HiChat is a smart multi-channel customer care platform, integrated with AI technology to provide a centralized management solution, helping to save time and optimize performance. However, in order for the tool to be effective for businesses, we will instructions on how to use HiChat effectively with the features below!
1. Managing customer information (Contacts)
- Automatically create Contact
When a customer sends a message for the first time via any channel, HiChat will automatically save the information.
- Manual creation
Go to Contacts → Add Contact, enter the necessary information (name, email, phone number…).
- Load available list
Select Import → Upload .csv file to bulk add data.
- Edit Contact
Click Edit to update name, email or note.
- Tags
Classify customers with labels like “VIP”, “High Priority”.
- View chat history
Access your entire omnichannel interaction history right in your Contact profile.
Practical applications
- Support customers faster by understanding history and information.
- Personalize your service with labels and detailed notes.
- Manage leads to focus on effective sales.
2. Labels
How to use Labels
- Add label
Go to a conversation → Add Label → select an existing label or create a new one.
- Manage Labels
Settings → Label → add, edit or delete labels.
- Search & filter
Use label filter in conversation list.
- Automatic labeling
Create a rule at Automation Rules (for example, label “Refund Request” when a customer prompts the word “refund”).
Practical applications
- Customer grouping: “VIP”, “New customers”, “Potential customers”.
- Request management: “Complaints”, “Technical support”.
- Track marketing campaigns.
- Enhanced reporting & data analysis.
3. Automation
Create Automation Rules
- Go to Settings → Automation → Add Rule.
- Set up rule name, trigger event, condition (keyword, channel, language…).
- Choose action: label, assign group, send notification…
- Save & activate.
Practical applications
- Request classification: Label “Complaint” when the keyword “complaint” is present.
- Quick response: Automatically send welcome messages.
- Priority management: Mark “Urgent” when the keywords “urgent”, “urgent” are present.
4. Sample Messages (Canned Responses)
How to create and use
- Create new: Settings → Canned Responses → Add New.
- Setup: Set a keyboard shortcut (e.g. /faq_shipping) and enter text.
- Use in chat: Type “/” to open the list, select the shortcut and send.
Practical applications
- Reply to FAQ: “Delivery time is 3–5 business days.”
- Welcome new customers.
- Explanation of return policy.
- Instructions for looking up orders.
5. Macros – Automated sequence of actions
How to Create a Macro
- Go to Settings → Macros → Add New Macro.
- Configure names, conditions (optional) and actions: label, group, change status, send message.
How to use
- In the conversation → click the Macros icon → select the Macro to apply → execute action immediately.
Practical applications
- Complaint handling: label “Complaint”, transfer to senior team, send confirmation message.
- End conversation: label “Processed”, send automatic thanks.
- Distribution of conversations by language (Vietnamese/English).
6. Chatbot AI – 24/7 customer care assistant
How to use chatbot
- Turn on/off all channels: Settings for each channel.
- Toggle conversation separately: In the conversation interface.
- Conditions: Chatbot AI only works in conversations if the channel has Chatbot AI enabled in settings.
Practical applications
- 24/7 customer support with automated responses.
- Reduce manual work for employees.
- Improve customer experience with quick, accurate responses.
Effective instructions for using HiChat not only help businesses manage customers scientifically but also increase response speed, optimize care processes and improve customer experience. Flexibly combining features on HiChat, businesses can build a comprehensive and effective customer care system.
👉 Start implementing HiChat today to enhance customer experience and retain them for the long term!
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