When a visitor requests a live chat, a pop-up message will be sent to all agent Clients that are monitoring the domain, and have their status set to On-Line. The visitor will then appear in the Chatting Visitors list at the base of the Client.
When a visitor requests a chat a popup message will be sent to all Clients who are monitoring the domain and have their status set to 'On-Line':
The visitor clicks your 'click to chat' image on your site or responds to an invite request:
Operators will receive a popup message:
And the visitor will then appear in the 'Chatting Visitors' list in the Client:
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An agent my respond to a chat request by either clicking the pop-up notification itself when it displays, or by right-clicking the visitor in the Chatting Visitors list and selecting Start Chatting from the pop-up menu. The first agent that responds to the visitor will assume control of the chat session.
Note: An agent may chat with multiple visitors at once, so if another chat request comes in while an agent is chatting with another visitor, the agent may repeat the process. Each visitor chat session will be separate in its own window.
Once an agent is engaged in a chat session, they type the chat text that they wish to send to the visitor, and then press the Enter key (or click the Send button) to send messages to the visitor. Visitors' messages will display as they send them.
The visitor's Visit Detail will display automatically. The Visit Detail shows the visitor's location, browser and referrer information along with each page they have viewed. An agent may refresh this list at any time by clicking the Refresh button.
An agent may also view the visitor’s previous visits by clicking the Previous Visits button. If the visitor has chatted with an agent before, the Chat History button will be visible. Use this to view previous chats with this visitor. |
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Click the Canned Responses button to display a menu of pre-defined chat responses. An agent may add to the list of canned responses as they chat by selecting Add Current Text from the Canned Responses pop-up menus. An agent may also pre-define canned responses in the Client Options.
Click the Save button to save the chat to text or HTML (the ParaChat LiveHelp Server also keeps a copy). Click the Email button to send the chat transcript directly to Microsoft Outlook as a new mail message.
The Block button allows an agent to forcibly close the chat session at the visitors end. It also stops the visitor from chatting with an agent again for the rest of the day.
Direct Visitors to Specific Web Pages
Use the Send Link button to direct visitors to specific web site content. Input a link into the box, then click the Send Link button. The web page will load in a new window or tab in the user's web browser. If the visitor has closed their browser, a new browser window will load. A URL may be typed as part of a chat message, and the LiveHelp Client will ask an agent if they wish to send the URL as a link.
If an agent does not type the full web address, the link will be relative to your organization's domain. For example, if an agent sends order.htm, the link will be http://{your domain}/order.htm.
An agent may send any content that can be viewed in a web browser. For example, send http://www.mysite.com/offer.gif, and a link to the "offer.gif" image will display.
Transfer a Visitor to Another Agent
To transfer a visitor chat to another agent, click the Transfer button, and select an agent from the pulldown list. The visitor will not be aware of this process.
If an agent closes the visitor chat window, the visitor will automatically return to the pending chat visitors queue so that another agent may chat with the visitor, if another agent is available. Again, this process is seamless to the visitor.
