3Dolphins
5.1 EN
5.1 EN
  • Get Started
  • Pre-Requisite
  • FAQ User
    • User Management
      • What should I do if the user still has an active session?
      • What should I do if the user is locked?
    • Ticket Management
      • What should I do if the customer ticket cannot enter the assigned tab?
    • Bot Settings
      • What should I do if the bot doesn’t respond?
      • What should I do if the bot doesn’t respond as expected?
    • Data Settings
      • Which App Server, Web Server, and Database are used by Chatbot 3Dolphins SRM?
      • When ChatBot is running on Linux. What process does UP / RUNNING signify that the app is running?
      • If the process experiences an abnormal stop (fall) and cannot be increased again in the normal way.
      • How to monitor 3rd party service?
      • On performance monitoring. Can it be monitored and does it have a dashboard?
      • What needs to be backup?
      • How do backup Solr? Is there a menu from apps to do backups?
      • What Backup cycle is used? Full or incremental?
      • What data is stored on the server?
      • Housekeeping data procedures and technical guidelines. Is there a menu from Apps?
      • How to convert milliseconds API fields to Apache Solr Date format using Microsoft Excel
  • Task Management
    • Task Management
      • Task Feature
      • Create Task
      • Edit Task
      • Detail Task Feature
  • Administration
    • User Privilege
      • User Role and Permission Level
      • Grant and Revoke Module Access
      • Create New Privilege
      • Remove Privilege
    • User Management
      • Group
      • User
      • Blocked
      • Active
      • Upload
      • Dual Control
      • Team Collaboration Chat
    • System Setting
      • Ticket Configuration
        • Number of Ticket History
        • Reply Signature
        • Enable Watermark on Attachment
        • Operator Allow Ticket Redistribute
        • Pop-Up Chat On Idle
        • Severity Required Before Closed
        • Auto Send Feedback
        • Claim Ticket Count
        • Default Sorting Mode
        • Word Sensor on Live Agent Message
        • Auto Greeting
        • Group Ticket Distribution
        • Ask Feedback Message
        • Image URL Link and Font Color for Feedback Link
        • Feedback Appreciate Message
        • Number of Live Chat History
        • Walk in SLA Time (in Second)
        • Closure Types
      • User Configuration
      • Bot Configuration
      • Contact Configuration
      • Deal Configuration
      • Custom Submenu Configuration
    • Data Settings
      • Create New Collection
        • Add Fields in Collection
        • Purge Data Collection
      • Remove Collection
      • Archive Collection
    • Public Holiday
      • Create New Holiday
      • Edit an Existing Public Holiday
      • Delete an Existing Public Holiday
    • Co-Browsing
      • Add Co-Browsing Menu
      • How to Use Co-Browsing
  • Integration
    • Channel Connector
      • Telegram Bot
        • Create Telegram Bot
        • Create a New Channel of Telegram Bot
        • Create New Rule
        • Attach Bot
        • Start Chat
      • Email Inbox
        • Create a New Email Inbox Channel
        • Gmail Settings
        • Create New Rule
        • Reply Email
        • Forward Email
      • Live Chat
        • Create a New Channel of Live Chat
        • How to Connect Client to Live Chat Channel
        • Create New Rule
        • Live Chat Message
        • Live Chat Capabilities
        • Include Livechat to your Website / Mobile (Webview)
          • Website
          • Mobile (Android Webview)
        • Live Chat SDK for React Native
      • Telegram Account
        • Create a New Telegram Account
        • Create a New Channel of Telegram Account
        • Create New Rule
        • Attach Bot
      • Twitter
        • Twitter Developers Page
        • Create an App in Twitter Developers
        • Create a New Channel of Twitter
        • Create New Rule
        • Result of Create New Twitter Channel
        • Best Practice Twitter
          • Customer
          • Agent (Operator) or Supervisor
        • Twitter Gateway
      • Facebook
        • Facebook Developers
        • Verify Your Business
        • How to Create Facebook App
          • Change Additional Information About the App
          • How to Add Facebook Login Platform to Your Facebook App
          • How to Add Messenger Platform to Your Facebook App
          • Permission And Feature
        • Create New Page on Facebook
