Once logged in as a User, click on Live Support in the navigation bar and the click on Chat Room
2) Am I notified of a visitor wanting to chat?
Yes! Once a visitor initiates a chat, you will hear a ringing sound
3) How do I answer an incoming chat?
You will hear a ringing sound on your end, and your visitors name will be flashing in the blue right-hand coloumn. To initiate the chat, simply click on the visitors name.
4) Can I transfer a chat to another operator?
Yes! By simply clicking on the "Select Operator" button and choosing the operator from the dropdown list and then clicking "Transfer Chat". Once the new operator has accepted the chat, you are welcome to either stay in the chat or close the chat.
5) What happens if my chat gets disconnected?
Unfortunately your visitor would need to come back to the live chat. As you will have their email address (if populated by the visitor) you can pop them a quick email to request them to come back to you.
6) How do I add Live Chat to my website?
Start by signing up for a free 30 day trial! We offer a free, no obligation 30 day trial that allows you to test with 1 operator.
7) What software do I need?
There is no software to download and operators support customers via their web browser.
8) What is the refund policy?
You can cancel your account at any time without any additional costs. However, credit from already processed payments will be lost and will not be refunded
9) What kind of reporting is offered?
Managers can pull reports that show the total time spent on chats by operator, access the transcripts of past chats, and study statistics to enhance overall performance.
10) Can operators handle more than one chat at a time?
Absolutely! Operators can handle multiple chats at the same time, thereby being far more cost effective than if they did so via the phone.
11) What happens after office hours?
When your agents go offline, your Live Chat icon switches to Offline. This means that your visitors can leave messages via ticket form (email) and contact you even after your office hours.