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R-Chat

product  117 facts observed across 19 calls

Overview

Connecting channels and handling conversations

  • R-Chat is used to respond to messages received through connected channels, including Facebook, TikTok, Instagram, LINE Official Account (LINE OA), and website inquiry buttons.
  • R-Chat Center can connect to Facebook, TikTok, Instagram, and LINE OA. Facebook can be connected without connecting Instagram, and LINE OA is a separate integration from Facebook and Instagram.
  • Messages from a connected Facebook Page and messages sent through a website chat can appear in R-Chat. Website chat messages enter the R-Chat Center.
  • R-Chat can combine Facebook and LINE chats so customers can reply from one place. Facebook-page messaging and R-Chat remain separate channels for replying to customers.
  • Staff can work in the same chat system and forward conversations to relevant teams.
  • R-Chat can provide information to a customer and then forward the conversation to an employee for continued discussion.
  • Users can type messages and send images and files. R-Chat supports responding to chats from a computer.

Managing teams and agent access

  • Administrators can manage what each user is permitted to do.
  • Agents added to the Reception team can see all chats.
  • When a chat is assigned to an individual agent, other agents can still see all of its messages, while R-Chat indicates which agent is responsible.

Configuring automatic messages and menus

  • R-Chat provides configurable automatic messages for customer chats.
  • The greeting message appears when a customer opens the chat, before the customer types a message.
  • After the customer sends a message, R-Chat sends the configured automatic reply. The first automatic reply can request the customer's name and telephone number.
  • R-Chat provides an automatic option menu with multiple options. In this menu:
    • The Message field is used for the menu heading.
    • Each option can contain text instructing the customer what information to enter.
    • Response keywords can be configured for each option.
    • Replies can request information such as a phone number or LINE ID.
  • A conversation can be blocked instead of deleted.

Using the website chat widget

  • The R-Chat widget is displayed on the left side of the website.
  • Information submitted through the widget is recorded as a lead in the system.

Using the chatbot

  • The R-Chat chatbot can learn from information in documents and on websites.
  • It can use that learned information to answer customer questions.

Connecting and inspecting R-Chat

  • R-Chat has a manual for connecting each platform.
  • A lack of available developer resources can delay an R-Chat connection.
  • The R-Chat inspection login is performed through email authorization rather than by remotely accessing the customer's computer.

LINE message quotas

  • R-Chat can send messages normally when messages are sent directly through LINE OA.
  • When the LINE quota is full, LINE may require the customer to purchase an additional package to continue replying to messages.

Reports on forwarded-chat response times

  • R-Chat does not currently provide detailed reports on how long staff take to respond after a customer message is forwarded.
  • A report on staff response times after chat forwarding is on the development list for this year.

Known R-Chat issues

  • A system error can leave a closing parenthesis attached to a post URL. This can lead to a page stating that the post cannot be viewed. The URL issue is planned to be corrected in a subsequent R-Chat version.
  • The issue in which a Facebook-side name was displayed as “Unknown” was corrected in the next version.

How To

Accessing R-Chat

  • To respond to incoming conversations, access R-Chat in the backend.
  • On a PC, log in through the same backend system used to access R-Web, then click R-Chat Center.
  • On a mobile phone, download the Readyplanet application to reply through R-Chat.
  • If you cannot log in to R-Chat, notify the agent.

Opening and configuring R-Chat

  1. Submit a purchase order before R-Chat is opened.
  2. The agent opens R-Chat after receiving the purchase order.
  3. Configure the users after R-Chat is opened.
  4. Use R-Chat after the users have been configured.

Platform connections may take no more than about one day after the connection is ready.

Managing R-Chat teams and chat assignments

  1. Open Settings.
  2. Open Team Management in R-Chat.
  3. Click the plus button at the top to create a team.
  4. Select the users who should belong to the team.
  5. Save the team configuration.
  • A chat can be assigned to either a team or an individual agent.
  • To return an assigned chat to the general queue, assign it to Reception.