        • Create a New Channel of Facebook
        • How to Add Webhooks Platform to Your Facebook App
        • Create New Rule
        • Mechanism for using BOT in Facebook Messenger
        • How to Add an Email from My Facebook Account
        • Best Practice Facebook
          • BOT
          • Customer
          • Agent (Operator) and Supervisor
        • Facebook Gateway
      • WhatsApp Business API
        • How to Set Up Whatsapp Business API
        • Create New Whatsapp Channel
        • How to Add New Whatsapp Channel Rule
      • Instagram Bussiness
        • How to Register as a Facebook Developers
        • Go To Developers Facebook
        • Verify Your Business
        • How to Create Facebook App
          • Change Additional Information About the App
        • How to Add “Facebook Login” Platform to Your Facebook App
        • Change Status Development Mode Into Public
        • How to Create New a Instagram Business Channel
        • How to Add “Webhooks” Platform to Your Facebook App
        • How to Add “Instagram” Platform to Your Facebook App
        • How to Add Permissions and Feature
        • How to Create a New Instagram Business Channel Rule
        • Result of Create New Instagram Business Channel
        • Best Practice Instagram
        • Instagram Gateway
      • Line
        • Create New Line Official Account
        • Create Line Developer
        • Create a New Channel of Line Account
        • Create New Rule
        • Result of Create New Line Account Channel
      • Skype
        • Create a Bot With Microsoft Bot Framework and Microsoft Azure
        • Create a New Channel of Skype
        • Create New Skype Account
        • Create New Rule
        • Result of Create New Skype Channel
      • App Follow
        • Create a New Channel of App Follow
        • Create New Rule
        • How to Create Ticket on App Follow
      • YouTube
        • Create a New Channel on YouTube
        • How to Create YouTube API Credentials
        • Create a New Channel of YouTube
        • Create New Rule
        • Result of Create New Youtube Channel
      • Smartcall
        • Create a New Channel of Smartcall
        • Add Telephony Credentials
        • Create New Rule
        • Result of Create New Smartcall Channel
    • Live Chat Designer
      • New Design
        • Style
        • Live Chat Connection
        • On Boarding Form
        • Livechat Label
        • Messaging Setting
      • Member Mode
      • Queue
      • Error Message
      • Voice and Speech
      • Campaign
      • Service Hour
      • Generate Script
      • View Script Widget
      • Edit Widget
      • Remove Widget
    • Third-Party Integration
  • Employee
    • Operator Shift
      • Add New Shift
      • Edit an Existing Shift
      • Assign Operator Shift
      • Delete Shift
    • Shift Mapping
      • Upload Agent’s Attendance
      • Edit an Existing Shift
      • Delete Shift
      • Filter Shift
    • Operator Target
      • Add Multiple Target
      • Add Operators Target (Independent Target)
  • Marketing
    • Public Post
      • Create New Public Post
        • Upload File
        • Schedule, Post, and Draft
      • Filter and Search Public Post
    • Notification
      • Create Notification
        • Account & Recipients
        • Message
        • Send or Schedule
      • Filter and Search Notification
      • Edit and Delete Notification
    • Template
      • Request Template
        • Header Template
        • Body Template
        • Footer Template
        • Buttons Template
      • Filter and Search Template
      • Delete Template
    • Audience
      • Create New Audience
      • Edit and Delete Existing Audience
      • Import Audience
      • Create New Audience Group
      • Edit and Delete Existing Audience Group
      • Search Feature
    • Maker Checker
      • Public Post Maker
      • Public Post Checker
      • Notification Maker
      • Notification Checker
  • Sales Activity
    • Lead
      • Create New Lead
      • Detail Lead
        • Contact Info
        • Company Info
        • Transfer Lead Ownership
        • Note
        • Task
      • Filter and Search Lead
      • Lead Automation
        • Automation Component
        • Create Automation
        • Duplicate and Delete Automation
      • Convert Lead to Deal or Archive Lead
      • Unarchive Lead
      • Delete Lead
    • Deal
      • Create New Deal
      • Detail Deal
        • Add Product on Deal
        • Contact Info
        • Company Info
        • Transfer Deal Ownership
