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url: https://docs.oakmega.com/en/guide/service-center.md
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# Service Center

Handle customer service as a team: service members and organizations, assigning conversations and their status, AI customer service, and service analytics.

* [Get started with Service Center: add agents and organizations](/en/guide/service-center/setup-members-and-organizations)：To reply to customers in Service Center, you first need to be added as an agent and placed in an organization. This article shows admins how to add agents, choose their role, create organizations, and what happens when you delete an agent or organization.
* [Understand how conversations are assigned to organizations and agents](/en/guide/service-center/assignment-rules)：Learn when conversations are reassigned, how account and tag conditions work, how agents are chosen at random, and how closing a conversation affects its next assignment.
* [Handle conversations in Service Center](/en/guide/service-center/handle-conversations)：Service Center brings messages from LINE and other platforms into one screen, where agents can find conversations, reply, change the conversation status, assign an organization and agent, and look up member details. This article explains the Service Center screen, how to reply, what each conversation status means, and batch actions and permissions.
* [Automatically close resolved conversations](/en/guide/service-center/auto-close)：After a Service Center conversation is marked as resolved, the system can close it automatically after a set number of hours, and you decide whether it stays with the same organization or goes back to the default organization. This article covers the setting, how the time is counted, and why some conversations don't close automatically.
* [Let an AI agent handle an organization's conversations](/en/guide/service-center/ai-agent)：Set a default AI Agent in Service Center Setting, or specify an AI Agent for a single organization (enter a Webhook URL and Secret, or connect from OakXgen), then turn on "Transfer to Agent → Enable AI Agent", and the AI replies to conversations transferred to that organization. This article explains how to set up an AI Agent, how messages reach the AI, which AI replies, how to tell in a conversation that AI has taken over, how to disable AI so a person can reply, and what happens to AI when a conversation changes organization or is closed.
* [Read the Service Center Data Center](/en/guide/service-center/analytics)：The Service Center Data Center is a real-time dashboard for Service Center: how many conversations are pending, in progress or completed right now, and which organizations and agents they sit with. This article explains each card and chart, how to filter by organization, agent or account, and how the numbers are counted.
* [Handle LINE group conversations](/en/guide/service-center/group-chat)：Once your LINE Official Account is added to a LINE group, you can read the group's messages in Group Conversation, reply as the official account, and organize groups with group attributes and remarks. This article explains the screen, how to find groups and reply, group information and attributes, and what leaving a group does.