# OnCustomer\_ENG

## OnCustomer\_ENG

- [1. Introduction](https://novaon-tech.gitbook.io/oncustomer_eng/i.-overview/1.-introduction.md)
- [2. Account](https://novaon-tech.gitbook.io/oncustomer_eng/i.-overview/2.-account.md)
- [2.1. Log In/ Log Out](https://novaon-tech.gitbook.io/oncustomer_eng/i.-overview/2.-account/2.1.-log-in-log-out.md)
- [2.2. Trial](https://novaon-tech.gitbook.io/oncustomer_eng/i.-overview/2.-account/2.2.-trial.md)
- [1. Application](https://novaon-tech.gitbook.io/oncustomer_eng/ii.-overview/1.-application.md): The overview report gives you a quick and comprehensive view of the activities taking place in the application.
- [2. Members](https://novaon-tech.gitbook.io/oncustomer_eng/ii.-overview/2.-members.md)
- [1. Livechat](https://novaon-tech.gitbook.io/oncustomer_eng/iii.-omnichannel-connects/1.-livechat.md): Purpose: Help customers interact with you easily right on the website interface
- [2. Facebook Messenger](https://novaon-tech.gitbook.io/oncustomer_eng/iii.-omnichannel-connects/2.-facebook-messenger.md): Purpose: When your customers send messages on Facebook Messenger, the system will send the messages to Oncustomer.
- [3. Facebook Comment](https://novaon-tech.gitbook.io/oncustomer_eng/iii.-omnichannel-connects/3.-facebook-comment.md): Purpose: When customers comment on your Fanpage, that comment will be returned to Oncustomer as a conversation.
- [4. Zalo OA](https://novaon-tech.gitbook.io/oncustomer_eng/iii.-omnichannel-connects/4.-zalo-oa.md)
- [5. SMS](https://novaon-tech.gitbook.io/oncustomer_eng/iii.-omnichannel-connects/5.-sms.md): Purpose: Connect with SMS (VMG) Brandname so agents can send customer care SMS messages right on the Inbox OnCustomer interface.
- [6. Email](https://novaon-tech.gitbook.io/oncustomer_eng/iii.-omnichannel-connects/6.-email.md): Purpose: Connecting Emai helps you connect livechat with your Email account so that when customers send a message to Email, that message will be transferred directly to livechat.
- [7. Youtube Comment](https://novaon-tech.gitbook.io/oncustomer_eng/iii.-omnichannel-connects/7.-youtube-comment.md): Purpose: When customers comment on Youtube, it will create a conversation that flows to Oncustomer.
- [8. Instagram](https://novaon-tech.gitbook.io/oncustomer_eng/iii.-omnichannel-connects/8.-instagram.md): Purpose: When customers comment on Instagram, the system will send messages to Oncustomer as a conversation.
- [9. Telegram](https://novaon-tech.gitbook.io/oncustomer_eng/iii.-omnichannel-connects/9.-telegram.md): Purpose: Helps you connect livechat to your Telegram account to interact directly when customers text from this platform.
- [10. OnCaller](https://novaon-tech.gitbook.io/oncustomer_eng/iii.-omnichannel-connects/10.-oncaller.md)
- [11. Vcall](https://novaon-tech.gitbook.io/oncustomer_eng/iii.-omnichannel-connects/11.-vcall.md)
- [12. CareSoft](https://novaon-tech.gitbook.io/oncustomer_eng/iii.-omnichannel-connects/12.-caresoft.md): CareSoft is a new call center channel updated by the Oncustomer development team to meet your customer interaction needs.
- [13. Mitek](https://novaon-tech.gitbook.io/oncustomer_eng/iii.-omnichannel-connects/13.-mitek.md)
- [14. 3CX](https://novaon-tech.gitbook.io/oncustomer_eng/iii.-omnichannel-connects/14.-3cx.md)
- [15. Shopee](https://novaon-tech.gitbook.io/oncustomer_eng/iii.-omnichannel-connects/15.-shopee.md)
- [16. Zalo Personal](https://novaon-tech.gitbook.io/oncustomer_eng/iii.-omnichannel-connects/16.-zalo-personal.md): Purpose: When customers message your personal Zalo account, the message will be forwarded to Oncustomer as a conversation. This integration is ideal for customers who do not use Zalo OA.
