How do I setup canned messages? Can my operators create their own?

Canned responses allow you to store commonly used messages like greetings, product/service descriptions, and short answers to frequently asked questions for repeated use when chatting with customers. Canned responses were relocated to Admin Panel > System setup > Canned responses and may now be organized by folders. Folders may be given access permissions so only certain departments may [...]

Why is my live chat button showing ‘online’ when I am offline?

Please check the following settings to resolve the issue: Sign into your Operator Panel, click [View operators] and make sure all operators are [...]

How do I change the automatic logout settings for my operators?

There are 2 different ways to change the auto logout settings for your operators: 1. Administrators can setup an ‘Offline Schedule’ to logout everyone at the same time every day. The Offline Schedule can be found in Admin panel -> Chat -> General settings. 2. Operators using the Alerter desktop module can change their individual auto-logout settings. The Alerter will log you [...]

I forgot my password. How can I retrieve it?

If you have forgotten your password please follow this link and an email will be sent to you with your password. https://www.livehelpnow.net/lhn/agent/passwordreminder.aspx If your email is not listed in the system (You do not receive a password reminder) please ask your administrator to lookup your password. This can be found in Admin panel -> System setup -> Operators (Select operator [...]

What happens when a visitor’s request to chat is not accepted? How long will they stay in the queue?

If your live chat system is online, visitors who click to chat are entered into a queue until an agent accepts the chat request. After a set period of inactivity between the agent and the visitor the chat session will “timeout.” At that point, the visitor will receive a prompt allowing them to either leave a message or continue waiting. We highly recommend keeping chat session timeout set to the [...]