WO2019174159A1

WO2019174159A1 - Official account agent timeout reminding method and apparatus, and device and storage medium

Info

Publication number: WO2019174159A1
Application number: PCT/CN2018/094407
Authority: WO
Inventors: 蔡灵敏
Original assignee: 平安科技（深圳）有限公司
Priority date: 2018-03-16
Filing date: 2018-07-04
Publication date: 2019-09-19
Also published as: CN108667713A

Abstract

An official account agent timeout reminding method and apparatus, and a device and a storage medium. The method comprises: receiving a message sent from a mobile terminal of a customer to an official account and extracting a service type in the message; sending the received message to a corresponding agent client according to the service type; in an information interaction process between the agent client and the mobile terminal, recording a timestamp of the message sent by the mobile terminal, and determining whether the agent client replies within a preset time period; and deleting the timestamp of the received message when the agent client replies within the preset time period, or sending prompt information to the agent client which does not reply within the preset time period. Therefore, the reply rate and the experience and satisfaction of the customer are improved.

Description

Public address agent timeout reminding method, device, device and storage medium

This patent application is based on the Chinese invention patent application filed on March 16, 2018, having the application number 201810216779.9, entitled "Public Seat Timeout Reminder Method, Device, Equipment and Storage Medium", and requires its priority.

Technical field

The present application belongs to the field of mobile internet technologies, and in particular, to a public address agent timeout reminding method, device, device and storage medium.

Background technique

At present, with the rapid development of mobile communication technology, mobile terminals have become an indispensable tool for people's lives. WeChat is widely used in many mobile terminals. In the face of such a large and growing user base, many enterprises have adopted the establishment of WeChat public. The way to promote the business, in order to attract passenger flow.

However, in the process of business promotion, the response rate of sending messages to customers on WeChat public account is not high, and there is no monitoring of the response time of the agent client, resulting in poor communication effect, reducing customer experience satisfaction and affecting Increase in sales performance of the company.

In summary, in the prior art, there is a problem that the response time of the agent client cannot be monitored, and the response rate of the message sent by the client on the WeChat public account is not high.

Summary of the invention

The embodiment of the present application provides a public address agent timeout reminding method, device, device, and storage medium, so as to solve the problem that the aging time of the agent client cannot be monitored in the prior art, and the message is sent to the client on the WeChat public number. The problem of low response rate.

A public address agent timeout reminding method, wherein the public number agent timeout reminding method includes:

Receiving a message sent by the client mobile terminal to the public number, and extracting a service type in the received message;

Sending the received message to the corresponding agent client according to the service type;

Recording a timestamp of the message sent by the mobile terminal during the information exchange between the agent client and the mobile terminal, and determining whether the agent client replies within a preset time;

Deleting the timestamp of the received message when the agent client replies to the client within the preset time;

When the agent client does not reply to the client within the preset time, the agent sends a prompt message to the agent client, and collects the number of times the agent client does not reply to the client, and sends the message to the management client.

A public address agent timeout reminding device, wherein the public agent seat timeout reminding device includes:

An extracting module, configured to receive a message sent by the client mobile terminal to the public number, and extract a service type in the received message;

a sending module, configured to send the received message to a corresponding agent client according to the service type;

a judging module, configured to record a timestamp of the message sent by the mobile terminal during the information interaction between the agent client and the mobile terminal, and determine whether the agent client replies within a preset time;

a deleting module, configured to delete a timestamp of the received message when the agent client replies to the client within the preset time;

a statistics module, configured to send a prompt message to the agent client when the agent client does not reply to the client within the preset time period, and send statistics to the agent client that does not reply to the client Manage the client.

A terminal device comprising a memory, a processor, and computer readable instructions stored in the memory and operative on the processor, the processor implementing the computer readable instructions to:

One or more non-transitory readable storage mediums storing computer readable instructions, when executed by one or more processors, cause the one or more processors to perform the following steps:

The beneficial effects of the summary of the invention are as follows:

Details of one or more embodiments of the present application are set forth in the accompanying drawings and description below. Other features and advantages of the present invention will be apparent from the description, drawings and claims.

DRAWINGS

In order to more clearly illustrate the technical solutions in the embodiments of the present application, the drawings used in the embodiments or the prior art description will be briefly described below. Obviously, the drawings in the following description are only the present application. For some embodiments, other drawings may be obtained from those of ordinary skill in the art in light of the inventive workability.

