Information on how to use the system Getting Started. These instructions will help you get started with setting up live support chat and using it on your website. These instructions apply to hosted. The following topics are discussed in this article: Administrator Login Adding Departments Adding Operators Operator Membership Generating HTML Operator Login Accept Online Chat Requests

Administrator Login

1. Login - Login to your livesupportchat admin area.

1. Downloaded Customers - The URL to your admin area will look something like this.. http://www.domain.com/livechat/setup/
   
   
2. Hosted Customers - The Admin URL should have been provided to you after you signed up. The URL will look something like this http://livesupportchat.net/c100/setup/. The c100 would be replaced with the server name that your account resides on.
   
   

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Adding Departments

The departments you add to your live support chat system will be displayed to your website visitor when they request chat. This gives the visitor the option of choosing which department they require assistance from. (You can also setup live support chat to automatically choose a department for them.)

1. From the admin area you will see a section entitled Manager there is a link underneath there for Manage Departments. Click Manage Departments.
   
   
   
   
2. Enter in your Department information.
   
   Department Email - This is the email address all offline messages will be sent to for your department.
   
   Visible to Public - This setting says whether the department is visible to visitors. If the department is not visible the only way for calls to get to this department are if they are transferred from other departments. This can be useful when using a Management department.
   
   Display Chat Queue - When a visitor requests chat it will tell them the number of visitors currently in chat.
   
   Shared Saved Transcripts - If you would like other Operators in the same department to have the ability to view other Operators transcripts select Yes. This can be helpful when a customer is having problems and you can look up their past transcripts with that department.
   
   Transcripts Expire After - Set the expiration time for saved transcripts. Once the expiration time has been exceeded the old transcripts will be removed from the database. Setting it to 0 days will save all transcripts forever.
   
   Visitor Email Transcripts - When a visitor ends the chat session, he/she can request a copy of the transcript to their email address. You can enable or disable this feature. In some sales environment, this option may be useful.
   
   Operator Traffic Monitor - Enabling this feature allows operators within this department to view the website traffic on their operator consoles. This also enables your operators to pro-actively initiate chat with your visitors and Operator-to-Operator chat.
   
   
   
   
   
3. Hit Submit and your department will be added to the live support chat system.
   
   
4. Return to the main screen by clicking the live support chat logo at the top left.
   

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Adding Operators

The Operators you add to your live support chat system are the accounts that your staff (Operators) will login to take incoming chat requests.

1. From the admin area you will see a section entitled Manager there is a link underneath there for Manage Operators. Click Manage Operators.
   
   
   
   
2. Enter your Operator Information
   
   Login - The Username (UserID, Login Name) that the Operator will login to the Operators area with.
   
   Allow visitors to rate this operators level of support - Enables the Operator Rating system for that Operator.
   
   Allow operator-to-operator chat - Allow this Operator to speak with other operators.
   
   
   
   
3. Click the Add/Edit Operator button and your operator will be added to the live support chat system.
   

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Operator Membership

For an Operator to accept calls for a department you must assign them to that department.

1. To add the Operators to their departments check the check box next to the corresponding operator(s) then select the departments from the select box. (To select more than one department you will need to hold the Ctrl key down and select each department.)
   
   
   
   
2. Once you have done this click Submit. Your Operator should now be listed under the Department at the right side of the screen.
   
   
   
   
3. Return to the main screen by clicking the live support chat logo at the top left.
   

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Generating HTML

Before you can use live support chat you need to add the live support chat HTML to your website. This HTML allows your visitors to see the live support chat Support icon and request chat with you.

1. From the admin area you will see a section entitled Manager there is a link underneath there for Generate HTML. Click Generate HTML.
   
   
   
   
2. With the live support chat system you can either generate the HTML for ALL departments or for each specific department.
   
   If you choose ALL departments the visitor will choose which department they would like to speak with, if you choose a specific department the user will not be prompted and will automatically be sent to that department.
   
   Select what you would like to generate the HTML for and follow the corresponding link.
   
   
   
   
3. You will now see two textboxes containing HTML. The 1st textbox contains the HTML you will need to place onto your website to display the online/offline icon. The 2nd textbox contains the HTML you would use for your HTML RICH Email. We only need to worry about the 1st textbox.
   
   
   
   
4. Copy the HTML in the 1st textbox and paste it onto your website. Make sure you paste the HTML EXACTLY as it was generated. If you change the formatting it can cause live support chat to not work properly.
   
   
5. Once you have the live support chat HTML pasted onto your website your visitors will see the live support chat Online/offline icon so that they can request to chat with you live.
   
   
   
   
6. Return to the main screen by clicking the live support chat logo at the top left.
   

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Operator Login

Now that you have setup your Departments, Operators, and pasted the live support chat HTML onto your website you need to make the status of your icon show as online. To do this you will need to login as an Operator.

1. Operator URL - On your main Admin screen the Operator URL is listed towards the top right.
   
   
   
   
2. Operator Login - Open your web browser to the Operator URL and login with the Operator Username/Password that you created earlier.
   
   
   
   
3. Monitor Request Window - Once logged in click the Launch Chat Request Monitor Window button. This button will open up another window, which will be used to monitor incoming chat requests.
   
   
   
   
4. The Monitor Request Window also known as the Operator Console must remain open at all times, so that you may accept incoming chat requests.
   
   
5. Your live support chat icon on your website should now display the online status.
   
   
   

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Accept Online Chat Requests

1. Incoming Chat Requests - When a visitor clicks your live support chat icon on your website a new chat request is created. This chat request will be displayed in your Operator console for you to either Accept or Deny.
   
   Busy - Clicking Busy will remove the call from your Operator Console and either direct them to the next available Operator or if an Operator is not available it will direct the visitor to an email form to contact you.
   
   Accept - Accepting the call will cause another window to be opened and you may then begin speaking with your visitor.
   
   

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