[{"data":1,"prerenderedAt":396},["ShallowReactive",2],{"page-\u002Fmulai\u002Fkonsep":3},{"id":4,"title":5,"body":6,"description":387,"endpoint":388,"extension":389,"icon":388,"meta":390,"method":388,"nav":388,"navigation":391,"path":392,"seo":393,"stem":394,"__hash__":395},"docs\u002Fmulai\u002Fkonsep.md","Konsep dasar",{"type":7,"value":8,"toc":372},"minimark",[9,13,18,26,39,43,46,53,57,63,66,142,155,159,162,178,192,201,205,216,220,227,231,237,241,261,268,272,279,283],[10,11,12],"p",{},"Halaman ini menjelaskan istilah yang dipakai di dashboard dan dokumentasi. Baca sekali sebelum mulai setup agar langkah di panduan lain lebih mudah diikuti.",[14,15,17],"h2",{"id":16},"workspace-bisnis","Workspace (bisnis)",[10,19,20,21,25],{},"Satu akun pemilik (owner) memiliki satu workspace. Nama bisnis diisi saat daftar dan bisa diubah di ",[22,23,24],"strong",{},"Settings → Informasi Bisnis",". Semua channel, AI agent, kontak, percakapan, dan anggota tim berada di dalam workspace ini. Paket berlangganan dan kredit AI juga melekat ke workspace.",[10,27,28,29,32,33,38],{},"Untuk Public API, workspace dikenali lewat ",[22,30,31],{},"Business ID",". Lihat ",[34,35,37],"a",{"href":36},"\u002Fapi\u002Fautentikasi","Autentikasi",".",[14,40,42],{"id":41},"channel","Channel",[10,44,45],{},"Channel adalah sumber chat pelanggan yang Anda hubungkan, misalnya satu nomor WhatsApp atau satu bot Telegram. Satu workspace bisa punya banyak channel, sesuai kuota paket. Setiap channel bisa diberi satu AI agent dan satu atau lebih divisi.",[10,47,48,49,38],{},"Jenis channel yang tersedia: WhatsApp (Scan QR), WhatsApp API (Token manual), WhatsApp API (Login Meta), Telegram, Instagram, Facebook, Intercom, Slack, SocialChat, dan Webchat. Detailnya ada di ",[34,50,52],{"href":51},"\u002Fpanduan\u002Fchannel","Hubungkan channel",[14,54,56],{"id":55},"percakapan","Percakapan",[10,58,59,60,38],{},"Setiap pelanggan yang menghubungi satu channel membentuk satu percakapan. Semua percakapan dari semua channel masuk ke menu ",[22,61,62],{},"Chat",[10,64,65],{},"Setiap percakapan punya status. Status dipakai sebagai tab filter di inbox:",[67,68,69,82],"table",{},[70,71,72],"thead",{},[73,74,75,79],"tr",{},[76,77,78],"th",{},"Status",[76,80,81],{},"Arti",[83,84,85,94,102,110,118,126,134],"tbody",{},[73,86,87,91],{},[88,89,90],"td",{},"Belum Dibaca",[88,92,93],{},"Ada pesan masuk yang belum dibuka.",[73,95,96,99],{},[88,97,98],{},"Butuh CS",[88,100,101],{},"AI mengalihkan ke manusia, atau sistem Anda menandainya lewat API.",[73,103,104,107],{},[88,105,106],{},"Belum Ditangani",[88,108,109],{},"Pelanggan menunggu, belum ada penanganan.",[73,111,112,115],{},[88,113,114],{},"Ditangani",[88,116,117],{},"Sudah dibalas oleh AI atau tim.",[73,119,120,123],{},[88,121,122],{},"Selesai",[88,124,125],{},"Ditandai selesai oleh tim.",[73,127,128,131],{},[88,129,130],{},"Diblokir",[88,132,133],{},"Pengguna diblokir. AI tidak membalas.",[73,135,136,139],{},[88,137,138],{},"Dilewati",[88,140,141],{},"Percakapan di-skip. AI tidak membalas.",[10,143,144,145,147,148,150,151,154],{},"Apakah balasan AI membuat status menjadi ",[22,146,114],{}," atau tetap ",[22,149,106],{}," tergantung opsi ",[22,152,153],{},"Tandai sebagai ditangani"," di pengaturan AI agent.",[14,156,158],{"id":157},"mode-ai-dan-ditangani-manusia","Mode AI dan ditangani manusia",[10,160,161],{},"Setiap percakapan selalu berada di salah satu dari dua mode:",[163,164,165,172],"ul",{},[166,167,168,171],"li",{},[22,169,170],{},"Mode AI",": AI agent membalas pesan pelanggan secara otomatis.",[166,173,174,177],{},[22,175,176],{},"Ditangani manusia",": anggota tim membalas. AI dijeda di percakapan ini.",[10,179,180,181,184,185,188,189,191],{},"Klik ",[22,182,183],{},"Ambil alih"," di header chat untuk pindah ke mode manusia. Klik ",[22,186,187],{},"Kembalikan ke AI"," untuk menyerahkan lagi ke AI. Menandai percakapan ",[22,190,122],{}," juga mengaktifkan AI kembali untuk pesan berikutnya.",[10,193,194,195,198,199,38],{},"AI bisa mengalihkan sendiri ke manusia jika kondisinya cocok dengan instruksi ",[22,196,197],{},"CS Manusia"," di AI agent. Percakapan lalu berstatus ",[22,200,98],{},[14,202,204],{"id":203},"catatan-internal","Catatan internal",[10,206,207,208,211,212,38],{},"Catatan adalah pesan yang hanya terlihat oleh tim. Catatan tidak dikirim ke pelanggan. Pakai untuk serah terima antar-agen atau mencatat konteks. Varian khususnya, ",[22,209,210],{},"Perbaikan AI",", dipakai untuk menulis koreksi atas jawaban AI. Lihat ",[34,213,215],{"href":214},"\u002Fpanduan\u002Fchat","Balas chat",[14,217,219],{"id":218},"ai-agent","AI agent",[10,221,222,223,38],{},"AI agent adalah \"petugas virtual\" yang membalas pelanggan. Anda mengatur perilakunya (prompt), pengetahuannya (teks, FAQ, file, website, produk), model AI, jadwal aktif, dan trigger untuk memanggil API Anda. Satu AI agent bisa dipakai di banyak channel. Lihat ",[34,224,226],{"href":225},"\u002Fpanduan\u002Fai-agent","AI Agent",[14,228,230],{"id":229},"kontak","Kontak",[10,232,233,234,236],{},"Kontak tercatat otomatis saat pelanggan pertama kali chat. Menu ",[22,235,230],{}," menampilkan kontak dari semua channel. Anda bisa mencari berdasarkan nama atau nomor dan membuka chat langsung dari daftar.",[14,238,240],{"id":239},"divisi-tim-dan-role","Divisi, tim, dan role",[163,242,243,249,255],{},[166,244,245,248],{},[22,246,247],{},"Tim",": anggota yang login ke dashboard atau aplikasi mobile untuk membalas chat.",[166,250,251,254],{},[22,252,253],{},"Divisi",": kelompok anggota. Divisi menentukan channel mana yang terlihat oleh anggotanya.",[166,256,257,260],{},[22,258,259],{},"Role",": kumpulan izin menu, misalnya boleh melihat Chat tapi tidak boleh membuka Berlangganan.",[10,262,263,264,38],{},"Pemilik akun (owner) melihat semua. Lihat ",[34,265,267],{"href":266},"\u002Fpanduan\u002Ftim","Tim & role",[14,269,271],{"id":270},"kredit-ai","Kredit AI",[10,273,274,275,38],{},"Setiap balasan AI memotong kredit sesuai harga model yang dipilih. Paket memberi kredit gratis bulanan. Jika habis, sistem memakai kredit berbayar hasil top up. Jika keduanya habis, AI berhenti membalas. Lihat ",[34,276,278],{"href":277},"\u002Fpanduan\u002Fberlangganan","Berlangganan & kredit",[14,280,282],{"id":281},"glosarium","Glosarium",[67,284,285,295],{},[70,286,287],{},[73,288,289,292],{},[76,290,291],{},"Istilah",[76,293,294],{},"Penjelasan singkat",[83,296,297,305,312,319,326,333,341,349,357,365],{},[73,298,299,302],{},[88,300,301],{},"Workspace",[88,303,304],{},"Bisnis Anda di CSKU, berisi semua data.",[73,306,307,309],{},[88,308,42],{},[88,310,311],{},"Satu sumber chat: nomor WA, bot, akun, widget.",[73,313,314,316],{},[88,315,56],{},[88,317,318],{},"Riwayat chat dengan satu pelanggan di satu channel.",[73,320,321,323],{},[88,322,183],{},[88,324,325],{},"Pindah percakapan dari AI ke manusia.",[73,327,328,330],{},[88,329,187],{},[88,331,332],{},"Serahkan percakapan lagi ke AI.",[73,334,335,338],{},[88,336,337],{},"Catatan",[88,339,340],{},"Pesan internal, tidak terlihat pelanggan.",[73,342,343,346],{},[88,344,345],{},"CSAT",[88,347,348],{},"Penilaian kepuasan 1–5 dari pelanggan.",[73,350,351,354],{},[88,352,353],{},"FRT",[88,355,356],{},"First Response Time, waktu balasan pertama tim.",[73,358,359,362],{},[88,360,361],{},"Template WABA",[88,363,364],{},"Pesan resmi yang disetujui Meta untuk WhatsApp API.",[73,366,367,369],{},[88,368,271],{},[88,370,371],{},"Saldo untuk membayar balasan AI.",{"title":373,"searchDepth":374,"depth":374,"links":375},"",3,[376,378,379,380,381,382,383,384,385,386],{"id":16,"depth":377,"text":17},2,{"id":41,"depth":377,"text":42},{"id":55,"depth":377,"text":56},{"id":157,"depth":377,"text":158},{"id":203,"depth":377,"text":204},{"id":218,"depth":377,"text":219},{"id":229,"depth":377,"text":230},{"id":239,"depth":377,"text":240},{"id":270,"depth":377,"text":271},{"id":281,"depth":377,"text":282},"Istilah utama di CSKU, dari workspace dan channel sampai status percakapan dan kredit AI.",null,"md",{},true,"\u002Fmulai\u002Fkonsep",{"title":5,"description":387},"mulai\u002Fkonsep","1xzkLUMZ0Tia3SltKbh5MdRKyjbkq2oKK2Qb6A-8FEM",1791957694415]