websitechat.net - live support - manual

8/14/2019 WebsiteChat.net - Live Support - Manual

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WebsiteChat.net

Manual

Version: 0.228

Date: 19/01/10 10:49:34


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Table of Contents1. Introduction 3

General 3

Requirements 3

Intended Audience 3

Conventions 3

Key concepts 4

Chat Button 4

Chat Operator application 4

Control Panel 4

2. Quick Start 5

Login 5

User Interface overview 5

Install Chat Operator application 6

Obtain HTML code for your Live Chat button 6

Paste HTML code into your web page 7

Test Live Chat session 7

3. My Account 8

Profile 8

Invoices 9

Saved Credit Cards 9

Chat Buttons 9

Standard Buttons 10

Custom Buttons 10

4. Chat Operators 11

Add Operator 11

Edit Chat Operator 12

Delete operator 12

Chats routing 12

Off-line messages 13

5. Chats History 14

View chat transcript 14

View visitor location 14

View visitor IP address details 14

Visit referral page 14

6. Chat Operator software 15

Download 15

Install 15

Windows 15

Ubuntu Linux 16

Idle status 17

Other IM Networks 17Third party chat applications 19

Pidgin 19

X-Lite 20

7. Getting Help 21

Submit ticket 21

View your tickets 21

Reply to ticket 22


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1. Introduction

General

WebsiteChat.net is a complete live chat solution. It allows your website visitors to chat with your support or sales representatives in a realtime and have their questions answered instantly. Live chat helps to reduce your operating costs and increase sales and customer

satisfaction.

Requirements

The visitor chat window and your control panel are browser-based. The following are recommended:

Internet Explorer 6+

Mozilla Firefox 1.5+

Opera 9+

Safari 3+

Web control panel is optimized for a screen resolution of minimum 1024 x 786 pixels.

Chat Operator application requires one of the following operating systems:

Microsoft Windows XP

Microsoft Windows Vista

Microsoft Windows 7

Linux

We are currently working on Apple Mac version of Chat Operator application. It will be released in the first quarter of 2010.

Intended Audience

This guide is intended for personnel involved in operating live chat platform. Readers of this guide should possess the following

recommended knowledge and skill sets:

Basic computer skills

Familiarity with HTML code syntax

Conventions

In this manual, you will find a number of styles of text that distinguish between different kinds of information. Here are some examples of

these styles, and an explanation of their meaning.

style meaning

www.example.com/login Text you need to type into a program.

email field(1) Field shown in a figure. For example:


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Key concepts

Chat Button

A piece of HTML code to present a chat button image on your website. It will be generated automatically for you. All you need to do is copy

and paste it into your web pages. Once clicked by your website visitor, it will open a chat window and allow for a live conversation with oneof your chat operators.

Chat Operator application

A stand alone application which needs to be installed on chat operator PCs. It will automatically notify via a pop up window about every

chat request from your website. It allows for real time communication between your websites visitors and your company support or sales

team.

Control Panel

This is a web based application which allows to create new chat operator accounts, customize your chat buttons and obtain records of allyour chat sessions.


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2. Quick Start

Login

Figure 2.1 Login form.

To login into the control panel navigate your web browser to http://websitechat.net/loginand enter your email address into field

(1) and password into filed (2). Optionally you can select "Remember me on this computer" checkbox (3) to have your email address

saved. Finally click Login button (4).

User Interface overview

Figure 2.2 Control Panel.

1. My Account panel - here you can edit your company profile, view and print invoices, save credit card details and obtain HTML code for

your chat buttons.

2. Chat Operators panel - here you can add or edit chat operator accounts.

3. Chats grid - here you can view history of all chat sessions.

4. Help panel - this panel gives you access to context sensitive help. Also here you can submit tickets to our support team.

5. Footer section - here you will find various links, including the one do download Chat Operator application.6. Logout button - every time you want to close your session in control panel click this button.


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Install Chat Operator application

This application needs to be installed on every PC you want to use for receiving chat requests from your website visitors. To install Chat

Operator application follow steps below:

1. Click Download Chat Operator application link in the bottom part of your control panel. See footer section (5) in figure 2.2.

2. Select your operating system.

Figure 2.3 Chat Operator application download window.