        • Note
        • Task
        • Add On-Site Visit
      • Transfer Deal to Another Pipeline
      • Pipeline
        • Add New Pipeline
        • Edit Pipeline
        • Delete Pipeline
      • Filter, Sort, and Search Deal
      • Advanced Setting
      • Closed Deal to Won or Lost Deal
      • Delete Deal
    • Contact
      • Create New Contact
      • Detail Contact
        • Switch and Unlink Companies
        • Add Deal
        • Set Contact as VIP
        • Block and Unblock Contact
        • Merge Contact
        • Note
        • Task
      • Delete Contact
    • Company
      • Create New Company
      • Detail Company
      • Search Company and Configuration Table
      • Delete Company
    • Product
      • Create New Product
      • Detail Product
        • Open Deals
        • Stock and Restock Product
        • Transfer Product Ownership
        • Note
        • Filter and Search Product
      • Configuration Table
      • Delete Product
  • Customer Service
    • Introduction
    • Customer Support
      • Monitoring Dashboard Agent
      • Monitoring Dashboard Supervisor
      • Search in Dashboard
      • Change Status Agent
      • Reply Ticket
      • Send File or Attachment
        • Send File
        • Send Library
        • Send Form
        • Chat History
        • Send FAQ
        • Video Conference Call
      • Watermark
      • Ticket Activity
        • Add Customer Case
        • Add Task based on Ticket
        • Customer Identify
      • Ticket Priority
      • Ticket Notification
      • Filter Ticket
      • Team Member
      • Escalated Ticket
      • Transferred Ticket
      • Reassign Ticket
      • Takeover Ticket
      • Closed Ticket
      • Share Ticket Link
      • View Chat History
      • Merge and Unmerge Ticket
      • Merge Contact
      • Merge Contact Suggestion
      • Blocked Ticket
      • Reopen Ticket
      • Canned Message
      • How to Find FAQ
      • How to Export Ticket
      • How to Create Outbound Email
      • How to Create Offline Ticket
      • View Assignment Rule
    • Customer Contact
      • Create New Contact
      • Edit Contact
      • Case Timeline
      • Chat History
      • Merge Contact
      • Merge Contact Suggestion
      • New Email Message
      • Blocked Contact
      • Remove Contact
    • Ticket Automation
      • Automation Component
      • Tag, Severity and Process Flow
      • On Idle Trigger Ticket
      • Auto Greeting with Time Based Response
      • Bypass Ticket Distribution for High Profile Customer
    • Rule Management
      • Add New Rule
      • Add Team Members
      • Add Rule Criteria
      • Configuration Rule
        • SLA Settings
        • Assignment
        • Service Hour
      • Clone Rule
      • Remove Rule
      • Filter Rule
      • Reload Rule
    • Form Management
      • Form Records
        • Filter Form Records
        • Download Form Records
      • Form Builder
        • Create New Form Builder
          • Settings
          • Generate Link
        • Edit Form Builder
        • Remove Form Builder
    • Paragraph Classifier
      • Add New Classifier Module
      • Add Classifier
      • Add Tags to Chat Tickets
      • Edit Classifier
      • Remove Classifier
    • Email Template
      • New Email Template
      • Edit Email Template
      • Remove Email Template
      • Email Signature
      • Auto-Reply
    • Auxiliary Mapping
      • Create a New Agent Status
      • Edit an Existing Agent Status
      • Remove Agent Status
  • Quality Assurance
    • Performance Rating
      • Add Appraisal
      • Transfer Appraisal Report
      • Change Appraisal
      • Filter Ticket
    • Customer Feedback
    • Feedback Template
      • Create New Feedback Question
        • Agent Rating Survey
        • NPS Survey
      • Activate Feedback Template
      • Edit an Existing Template
      • Delete Feedback Template
    • Rating Criteria
      • Add New Template Criteria
      • Add Criteria
      • Active and Inactive Template
      • Duplicate Template Criteria
      • Delete Template Criteria
  • Bot Settings
    • Bot Manager
      • Create New Bot
        • Attach Dialog
        • Attach FAQ
        • Channel Deployment
        • Timeout Message
        • Unrecognized Setting
        • Fallback Message
        • 3Dolphins Think Integration
        • Bot Option Configuration
        • Bot Assistant
        • Bot Contextual
        • Bot Language
      • Bot Profile Settings
      • General Synonym
      • Evaluate BOT
        • Create Validation Script