- [17. Tiktok Comment](https://novaon-tech.gitbook.io/oncustomer_eng/iii.-omnichannel-connects/17.-tiktok-comment.md)
- [18. Tiktok Chat](https://novaon-tech.gitbook.io/oncustomer_eng/iii.-omnichannel-connects/18.-tiktok-chat.md)
- [19. TiktokShop](https://novaon-tech.gitbook.io/oncustomer_eng/iii.-omnichannel-connects/19.-tiktokshop.md)
- [1. Conversation](https://novaon-tech.gitbook.io/oncustomer_eng/iv.-interaction-management/1.-conversation.md)
- [1.1. Views](https://novaon-tech.gitbook.io/oncustomer_eng/iv.-interaction-management/1.-conversation/1.1.-views.md): Purpose: Helps you create conversation filters according to desired conditions.
- [1.2. Close - open conversation](https://novaon-tech.gitbook.io/oncustomer_eng/iv.-interaction-management/1.-conversation/1.2.-close-open-conversation.md): Purpose: Helps you distinguish between ongoing and processed conversations.
- [1.3. Conversation Tag](https://novaon-tech.gitbook.io/oncustomer_eng/iv.-interaction-management/1.-conversation/1.3.-conversation-tag.md): Purpose: Classify the problem to be handled in each conversation.
- [1.4. Conversation Assign ](https://novaon-tech.gitbook.io/oncustomer_eng/iv.-interaction-management/1.-conversation/1.4.-conversation-assign.md): This is a feature that allows users to manually transfer conversations to other subjects (employees/other groups).
- [1.5. Inbox](https://novaon-tech.gitbook.io/oncustomer_eng/iv.-interaction-management/1.-conversation/1.5.-inbox.md): Purpose: This is the area that displays information and content related to your customer conversations.
- [1.6. Multi-Media](https://novaon-tech.gitbook.io/oncustomer_eng/iv.-interaction-management/1.-conversation/1.6.-multi-media.md): Purpose: Allows you to send multiple document methods and many forms of message content to customers.
- [2. Customer Information](https://novaon-tech.gitbook.io/oncustomer_eng/iv.-interaction-management/2.-customer-information.md): Purpose: Manage customer information, interaction history, customer activity history, link to CRM for management,.....
- [2.1. Customer Fields](https://novaon-tech.gitbook.io/oncustomer_eng/iv.-interaction-management/2.-customer-information/2.1.-customer-fields.md)
- [2.2. Customer Ticket](https://novaon-tech.gitbook.io/oncustomer_eng/iv.-interaction-management/2.-customer-information/2.2.-customer-ticket.md): Purpose: Store tasks that need to be handled for customer problems.
- [2.3. Customer Service Task ](https://novaon-tech.gitbook.io/oncustomer_eng/iv.-interaction-management/2.-customer-information/2.3.-customer-service-task.md): Purpose: Store tasks associated with field activities that need to be handled when customers encounter problems.
- [2.4. Customer Tag](https://novaon-tech.gitbook.io/oncustomer_eng/iv.-interaction-management/2.-customer-information/2.4.-customer-tag.md): Purpose: Save notes and classify problems of each customer.
- [2.5. Conversation History ](https://novaon-tech.gitbook.io/oncustomer_eng/iv.-interaction-management/2.-customer-information/2.5.-conversation-history.md): Purpose: List conversations customers have had on the same interaction channel.
- [2.6. Activity History](https://novaon-tech.gitbook.io/oncustomer_eng/iv.-interaction-management/2.-customer-information/2.6.-activity-history.md): Purpose: Save pages that customers have visited, showing their interests.
