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| In the above window, representatives can begin
chatting with webpage visitors. Type wanted text in the box and click “Submit” to send response. To use a canned response, select
one from the drop list and click “select.” Representatives can also click on the
“Visitor Info” link to view specific information gathered. To see a list of pages the visitor has previously viewed on your site,
clicked the “Footprints” link. Representatives can also transfer the visitor they are chatting with to another online representative
by clicking on the “Transfer Call” link. A list of representatives will then appear; simply choose one from the list to transfer the visitor.
To save a transcript of the conversation, click on the “Save Transcript” box at the top right corner of the screen. |
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This window will popup when a visitor requests a chat. The “Visitor Monitor Status” can be expanded to show how many people are viewing the site,
\how long they have been there, and other information (DELUXE version). The initialize chat allows the support rep to begin a conversation with
any visitor on the site. Representatives should keep this window open. The representative can choose to be online or offline waiting for chats or
have the visitor monitor open or closed. |
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Use this window to see how many visitor requests are taken, ignored, or rejected daily. Breakdowns of incoming requests are given according to
departments and representatives for easy viewing. Click on the calendar to see breakdowns on a specific day. |
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Use this window to see what pages visitors are viewing on your website. Similar to the Statistic and Reporting, this window shows a
tally of the number of pages viewed and shows which pages are visited the most. Unique visits come from those who have never been to the site before.
Use the calendar to view the numbers of any given day. |
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This window allows online and offline icons to be customized. Unique images can be selected for both the online and offline icons then
uploaded to better match the rest of the website. Colors can also be customized for each window.
Text, backgrounds, links, and login colors can all be selected and changed from this page, and will apply throughout the entire chat application.
The language drop allows a different language to be chosen for the entire chat application. |
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The above window shows adding or editing departments with the department name and department email. The share saved transcripts drop down allows or
disallows other departments to see saved transcripts. Transcripts can also be set to be deleted (expire) from the Sitechatter servers after a
set amount of time. A listing of all departments and their settings is provided at the bottom of the window. |
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This screen shows how support representatives can be added or deleted and information edited. To add a new representative,
create a user login and password for each person. Representatives can then be added to single or multiple departments.
A list of all departments and corresponding representatives is located to the right of the screen.
Individual reps can be removed from each department. |
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This window contains the unique code required for the SiteChatter system to work.
Simply copy and paste the first code to your HTML and the second to your HTML RICH EMAILS where you would like your ONLINE/OFFLINE live help image to appear. |
