Manual

4. Chat Operators

Chat Operators panel

Figure 4.1 Chat Operators panel.

Here you can add new or edit existing Chat Operator accounts. Number of active Chat Operator accounts will determine amount of your monthly service fees.

Add Operator

Add Chat Operator window

Figure 4.2 Add Chat Operator window.

To add a new Chat Operator account:

  1. Click Add button located in top right corner of Chat Operators panel.
  2. Fill in a form in Add operator window.

If you omit password and confirm password fields, a random password will be automatically generated.

You can assign one of two roles to a new operator:

  • Administrator - this operator will be able to fully manage all aspects of your Control Panel.
  • Normal - this operator will not be able to:
    • add new user account
    • view other operator's chat sessions
    • view invoices
    • manage save credit cards

Edit Chat Operator

Chat Operator edit window

Figure 4.3 Chat Operator edit window.

To edit an existing Chat Operator account click on the gear icon gear.png next to the corresponding name in Chat Operators panel and select Edit profile from context menu - see Figure 4.4 below. This will open a window with a form, where you can update account details.

Also in this window you will find "SIP Info" details which are required to configure a third party Chat application.

Delete operator

Delete chat operator

Figure 4.4 Delete chat operator

To delete Chat Operator account click on the gear icon gear.png next to the corresponding name in Chat Operators panel and select Delete from the context menu - see Figure 4.4 above.

Canned responses

Canned responses

Figure 4.5 Canned responses

Canned responses can be stored, so instead of typing the same answer repeatedly or pasting from some other resource, the operator can insert a canned response triggered by a Short-cut Command. To save your canned responses please follow instructions below:

  1. Click Add canned response button.
  2. Edit your canned response. The following variables can be used:
    • %VISITOR% - replaced with Visitor's name
    • %OPERATOR% - replace with Operator's name
  3. To send a canned response to your visitor type Short-cut command and press Enter key - see (3) in the figure 4.5 above.

Departments

Departments

Figure 4.6 Departments.

Here you can assign Operators to Departments which can be selected by your Visitors via "Choose Department" drop down list on your "Welcome Screen". To add a new department:

  1. Type a name of the department.
  2. Drag and drop operators from the panel on the left.
  3. Click Add department button.

Off-line messages

Offline messages window

Figure 4.7 Offline messages window

Here you can define which operators should receive Off-line messages via email. To define your off-line messages rules:

  1. Click on the gear icon gear.png located in top right corner of "Chat Operators" panel and select "Off-line messages" from the menu.
  2. Drag and drop (1) operators you want to receive off-line messages - see figure 4.7.
  3. Click "Update" button (2).

From now on all off-line messages will be sent via email to selected Chat Operator(s).

URL routing

URL routing menu

Figure 4.8 URL routing menu

By default chat request from all your websites where Live Chat button is embedded will be routed to all available Chat Operators. In some cases you may want to direct chat requests from a specific website (or a web page) to a particular Operator (or group of Operators). To define your "URL routing" rules click on the gear icon gear.png located in top right corner of "Chat Operators" panel, and select "URL routing" from the menu. See (1) in figure 4.4 above.

URL routing window

Figure 4.9 URL routing window

To define your URL routing rules:

  1. Enter your website address into field (1).
  2. Drag and drop (2) operators you want to assign to this website.
  3. Click "Add routing" button (3).
  4. Tick 'Enable URL routing` checkbox.

From now on all requests from website specified in your routing rule will be directed only to selected Chat Operator(s).

Note: it is not possible to use Department routing and URL routing at the same time.

Chat between Operators

Chat between Operators

Figure 4.10 Chat between Operators.

To start a chat with different Operator please follow instructions below.

When using standalone Chat Operator application:

  1. Switch to Contacts tab.
  2. Select Operator from the list and click on Chat icon.

When using web browser based Chat Operator application:

  1. Click on the gear icon gear.png next to the corresponding name in Chat Operators panel.
  2. select Start Chat from the context menu.

Chat transfer

Chat transfer

Figure 4.11 Chat transfer.

To transfer active chat session to a different Operator please follow instructions below:

  1. Type the following command into your Chat Operator application: /t OperatorName where OperatorName is a name of the operator your want to transfer to.
  2. Transferee is notified about incoming chat transfer request and can accept it by typing to following command into Chat Operator application /a
  3. Chat sessions is transferred to a new Operator.