The groundhog was cited recently and so our spotlights continue to
remain a tad frosty. However, the lights are brighter than ever and
so this month we will share with you a few tips and tricks on several
little bells and whistles about Live2Support which will make your live
chat application work like a charm!
Customized preferences allow you to set one of several variables which
pertain to Live2Support's look and feel as well as functionality. You
can access these preference settings from the Control Panel. They include:
Selecting the time zone: You can choose the time zone to which you would like the chat application
on your website to be pegged. This setting will remain consistent through
the website whenever a chat function is invoked.
Do not ask User Name and Email before chat: You can set your preferences to preclude the prompts which ask for
this information prior to the initiation of a chat session. You can
toggle this on or off whenever necessary.
Enable Emoticons in Visitor Window: If you would like your site visitors and customers to use smilies and
other emoticons while interacting with your chat operators, simply enable
them.
Enable File Transfer in Visitor Window: The file transfer feature allows your customers to send and receive
files while interacting in a live chat session. Your chat operators
and site visitors can exchange important documents such as product descriptions,
warranties, technical help files and screenshots to enhance the quality
of the chat interaction.
Proactive Pop-up Window Size : This preference setting which you can configure from the Control Panel,
allows you to set the size of the popup window. The popup window is
great for announcing blue light specials, directing traffic on your
website, recommending specific pages to customers and extending an offer
of help or customer service.
New Message Sound off Turn the New Message Sound on or off depending on your preference.
Personally, we recommend that you keep this setting turned on because
this serves as an additional alert through audio. An audio alert is
extremely effective when you happen to have walked away from your desk
for a cup of coffee.
URLs for Sound Files Live2Support takes the audio alert equation to the next level by allowing
you to define and set the audio alerts you can receive for various functions.
For instance, you can set up different types of audio alerts for various
types of chat requests.
Here are a few situations for which you can set up audio alerts:
" Sound alert when a new visitor initiates a chat request
" Sound alert on the first chat request
" Sound alert on the second chat request
" Sound alert on a new message during chat
Note:
This customization is currently available only in the web enabled version
of Live2Support
Display Chat Transcript after Chat: This feature allows the entire text of the chat transcript to be displayed
in the chat window once the chat session has closed. You have the option
of deactivating this function from the Control Panel
Email Chat Transcripts: Chat transcripts provide documentary evidence and record of the chat interaction. Application can automatically send chat transcripts to email address specified here at the end of each chat session. This feature can be activated or deactivated from Control Panel.
Offline Message e-mail : In this feature, chat operators can set their specific email addresses
on which offline messages will be delivered.
"Leave a Message" Form: In this feature, you can set your own "Leave a Message" window
in which site visitors can leave messages. For this, you have to verify
the URL address of that message window to the control panel.
Chats Only: In this feature, you can set an option so that your support operator can see only those site visitors and their details that have a chat request i.e. support operators won’t be able to see all site visitors and their details.
Maximum Waiting Time Spent by a Visitor in Queue: In this feature, you can set the length of time until which site visitors
can wait for a chat operator. Once this duration expires, the chat request
will automatically convert into a "leave a message" window.
Enable Hits Recording: This feature allows you to calculate how many times a visitor comes
to your website. This is a part of Live2Support's overall functionality
which serves up valuable statistical and analytics data on site visitor
activity.
Enable Time Base Chat Session: In this feature, you can set the length of time until which site visitor can chat with support operator. Once this duration expires, the chat will be automatically closed.
Auto Logout from Application: This feature of our live help solution allows you to set a time at which the system will automatically log out your chat operators from live chat. When getting ready to return home, there is always the possibility of your chat operators not remembering to log out..
