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

A wide variety of 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 navigation menu on the left hand side. Select a report. [...]

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 operators to them?

Department routing is a great way to connect customers to the operators 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 to your LiveHelpNow account Select [Switch to admin panel] -> [...]

How do I get every chat transcript sent to me by email?

You can have every chat transcript sent to you by entering your email address in Admin panel -> Chat -> Chat windows, select chat window and find the setting listed as 'Email transcripts' within "Post chat communication" section. All chat transcripts including of chats that were not answered (Dropped) will be emailed to the email address specified on the chat window in the above step. [...]

Can you send automotive sales leads to my systems in ADF XML format?

Auto-Lead Data Format, also known as ADF XML, is a standard format used in the automotive industry to collect data associated with sales leads. LiveHelpNow can automatically send leads in ADF XML format from our Live Chat System to your customer relationship management (CRM) software. More information about ADF XML format: http://en.wikipedia.org/wiki/Auto-lead_Data_Format To have live chat [...]