Configuring automatic messages

  1. Open the settings.
  2. Scroll down to the automatic messages section.
  3. Enable the greeting message and enter the text to send as the greeting.
  4. Disable the automatic menu if it is not needed.
  5. Open the automatic reply section and enable automatic replies.
  6. Enter the text that R-Chat should send as the automatic reply.

Configuring the automatic option menu

  1. Enable the automatic option menu.
  2. Enter the menu heading in the Message field of the automatic option menu.
  3. In the selected option, enter the text telling customers what information to provide.
  4. Enter the response keywords for the selected option.
  5. Enter the reply that R-Chat should send after the customer selects the option.
  6. Save the R-Chat configuration.
  7. Check the result on the website by opening the website in its normal public view rather than logging in.
  8. Click the R-Chat widget to open it.

Connecting Instagram and Facebook

  1. Connect the Instagram business account to the Facebook Page outside R-Chat.
  2. After the Facebook Page and Instagram account are connected, open the management settings in R-Chat and reconnect or add the Page.
  3. Select the Instagram account or Page that appears during the R-Chat connection process.

For instructions on connecting a Facebook Page and Instagram account, consult Facebook or Meta Business Suite support.

Troubleshooting a LINE connection

  1. Open the R-Chat Center settings menu.
  2. Open the LINE connection section.
  3. Click the connected LINE account to display details such as the token and channel ID.

Blocking a conversation

  1. Open the specific chat.
  2. Click the Block button on the right side of the chat.

Checking a linked post URL

  • Remove the closing parenthesis from the URL displayed in the browser before opening the linked post.

Reporting an R-Chat problem

  • Capture a screenshot of the problem and send it through the official LINE account at @readyplanet. Customers can also send example chats for investigation.
  • For an image-rotation issue, send additional screenshots or images through the official LINE chat channel. Staff will forward the submitted materials to the relevant department for further investigation.
  • Technical staff will investigate after receiving the information.
  • Customers with R-Chat problems can contact the call center for assistance.

Authorizing access for investigation

  1. The agent sends an access request by email to a registered email address.
  2. The owner of the registered email address clicks Accept to authorize access.
  3. After the request is accepted, the agent can log in to inspect the R-Chat data.

Managing the LINE add-on message quota

  • If the LINE add-on message quota is full, contact LINE OA directly.
  • To expand the R-Chat quota, contact LINE OA.
  • Check R-Chat supplementary-message or package details through LINE OA.

Rules & Requirements

Managing Facebook and Instagram conversations

  • An agent can start handling a chat after a customer sends a message through Facebook.
  • Replies sent directly from the Facebook page are not imported into R-Chat.
  • When a message is answered directly on Facebook rather than through R-Chat, the answering user's name is not displayed in R-Chat.
  • An Instagram business account must be connected to a Facebook Page before it can be connected to R-Chat.
  • When team management is enabled, the team must be added to Reception for all team members to see all incoming chats.

Routing conversations to staff

  • The R-Chat chatbot does not currently distribute chat conversations to the appropriate salesperson or team.
  • A person must forward conversations to the appropriate staff member.
  • When a conversation is handed over to another support agent, the customer may need to provide additional context.

Greeting and automatic responses

  • R-Chat allows only one greeting message.
  • The greeting message is displayed only when a customer initiates a chat through the website.
  • R-Chat sends an automatic response only once.

Connecting LINE and managing its quota

  • The customer must perform the LINE Developer connection because the provider cannot access the customer's LINE Developer account.
  • R-Chat can be connected immediately when the required LINE Developer information has already been prepared and is usable.
  • The customer can perform the R-Chat connection outside normal operating hours, including late at night.
  • When the LINE add-on message quota is full, users cannot reply to messages through LINE in R-Chat.
  • Messages sent from R-Chat are subject to quota calculation.

Access, charges, and conversation retention

  • An access request for R-Chat inspection must be sent to an email address registered in the system.
  • Connecting R-Chat through an API involves an additional package charge.
  • R-Chat conversations cannot be deleted.

Compiled from 117 facts observed across 19 customer calls.