1 is a flowchart of a public address agent timeout reminding method provided in Embodiment 1 of the present application;

2 is a specific flowchart of step S30 in the public address agent timeout reminding method provided in Embodiment 1 of the present application;

3 is a specific flowchart of step S34 in the public address agent timeout reminding method provided in Embodiment 1 of the present application;

4 is a specific flowchart of step S50 in the public address agent timeout reminding method provided in Embodiment 1 of the present application;

5 is a schematic structural diagram of a public seat agent timeout reminding device provided in Embodiment 2 of the present application;

6 is a schematic structural diagram of a public seat seating timeout reminding device provided in Embodiment 2 of the present application;

FIG. 7 is a schematic structural diagram of a computer device provided in Embodiment 4 of the present application.

detailed description

The technical solutions in the embodiments of the present application are clearly and completely described in the following with reference to the drawings in the embodiments of the present application. It is obvious that the described embodiments are a part of the embodiments of the present application, and not all of the embodiments. All other embodiments obtained by a person of ordinary skill in the art based on the embodiments of the present application without departing from the inventive scope are the scope of the present application.

Example 1

FIG. 1 is a flow chart showing a public address agent timeout reminding method in this embodiment. The public number agent timeout reminding method is applied to marketing business promotion. As shown in FIG. 1 , the public address agent timeout reminding method includes the following steps:

Step S10: Receive a message sent by the client mobile terminal to the public number, and extract the service type in the received message.

In step S10, the background system receives the message sent by the client mobile terminal to the WeChat public account, the background system automatically responds to the message sent by the client, and asks the client which service to consult, and the background system extracts the client according to the message replied by the client. Type of business. Among them, the business type refers to the specific category of the business, which may be auto insurance, life insurance, equity trust, property trust, and the like. For example: the customer sends “hello”, the background system automatically replies “Hello! What kind of business do you need to consult?”, the customer replies “I want to know about auto insurance”, and the back-end system will extract the business type “auto insurance”. This step can realize the type of service that the customer needs to handle according to the message sent by the customer, and provide a conditional basis for assigning the agent client for timely follow-up.

Step S20. Send the received message to the corresponding agent client according to the service type.

In step S20, the background system sends the message sent by the client to the corresponding agent client according to the type of service that the client needs to handle. For example, if the customer replies “I want to consult the life insurance business”, the back-end system will randomly send the message sent by the customer to any life insurance agent client. After receiving the session request, the life insurance agent client will click “take over the customer”. Will receive the message sent by the customer as well as the customer profile information. This step can be implemented to recommend the appropriate agent client to follow up according to customer needs.

Step S30. During the process of information interaction between the agent client and the mobile terminal, record the timestamp of the message sent by the mobile terminal, and determine whether the agent client responds within a preset time.

In step S30, after the agent client is selected, the agent client can directly exchange information with the mobile terminal. When receiving the message sent by the mobile terminal, the timestamp of each message is recorded, and the timestamp refers to the unique identification of the mobile terminal. At a point in time when the message is sent, the time at which the agent client responds to the message is monitored, and it is determined whether the agent client replies within a preset time of each message, wherein a situation of information interaction is The receiving mobile terminal sends a message, and the agent client replies with a message. At this time, it is determined whether the agent client reply message is replied within a preset time of the message, for example, one minute, and another case of information interaction is receiving the mobile terminal. Sending more than one message, the agent client replies with a message, and a message replied by the agent client can be regarded as a reply to each message sent by the mobile terminal. At this time, it is determined whether the agent client reply message is preset in each message. Another time when the information is exchanged, the information exchange is received by the receiving mobile terminal. A message, a reply to the client agent of the above message, then determining whether the client agent first reply message to reply within a preset time for each message.

In a specific implementation, as shown in FIG. 2, step S30 specifically includes the following steps:

Step S31: Determine whether the time interval between the current message sent by the mobile terminal and the previous unreviewed message is less than the first set time.

In the step S31, the previous non-reply message refers to the previous message that is adjacent to the message currently received by the mobile terminal and has not been replied, and acquires the time when the current mobile terminal sends the message and the time of the last unreacted message. After the difference operation is performed, the time interval is obtained. The first set time may be a fixed time preset in the background system, and the first set time may also be a time according to the message type. For example, the first set time may be 1 second.