- [2.7.  Call History](https://novaon-tech.gitbook.io/oncustomer_eng/iv.-interaction-management/2.-customer-information/2.7.-call-history.md): Purpose: Helps users control your two-way interactive call history with customers
- [2.8. Customer Live](https://novaon-tech.gitbook.io/oncustomer_eng/iv.-interaction-management/2.-customer-information/2.8.-customer-live.md): Purpose: Proactive customer interaction.
- [1. Custom Filter](https://novaon-tech.gitbook.io/oncustomer_eng/v.-customer-list/1.-custom-filter.md): Purpose: Classify customer groups.
- [2. Add Customer Tag](https://novaon-tech.gitbook.io/oncustomer_eng/v.-customer-list/2.-add-customer-tag.md): Purpose: Directly classify customer issues from the customer list screen.
- [3. Send Mass Message](https://novaon-tech.gitbook.io/oncustomer_eng/v.-customer-list/3.-send-mass-message.md): c
- [4. Call Campaign](https://novaon-tech.gitbook.io/oncustomer_eng/v.-customer-list/4.-call-campaign.md): Purpose: Create a list of customers who need to make a call campaign for you to easily track.
- [5. Export Data](https://novaon-tech.gitbook.io/oncustomer_eng/v.-customer-list/5.-export-data.md): Purpose: Export customer data
- [5. Import Data](https://novaon-tech.gitbook.io/oncustomer_eng/v.-customer-list/5.-import-data.md): Purpose: Import customer data you have available from another source.
- [1. Smart Massage Campaign](https://novaon-tech.gitbook.io/oncustomer_eng/vi.-campaign-automation/1.-smart-massage-campaign.md): Purpose: Create campaigns to send messages to customers to increase effective interaction and increase the highest conversion rate.
- [1.1. Smart Trigger](https://novaon-tech.gitbook.io/oncustomer_eng/vi.-campaign-automation/1.-smart-massage-campaign/1.1.-smart-trigger.md): Purpose: Convert customers interacting with the website into potential customers.
- [1.2. Bulk Messages](https://novaon-tech.gitbook.io/oncustomer_eng/vi.-campaign-automation/1.-smart-massage-campaign/1.2.-bulk-messages.md): Purpose: Send messages that motivate your customers to take action on specific goals.
- [2. Survey Campaign](https://novaon-tech.gitbook.io/oncustomer_eng/vi.-campaign-automation/2.-survey-campaign.md)
- [2.1. Survey](https://novaon-tech.gitbook.io/oncustomer_eng/vi.-campaign-automation/2.-survey-campaign/2.1.-survey.md): Purpose: Helps you gather information quickly from customers, make better decisions with real-time insights and reporting.
- [2.1.1. List of Surveys](https://novaon-tech.gitbook.io/oncustomer_eng/vi.-campaign-automation/2.-survey-campaign/2.1.-survey/2.1.1.-list-of-surveys.md): Purpose: Create a list of surveys.
- [2.1.2. List of Questions](https://novaon-tech.gitbook.io/oncustomer_eng/vi.-campaign-automation/2.-survey-campaign/2.1.-survey/2.1.2.-list-of-questions.md): Purpose: Create a list of questions to add to your survey.
- [2.2. Prechat survey](https://novaon-tech.gitbook.io/oncustomer_eng/vi.-campaign-automation/2.-survey-campaign/2.2.-prechat-survey.md): Purpose: Ask for customer information before chatting with the employee to route the conversation to the correct employee based on the information the customer enters. Can be turned on/off flexibly.
- [2.3. Feedback](https://novaon-tech.gitbook.io/oncustomer_eng/vi.-campaign-automation/2.-survey-campaign/2.3.-feedback.md): Purpose: The feedback feature allows you to build and survey customer satisfaction levels across multiple interaction channels.
- [3. Bot](https://novaon-tech.gitbook.io/oncustomer_eng/vi.-campaign-automation/3.-bot.md): Purpose: Is an automation function that helps proactively interact with customers when employees are not present to interact immediately with customers.
