Inbound, cases, and follow-up, on one service desk
MeetCarbon Cloud Customer service keeps web, phone, email, and WeCom inbound on one platform. Agents work from the inbox, and one conversation can split into several cases. A site repair can open a Smart O&M work order. A refund request stays as a case. The bot quotes knowledge only after it is published. After close, you can review quality, cluster voice-of-customer themes, and export a trace pack for that conversation.
- 4 stages
- Bot, queue, agent, closed
- One to many
- Confirm, then split
- Repair can hand off
- Field work in Smart O&M
- Phone optional
- A 400 line can wait
- Charging issue · to dispatchCase
- Invoice help · waiting on materialsFollow-up
- Complaint · quality checkQC
From inbound to a case you can follow up
Four steps match menus already in the product. After the inbox takes the conversation, cases split out, then dispatch, field handoff, or follow-up, with quality and trace on the same thread.
Take
Web, phone, email, or WeCom lands in the inbox. The bot answers from published knowledge first.
Split
One conversation can confirm several cases, each with its own type, priority, and skill group.
Hand off
Site repair opens a Smart O&M work order. A refund request stays here. Money stays on the original payment path.
Keep
Follow-up, survey, quality check, and voice of customer hang on this conversation. Export a trace pack when you need the file.
What you see in Customer service
The menu groups the desk, knowledge and quality, and setup. Open any item to see the job it actually does.
Dashboard
See today’s inbound, queue, verified closes, AI-only closes, lighthouse overdue, and follow-ups due, plus SLA rates, CSAT, FCR, and handle time. The figures on this page are samples of the layout.
- Closes can drill in
- SLA jumps to cases
- Figures are samples
Inbound counts, overdue counts, and theme hits in the samples only show the screen layout.
Five inbound types, see where each one goes
These five types ship in the energy scene pack. Select one to see what happens after you confirm it. Experience notes and general questions stay on this desk.
It does not open a field work order by default. If the charger id or order number is missing, context asks the visitor first.
Names and destinations match the split already in the product. This page does not trial an amount.
Four stages, the lighthouse starts in the queue
Select a stage to see what the agent does there, and whether the lighthouse is running. The energy pack’s 60-second sample is shown below. The limit is edited on the scene pack.
The energy scene pack writes the first-reply limit as 60 seconds. That value lives on the pack. This page only shows it.
The board uses the same four columns: bot, queue, agent, closed.
Agents take threads, leads dispatch, knowledge and quality stay apart
Four roles match pages you can already open. Field technicians work the spawned work order in Smart O&M.
Which field is missing, and should this thread move to another skill group?
- Inbox summary
- Published knowledge
- Internal note
Inbound, context, and published knowledge enter the same thread
Every conversation has to match a channel and an identity. Charging orders, parking fees, and field repairs are not rewritten here.
Web visitor
The channel page has a visitor test link and a welcome line, opened by tenant key.
Phone
A 400 line enters a conversation by number and is tagged as phone in the inbox. The carrier can stay unconnected.
Email and WeCom
Email and WeCom each have their own inbound path. Stages match the web thread.
Context fields
A missing charger id, charging order, session status, or plate is asked before the answer continues.
Published knowledge
The bot and reply drafts quote published items only. A suggestion takes effect after a person publishes it.
What this page does not rebuild
- Field repair continues in Smart O&M.
- Charging orders and invoice amounts live in charging operations.
- On-site parking and fees live in Smart parking.
- A refund request stays a case. Balances are not changed on this desk.
Dashboard, lighthouse, and VOC counts on this page are samples. After the day’s totals are connected, the dashboard response applies.
Open one web channel, then take the first thread
Use this order for the first desk. Phone and the daily theme batch can wait. Knowledge and skill groups can be ready first.
- 1One web visitor channel
- 2A scene pack: generic or energy
- 3Knowledge you can publish
- 4At least one on-duty skill group
- 5Whether repairs should open Smart O&M
The VOC daily batch stays off. Cluster today by hand when you want to see themes.
- 01
Open a channel
Write the welcome line and open the visitor test page. Add email, WeCom, and 400 when you need them.
You get · Inbound works - 02
Install a pack
Check types, suggested questions, and lighthouse seconds. The energy pack’s sample first reply is 60 seconds.
You get · Wording is set - 03
Publish knowledge
Write category, keywords, and body, then mark it published.
You get · Bot can quote it - 04
Create a skill group
Mark who is on duty. Presence shows the agent after they come online.
You get · Someone can take it - 05
Split the first case
Confirm the type. Repair can open an O&M work order. A refund stays a case.
You get · Destination is clear - 06
Turn on quality
Close enqueues a review. Export a trace pack by conversation number when you need the file.
You get · You can look back
Threads, cases, and the record stay on one platform
Customer service is inbound and the process. Field repair, the charging ledger, and the parking ledger have their own products.
A channel before the desk
Web, phone, email, and WeCom land in one inbox.
One thread, several cases
Type, priority, and skill group are filled per case.
Repair hands off
Site repair can open a Smart O&M work order.
Published before quote
Unpublished suggestions stay out of the bot.
Complaints always queued
The rest are sampled. The pre-score waits for review.
Trace previews first
A time-limited JSON download is created after you confirm.
How it meets nearby products
Inbound and the split stay on this page. Charger lookup, parking lookup, and field dispatch read or receive work in their own products.
Charging, parking, visitors, and complaints on one desk
These four already match an inbound path you can open. Amounts and field repair return to their own products.
Keep the desk apart from the ledger and field repair
Does a refund change a balance on this desk?
A refund request creates a case and keeps the thread. Wallet, charging orders, and parking fees stay on those products’ payment paths.
Is field repair finished in this product?
Confirming a site repair can open a Smart O&M work order. Dispatch, the visit, and close happen in Smart O&M. This desk keeps the case and the conversation.
Will the bot quote knowledge that is not published?
It quotes published items only. A miss becomes a learning suggestion. Later inbound can use it after an agent publishes it.
Do voice-of-customer themes cluster every day on their own?
The VOC page can cluster today by hand. The daily batch stays off. A day with no closes shows that there is no theme yet.
Do we have to turn on a 400 line first?
Phone can wait. Web visitors, email, and WeCom can take inbound on their own. When you connect a line, the carrier is a simulator or Aixun c4006, routed by number.
What does a service trace export?
Enter the conversation number, preview the redacted pack, then confirm a time-limited JSON download. It is written on the timeline. After it expires, export again.
Start with one channel and one scene pack
Tell us whether it is charging inbound, a parking lookup, a hall visitor, or a complaint follow-up. We will walk through the inbox, the split, the lighthouse, and quality check for that scope.