[{"data":1,"prerenderedAt":283},["ShallowReactive",2],{"doc:\u002Fdocs\u002Fcustomer-service":3,"docs-navigation":232},{"id":4,"title":5,"body":6,"category":220,"description":221,"extension":222,"meta":223,"navigation":224,"order":225,"path":226,"seo":227,"stem":228,"steps":229,"updated":230,"__hash__":231},"docs\u002Fdocs\u002Fcustomer-service.md","客服工作台",{"type":7,"value":8,"toc":208},"minimark",[9,13,17,20,23,26,45,48,51,54,57,61,64,75,81,85,88,91,94,97,100,168,171,174,177,180],[10,11,12],"h2",{"id":12},"开始接待前",[14,15,16],"p",{},"先确认当前公众号正确，具有客服消息能力，自己的账号已获得查看和回复权限。转接、接管、客户资料维护及跟进任务可能需要额外权限。",[14,18,19],{},"「客服工作台」用于本地坐席接待；「官方客服管理」管理微信官方客服相关能力。客户正在微信官方客服通道接待时，本地工作台可能保持只读，请按页面的通道状态处理。",[14,21,22],{},"人工接待请求已创建或进入队列，只表示客户正在等待，并不代表有人接单。安排实际负责的坐席后，再开始接待。",[10,24,25],{"id":25},"查看队列与接单",[27,28,29,33,36,39,42],"ol",{},[30,31,32],"li",{},"进入「客服工作台」，检查页头的实时连接状态。",[30,34,35],{},"准备接待时将自己的状态设为「可接单」；暂时不能接待时选择「忙碌」或「暂离」。连接断开、状态未知或达到会话上限时，不能仅凭页面打开就认为自己可接单。",[30,37,38],{},"在「待接待」「接待中」或「可联系」中选择客户，查看最近对话、人工请求摘要和当前负责人。",[30,40,41],{},"对待接待请求点击可用的「接单」；对未认领客户，可按页面提示点击「由我接待」。",[30,43,44],{},"接单后重新核对会话负责人、客户与公众号，再准备回复。",[14,46,47],{},"如果请求已由其他坐席处理、已过期或状态发生变化，刷新详情并按最新状态继续，不反复点击旧请求。",[10,49,50],{"id":50},"编写与发送回复",[14,52,53],{},"阅读上下文后在输入框编写回复，核对称呼、事实、链接和需要客户完成的动作，再点击「发送消息」。Enter 可发送，Shift + Enter 用于换行。需要发送素材时，在可用的素材入口选择对应内容；发送前检查预览。",[14,55,56],{},"发送后查看消息记录与结果。页面提示失败、结果不明确或连接中断时，先查看最近记录，再决定是否重试，避免重复回复。微信受理消息不代表客户已经阅读。",[10,58,60],{"id":59},"使用-ai-推荐回复","使用 AI 推荐回复",[14,62,63],{},"具备相关权限且已配置可用助手时，可打开「AI 推荐回复」。有配置权限的成员可以在设置中启用推荐并选择助手；坐席点击「生成回复」后，系统依据当前对话与资料提供建议。",[27,65,66,69,72],{},[30,67,68],{},"检查建议是否符合客户问题、业务事实和当前政策。",[30,70,71],{},"点击「使用此回复」，将内容填入输入框。",[30,73,74],{},"按需要人工修改，确认后再点击「发送消息」。",[76,77,78],"doc-note",{},[14,79,80],{},"AI 推荐回复不会自动发送。对话出现新消息后，旧推荐会失效，应重新生成。无法生成时可直接人工回复，不必等待 AI。",[10,82,84],{"id":83},"转接接管与跟进","转接、接管与跟进",[14,86,87],{},"需要其他同事处理时，使用「转接」，选择目标坐席并补充交接说明，再确认结果。具有接管权限的成员可以使用「接管」，填写实际原因并核对新的负责人；接管与转接都应以操作后的会话状态为准。",[14,89,90],{},"客户资料区可以查看互动与业务记录。有相应权限时，可维护备注和标签，记录客户需要解决的具体问题。内部说明不应当作已经发给客户的回复。",[14,92,93],{},"结束接待时，在会话操作中选择「关闭会话」，主动选择处理结果，并按需要填写问题摘要与说明。选择「还需跟进」时，先选择或新建当前客户的跟进任务，明确负责人和时间，再记录结果并结束接待。",[14,95,96],{},"结束聊天不会自动完成未结的跟进任务。后续需要继续查看任务状态并记录实际处理结果。",[10,98,99],{"id":99},"不能发送时怎么处理",[101,102,103,116],"table",{},[104,105,106],"thead",{},[107,108,109,113],"tr",{},[110,111,112],"th",{},"页面提示",[110,114,115],{},"建议处理",[117,118,119,128,136,144,152,160],"tbody",{},[107,120,121,125],{},[122,123,124],"td",{},"尚未认领，或正由其他坐席接待",[122,126,127],{},"先认领；需要交接时使用有权限的转接或接管操作。",[107,129,130,133],{},[122,131,132],{},"客服消息额度用完或窗口过期",[122,134,135],{},"保留会话并按页面提示处理，等待客户再次发送消息后重新检查；不要承诺可以无限主动联系。",[107,137,138,141],{},[122,139,140],{},"微信官方客服通道接待中",[122,142,143],{},"按当前官方通道处理，本地不重复接待和发送。",[107,145,146,149],{},[122,147,148],{},"没有发送权限",[122,150,151],{},"请管理员核对当前账号权限；能查看会话不代表能回复。",[107,153,154,157],{},[122,155,156],{},"客户取消关注、处于黑名单或会话已关闭",[122,158,159],{},"检查最新客户与会话状态，按业务规则处理，不尝试绕过限制。",[107,161,162,165],{},[122,163,164],{},"实时连接断开或正在重连",[122,166,167],{},"等待恢复并刷新记录，确认消息与负责人状态后再发送。",[14,169,170],{},"客服消息资格、剩余次数和有效时间以当前页面与微信实际结果为准，本页不规定固定可发送额度或保证送达。",[10,172,173],{"id":173},"怎样判断本次接待完成",[14,175,176],{},"核对回复结果、负责人和处理结论。