- [3.1. Information Bots](https://novaon-tech.gitbook.io/oncustomer_eng/vi.-campaign-automation/3.-bot/3.1.-information-bots.md): Purpose: When the system identifies a customer whose contact information has not been saved, the Bot will push a message instructing the customer to leave a phone number or email to support customer.
- [3.2. Chatbot](https://novaon-tech.gitbook.io/oncustomer_eng/vi.-campaign-automation/3.-bot/3.2.-chatbot.md): Chatbot is an object that will automatically respond to customers on the website instead of humans, in which the Bot will guide customers according to pre-installed scripts.
- [3.2.1. Outbound](https://novaon-tech.gitbook.io/oncustomer_eng/vi.-campaign-automation/3.-bot/3.2.-chatbot/3.2.1.-outbound.md): Purpose: Outbound Bot is an object that will automatically respond to customers on the website instead of employees and guide customers according to pre-installed scenarios.
- [3.2.2. Trigger ](https://novaon-tech.gitbook.io/oncustomer_eng/vi.-campaign-automation/3.-bot/3.2.-chatbot/3.2.2.-trigger.md): Mục tiêu: Bot trigger từ vị trí được bổ sung thêm các điều kiện tương tác của khách hàng vào một vị trí cụ thể trên trang sẽ giúp bạn nhận diện lead chất lượng hơn
- [1. Conversation Report](https://novaon-tech.gitbook.io/oncustomer_eng/vii.-report/1.-conversation-report.md): Purpose: Helps you track reports related to multi-dimensional conversations.
- [1.1. Responsiveness](https://novaon-tech.gitbook.io/oncustomer_eng/vii.-report/1.-conversation-report/1.1.-responsiveness.md): Purpose: Helps users track detailed metrics related to customer conversations.
- [1.2. Tag](https://novaon-tech.gitbook.io/oncustomer_eng/vii.-report/1.-conversation-report/1.2.-tag.md): Purpose: Helps users track details about quantity and can classify customers/ problems/ needs... based on assigned conversation tags.
- [1.3. Effectiveness](https://novaon-tech.gitbook.io/oncustomer_eng/vii.-report/1.-conversation-report/1.3.-effectiveness.md): Purpose: Helps you monitor and manage employee performance.
- [1.3.1. Number of Conversations](https://novaon-tech.gitbook.io/oncustomer_eng/vii.-report/1.-conversation-report/1.3.-effectiveness/1.3.1.-number-of-conversations.md): Purpose: Helps you monitor and manage employee performance according to the number of conversations.
- [1.3.2. Response Time](https://novaon-tech.gitbook.io/oncustomer_eng/vii.-report/1.-conversation-report/1.3.-effectiveness/1.3.2.-response-time.md): Purpose: Helps you monitor and manage personnel performance based on conversation response time.
- [1.4. SLA](https://novaon-tech.gitbook.io/oncustomer_eng/vii.-report/1.-conversation-report/1.4.-sla.md): Purpose: Helps you track employee SLA compliance or violation rate.
- [2. Customer Report](https://novaon-tech.gitbook.io/oncustomer_eng/vii.-report/2.-customer-report.md): Purpose: Helps users track indicators related to your customers: number of customers accessing/interacting, number of leads obtained, number of customers coming from different sources...
- [2.1. Customer Overall](https://novaon-tech.gitbook.io/oncustomer_eng/vii.-report/2.-customer-report/2.1.-customer-overall.md): Purpose: Helps you track overall customer metrics.
- [2.2. Lead](https://novaon-tech.gitbook.io/oncustomer_eng/vii.-report/2.-customer-report/2.2.-lead.md): Purpose: Helps you track metrics related to Lead.
- [2.3. Source of Customer Information](https://novaon-tech.gitbook.io/oncustomer_eng/vii.-report/2.-customer-report/2.3.-source-of-customer-information.md): Purpose: Helps you track the number of visitors by source, by time, by UTM,
- [3. Ticket Report](https://novaon-tech.gitbook.io/oncustomer_eng/vii.-report/3.-ticket-report.md): Purpose: Allows you to view an overview of the number of tickets created.
