Support Center > Knowledge Base> Category: Live Chat System
Category: Live Chat System
49 Articles
Orange arrow What happens when a visitor’s request to chat is not accepted? How long will they stay in the queue?

10376 views
  If your live chat system is online, visitors who click to chat are entered into a queue until an agent accepts the chat request.After a set period of inactivity between the agent and the visitor the chat session will “timeout.” At that point, the visitor will receive a prompt allowing them to eithe...
Posted in: Live Chat System

Orange arrow How do I get every chat transcript sent to me by email?

5112 views
  You can have every chat transcript sent to you by entering your email address in Admin panel -> Chat System -> Customization -> Chat window, select chat window and find the setting listed as 'Email transcripts'. If you would like chat transcripts emailed to different email addresses based...
Posted in: Live Chat System

Orange arrow How do I send visitors a copy of their chat transcript automatically? Can I include a survey?

8122 views
  To start using this live chat software feature, follow the steps below: 1. Please check that you have correctly mapped an "Email" prechat field on the prechat form to "Email" CRM field in Admin panel -> Chat system -> Customization -> Pre-chat requirements so our system can use it to emai...
Orange arrow I've setup department routing, how do I allow my operators to see only the visitors or chats I'd like them to see?

5170 views
  View Access is a setting controlled by LiveHelpNow admins that limits which Visitors and Chats each operator is able to see within their Operator Panel. Please Note: We do not recommend changing View Access settings unless you have setup department routing. What View Access actually does is li...
Posted in: Live Chat System

Orange arrow Can I simply drag and drop images into the chat box of the operator panel?

6377 views
  It's possible to drag & drop images from Google Chrome or Mozilla Firefox browsers directly into the chat box and send them to chatting visitors. Simply open either Chrome or Firefox in a separate window then click, hold and drag in image into the live chat software text area under the chat bo...
Tagged: image


Orange arrow How do I make it so my operators only see activity in their departments?

6988 views
  In order to accomplish this you will need to setup department routing for your account. -->Setup departments one for each website. In admin panel->my account->departments, and assign each operator to the correct department. -->Record department numbers for all (write them down) -->Create...
Tagged: department


Orange arrow How do i configure my account to support right-to-left languages (Arabic script and hebrew alphabet)?

6838 views
  To configure Chat window to support right-to-left alphabet please follow these simple steps: Admin panel->Chat system->Customization->Chat window Select the chat window you would like to be used for right-to-left alphabet Scroll down to find "Text direction" setting Change to "right ...
Orange arrow How do i route customers to a department based on a value selected in pre-chat window?

6536 views
  You may dynamically route customers to a specific department by using Visitor triggers For example you would like to route customers to "Help desk" department if the question "Do you have an existing account?" used in pre-chat window is answered "Yes". You would need to configure a visitor trigger...
Orange arrow I have a responsive site. How do I change the live chat button when visitors are viewing my site on a mobile device?

6832 views
  With the standard live chat button code on your website, please add the following to your website. Place this in your css. One is an online button the other is an offline button with the other as a common class. If the width and/or heights are different between the offline and online image, you...
Orange arrow When I start live chat, I see the "Live chat is currently unavailabe" message.

7890 views
  If you see "Live chat is currently unavailabe" message when you attempt to start live chat session in live chat software, this means you have banned your own IP address. "Live chat is currently unavailabe" message is only shown to customers whos IP Address was banned by one of your operators. To ...
Tagged: ban


Orange arrow How to securely exchange confidential information in a chat session or an email/ticket?

5859 views
  At LiveHelpNow, we don't only know how to spell security – we’re big believers in it. In the past, our chat sessions and emails have been great for holding secure online conversations with prospects and clients but there was no simple way to securely share confidential information. Tha...
Orange arrow What are the most popular installation options for the Live Chat system? How do I find them?

10258 views
  It is a best practice to put live chat code on every page of your website to track all of your visitors. Here are some popular installation options for the live chat software: HelpOut Tab®-Display help options to visitors in a snappy right tab that follows them from page to page. The HelpOut...
Orange arrow How do I disable visitor tracking provided by LiveHelpNow chat system?

4704 views
  According to LiveHelpNow EULA every account must purchase at least 1 operator license per each 1000 unique daily visitors to the website tracked by LiveHelpNow live chat software.To avoid purchasing additional licenses you need to disable visitor tracking feature of LiveHelpNow chat system.To do th...
Posted in: Live Chat System

Orange arrow how do I remove the email and print icons on a chat window?

9787 views
  This article requires a knowledge of css, and css for the LiveHelpNow chat window. To remove the email and print options on the chat window please do the following: If using default LiveHelpNow CSS for the chat window please cimply change CSS file URL location in admin panel->chat system->c...
Orange arrow How do I configure post-chat surveys?

13348 views
  A Post-chat survey is a must have live chat software feature if you would like to capture customer feedback on their experience with your operators. It will help you improve the way customers are handled by your support staff. In the future we will be developing a Net Promoter Score (NPS) version ...
Posted in: Live Chat System


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