Step S32. If the time interval is less than the first set time, add the currently acquired message to the message group in which the last unreacted message is obtained, and set the first message in the message group. The timestamp is set to the timestamp of the message group.

In step S32, when the background system detects that the time interval of two adjacent unreacted messages sent by a mobile terminal is less than the first set time, the two adjacent unreacted messages are combined into one message group, and the message is combined. A group is a group of messages that can share the same timestamp. The timestamp of the message group is the timestamp of the first message in the message group. By setting the message group, you can combine the timestamps of similar messages to avoid setting more. Time stamps reduce the burden on the system.

Step S33. If the time interval is not less than the first set time, create a new message group according to the currently acquired message, and set the timestamp of the currently acquired message as the timestamp of the new message group.

In step S33, when the background system detects that the time interval of two adjacent non-return messages sent by a certain mobile terminal is greater than the first set time, a new message group is set, and when the next message is received, it is determined whether Belongs to this new message group.

Step S34. Determine whether the agent client replies within a preset time of each message group.

In step S34, when the message group is set, the time stamp of the message group is obtained, and the time point at which the agent client responds to the message group is monitored, and whether the agent client replies within the preset time of each message group is determined. .

In this embodiment, since the mobile terminal may send multiple messages at a time, in order to reduce the system load caused by the background system generating multiple timestamps, when the background system detects multiple adjacent messages sent by a certain mobile terminal, When the interval is not greater than the first set time, the adjacent message is synthesized into a message group, and the timestamp of the first message in the message group is recorded, and the timestamp of the first message is used as a starting point for determining the timeout of the agent client timeout. If the agent client replies to the client within the first set time, the unreacted neighbor message is regarded as having been replied, and the reply message time covers the receiving time of the last message in the adjacent message, by detecting the neighboring sent by the mobile terminal. The timestamp of the message is recorded at the time interval of the message. In this embodiment, the time limit of the client replying to the client is accurately monitored, and the timeout for the client client to reply to the client message is reminded.

In a specific implementation, after step S32 and step S33, the public agent reminder method further includes:

Step S34. Determine the message type according to the message sent by the agent client, and set the preset time according to the message type.

In step S34, the message type refers to that the message sent by the client is a daily-type question-answer message or a service-type question-and-answer message, which may include a daily-type question-and-answer message and a service-type question-and-answer message, and the daily-type question and answer message refers to a daily chilling related message, and the service The type Q&A message refers to a message related to a specific service. Since the service type Q&A message needs the agent to find related information, the preset time corresponding to the service type Q&A message is usually set to be greater than the preset time of the daily Q&A message.

In a specific implementation, as shown in FIG. 3, step S34 specifically includes the following steps:

Step S341. Determine a message type according to the message sent by the mobile terminal.

In step S341, the background system analyzes the message sent by the client, and determines the message type. Specifically, the keyword in the message sent by the mobile terminal can be compared with the preset text list, if “Hello”, “Goodbye”, etc. When the word is used, the message is determined to be a daily-type question and answer message. If a service word such as "insurance" or "insured" appears, the message is determined to be a service-type question-and-answer message, thereby adjusting the preset time value according to the message type of the customer reply.

Step S342. When the message type is a daily type Q&A message, set the preset time to the second set time.

In step S342, when the background system confirms that the message type sent by the client is a daily type quiz message, the preset time may be adjusted to the second set time. For example, if the customer replies with “Hello”, the back-end system can determine that the message type of the customer reply is a daily-type question and answer message, and the preset time can be adjusted to 3 minutes.

Step S343. When the message type is a service type Q&A message, set the preset time to the third set time.

In step S343, the service type Q&A message refers to the problem that the customer consults with the specific service. When the background system confirms that the message type sent by the client is a service type Q&A message, the preset time can be adjusted to the third set time. For example: customer response: "How to apply for insurance" or "What are the PIV offers?", the back-end system can determine that the message type of the customer reply is a service-type Q&A message, and the preset time can be adjusted to 5 minutes.

It should be noted that the preset timeout period of the timeout period can be dynamically configured, and can be configured according to the agent service capability of the specific agent client, or the agent of the agent client can apply for the configuration preset time according to the needs of the administrator.