- [4. Service Task Report](https://novaon-tech.gitbook.io/oncustomer_eng/vii.-report/4.-service-task-report.md): Purpose: Helps you track the overall report of the Service task
- [5. Agent Report](https://novaon-tech.gitbook.io/oncustomer_eng/vii.-report/5.-agent-report.md)
- [6. Call Report](https://novaon-tech.gitbook.io/oncustomer_eng/vii.-report/6.-call-report.md): Purpose: Helps you track data reporting incoming/outgoing call history from Caresoft/OnCaller switchboards
- [6.1. OnCaller Call History](https://novaon-tech.gitbook.io/oncustomer_eng/vii.-report/6.-call-report/6.1.-oncaller-call-history.md): Purpose: Helps you track data reporting incoming/outgoing call history from Caresoft switchboards.
- [5.1.1. Call In](https://novaon-tech.gitbook.io/oncustomer_eng/vii.-report/6.-call-report/6.1.-oncaller-call-history/5.1.1.-call-in.md): Purpose: Helps you track incoming call history reporting data on OnCaller switchboard.
- [5.1.2. Call Out](https://novaon-tech.gitbook.io/oncustomer_eng/vii.-report/6.-call-report/6.1.-oncaller-call-history/5.1.2.-call-out.md): Purpose: Helps you track outgoing call history reporting data on OnCaller switchboard.
- [6.2. CareSoft Call History](https://novaon-tech.gitbook.io/oncustomer_eng/vii.-report/6.-call-report/6.2.-caresoft-call-history.md): Purpose: Helps you track data reporting incoming/outgoing call history from Caresoft switchboards.
- [5.2.1. Call In](https://novaon-tech.gitbook.io/oncustomer_eng/vii.-report/6.-call-report/6.2.-caresoft-call-history/5.2.1.-call-in.md): Purpose: Helps you track incoming call history reporting data on CareSoft switchboard.
- [5.2.2. Call Out](https://novaon-tech.gitbook.io/oncustomer_eng/vii.-report/6.-call-report/6.2.-caresoft-call-history/5.2.2.-call-out.md): Purpose: Helps you track outgoing call history reporting data on CareSoft switchboard
- [5.3. Call Campaign](https://novaon-tech.gitbook.io/oncustomer_eng/vii.-report/6.-call-report/5.3.-call-campaign.md): Purpose: This report will help you control the progress of completing the calling campaigns you create.
- [6. Team performance - Automatically assigned conversation](https://novaon-tech.gitbook.io/oncustomer_eng/vii.-report/6.-team-performance-automatically-assigned-conversation.md): Purpose: Help you track the number of automatically assigned conversations according to installed principles.
- [7. Customer Satisfaction](https://novaon-tech.gitbook.io/oncustomer_eng/vii.-report/7.-customer-satisfaction.md): Purpose: Helps you see customer satisfaction levels about Service Task, CSAT, Survey, Feedback.
- [7.1. Service Task](https://novaon-tech.gitbook.io/oncustomer_eng/vii.-report/7.-customer-satisfaction/7.1.-service-task.md): Purpose: Helps you see the level of customer satisfaction with the Service Task service.
- [7.2. CSAT](https://novaon-tech.gitbook.io/oncustomer_eng/vii.-report/7.-customer-satisfaction/7.2.-csat.md): Purpose: Helps you view customer satisfaction index (CSAT).
- [7.3. Survey](https://novaon-tech.gitbook.io/oncustomer_eng/vii.-report/7.-customer-satisfaction/7.3.-survey.md): Purpose: Helps you see the level of customer satisfaction when surveying.
- [7.4. Feedback](https://novaon-tech.gitbook.io/oncustomer_eng/vii.-report/7.-customer-satisfaction/7.4.-feedback.md): Purpose: Helps you see customer feedback.
