R–Knowledge · Call Intake POC
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R-Chat

product  121 facts observed across 22 calls

Overview

Combining conversations across channels

R-Chat is a shared system for combining chats. R-Chat Center can connect to Facebook, TikTok, Instagram, and LINE Official Account, and it can consolidate conversations from these channels into one workspace. Each conversation can be tagged with its originating channel.

  • R-Chat receives messages initiated through the Facebook chat interface.
  • Messages initiated through the inquiry button on a customer’s website enter the website’s R-Chat Center.
  • Facebook Page messaging and website messaging can be used as separate response channels.
  • R-Chat can combine Facebook and LINE chats so the customer can reply from one place in R-Chat.
  • R-Chat supports sending images and files in chat.

Connecting external messaging platforms

  • R-Chat can connect to external platforms such as LINE and Facebook.
  • A Facebook Page can be connected without connecting Instagram.
  • A LINE Official Account connection is separate from the Facebook Page and Instagram connection.
  • R-Chat provides a webhook URL for connecting a LINE account.
  • Setup information and a connection manual are provided for each supported platform.

Managing shared conversations and assignments

  • Staff can work on conversations in a shared chat system.
  • A team can route a chat to a group of staff members rather than directly to one staff member.
  • When a chat is assigned to an individual staff member, other staff members can still see all messages, while R-Chat indicates which staff member is handling the conversation.
  • R-Chat shows the staff member associated with activity in the back office; the customer does not see that internal name stamp.
  • If no separate screening person is available, salespeople can select incoming leads themselves.

Configuring automatic replies and collecting lead information

R-Chat provides configurable automatic messages for customer chats:

  1. The greeting message appears when a customer opens the chat, before the customer types a message.
  2. The first reply requests the customer’s contact information, such as name and phone number.
  3. After the customer sends a message, R-Chat sends the configured automatic reply.

The greeting message is also reported as being displayed only to customers who initiate a chat through the website.

The website R-Chat widget can collect a customer’s selected province, name, and phone number. Information submitted through the widget appears as a lead in the system.

Using AI to answer customer questions

  • R-Chat uses AI that can learn from documents and website content.
  • R-Chat can use the information it learns to answer customer questions.

Controlling user access

  • Administrators can manage what each user is allowed to do.
  • Users can be assigned different roles and responsibilities.

A closing-parenthesis link issue is planned to be fixed in a future R-Chat version.

How to

Configuring automatic messages

  1. Open Settings in R-Chat.
  2. Scroll down to the automatic messages section.
  3. Enable the greeting message and enter the greeting text.
  4. Open the automatic reply settings and configure the first reply.
  5. Enable automatic replies and enter the message that R-Chat should send.
  6. Save the R-Chat configuration.

The automatic menu can be enabled for situations such as directing customers to different branches, or it can be left disabled.

Configuring the automatic options menu

  1. Open the R-Chat Center.
  2. Enable the automatic options menu.
  3. Enter the heading for the first automatic menu option in the message field.
  4. Configure the first option with text telling the customer what information to enter.
  5. Add the keyword customers can use to select or trigger the option.
  6. Enter the automated reply requesting the required customer information.
  7. Save the R-Chat configuration.

Creating teams and routing conversations

To create a team:

  1. Open Settings in R-Chat and select Team Management.
  2. Enable team management.
  3. Click the plus button to create a team.
  4. Select the staff members who should belong to the team.
  5. Save the team configuration.

To route a conversation:

  1. Open the Send Chat option for the conversation.
  2. Select a team or an individual staff member as the chat destination.
  3. Select Reception to send the conversation back to the general reception queue.

A staff member must manually receive a chat and forward it to the relevant salesperson or team. Staff can forward a chat conversation to the team responsible for handling it.

Responding to incoming chats

Select R-Chat in the back-office system to respond to incoming chats.

Accessing R-Chat on a PC or mobile phone

On a PC:

  1. Log in to the R-Web back office.
  2. Click R-Chat Center.

On a mobile phone:

  1. Download the Readyplanet application.
  2. Log in using the same credentials used for the R-Web back office.

Connecting an Instagram business account

  1. Connect the Instagram business account to the Facebook Page.
  2. In R-Chat, open the management function and reconnect or add the Facebook Page after the Facebook Page and Instagram account have been linked.
  3. Select the Instagram account when it appears as an available option during the reconnection process.

Viewing LINE connection details

  1. Open the Settings menu in R-Chat Center.
  2. Open the LINE connection section in R-Chat settings.
  3. Click the connected LINE account to view additional connection details, such as the Token and Channel ID.

Checking the website display of R-Chat

  1. Open the website in the normal visitor view to check how the R-Chat configuration is displayed.
  2. On the website editing page, use the eye icon next to the pencil icon to view the website display.
  3. Open the R-Chat widget on the left side of the website.

