Introduction to the IM Customer Service System
MultiChat IM is an online customer service system for websites and applications. After you embed the chat plugin, visitors can start a conversation and agents can respond from the MultiChat workspace.
It covers the complete service workflow: visitor inquiries, agent assignment, messaging, conversation management, customer management, and reporting.
Main features
Website and business-system integration
Add the MultiChat chat plugin to your website or application so visitors can contact your team directly.
Automatic agent assignment
Route conversations according to agent capacity and assignment rules. Conversations can be queued or transferred when necessary.
Conversation management
- Receive and send messages
- Transfer or end conversations
- Review conversation history
- Add visitor and conversation tags
- Add abusive visitors to a blacklist
Quick replies and automation
Use quick replies, welcome messages, automated replies, and workflow automation to improve response speed and consistency.
Multilingual translation
Translate customer messages and agent replies to support customers in different languages.
Agents and permissions
- Configure agent capacity and online status
- Organize agents into groups
- Assign role and feature permissions
- Control conversation-assignment permissions
Reports and statistics
Track received, active, completed, and missed conversations, new visitors, first-response time, and agent performance.
Suitable use cases
MultiChat IM is suitable for website support, presales consultation, after-sales service, cross-border customer service, and any team that needs centralized online conversations.
Basic setup process
- Create agent accounts.
- Create a chat plugin.
- Add the plugin to your website or application.
- Configure assignment rules.
- Set up welcome messages and quick replies.
- Start serving visitors.
See IM Customer Service Quick Start for the complete setup process.