How exactly does LiveHelpNow text-enable a landline phone number?

Let’s start with a key clarification: It is not the 'landline' that receives a text message; it is the ‘number.’ In both the voice and text messaging networks, the number acts as an address to which traffic is routed. Because we are accustomed to both voice and text routing to the same mobile device, most people think they are linked together, but in fact the voice and text networks are [...]

Enabling SMS chat for your account to provide a better chat experience for mobile customers

Ask yourself this: Would you prefer to ask a question using a phone call, email, live chat session or a text message? If you are like most people, you'd prefer to chat via text. It's simply the most efficient and convenient medium to use. Now ask yourself this: How many companies do you know that you can text to ask either the status of an existing order or place a new one? Chances are your [...]

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 accomplish this to show total time duration. Source: [...]

My Operator status keeps going offline, why?

Agent status might switch to offline without user action due to the following reasons: Offline schedule is setup for the account in Admin Panel->Chat ->General settings (expand every department to check offline schedule) Windows only: "Offline on windows lock" or "Offline if idle for" settings are enabled in the Windows App settings (right click on Windows App icon in the system tray, [...]

How do i setup reminders for my agents to resolve / provide update to tickets assigned to them per my SLA?

To setup reminders for open tickets for agents to provide update / resolve assigned to them tickets per your organization SLA please use reoccurring triggers. Please follow these easy steps: Login to your LiveHelpNow account and switch to Admin Panel Proceed to Ticket ->Automations Click "Add automation" Provide name and description Enable "reoccurring" flag and select frequency: [...]