- [7.4.1. Feedback Report](https://novaon-tech.gitbook.io/oncustomer_eng/vii.-report/7.-customer-satisfaction/7.4.-feedback/7.4.1.-feedback-report.md)
- [7.4.2. List of Feedback](https://novaon-tech.gitbook.io/oncustomer_eng/vii.-report/7.-customer-satisfaction/7.4.-feedback/7.4.2.-list-of-feedback.md)
- [1. SLA Measurement](https://novaon-tech.gitbook.io/oncustomer_eng/viii.-supporting-features/1.-sla-measurement.md): Purpose: Customer service work and implementation process
- [2. Tickets](https://novaon-tech.gitbook.io/oncustomer_eng/viii.-supporting-features/2.-tickets.md): Purpose: Support request form and customer care process
- [3. FAQs](https://novaon-tech.gitbook.io/oncustomer_eng/viii.-supporting-features/3.-faqs.md): Purpose: Help your customers easily look up and know how to handle the problem they are facing, helping to reduce the workload of your staff.
- [4. Working Hour](https://novaon-tech.gitbook.io/oncustomer_eng/viii.-supporting-features/4.-working-hour.md): Purpose: Set up work schedules for the technical department, ensuring proper completion of assigned tasks.
- [1. About App](https://novaon-tech.gitbook.io/oncustomer_eng/ix.-mobile-app/1.-about-app.md): Purpose: Customer care right on your phone instead of having to use a computer to access the website.
- [2. Log In](https://novaon-tech.gitbook.io/oncustomer_eng/ix.-mobile-app/2.-log-in.md)
- [3. Features](https://novaon-tech.gitbook.io/oncustomer_eng/ix.-mobile-app/3.-features.md)
- [3.1. Conversation Filter](https://novaon-tech.gitbook.io/oncustomer_eng/ix.-mobile-app/3.-features/3.1.-conversation-filter.md): Purpose: Helps you create conversation filters according to desired conditions
- [3.2. Inbox](https://novaon-tech.gitbook.io/oncustomer_eng/ix.-mobile-app/3.-features/3.2.-inbox.md)
- [3.3. Customer Information](https://novaon-tech.gitbook.io/oncustomer_eng/ix.-mobile-app/3.-features/3.3.-customer-information.md): Purpose: Helps you quickly see customer information.
- [3.4. Setting](https://novaon-tech.gitbook.io/oncustomer_eng/ix.-mobile-app/3.-features/3.4.-setting.md)
- [1. Definition](https://novaon-tech.gitbook.io/oncustomer_eng/x.-repair-warranty-management/1.-definition.md)
- [2. Service Task Configuration](https://novaon-tech.gitbook.io/oncustomer_eng/x.-repair-warranty-management/2.-service-task-configuration.md)
- [3. Service Task Managemant](https://novaon-tech.gitbook.io/oncustomer_eng/x.-repair-warranty-management/3.-service-task-managemant.md): Purpose: Helps you manage created Service Task tickets through easy filtering and display operations.
- [4. Working Calender](https://novaon-tech.gitbook.io/oncustomer_eng/x.-repair-warranty-management/4.-working-calender.md): Purpose: Set up work schedules for the technical department, ensuring proper completion of assigned tasks.
- [5. Repair Warranty (App Mobile)](https://novaon-tech.gitbook.io/oncustomer_eng/x.-repair-warranty-management/5.-repair-warranty-app-mobile.md): Mục đích:
- [1. Bitrix24](https://novaon-tech.gitbook.io/oncustomer_eng/ix.-connect/1.-bitrix24.md): Purpose: Automatically create and synchronize Leads and Contacts obtained right from OnCustomer, saving time and avoiding omissions. Display customer information from Bitrix24 to OnCustomer Inbox.
- [2. GetFly](https://novaon-tech.gitbook.io/oncustomer_eng/ix.-connect/2.-getfly.md): Purpose: Connecting with Getfly helps you easily create customers right on Oncustomer, supporting the display of information to help you understand the context surrounding customers more fully.
