How do i route customers to a department based on a value selected in pre-chat window?

We highly recommend to look into LiveHelpNow chat bot systems which solve this need in a much more elegant way than the one described below. You may dynamically route customers to a specific department by using Automations 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 [...]

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 term is widely used in ticketing systems for software development that track bugs however there are [...]

How do I add a customer satisfaction survey to my Ticket responses?

Get instant customer feedback on your ticket support by adding satisfaction surveys to your ticket responses and resolutions ticketing system survey responses are captured and reported in LiveHelpNow Analytics. How to setup a customer satisfaction survey & add it to your ticket autoresponder templates: Switch to Admin Panel > System Setup > Surveys. Click [+ Add survey] at the top [...]

When i export analytics data, specifically Contact list reports, i am unable to view arabic characters

Excel is not capable to process UTF-8 characters correctly when CSV is opened directly in Excel. The solution is to use data import: Save the exported file as a csv Open Excel Import the data using Data-->Import External Data --> Import Data Select the file type of "csv" and browse to your file In the import wizard change the File_Origin to "65001 UTF" (or choose correct language [...]

How do I setup Visitor Automations and Score Leads based on visitor behavior?

Visitor Automations allow you to optimize visitor engagement and increase online sales. Present visitors with chat invitations that speak to their interests, assign visitors to properly skilled agents, or assign custom 'visitor tags' that display to your operators based on visitor attributes and visitor behaviors on your website. Here is a video to explain how to better use visitor automations: [...]