3Chat New Upgrade
The new version of 3Chat integrates the comprehensive configuration of the intelligent agent in one page. Here, you can configure the agent’s basic information, the behavior of IM and email channels, as well as the notification behavior after transferring to human agents.
Intelligent Agent Basic Settings
Define the intelligent agent’s name and avatar, as well as the default language the agent uses.
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Define the agent’s name and avatar to make 3Chat Agent more aligned with your brand style.
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Define the agent’s default language. 3Chat Agent can recognize the customer’s most common language based on the inquiry message and reply in the same language. When the agent cannot determine the customer’s language, it will use the default language you’ve specified. Common situations where the language may not be recognized include: customers mixing multiple languages in one message or only sending an image.
Chat Session Channels
Here, you can set the behavior of 3Chat Agent in chat session channels.
Chat session channels include:
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Live Chat: Installed on self-built websites like Shopify, Shopline, etc.
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WeChat: WeChat Official Account, WeChat Customer Service, WeCom.
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IM Social Platforms: WhatsApp, Douyin, TikTok, Feishu, DingTalk, Mini Programs.
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Facebook: Facebook, Instagram.
Define how 3Chat Agent behaves when handling consecutive customer messages.
Waiting for User Input:
- Set how 3Chat will handle consecutive messages from the user. You have three options:
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Close: When selected, the agent will reply to each message sent by the user.
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Wait for Agent Thinking Time: The system will automatically adjust the response timing based on the agent’s response speed, providing a more natural conversation experience.
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Wait for Custom Time: The system will delay the response by the custom time you set for consecutive messages, offering more flexible control over the conversation pace.
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Custom Waiting Time：When selecting “Custom Time,” you can set the waiting time for the agent to determine if the customer has stopped sending consecutive messages.
Define the Reply Style of 3Chat Agent
When you want the agent to reply in a more humanized manner, breaking the response into multiple messages while maintaining logical coherence, you can enable the “Smart Segment Reply” feature.
When transferring to a human agent, define the time for 3Chat Agent to go back online.
After a human agent replies to the customer, when the conversation becomes inactive (i.e., when both parties stop sending messages), set a waiting time for the agent to come back online and continue replying. During this waiting period, if either party sends a new message, the waiting time will reset.
The configuration includes:
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Agent Re-Online: It is recommended to keep it enabled so that the agent can return online after transferring to a human.
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Re-Online Waiting Time: After the conversation becomes inactive, 3Chat Agent will come back online after the set waiting time and take over customer inquiries.
When the Customer Requests to Transfer to Human or Triggers Transfer Conditions, Set How 3Chat Agent Notifies Team Members
We offer two notification methods: SMS notifications and email notifications.
The following configurations are effective only for the email channel.
When transferring to a human agent, define the time for 3Chat Agent to go back online.
After a human agent replies to the customer’s email, when the conversation becomes inactive, set a waiting time for the agent to come back online and continue replying. During the waiting period, if either party sends a new email, the waiting time will reset.
The configuration includes:
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Agent Re-Online: It is recommended to keep it enabled so that the agent can return online after transferring to a human.
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Re-Online Waiting Time: After the conversation becomes inactive, 3Chat Agent will come back online after the set waiting time and take over customer inquiries.
When the Customer Requests to Transfer to Human or Triggers Transfer Conditions, Set How 3Chat Agent Notifies Team Members
We offer two notification methods: SMS notifications and email notifications.
