How do I create and setup a Mail Profile?

All emails to your customers are relayed from LiveHelpNow mail servers by default. So all ticket notifications as well as chat transcript emails will be sent to your customers from @livehelpnow email address. If you would like to relay mail from your domain, it must host a relaxed livehelpnow-based record (or added to an existing SPF record) along the lines of: v=spf1 include: [...]

Does LiveHelpNow integrate with ZenDesk?

LiveHelpNow help desk software features enterprise class email management system tightly integrated with LiveHelpNow live chat system producing integrated contact history, chat to ticket and ticket to chat flows and many other native interactions between the two systems. For those of our users who prefer to stay on ZenDesk platform we now offer highly customizable integration but still encourage [...]

What is sentiment analysis?

Sentiment analysis uses a selection of words and phrases that will add either a positive or negative value on the chat. If we detect any negative words or phrases said by your customer during the chat it will automatically flag it as a potential negative chat. This sentiment will be determined upon the chat ending, in which it will analyze only the customers messages, provided they sent at least [...]

Do you have questions about your Agents and their Functions?

When it comes to managing your Agent Workspace, there are a few “must know” tools that will make it easy. Getting set up may feel overwhelming, but we are here to turn angst to ease. Once we answer some of the frequently asked questions regarding the functionality, maneuvering through the Agent Workspace should be effortless. Let’s get started on some of those Q & A’s! Q: What are Agents in [...]

How do I setup my LiveHelpNow chat account in order to meet HIPAA and PCI privacy rules?

The following settings must be applied for LiveHelpNow Chat accounts to meet HIPAA privacy requirements as well as PCI compliance. MUST! For ALL PI,PHI,PCI data that needs be collected from the customer in SMS chat, in-Browser chat or Email, please setup and use secure forms. (Admin Panel->My account->Forms) Secure Forms allow data collected via encrypted channel, store encrypted at-rest [...]