Blocking a contact

  1. Open the contact's chat in R-Chat.
  2. Click the Block button on the right side of the chat.

Reporting an R-Chat problem

  1. Capture a screenshot when the R-Chat problem occurs.
  2. Send the screenshot through the support team's Official Line account so technical staff can investigate.
  3. Send additional screenshots or copies of problematic images through the support team's LINE chat if needed.

Support staff will forward submitted images to the relevant team for further investigation.

Requesting access to R-Chat data

  1. The agent sends an access request to an email address registered in the R-Chat system.
  2. The owner of the registered email address accepts the access request.
  3. After the request is accepted, the staff member logs in to inspect the R-Chat data.

Activating R-Chat

  1. Provide a purchase order.
  2. After the purchase order is provided, the support team can activate R-Chat.
  3. After R-Chat is activated, configure user accounts and begin using the system.

Getting help when unable to log in

If you cannot log in to R-Chat, notify the company's support contact.

Increasing the R-Chat message quota

Contact LINE OA about purchasing an additional package to increase the R-Chat message quota.

Remove the closing parenthesis from the URL in the browser, then open the link.

Troubleshooting

Missing sender names or profile pictures

  • R-Chat can still receive messages normally when the sender’s profile name and picture are not displayed.
  • The issue affects only some chat rooms and is caused by the Facebook API being unable to retrieve the sender’s profile information.
  • The relevant team is fixing the issue for a future R-Chat version.
  • An issue in which Facebook names were displayed as “Unknown” was fixed for the next version.

Replies sent directly through Facebook

  • If an agent replies directly on the Facebook Page, the reply is not pulled into R-Chat.
  • When a response is sent directly through Facebook rather than through R-Chat, the responding user’s name is not displayed; the Page name is displayed instead.
  • R-Chat may generate an invalid link if it does not remove the final closing parenthesis from the URL.
  • A closing parenthesis appended to an R-Chat link can make the destination post unavailable and cause the browser to show that the page cannot be viewed.

Making incoming chats visible to team members

  • Add the team to Reception so team members can see all incoming chats.

Regaining access to a Facebook Page

  • If a customer cannot access the Facebook Page, they should contact Facebook or Meta Support about regaining access or obtaining additional permissions.

R-Chat contact records

  • R-Chat contact records cannot be deleted.

Response-time alerts

  • R-Chat does not currently provide an alert when a staff member has taken too long to respond.

Delayed R-Chat connections

  • The R-Chat connection may be delayed if the required developer information or a developer is not available.

Policies and rules

Connecting R-Chat to LINE

  • R-Chat can be connected to a LINE Official Account (LINE OA), but not to a personal LINE account.
  • The customer must perform the connection to LINE Developer because Readyplanet cannot access the customer's LINE Developer account.

Connecting Instagram to R-Chat

  • An Instagram business account must first be connected to a Facebook Page before Instagram can be connected to R-Chat.

Granting staff access to incoming chats

  • Staff members must be added to Reception if they need to see all incoming chats.

Inspecting R-Chat data

  • Staff access requests for inspecting R-Chat data must be sent to an email address registered in the system.
  • The R-Chat inspection process uses an email authorization request rather than remotely accessing the customer's computer.

Screening incoming leads

  • A person can screen incoming leads before they are sent to salespeople.

Blocking a contact

  • R-Chat allows a contact to be blocked instead of deleted.

Explaining issues under Meta policies

  • Providing a definite explanation for the issue conflicts with Meta's policies.

Limits and quotas

Chat initiation and greeting limits

  • A staff member can start chatting only after a customer has sent a message through Facebook.
  • R-Chat allows only one greeting message.
  • R-Chat's automatic reply is sent only once.

Chat forwarding and response reporting

  • R-Chat records a history stamp showing whether a conversation has been forwarded.
  • R-Chat shows the date and time of the latest conversation, but not the exact elapsed time taken to respond.
  • R-Chat does not currently automatically route chats to the appropriate salesperson.
  • R-Chat currently focuses on providing information and forwarding chat rooms to staff rather than providing detailed response-time reports.
  • A detailed report measuring how long each administrator takes to respond after a customer message is forwarded is planned but is not currently available.

LINE OA messaging quota

  • Messages sent through R-Chat's LINE OA connection are subject to a messaging quota.

Connection completion time

  • The R-Chat connection can generally be completed within one day after the required connection information is ready.

Pricing

Additional package for API messaging

  • Using R-Chat to send LINE OA messages through an API connection may require an additional package.

Contact and support

Contacting support

  • Contact the call center when you encounter a problem with R-Chat.

Compiled from 121 facts observed across 22 customer calls.