What's New In This Release?

ParaChat LiveHelp Version 5 contains a number of new features. This document details the features specific to the ParaChat LiveHelp Client.

Client Interface

• Improved client security. Now uses 256-bit AES encryption with RSA public key encryption of the session key.
• Admin Agents can add new agents on-the-fly.
• Chat lists now show messages left by visitors when no agent was available to take the chat. Messages can be replied to via email from within the Client.
• Full text search of the chat transcript database for looking up previous chat sessions using any text string. See: Searching Chat Transcripts.
• Pre-chat survey results are now shown in the chat window.
• Completed form-field values are now shown in the chat window along with the complete visit detail.
• All web analytic reports are now viewable from within the Client application.
• User activity reports can now be viewed inside the Client (admin users only). User activity reports show a complete log of each users activity and the chat sessions they took in each period. If chat rating is enabled, then the ratings and average ratings are displayed for the agent. See: User Activity Reporting
• Microsoft CRM Integration is now built-in to the Client. See: Microsoft CRM Integration
• Will be adding native Clients for Mac OSX and Linux. (Contact us for download details).

Visitor Tracking

• Visitor form field completion can now be tracked - completed form fields will show next to the current page in the current visitors view and also in the Visit Detail. This is useful when you want to watch a visitors progress through your web forms. See: Tracking Form Field Completion.
• The tracking script no longer requires a file to be copied to your web server. The ParaChat LiveHelp Gateway serves the script itself - making embedding the code easier. The existing script file will still work, so there is no need to change existing sites.
• Anonymous proxy detection - visitors show with a 'behind a wall' icon if they are using an anonymous proxy server.
• Improved browser and spider detection.

Chat

• Fully customizable pre and post chat surveys can now be created. These can be used to collect data from the visitor before and after chat sessions. The data collected is shown to agents during chats and is stored in the database for future reporting.
• The Chat Window is now Themeable. A collection of Themes are shipped as standard. You can change the theme used for each site within the site properties. You can create your own themes and modify the existing ones.
• The Chat Window is now resizable. You can set the default height and width in the site properties.
• Custom chat invite JavaScript files can now be created and assigned to individual sites. This enables you to create custom actions that occur when invite requests are sent.
• The chat now records which agent said what to the visitor when multiple agents speak to a single visitor.
• A 'Chat Rating' field can be added to post-chat surveys for collecting ratings. Chat ratings show in the Chat Sessions list and in the User Connection Records report.
• You can enable Department Pre-Selection via the Site Properties without having to change the tracking code.
• You can now define 'Opening Hours' against your site. The chat status will show as 'off line' outside your opening hours, regardless of agent status.
• You can now rename a visitor during a chat session (useful for when a visitor has not specified a name).
• You can now create multiple Dynamic Invites. Each dynamic invite can have it's own image and movement properties. Operators can choose which invite to use when they sound invite requests to visitors and you can define auto-send rules.