In this embodiment, this step can implement setting a preset time according to the type of the message sent by the client, and can more effectively monitor the response time of the agent client.

Step S40. When the agent client replies to the client within a preset time, the timestamp of the received message is deleted.

In step S40, when the agent client replies to the client within the preset time, the agent client and the mobile terminal are in a normal communication state. In order to avoid storing too many timestamps to occupy the system space, the background system deletes the site. The timestamp of the received message, all previous messages are considered to have been replied.

In step S50, when the agent client does not reply to the client within the preset time, the agent sends a prompt message to the agent client, and the agent client does not reply to the client for statistics, and then sends the message to the management client.

In step S50, the background system collects statistics on the number of times the agent client does not reply to the client, and sends the number of times the agent client does not reply to the client to the management client, so as to monitor and evaluate the agent client.

In a specific implementation, as shown in FIG. 4, step S50 specifically includes the following steps:

Step S51. When the agent client does not reply to the client within the preset time, send a prompt message to the agent client, and wait for the agent client to feedback the confirmation message.

In step S51, when the background system monitors the time when the agent replies to the message, the background system may also prompt according to the state that the agent client does not reply to the client, and the prompt information is used to remind the agent client to reply the client message in time, and the prompt information may be The pop-up information includes the number of times the prompt information is sent, the timeout period, and a reply button, which is deemed to be received when the reply button is clicked.

Step S52. When the confirmation information fed back by the agent client is not received, the prompt information is sent to the agent client every fourth set time, and the number of times the prompt information is sent is recorded.

In step S52, when the reply button is not clicked, it is regarded as the confirmation information that the agent client feedback is not received. At this time, the prompt information is resent to the agent client every fourth set time, for example, every 1 time. Resend the prompt message in minutes.

Step S53. When the number of times of prompting the information reaches the preset value, the acknowledgement information fed back by the agent client is not received, and the received message is forwarded to the remaining agent clients whose service type is corresponding and in an idle state.

In step S53, when the number of times the background system sends the prompt information reaches the preset value, for example, the preset number of times is set to 3 times, and when the reply button on the popup window is still not detected, the agent client can be regarded as not being A reply is made to forward the received message and customer data to the remaining agent clients whose service type is corresponding and in an idle state.

Step S54. The statistics of the number of times the agent client does not reply to the client are sent to the management client.

In step S54, the background system collects statistics on the number of times the agent client does not reply to the client, and sends the statistics to the management client. This step can be used to evaluate the agent client.

In a specific implementation manner, the agent timeout reminding method further includes: when the agent client has multiple users that have not responded within the preset time, the prompt information sent by the background system to the agent client is displayed in the form of a client list, and according to the The duration of the preset time sequentially displays the folding items of the plurality of customer messages, wherein the folding item refers to merging the messages of the plurality of customer mobile terminals together for display, and the logo of the customer mobile terminal may be merged and displayed together, or The logo of the mobile terminal of the client and the message sent by the client are combined and displayed together. Specifically, when there are multiple clients that have not responded, the unreacted client messages are arranged according to the time sequence, and are sequentially arranged for display, and the agent can Respond from top to bottom to ensure a response period for each customer.

The embodiment of the present application provides a public address agent timeout reminding method, which receives a message sent by a client mobile terminal to a public number and extracts a service type, and sends the received message to an agent client corresponding to the service type, and records the agent client and the mobile terminal. The timestamp of the message sent by the mobile terminal during the interaction between the terminal, and determining whether the agent client replies within the preset time, and deleting the timestamp of the message received by the agent client when replying to the client within the preset time, the preset is not preset. The agent responds to the client's agent to send a reminder message within the time. This application reminds the agent of the response timeout, improves the response rate of the customer and the customer's experience satisfaction, and improves the sales performance of the enterprise. The problem of not being able to monitor the response time of the agent client in the prior art is solved, and the response rate of the message sent by the client on the WeChat public account is not high.

It should be understood that the size of the sequence of the steps in the above embodiments does not mean that the order of execution is performed. The order of execution of each process should be determined by its function and internal logic, and should not be construed as limiting the implementation process of the embodiments of the present application.

Example 2

FIG. 5 is a schematic structural diagram of a public number agent timeout reminding device corresponding to the public number agent timeout reminding method in the first embodiment. As shown in FIG. 5, the public agent seat timeout reminding device includes:

The extracting module 601 is configured to receive a message sent by the client mobile terminal to the public number, and extract a service type in the received message.