- [3. KiotViet](https://novaon-tech.gitbook.io/oncustomer_eng/ix.-connect/3.-kiotviet.md): Purpose: KiotViet connection helps you view customer information, money amounts, orders, and customer orders right on the OnCustomer platform.
- [4. OnCRM](https://novaon-tech.gitbook.io/oncustomer_eng/ix.-connect/4.-oncrm.md): Purpose: After successful connection, Lead/Deal information from OnCRM to OnCustomer will be displayed for employees to easily consult and take care of.
- [5. ChatGPT](https://novaon-tech.gitbook.io/oncustomer_eng/ix.-connect/5.-chatgpt.md)
- [1. General Settings](https://novaon-tech.gitbook.io/oncustomer_eng/x.-settings/1.-general-settings.md): Purpose: All system settings will be performed here.
- [1.1. Account Setting](https://novaon-tech.gitbook.io/oncustomer_eng/x.-settings/1.-general-settings/1.1.-account-setting.md): Purpose: Helps display your brand name and a brief description of your unitn
- [1.2. Persional Information](https://novaon-tech.gitbook.io/oncustomer_eng/x.-settings/1.-general-settings/1.2.-persional-information.md): Purpose: Display information identifying support staff to customers
- [1.3. Widget Setting](https://novaon-tech.gitbook.io/oncustomer_eng/x.-settings/1.-general-settings/1.3.-widget-setting.md)
- [1.4. Role Setting](https://novaon-tech.gitbook.io/oncustomer_eng/x.-settings/1.-general-settings/1.4.-role-setting.md): Set up roles and assign features to agents in accordance with business activities
- [2. Automation](https://novaon-tech.gitbook.io/oncustomer_eng/x.-settings/2.-automation.md): Purpose: Includes settings to help you optimize your use of Oncustomer.Mục đích: Bao gồm những cài đặt giúp bạn tối ưu hoá quá trình sử dụng Oncustomer.
- [2.1. Auto Assign Conversation](https://novaon-tech.gitbook.io/oncustomer_eng/x.-settings/2.-automation/2.1.-auto-assign-conversation.md): Purpose: Automatic conversation delivery is a feature that allows you to distribute conversations to employees or groups according to predetermined rules
- [2.2. Auto Close Conversation](https://novaon-tech.gitbook.io/oncustomer_eng/x.-settings/2.-automation/2.2.-auto-close-conversation.md): Purpose: Feature to automatically close and move conversations that are no longer active to the closed conversations list. Helps you focus more on conversations that need to be resolved.
- [2.3. Reaction multi-channel](https://novaon-tech.gitbook.io/oncustomer_eng/x.-settings/2.-automation/2.3.-reaction-multi-channel.md): Purpose: Install rules to automate tasks in the application such as assigning conversations, tagging, sending messages, applying SLA... to help improve performance and quality of work.
- [3. Configuration](https://novaon-tech.gitbook.io/oncustomer_eng/x.-settings/3.-configuration.md)
- [3.1. Group](https://novaon-tech.gitbook.io/oncustomer_eng/x.-settings/3.-configuration/3.1.-group.md): Purpose: Create different member groups according to products, services,...
- [3.2. Member](https://novaon-tech.gitbook.io/oncustomer_eng/x.-settings/3.-configuration/3.2.-member.md): Purpose: Add your unit's employees to the system.
- [3.3. Sample Messages](https://novaon-tech.gitbook.io/oncustomer_eng/x.-settings/3.-configuration/3.3.-sample-messages.md): Mục đích: Tạo ra các nội dung mẫu để gửi ngay cho khách hàng thông qua phím tắt thay vì phải nhập tay
- [3.4. Media](https://novaon-tech.gitbook.io/oncustomer_eng/x.-settings/3.-configuration/3.4.-media.md): Purpose: Build and manage a document warehouse, help users retrieve and send files to customers quickly, thereby increasing the speed of employee work processing.
- [3.5. Custom Information](https://novaon-tech.gitbook.io/oncustomer_eng/x.-settings/3.-configuration/3.5.-custom-information.md): Purpose: Add data fields to enter additional customer personal information.