问题已解决时，记录结果并结束接待；仍需处理时，确保已有可追踪的跟进任务或明确交接。只关闭窗口、离开页面或标为已读，都不能代替完成处理。",[10,178,179],{"id":179},"继续阅读",[181,182,183,190,196,202],"ul",{},[30,184,185],{},[186,187,189],"a",{"href":188},"\u002Fdocs\u002Fagent-workflow","AI 助手与工作流",[30,191,192],{},[186,193,195],{"href":194},"\u002Fdocs\u002Fwechat-capabilities","微信公众号能力",[30,197,198],{},[186,199,201],{"href":200},"\u002Fdocs\u002Faccount","账号与授权",[30,203,204],{},[186,205,207],{"href":206},"\u002Fdocs\u002Ftroubleshooting","问题排查",{"title":209,"searchDepth":210,"depth":210,"links":211},"",2,[212,213,214,215,216,217,218,219],{"id":12,"depth":210,"text":12},{"id":25,"depth":210,"text":25},{"id":50,"depth":210,"text":50},{"id":59,"depth":210,"text":60},{"id":83,"depth":210,"text":84},{"id":99,"depth":210,"text":99},{"id":173,"depth":210,"text":173},{"id":179,"depth":210,"text":179},"operations","查看待接待请求、认领会话、人工回复，并记录转接与后续跟进。","md",{},true,42,"\u002Fdocs\u002Fcustomer-service",{"title":5,"description":221},"docs\u002Fcustomer-service",false,"2026-10-08","Zbliy0EP9nWxZ8nvHhj2mXJn9icqX9tWaaQzpUlHzHE",[233,237,240,243,246,250,253,256,259,260,261,265,266,268,271,273,276,279],{"path":234,"title":235,"category":236},"\u002Fdocs","快速开始","start",{"path":238,"title":239,"category":236},"\u002Fdocs\u002Frequirements","接入条件",{"path":241,"title":242,"category":236},"\u002Fdocs\u002Fservice-center","客户空间与服务中心",{"path":244,"title":245,"category":236},"\u002Fdocs\u002Ffirst-article","完成第一篇文章",{"path":247,"title":248,"category":249},"\u002Fdocs\u002Fwriting","文章创作与排版","guide",{"path":251,"title":252,"category":249},"\u002Fdocs\u002Fthemes","主题选择与管理",{"path":254,"title":255,"category":249},"\u002Fdocs\u002Fmedia","文件与图片管理",{"path":257,"title":258,"category":249},"\u002Fdocs\u002Fdistribution","多公众号分发",{"path":226,"title":5,"category":220},{"path":194,"title":195,"category":220},{"path":262,"title":263,"category":264},"\u002Fdocs\u002Fcopilot","AI Copilot 使用指南","ai",{"path":188,"title":189,"category":264},{"path":200,"title":201,"category":267},"faq",{"path":269,"title":270,"category":267},"\u002Fdocs\u002Ftrial","费用与试用",{"path":206,"title":272,"category":267},"常见问题与排查",{"path":274,"title":275,"category":267},"\u002Fdocs\u002Fdata-safety","数据与账号安全",{"path":277,"title":278,"category":267},"\u002Fdocs\u002Frules","使用规则",{"path":280,"title":281,"category":282},"\u002Fdocs\u002Fcommunity","交流群","support",1793710164320]