The sending module 602 is configured to send the received message to the corresponding agent client according to the service type.

The determining module 603 is configured to record a timestamp of the message sent by the mobile terminal during the information interaction between the agent client and the mobile terminal, and determine whether the agent client responds within a preset time.

The deleting module 604 is configured to delete the timestamp of the received message when the agent client replies to the client within a preset time.

The statistics module 605 is configured to send the prompt information to the agent client when the agent client does not reply to the client within the preset time, and send the agent client to the management client after counting the number of times the agent client does not reply to the client.

Further, as shown in FIG. 6, the determining module 603 includes:

The recording unit 6031 is configured to: when detecting that the time interval of the adjacent message sent by the mobile terminal is greater than the first set time, record the timestamp of each message; when detecting that the time interval of the adjacent message sent by the mobile terminal is not greater than At the first set time, the timestamp of the first message in the adjacent message is recorded.

The setting unit 6032 is configured to determine a message type according to the message sent by the agent client, and set a preset time according to the message type.

The determining unit 6033 is configured to determine whether the agent client replies within a preset time.

For the specific working process of the module in the foregoing terminal device, reference may be made to the corresponding process in the foregoing method embodiment, and details are not described herein again.

Example 3

The present embodiment provides one or more non-volatile readable storage media having computer readable instructions stored thereon, the one or more non-readable readable storage media storing computer readable instructions, the computer readable instructions being When one or more processors are executed, one or more processors are executed to implement the public number agent timeout reminding method in Embodiment 1. To avoid repetition, details are not described herein again. Alternatively, when the computer readable instructions are executed by the processor, the functions of the modules/units in the public address agent timeout reminding device in Embodiment 2 are implemented. To avoid repetition, details are not described herein again.

It will be understood that one or more non-volatile readable storage media storing computer readable instructions may comprise: any entity or device capable of carrying the computer readable instruction code, a recording medium, a USB flash drive, a mobile hard drive, Disk, optical disk, computer memory, Read-Only Memory (ROM), Random Access Memory (RAM), electrical carrier signals, and telecommunications signals.

Example 4

FIG. 7 is a schematic diagram of a terminal device according to an embodiment of the present application. As shown in FIG. 7, the terminal device 70 of this embodiment includes a processor 701, a memory 702, and computer readable instructions 703 stored in the memory 702 and executable on the processor 701. When the processor 701 executes the computer readable instructions 703, the steps of the public address agent timeout reminding method in the first embodiment are implemented, such as steps S10 to S50 shown in FIG. Alternatively, the processor 701, when executing the computer readable instructions 703, implements the functions of the various modules/units in the various apparatus embodiments described above, such as the functions of the modules 601 through 605 shown in FIG.

It will be apparent to those skilled in the art that, for convenience and brevity of description, only the division of each functional unit and module described above is exemplified. In practical applications, the above functions may be assigned to different functional units as needed. The module is completed by dividing the internal structure of the device into different functional units or modules to perform all or part of the functions described above.

The above-mentioned embodiments are only used to explain the technical solutions of the present application, and are not limited thereto; although the present application has been described in detail with reference to the foregoing embodiments, those skilled in the art should understand that they can still implement the foregoing embodiments. The technical solutions described in the examples are modified or equivalently replaced with some of the technical features; and the modifications or substitutions do not deviate from the spirit and scope of the technical solutions of the embodiments of the present application, and should be included in Within the scope of protection of this application.

Claims

A public address agent timeout reminding method is characterized in that: the public number agent timeout reminding method includes:

Receiving a message sent by the client mobile terminal to the public number, and extracting a service type in the received message;

Sending the received message to the corresponding agent client according to the service type;

Recording a timestamp of the message sent by the mobile terminal during the information exchange between the agent client and the mobile terminal, and determining whether the agent client replies within a preset time;

Deleting the timestamp of the received message when the agent client replies to the client within the preset time;

When the agent client does not reply to the client within the preset time, the agent sends a prompt message to the agent client, and collects the number of times the agent client does not reply to the client, and sends the message to the management client.
The public address agent timeout reminding method according to claim 1, wherein the time stamp of the message sent by the mobile terminal is recorded, and whether the agent client responds within a preset time is determined, including:

