--- title: "Customer Management and Operation" slug: "customer-management-and-operation" updated: 2025-08-23T19:51:15Z published: 2025-08-23T19:51:15Z canonical: "docs.smarsh.com/customer-management-and-operation" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.smarsh.com/llms.txt > Use this file to discover all available pages before exploring further. # Customer Management and Operation > **Applicable to Administrators and End users** In the **Customer Management and Operation** section, the following apps are available: ![](https://cdn.document360.io/20248637-fef6-4111-82b6-c3bf43c0155e/Images/Documentation/Screenshot 2025-08-24 at 1.11.07 AM.png?sv=2026-02-06&spr=https&st=2026-11-10T17%3A36%3A43Z&se=2026-11-10T18%3A36%3A43Z&sr=c&sp=r&sig=r1KqvrVNEegmMAC1PGYESBj6wziGfiieJdDDEWWBrdQ%3D) Click **Add (+)**, to browse more apps available under the **Customer Management and Operation** section. ## Contact Customers You can access a range of service tools for tasks such as managing chats, messaging, customer tagging, and customer service. Within customer statistics, you can observe the number of customers handled by each team member within the company. ![](https://cdn.document360.io/20248637-fef6-4111-82b6-c3bf43c0155e/Images/Documentation/Screenshot 2025-08-24 at 1.10.55 AM.png?sv=2026-02-06&spr=https&st=2026-11-10T17%3A36%3A43Z&se=2026-11-10T18%3A36%3A43Z&sr=c&sp=r&sig=r1KqvrVNEegmMAC1PGYESBj6wziGfiieJdDDEWWBrdQ%3D) ## Customer Moments Customer Moments allows you to view the posts of contacts and also to create and share your own content, including text, pictures, and videos, which is displayed on the Moments Wall in WeChat. Posts made by company users with archiving permissions can be archived. To draft a post: 1. Navigate to **Moments** and click on the central area of the page. ![](https://cdn.document360.io/20248637-fef6-4111-82b6-c3bf43c0155e/Images/Documentation/Screenshot 2025-08-24 at 1.10.41 AM.png?sv=2026-02-06&spr=https&st=2026-11-10T17%3A36%3A43Z&se=2026-11-10T18%3A36%3A43Z&sr=c&sp=r&sig=r1KqvrVNEegmMAC1PGYESBj6wziGfiieJdDDEWWBrdQ%3D) 2. Share the content yourself or create content and prompt other organization members to share it. ![](https://cdn.document360.io/20248637-fef6-4111-82b6-c3bf43c0155e/Images/Documentation/Screenshot 2025-08-24 at 1.10.32 AM.png?sv=2026-02-06&spr=https&st=2026-11-10T17%3A36%3A43Z&se=2026-11-10T18%3A36%3A43Z&sr=c&sp=r&sig=r1KqvrVNEegmMAC1PGYESBj6wziGfiieJdDDEWWBrdQ%3D) 3. Specify the visibility of the post as either full (public) or partial (selected customers). ![](https://cdn.document360.io/20248637-fef6-4111-82b6-c3bf43c0155e/Images/Documentation/Screenshot 2025-08-24 at 1.10.23 AM.png?sv=2026-02-06&spr=https&st=2026-11-10T17%3A36%3A43Z&se=2026-11-10T18%3A36%3A43Z&sr=c&sp=r&sig=r1KqvrVNEegmMAC1PGYESBj6wziGfiieJdDDEWWBrdQ%3D) 4. Tap **Statistics** at the screen bottom to view posts statistics. ![](https://cdn.document360.io/20248637-fef6-4111-82b6-c3bf43c0155e/Images/Documentation/Screenshot 2025-08-24 at 1.10.16 AM.png?sv=2026-02-06&spr=https&st=2026-11-10T17%3A36%3A43Z&se=2026-11-10T18%3A36%3A43Z&sr=c&sp=r&sig=r1KqvrVNEegmMAC1PGYESBj6wziGfiieJdDDEWWBrdQ%3D) 5. Click **Settings** in the bottom right to manage the authorization of member to share posts; Admin can enable to receive a daily overview of all members’ Moments posts. ![](https://cdn.document360.io/20248637-fef6-4111-82b6-c3bf43c0155e/Images/Documentation/Screenshot 2025-08-24 at 1.10.08 AM.png?sv=2026-02-06&spr=https&st=2026-11-10T17%3A36%3A43Z&se=2026-11-10T18%3A36%3A43Z&sr=c&sp=r&sig=r1KqvrVNEegmMAC1PGYESBj6wziGfiieJdDDEWWBrdQ%3D) ## Channels Channels is a short-format video app within the Tencent ecosystem. In Channels, you can link your WeCom account to an existing