        • Validate the Script
        • Upload Script Validation
      • Automatic Detection Language
    • Process Flow
      • Component of Workflow
        • Webhook
        • Execute Command
        • HTTP Request
        • MVEL Function
        • Execute Workflow
        • Timer Interval
        • Send Message
        • Send Email
        • Show Growl
        • Connector Setting
      • Integration
      • List of Workflow
      • Edit Workflow
      • Remove Workflow
      • Workflow Log
    • Dialog Flows
      • Create New Dialog
        • Intention and Entity
        • Prompt Response
        • Integration
        • Configuration
        • Build Dialog Model
        • Test the Dialog on Bot Emulator
      • Search and Filter Dialog
      • Switch Dialog
      • Change Contact Name
      • Get Customer
      • Get User Token
      • API Configuration
      • 3Dolphins SRM Bot Macro Commands
      • JSON Body Request for 3Dolphins SRM Dialog Rest Integration
      • JSON Body Response for 3Dolphins SRM Dialog Rest Integration
    • FAQ Knowledge
      • Create New FAQ Knowledge
      • FAQ Knowledge Contextual
      • How to Show Fallback
      • Remove, Edit and Clone Knowledge
      • Search and Filter Knowledge
      • Macro First Name and Last Name
    • FAQ Suggestion
      • Mechanism of Using FAQ Suggestion
    • Digital Library
      • Create New Digital Library
        • Send Card
        • Send Option
        • Send Image
        • Send Document
        • Send Video
        • Send Audio
      • Edit Digital Library
      • Remove Digital Library
    • Page Builder
      • Add New Page
        • New Page Feature
      • Edit Page Builder
      • Generate Link Page
      • Download Raw Data of Pages as JSON Format
      • Remove Page Builder
    • Payment Library
      • Add New Payment
      • Edit Payment Library
      • Delete Payment Library
    • Think Paragraph
      • Add Document (Article)
      • Edit Document (Article)
      • Ask Question Article
      • Delete Document (Article)
      • Think Paragraph Configuration
  • Analytic
    • Live Agent
      • Conversation History
      • Appraisal Report
      • Channel Interaction
      • Channel Group SLA
      • Live Agent SLA
      • Live Agent Performance
      • Live Agent Productivity
      • Live Agent Rating
      • Customer Rating
      • Visitor Volume
      • Bot Visitor Volume
      • Conversation Audit
      • User Access Audit
      • User AUX Audit
      • Net Promotor Score
      • Datetime Configuration
      • Create New Service Analytic
    • Virtual Agent
      • Bot Overview
        • Intent Data
        • Intent Score
      • Bot Engagement
      • Business Service
      • Intents Fallback
      • User Transaction
    • Employee
      • Operator Target
      • Attendance Report
      • Task Report
    • Sales
      • Deal Progress
      • Deal Conversion
      • Deal Overdue
      • Deal Won
      • Deal Lost
      • Filter Report
      • Download Report
    • WhatsApp
    • Wallboard
      • Wallboard Channel
      • Wallboard Agent
      • Wallboard Classifier
      • Wallboard Configuration
  • API
    • Service API
      • Ping API
      • Get Token
      • Auxiliary Mapping
      • Channel Connector API
      • Support Chart API
      • Contact API
      • File Upload Service
      • Form API
      • Location API
      • Marketing API
        • WhatsApp Broadcast
        • Line Broadcast
      • Profile API
      • Push Notification API
      • Report API
      • Ticket File Media API
      • Operator API
      • Ticket API
      • Supervisor API
      • Users API
      • Email Outbound API
      • Task API
    • Bot API
      • Get Token
      • Get Bot Response
      • Get Bot by Bot Id and Get list of Bots
      • Get Bot Deployment Channel by Bot Id
      • Get Bot FAQ Modules by Bot Id
      • Get Bot Dialogs by Bot Id
      • Get Bot Responses by Bot Id and User Message
      • NLP API
      • Think Paragraph API
    • Sales API
      • Get Token
      • Company API
      • Product API
      • Pipeline API
      • Deal API
      • Notes API
      • Lead API
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  1. Integration
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  3. Twitter
  4. Best Practice Twitter

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If the customer sends message on the Direct Message (DM) or Twitter mention (mention to @apr_doni), then the message will incoming as a new ticket.

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