Support Center > Knowledge Base> Category: Training Resources
Category: Training Resources
19 Articles
Orange arrow Why does time duration in reports show as time in Excel?

  By default, Excel displays the format hh:mm:ss as time am/pm when clicked whether it is real time or time duration. This is just they way Excel views the data within the cell, but you may still add time duration if needed. As refered to an article from Microsoft here are the steps to take to ac...
Orange arrow How do I manage the chat windows when I am chatting with more than one customer?

  LiveHelpNow is very proud to introduce "color driven chat", designed for stess-free simultaneous chatting.Here's how easy it is to chat with multiple customers at the same time in the LiveHelpNow live chat software operator panel:Each chatting visitor is marked with a colored icon according to his/...
Orange arrow How do I setup canned messages? Can my operators create their own?

  Canned responses allow you to store commonly used messages like greetings, product/service descriptions, and short answers to frequently asked questions for repeated use when chatting with customers. Canned responses were relocated to Admin Panel > My account > Canned responses and may now b...
Tagged: canned, add

Orange arrow How do I accept chat request and how do I transfer it to another operator or department?

  Please watch this short video showing the steps to accept and transfer chat requests ...
Orange arrow How do I close a ticket? What does “working” or “waiting for response” mean?

  LiveHelpNow Email-Ticket Management allows you to manage inquiries collaboratively in order to provide the most service to your customers in the least amount of time. Each Ticket starts out as “Open” in the ticket grid and ends up “Closed” when it is resolved. Select an op...
Orange arrow How do I search chat history? I want to view past chats I've had with customers

  It's easy to view transcripts from past chats in LiveHelpNow live chat software. Here are the steps: 1. Switch to Admin Panel2. Click the "Analytics" tab at the top right.3. Select Chat System on the left, click the "Chat Transcripts" report, and enter a date range at the top-right to retreive you...
Tagged: chat history

Orange arrow How do I view the session History for a visitor? (The pages that a visitor has visited in this Particular Session on my Web site).

  1. Select a visitor in the visitors grid: 2. Click on "Nav history" tab to see navigation history. ...
Orange arrow I would like to see a video demo of the software and possibly request a live demo with a LiveHelpNow specialist

  Here are some of the resources you may want to check out to get quickly introduced to LiveHelpNow customer service & lead capture platform Quick video intro Quick start guide (PDF) Recorded live demo Independent review Screenshots Live Chat system intro Ticket system intro Support Syst...
Orange arrow How do Proactive Chat Invitations work?

  Proactive messaging allows LiveHelpNow chat operators to proactively invite browsing visitors to chat by sending a custom tailored message based on visitor's location, a page the visitor is on or any other factors. Consider this: Your website sells cars. A visitor arrives to your website and L...
Orange arrow What is a watcher? When should I add watchers to my support tickets? How do I do that?

  A quick Google search will tell you that a watcher is "a person who observes something attentively or regularly". The 'watchers' feature is best described as an 'ongoing carbon copy' of ticket updates to people that need to be kept informed of changes to the ticket's (or customer's) status. This ...
Orange arrow Where do I find LiveHelpNow reports, and how do I generate them?

  A wide variety of website performance reports can be generated by logging into your LiveHelpNow account and switching to Admin panel -> Analytics. If you cannot see the Analytics tab then you do not have access to reports. If you need access to Analytics, contact your Administrator. To genera...
Orange arrow How will I know when someone enters the chat?

  If you are using LiveHelpNow operator console ( and your status is "Online" you will see a notification immediately after visitor starts a new chat session.If you are using web-based operator console you will hear a "door-bell" sound and the visitor who started th...
Orange arrow How do I use the callback system?

  The callback request system allows your customers to notify you when they need to speak with a live operator. It adds the functionality of an answering machine to your company website. Select an open callback to expand the Callback request info and click “Assign” to direct the callback to an opera...
Orange arrow I see visitor in "Browsing" status even though he/she has already left my site

  LiveHelpNow does not keep permanent connection with your visitors so it has no way of knowing the exact time of departure of your visitors. The operator panel will set the visitor's status to "browsing" immediately after the visitor views any page of your site where LiveHelpNow code is installed. ...
Orange arrow What does the “Visit/Chat Time” in the operator panel refer to? How about “Visit time” in the General tab?

  The “Visit/Chat Time” column in the visitor monitoring dashboard refers to changes in a visitor’s status on your website. The “Visit/Chat Time” of Browsing visitors is the time that they first arrived on your website The “Visit/Chat Time” of Chatting visitors is the time that their chat session ...

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