1. Save and install Chat Operator application on your PC. See chapter "Chat Operator application" for detailed instructions.

2. Start Chat Operator application, log in with your email address and password. Make sure there is a green dot in your task bar,

indicating Chat Operator application is working correctly.

Obtain HTML code for your Live Chat button

Figure 2.4 Chat buttons window.

1. Click link in My Account panel. See panel (1) in figure 2.2.

2. In Chat Buttons window you can select one of our ready made buttons, or upload your own button using Custom buttons (2) tab. See

chapter "Custom buttons" for detailed instructions how to upload your custom graphics.

3. Once you decided which button suits your websites design, select and copy it's HTML code (1) into a clipboard.


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Paste HTML code into your web page

Figure 2.5 Text editor with HTML code.

1. Open HTML code of your web page in a text editor.

2. Paste Live Chat button code (1) into your web page.

Test Live Chat session

Figure 2.6 Live chat session.

1. Click Live Chat button (1) on your website.

2. Enter your name and email address into a start form (2) and click Start Chat button (3).

3. Chat Operator application will indicate (4) a new chat request on the operator PC.4. You can start conversation by typing messages into a chat window (5).


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3. My Account

Figure 3.1 My Account panel.

Here you can manage settings related to your account.

Profile

Figure 3.2 Company profile window.

To change your account address details, click link in My Account panel (see figure 4.1). Please make sure both your addressdetails, prefered currency and VAT number (if applicable) are correct, as this will be used to prepare your invoices. Depending on your

location and if VAT number is entered, the following VAT tax rules apply:

17.5% VAT applies to all UK customers

EU Business with a VAT Number will not be charged VAT

EU Individuals/business without VAT number - 17.5% VAT applies

Customers outside EU, no VAT applies

Here you can also change your time zone, which will affect how dates and times are displayed in the Control Panel.


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Invoices

Figure 3.3 Company profile window.

To view or print your invoices, click link in My Account panel (see figure 3.1). To obtain a printable PDF invoice, click Invoice link

(1) in Orders & Invoices window.

Saved Credit Cards

Figure 3.4 Saved Credit Cards window.

In order to pay for monthly subscription fees, you need to save details of at least one credit card, before your first invoice is due. To save

credit card details, click link in My Account panel, fill all fields in the form (2) and click Save button (3). If you no longer

wish to use particular credit card for your payments, use delete button (4) to remove it from the system.

Chat Buttons

To open Chat Buttons window where you can find HTML code for standard and custom buttons, click link in My Account

panel.


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Standard Buttons

Figure 3.5 Standard chat buttons.

Standard chat buttons are provided as a convenient way of adding Live Chat functionality to your website. To use one of our standard

buttons:

1. Click HTML code corresponding to your selected button in order to highlight it.

2. Right click on highlighted HTML code (1) and select Copy from context menu (or press Ctrl+C key).

3. Open your web page, where you want to add Live chat button, right click and select Paste (or press Ctrl+V key).

Custom Buttons

Figure 3.6 Custom chat buttons.

Our standard buttons may not always fit into the design of your website. Therefore we provide a way to upload your own graphic files (in

GIF format) which can be used as Live Chat buttons on your web pages. In order to use this facility, you will need to prepare two GIF

images. One for "online" button, which will be displayed when at least one Chat Operator is available. Another one for "offline" button,

which will be displayed when there are no available Chat Operators. To upload your custom button:

1. Click Custom buttons tab (1).

2. Select online button file in field (2).

3. Select offline button file in field (3).

4. Click Add button (4). Your custom button HTML code will be generated instantly.


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4. Chat Operators

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

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


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Edit Chat Operator

Figure 4.3 Chat Operator edit window.

To edit an existing Chat Operator account click on the gear icon 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

Figure 4.4 Delete chat operator

To delete Chat Operator account click on the gear icon next to the corresponding name in Chat Operators panel and select Delete

from the context menu - see Figure 4.4 above.

Chats routing

Figure 4.5 Chats routing menu

By default chat request from all your websites where Live Chat button is embeded 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 "Chat routing" click on the gear icon located in top right corner of "Chat Operators" panel, and select "Chats routing" from the

menu. See (1) in figure 4.4 above.


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Figure 4.6 Chats routing window

To define your chat 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).