Recording the time when the mobile terminal sends each message, and determining whether the agent client replies within a preset time of each message.
The public address agent timeout reminding method according to claim 1, wherein the time stamp of the message sent by the mobile terminal is recorded, and whether the agent client responds within a preset time is determined, including:

Determining whether the time interval between the current message sent by the mobile terminal and the previous unreviewed message is less than the first set time;

If the time interval is less than the first set time, the currently acquired message is added to the message group in which the last unreacted message is obtained, and the timestamp of the first message in the message group is Set to the timestamp of the message group;

If the time interval is not less than the first set time, create a new message group according to the currently acquired message, and set a timestamp of the currently acquired message as a timestamp of the new message group; Whether the agent client replies within the preset time of each message group.
The public address agent timeout reminding method according to claim 1, wherein during the information interaction between the agent client and the mobile terminal, a timestamp of the message sent by the mobile terminal is recorded, and then includes :

Determining a message type according to the message sent by the mobile terminal;

When the message type is a daily type quiz message, setting the preset time to a second set time;

When the message type is a service type Q&A message, the preset time is set to a third set time.
The public address agent timeout reminding method according to claim 1, wherein when the agent client does not reply to the client within the preset time, the agent sends a prompt message to the agent client, and further includes:

When the confirmation information fed back by the agent client is not received, the prompt information is sent to the agent client every fourth set time, and the number of times the prompt information is sent is recorded;

When the number of times of the prompt information reaches a preset value, the acknowledgement information fed back by the agent client is not received, and the received message is forwarded to the remaining agent clients in the idle state.
The public address agent timeout reminding method according to claim 1, wherein the public agent seat timeout reminding method further comprises:

When the agent client has multiple clients that have not responded within the preset time, the prompt information sent to the agent client is displayed in the form of a client list, and is displayed according to the duration exceeding the preset time. A collapsed item for multiple customer messages.
A public address agent timeout reminding device is characterized in that: the public agent seat timeout reminding device comprises:

An extracting module, configured to receive a message sent by the client mobile terminal to the public number, and extract a service type in the received message;

a sending module, configured to send the received message to a corresponding agent client according to the service type;

a judging module, configured to record a timestamp of the message sent by the mobile terminal during the information interaction between the agent client and the mobile terminal, and determine whether the agent client replies within a preset time;

a deleting module, configured to delete a timestamp of the received message when the agent client replies to the client within the preset time;

a statistics module, configured to send a prompt message to the agent client when the agent client does not reply to the client within the preset time period, and send statistics to the agent client that does not reply to the client Manage the client.
The public address agent timeout reminding device according to claim 7, wherein the determining module comprises:

a recording unit, configured to record a timestamp of each message when detecting that a time interval of the adjacent message sent by the mobile terminal is greater than a first set time; when detecting an adjacent message sent by the mobile terminal When the interval is not greater than the first set time, the timestamp of the first message in the adjacent message is recorded;

a setting unit, configured to determine a message type according to the message sent by the agent client, and set a preset time according to the message type;

The determining unit is configured to determine whether the agent client replies within a preset time.
A terminal device comprising a memory, a processor, and computer readable instructions stored in the memory and operable on the processor, wherein the processor executes the computer readable instructions as follows step:

Receiving a message sent by the client mobile terminal to the public number, and extracting a service type in the received message;

Sending the received message to the corresponding agent client according to the service type;

Recording a timestamp of the message sent by the mobile terminal during the information exchange between the agent client and the mobile terminal, and determining whether the agent client replies within a preset time; when the agent client When the terminal replies to the client within the preset time, the timestamp of the received message is deleted;

When the agent client does not reply to the client within the preset time, the agent sends a prompt message to the agent client, and collects the number of times the agent client does not reply to the client, and sends the message to the management client.
The terminal device according to claim 9, wherein the time stamp of the message sent by the mobile terminal is recorded, and it is determined whether the agent client replies within a preset time, including:

Recording the time when the mobile terminal sends each message, and determining whether the agent client replies within a preset time of each message.
The terminal device according to claim 9, wherein the time stamp of the message sent by the mobile terminal is recorded, and it is determined whether the agent client replies within a preset time, including:

Determining whether the time interval between the current message sent by the mobile terminal and the previous unreviewed message is less than the first set time;