WeChat channel. After linking, you can choose to toggle on or off the following options: - Show Add WeCom Account on the channel homepage. - Connect WeChat customer service to the Channel. - Display the channel on the member's External Info page. ![](https://cdn.document360.io/20248637-fef6-4111-82b6-c3bf43c0155e/Images/Documentation/image-MO7MLHES.png?sv=2026-02-06&spr=https&st=2026-11-10T17%3A36%3A43Z&se=2026-11-10T18%3A36%3A43Z&sr=c&sp=r&sig=r1KqvrVNEegmMAC1PGYESBj6wziGfiieJdDDEWWBrdQ%3D) Click **Add (+)**, to browse more apps available under the **Customer Management and Operation** section. ## Contact Customers You can access a range of service tools for tasks such as managing chats, messaging, customer tagging, and customer service. Within customer statistics, you can observe the number of customers handled by each team member within the company. ![](https://cdn.document360.io/20248637-fef6-4111-82b6-c3bf43c0155e/Images/Documentation/image-WYVHPNCU.png?sv=2026-02-06&spr=https&st=2026-11-10T17%3A36%3A43Z&se=2026-11-10T18%3A36%3A43Z&sr=c&sp=r&sig=r1KqvrVNEegmMAC1PGYESBj6wziGfiieJdDDEWWBrdQ%3D) ## WeChat Customer Service Assistant WeChat Customer Service Assistant allows you to customize the access of Customer Service Assistant across various channels such as Channel and Official Account, through the Access Scenario feature. Under **Tools**, you can define settings for a **Customer Service Welcome** message, **Quick Reply**, **Customer Service Toolbar**, and **Chat bot**. Additionally, you can access **Customer Service Statistics** and **Chat History** within the WeChat Customer Service Assistant. ![](https://cdn.document360.io/20248637-fef6-4111-82b6-c3bf43c0155e/Images/Documentation/image-082EQL96.png?sv=2026-02-06&spr=https&st=2026-11-10T17%3A36%3A43Z&se=2026-11-10T18%3A36%3A43Z&sr=c&sp=r&sig=r1KqvrVNEegmMAC1PGYESBj6wziGfiieJdDDEWWBrdQ%3D) ## Resign Inheritance Resign Inheritance allows for the seamless transition of customers and customer groups from a former member to current members for ongoing service. Additionally, from this feature, users can easily view **Assignment Records** to track these transitions. ![](https://cdn.document360.io/20248637-fef6-4111-82b6-c3bf43c0155e/Images/Documentation/image-EWRQAB1O.png?sv=2026-02-06&spr=https&st=2026-11-10T17%3A36%3A43Z&se=2026-11-10T18%3A36%3A43Z&sr=c&sp=r&sig=r1KqvrVNEegmMAC1PGYESBj6wziGfiieJdDDEWWBrdQ%3D) ## Learning Centre Learning Center allows you to access a variety of video courses. It is important to note that the page is in Chinese. Additionally, you have the option to study the course either by streaming it online or downloading it for offline use. ![](https://cdn.document360.io/20248637-fef6-4111-82b6-c3bf43c0155e/Images/Documentation/image-3D5SH30Q.png?sv=2026-02-06&spr=https&st=2026-11-10T17%3A36%3A43Z&se=2026-11-10T18%3A36%3A43Z&sr=c&sp=r&sig=r1KqvrVNEegmMAC1PGYESBj6wziGfiieJdDDEWWBrdQ%3D) ## Broadcast Message Send Assistant Admins or owners can create content and notify members to send it out as Broadcast Messages. Members can also broadcast their own content. The broadcasting action of a member will be archived as regular messages to each customer receiving the broadcast. In a single broadcasting action, multiple copies of the message are sent out to a list of selected customers/groups. Each copy of the message is archived as a separate message to that individual customer/group, not tagged as a broadcast. By clicking into **Start Broadcasting**, you can select specific Customers or Customer Groups you want to send messages to. > **Note** > > If a mini-program is attached, only the title of the mini-program is archived. Broadcast messages and their attachments (images, videos, files, and webpages) are archived.