2024-08-06 08:18:01 +08:00
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<!--
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2024-03-29 16:26:33 +08:00
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* @Author: jackning 270580156@qq.com
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2024-12-12 10:57:29 +08:00
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* @Date: 2024-12-02 13:21:01
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2024-03-29 16:26:33 +08:00
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* @LastEditors: jackning 270580156@qq.com
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2024-12-12 10:57:29 +08:00
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* @LastEditTime: 2024-12-06 17:56:08
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2024-03-29 16:26:33 +08:00
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* @Description: bytedesk.com https://github.com/Bytedesk/bytedesk
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* Please be aware of the BSL license restrictions before installing Bytedesk IM –
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2025-01-06 18:03:40 +08:00
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* selling, reselling, or hosting Bytedesk IM as a service is a breach of the terms and automatically terminates your rights under the license.
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2024-03-29 16:26:33 +08:00
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* Business Source License 1.1: https://github.com/Bytedesk/bytedesk/blob/main/LICENSE
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* contact: 270580156@qq.com
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* 联系：270580156@qq.com
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* Copyright (c) 2024 by bytedesk.com, All Rights Reserved.
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2024-08-06 08:18:01 +08:00
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-->
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2024-12-12 10:57:29 +08:00
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# 在线客服模块主要功能
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2024-12-25 13:09:44 +08:00
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- agent：一对一人工客服，不支持机器人接待
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- robot：机器人客服，不支持转人工
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- workgroup：工作组，支持机器人接待，支持转人工
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2024-12-12 10:57:29 +08:00
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## 1. [客服管理](./readme.zh.account.md)
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- 客服账号管理(添加/删除/禁用客服)
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- 客服分组管理
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- 客服权限管理
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- 客服状态管理(在线/离线/忙碌等)
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- 客服工作时间管理
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- 客服技能标签管理
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## 2. [会话管理](./readme.zh.thread.md)
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- 访客会话分配
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- 会话排队管理
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- 会话转接
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- 会话监控
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- 会话记录存储
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- 历史会话查询
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## 3. [消息管理](./readme.zh.message.md)
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- 实时消息收发
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- 消息类型支持(文本/图片/文件等)
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- 消息存储
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- 消息撤回
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- 敏感词过滤
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- 消息记录查询
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## 4. [访客管理](./readme.zh.visitor.md)
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- 访客信息采集
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- 访客轨迹记录
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- 访客黑名单管理
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- 访客标签管理
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- 访客分流规则
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## 5. [自动化功能管理](./readme.zh.automation.md)
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- 智能分配规则
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- 自动欢迎语
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- 自动回复
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- 排队提醒
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- 超时提醒
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- 满意度评价
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## 6. [统计分析](./readme.zh.statistic.md)
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- 客服工作量统计
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- 会话量统计
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- 响应时间统计
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- 满意度统计
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- 分流统计
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- 客服绩效分析
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## 7. [系统配置](./readme.zh.config.md)
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- 工作时间配置
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- 分配规则配置
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- 自动回复配置
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- 评价配置
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- 提醒配置
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- 黑名单配置
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## 8. [集成接口](./readme.zh.api.md)
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- REST API接口
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- WebSocket接口
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- 事件回调接口
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- 第三方系统集成
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