If the time interval is less than the first set time, the currently acquired message is added to the message group in which the last unreacted message is obtained, and the timestamp of the first message in the message group is Set to the timestamp of the message group;

If the time interval is not less than the first set time, create a new message group according to the currently obtained message, and set a timestamp of the currently acquired message as a timestamp of the new message group;

It is determined whether the agent client replies within a preset time of each message group.
The terminal device according to claim 9, wherein during the information exchange between the agent client and the mobile terminal, the timestamp of the message sent by the mobile terminal is recorded, and the method further includes:

Determining a message type according to the message sent by the mobile terminal;

When the message type is a daily type quiz message, setting the preset time to a second set time;

When the message type is a service type Q&A message, the preset time is set to a third set time.
The terminal device according to claim 9, wherein when the agent client does not reply to the client within the preset time, sending the prompt message to the agent client, and further comprising:

When the confirmation information fed back by the agent client is not received, the prompt information is sent to the agent client every fourth set time, and the number of times the prompt information is sent is recorded;

When the number of times of the prompt information reaches a preset value, the acknowledgement information fed back by the agent client is not received, and the received message is forwarded to the remaining agent clients in the idle state.
The terminal device according to claim 9, wherein the processor further implements the following steps when the computer readable instructions are executed:

When the agent client has multiple clients that have not responded within the preset time, the prompt information sent to the agent client is displayed in the form of a client list, and is displayed according to the duration exceeding the preset time. A collapsed item for multiple customer messages.
One or more non-transitory readable storage mediums storing computer readable instructions, wherein when the computer readable instructions are executed by one or more processors, cause the one or more processors to execute The following steps:

Receiving a message sent by the client mobile terminal to the public number, and extracting a service type in the received message;

Sending the received message to the corresponding agent client according to the service type;

Recording a timestamp of the message sent by the mobile terminal during the information exchange between the agent client and the mobile terminal, and determining whether the agent client replies within a preset time;

Deleting the timestamp of the received message when the agent client replies to the client within the preset time;

When the agent client does not reply to the client within the preset time, the agent sends a prompt message to the agent client, and collects the number of times the agent client does not reply to the client, and sends the message to the management client.
The non-volatile readable storage medium according to claim 15, wherein the time stamp of the message sent by the mobile terminal is recorded, and it is determined whether the agent client replies within a preset time, including:

Recording the time when the mobile terminal sends each message, and determining whether the agent client replies within a preset time of each message.
The non-volatile readable storage medium according to claim 15, wherein the time stamp of the message sent by the mobile terminal is recorded, and it is determined whether the agent client replies within a preset time, including:

Determining whether the time interval between the current message sent by the mobile terminal and the previous unreviewed message is less than the first set time;

If the time interval is less than the first set time, the currently acquired message is added to the message group in which the last unreacted message is obtained, and the timestamp of the first message in the message group is Set to the timestamp of the message group;

If the time interval is not less than the first set time, create a new message group according to the currently obtained message, and set a timestamp of the currently acquired message as a timestamp of the new message group;

It is determined whether the agent client replies within a preset time of each message group.
The non-volatile readable storage medium according to claim 15, wherein during the information exchange between the agent client and the mobile terminal, a time stamp of the message sent by the mobile terminal is recorded, and then Also includes:

Determining a message type according to the message sent by the mobile terminal;

When the message type is a daily type quiz message, setting the preset time to a second set time;

When the message type is a service type Q&A message, the preset time is set to a third set time.
The non-volatile readable storage medium according to claim 15, wherein when the agent client does not reply to the client within the preset time, the prompt message is sent to the agent client, and then include:

When the confirmation information fed back by the agent client is not received, the prompt information is sent to the agent client every fourth set time, and the number of times the prompt information is sent is recorded;

When the number of times of the prompt information reaches a preset value, the acknowledgement information fed back by the agent client is not received, and the received message is forwarded to the remaining agent clients in the idle state.
The non-volatile readable storage medium of claim 15, wherein the computer readable instructions are executed by one or more processors such that the one or more processors further perform the following steps:

When the agent client has multiple clients that have not responded within the preset time, the prompt information sent to the agent client is displayed in the form of a client list, and is displayed according to the duration exceeding the preset time. A collapsed item for multiple customer messages.