Add an employee

1. Log on to the Alibaba Cloud Management Console with an administrator account, select Online Workbench, and go to the instance.

2. Click Personnel > Add Employee.

3. Enter the customer service representative's information and click Save.

• Logon Account: Required. Enter the employee's Alibaba Cloud account.

• Phone Number: Required. Enter the employee's phone number.

• Name: Required. Enter the employee's name.

• Employee ID: Required. The system populates this field by default.

• External ID: Optional. Enter the employee's external ID.

• Nickname: Optional. Enter the employee's nickname.

• Email: Optional. Enter the employee's email address.

• Profile Picture: Optional. Click to upload a profile picture. Supported formats include GIF, JPEG, PNG, BMP, X-PNG, and JPG.

• Role: Required. Select at least one role.

• Online Skill Group: Required. The customer service representative can handle inquiries from the attached skill groups.

• Online Service Level: Required. For example, a service level of Advanced (8) allows the representative to serve 8 users simultaneously.

• Overflow Tag: Optional. When a chat is transferred due to an overflow, the system verifies that the additional skills of the receiving representative are part of the overflow transfer skill group.

Logging on as an online service user

A customer service representative logs on to the Alibaba Cloud Management Console, navigates to the cloud customer service system, clicks [Messages], and selects [Online]. When a user starts a chat, the chat interface opens for real-time replies.