How do I export chat transcripts for my records?

LiveHelpNow makes past chat transcripts available for you to view for 90 days. If you’d like chats saved longer for your records, there are a number of ways to export them: Email transcripts- You can have every chat transcript sent to you by entering an email address in Admin panel > Chat > Chat windows (select chat window). Scroll down to post-chat communication(Email [...]

How do I create a new Knowledge Base article?

It’s easy to add a new article to your Knowledge Base by using the built-in question & answer template. You can format article text in a variety of ways and even embed pictures and videos into your articles. Please note: Only administrators & operators with permission can create Knowledge Base articles. You can add a new article in the Admin panel anytime inspiration strikes by clicking [...]

Where do I find LiveHelpNow reports for my account, and how do I generate them?

A wide variety of http://help.livehelpnow.net/article.aspx?cid=1&aid=10774 website performance reports can be generated by logging into your LiveHelpNow account and switching to Admin panel -> Reporting. 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 generate a report: Select a category from the [...]

Are there email templates I can use to help me respond to customer inquiries?

Yes, the LiveHelpNow support ticket system streamlines customer service communications with built in, completely customizable email templates. There are 3 different email templates that may be custoized, depending on the status of the customer email inquiry. These include a 'Ticket Created' confirmation email, a 'Ticket Resolved' email and two 'Comment Added' notification emails (one for [...]

How do I create departments and assign agents to them?

http://help.livehelpnow.net/article/1/1702/Department-Routing" target="_blank Department routing is a great way to connect customers to the agents that can help them most effectively, with as little delay as possible. You can distribute your operators into departments based on their skill level, organizational role, or the web property that they service for you. To create a new department: Login [...]