels, click the “Publish” button at the top of the page to activate 3Chat.
- When you need to take 3Chat offline to adjust configurations and debug, click the “Pause” button at the top of the page to stop replying to real customer messages from channels. At this point, you can test in the sandbox environment.
Here, you can also configure the scope of contacts served by the 3Chat agent. By using contact attributes and defining conditions, you can dynamically filter contacts.
You can also preview all knowledge content mastered by the 3Chat agent, the guidelines it needs to follow, AI tasks, and which human colleagues will be notified when a customer requests to speak with a human agent, before activating the 3Chat agent.
2. Quick Start Guide
- Log in to the 3Chat.AI Admin Console.
- In the left navigation bar, select: 3Chat Agent → Deployment.
3. Steps to Take Before Deployment
3.1. Provide Accurate Knowledge Content to 3Chat
Go to 3Chat Agent → Training → Knowledge Base to train the 3Chat agent to master accurate knowledge.
- Please refer to the 3Chat Knowledge Base Feature User Manual - Operation Guide to upload and manage the knowledge content for the 3Chat agent.
- You can also read our summarized optimization guide 3Chat Knowledge Base Feature User Manual - Optimization Guide to configure appropriate parameters when uploading knowledge and guiding 3Chat to retrieve knowledge.
3.2. Define Clear Guidelines for the 3Chat Agent
Go to 3Chat Agent → Training → Guidelines to train the 3Chat agent to serve your customers under clear guidelines.
- Please refer to the 3Chat.AI Guidelines Feature Operation Guide - Introduction to complete the guideline settings.
- You can also read our summarized advanced guide 3Chat.AI Guidelines Feature Advanced Guide - Optimization Guide to refine your guidelines with the help of the intelligent optimization feature.
3.3. Define Tasks for the 3Chat Agent
Go to 3Chat Agent → Training → AI Tasks to train the 3Chat agent to perform specific tasks required in certain scenarios.
Please refer to the 3Chat AI Task Feature Introduction operation manual.
3.4. Set Up Human Handover Notifications
- Define the notification method and recipients when the agent hands over to a human.
- Click Set Up Human Handover Notifications → Enter the notification configuration page.
4. Define the Scope of Contacts Served by the 3Chat Agent
Enter 3Chat Agent - Deployment to set this up in the agent deployment settings.
This is a “Professional Edition” feature.
By setting contact filtering conditions, the 3Chat agent can determine whether to automatically reply to a specific contact.
When a contact sends a message, the system will verify in real-time whether they meet the configured filtering conditions:
- Conditions Met: The 3Chat agent will automatically reply;
- Conditions Not Met: The agent will not reply (reply prohibited).
If your goal is not to automatically reply to certain specific customers, simply set the corresponding rule to “Not Met (No)” in the filtering conditions; no additional “reply prohibited” rule configuration is needed.
Important Notes
- When a contact does not meet the filtering conditions:
- The agent will not reply;
- It will not trigger an automatic human handover notification.
- If you want human customer service to intervene in such scenarios, please define the corresponding conditions separately in the “Human Handover Rules” to ensure the message is properly taken over.
5. Test the Agent
After completing the above configurations, you can go to the sandbox page to test the agent’s performance.
Please refer to 3Chat Sandbox Testing Feature Introduction.
6. Publish the Agent
Once you have tested the 3Chat agent and are satisfied with its performance, you can click “Publish” at the top of the page to allow 3Chat to start serving real customers coming in through channels.