- [3.6. Tag Managemant](https://novaon-tech.gitbook.io/oncustomer_eng/x.-settings/3.-configuration/3.6.-tag-managemant.md): Purpose: Create tags to distinguish customer needs and problems
- [3.7. Conversation Ratings](https://novaon-tech.gitbook.io/oncustomer_eng/x.-settings/3.-configuration/3.7.-conversation-ratings.md): Purpose: Survey customer satisfaction with support staff.
- [3.8. Live Typing](https://novaon-tech.gitbook.io/oncustomer_eng/x.-settings/3.-configuration/3.8.-live-typing.md): Purpose: Preview the content of customer messages even before the customer has sent them to proactively grasp customer issues and avoid having 2 employees reply to the same customer.
- [3.9. Working Hour](https://novaon-tech.gitbook.io/oncustomer_eng/x.-settings/3.-configuration/3.9.-working-hour.md): Purpose: Set working hours for employees: start, end of shift, break...
- [3.10. SLA Rule](https://novaon-tech.gitbook.io/oncustomer_eng/x.-settings/3.-configuration/3.10.-sla-rule.md): Purpose: SLA regulations on OnCustomer are a feature that allows users to build standards for time limits in responding to messages and resolving problems for customers.
- [3.11. API Token](https://novaon-tech.gitbook.io/oncustomer_eng/x.-settings/3.-configuration/3.11.-api-token.md): Purpose: Connect and synchronize data between Customer and OnCustomer through API port.
- [4. Ticket](https://novaon-tech.gitbook.io/oncustomer_eng/x.-settings/4.-ticket.md)
- [4.1. Pipeline](https://novaon-tech.gitbook.io/oncustomer_eng/x.-settings/4.-ticket/4.1.-pipeline.md): Purpose: Establish a process management pipeline to solve customer problems effectively and in accordance with business operations.
- [4.1.1. Pipeline Ticket](https://novaon-tech.gitbook.io/oncustomer_eng/x.-settings/4.-ticket/4.1.-pipeline/4.1.1.-pipeline-ticket.md): Purpose: Establish a pipeline to manage Ticket processing flows according to the process of solving customer problems effectively and in accordance with business operations.
- [4.1.2. Pipeline Service Task](https://novaon-tech.gitbook.io/oncustomer_eng/x.-settings/4.-ticket/4.1.-pipeline/4.1.2.-pipeline-service-task.md): Purpose: Establish a pipeline to manage Service Task processing flows according to the process of solving customer problems effectively and in accordance with business operations
- [4.2. Acceptance Form](https://novaon-tech.gitbook.io/oncustomer_eng/x.-settings/4.-ticket/4.2.-acceptance-form.md): Purpose: Is a place for customers to give feedback on the field technicians' direct processing activities.
- [FAQs](https://novaon-tech.gitbook.io/oncustomer_eng/faqs.md): Some useful suggestions while customers experience using Oncustomer by Novaon products.
- [1. Account](https://novaon-tech.gitbook.io/oncustomer_eng/faqs/1.-account.md)
- [1.1. Forgotten Password](https://novaon-tech.gitbook.io/oncustomer_eng/faqs/1.-account/1.1.-forgotten-password.md)
- [1.2. Upgrade Account](https://novaon-tech.gitbook.io/oncustomer_eng/faqs/1.-account/1.2.-upgrade-account.md)
- [2. FAQs](https://novaon-tech.gitbook.io/oncustomer_eng/faqs/2.-faqs.md)
- [2.1. Zalo](https://novaon-tech.gitbook.io/oncustomer_eng/faqs/2.-faqs/2.1.-zalo.md)
- [2.2. Facebook](https://novaon-tech.gitbook.io/oncustomer_eng/faqs/2.-faqs/2.2.-facebook.md)
- [3. Contacts](https://novaon-tech.gitbook.io/oncustomer_eng/faqs/3.-contacts.md)