How do I enable or disable new visitor notification

New visitor notification, when enabled, provides real time alert notification when new visitor arrives to your website. Enabling this feature is not useful for high visitor volume websites. In fact, we recommend disabling this feature for all accounts and instead use visitor triggers to configure actions, like invitaiton to chat, to be done automatically for new visitors. To enable/disable new [...]

Facebook page is not listed. Facebook business page messages do not arrive to my LiveHelpNow account.

If your Facebook business page is not showing up for you to select, or if Facebook page messages do not arrive to your LiveHelpNow account, please follow the steps below: Please make sure you have "Admin" access to the Facebook business page with the Facebook profile you connected with LiveHelpNow app. Log into your Facebook account, go to this link - [...]

How to decrease or completely eliminate abandoned live chat requests

When a customer live chat request is not accepted by one of your agents in a timely manner(we recommend within 10 seconds), there is a very high chance of a customer abandoning the chat session.In the LiveHelpNow platform, these type of chat sessions are reported as "Dropped".Ideally your account should record 0 dropped chats to make sure your LiveHelpNow Challenge score as well as your company [...]

How can I change or add to the information customer provided when starting chat?

The information you would like to collect before chat is allowed to begin may be customized in Admin Panel > Chat System > Customization > Pre-chat requirements There are cases when collection of minimal information from the customer is favorable on pre-chat screen, such as Name, and to then collect the rest of the required information from customer while in chat, such as Account [...]

Setting up skill based routing and overflow for your live chat channel

If you would like to route chats to the highest skill agents first and route to lower skill agents only when higher skill agents are not available or are at the maximum chat limit, this article will explain how to set up skill based routing and overflow. Please make sure you have configured chat queueing for your account first. Skill routing and overflow may only apply to departments with [...]