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

Off-line messages

Figure 4.7 Off-line 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 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).


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5. Chats History

Figure 5.1 Chats grid.

Here you can view history of all chat sessions. Chats History grid includes the following information:

1. Date and time when chat session was started.

2. Name of the visitor (as entered into chat start form - see (2) in figure 2.6).

3. Email of the visitor (as entered into chat start form - see (2) in figure 2.6).

4. Geographical location - Country and city.

5. IP address of the visitor.

6. Referrer page for this chat session. This is address of a web page, where your visitor clicked Live Chat button on your website.

7. Name of Chat Operator who answered this chat request.8. Duration of the chat session.

View chat transcript

To view chat transcript click icon in the Chats grid - see (1) in figure 5.1.

View visitor location

To view geographical location of your visitor on a map, click on the the link in Chats grid panel - see (2) figure 5.1. Users of the Internet

Explorer web browser will have to confirm security warning.

View visitor IP address details

To view detailed report about your visitor's IP address, click on the link in Chats grid panel - see (3) figure 5.1.

Visit referral page

To open referral page click on the link in Chats grid - see (3) figure 5.1.


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6. Chat Operator software

Chat Operator application allows for answering chat requests from your website visitors. It needs to be installed and running in the

background on every PC, which you want to use for answering live chats.

Download

Chat Operator application can be downloaded from:

Home page of our website

Download page of our website

In the Control Panel - by clicking "Download Chat operator application" link in the footer section - see (5) figure 2.2.

Install

Windows

To install Chat Operator application of Microsoft Windows follow steps below:

1. Locate and double click WebsiteChat-setup.exe icon to start set up program.

2. Follow set up wizard.

Figure 6.1 Chat Operator Application installation wizard.


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3. When Chat Operator application is installed and run for the first time, you will need acknowledge Windows Security Alert to allow access

to WebsiteChat.net network. See figure 5.1 below.

Figure 6.2 Windows Security Alert.

4. Now you can login with your email and password (the same you use for web Control Panel). Enter your email address into field (1) and

password into field (2). Click Connect button (3) and verify there is a green icon in your taskbar which indicates the application is

running correctly.

Figure 6.3 Chat Operator Application login screen.

Ubuntu Linux

In order to install WebsiteChat operator application on Ubuntu (version 8.04 and higher) please copy-and-paste command below into a

terminal:

echo deb http://repo.l7dev.co.cc/ubuntu/WebsiteChat binary/ | \

sudo tee /etc/apt/sources.list.d/websitechat.list

After doing this, open Synaptic Package Manager and then install the newly available websitechat package.

Future WebsiteChat updates will show up in Update Manager along with the usual Ubuntu updates.


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Idle status

By default Chat Operator application will switch to "idle" status after 2 minutes of inactivity. This will also result in Live Chat button showing

"off-line" on your website if there are no more active operators left. To modify idle time-out value:

Figure 6.4 Idle status time-out

1. Click Tools => Configuration...menu - see (1) figure 6.4 above.

2. Enter desired value of time-out into field (2)

3. Click Save button (3) in main configuration window.

Other IM Networks

To connect Chat Operator application to other Instant Messaging network (MSN, AIM, ICQ, Yahoo, GoogleTalk or Jabber) follow steps

below:


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Figure 6.5 Other Instant Messaging networks

1. Click Tools => Configuration...menu - see (1) figure 6.5 above.

2. Select Accounts tab (2), click Add button (3) and select your Instant Messaging network from the drop down list.

3. Enter your login details into fields (4) and (5) and click Save button (6).

4. Click Save button (7) in main configuration window.

After few seconds Chat Operator application will connect to your Instant Messaging network and list of your buddies will appear in the

contacts panel.


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Third party chat applications

Pidgin

In order to set up Pidgin with WebsiteChat, download installation package from http://www.pidgin.im and follow instruction below:

Figure 6.5 Pidgin account set up.

1. Open Manage Account(1) => Add... window.

2. Select SIMPLE protocol in drop down list (2).

3. Enter your SIP username as shown in SIP Info panel - see Figure 4.3.

4. Enter SIP domain into field (4).

5. Enter your SIP password into field (5).

6. Tick Remember password check box (6).

7. Enter your name into field (7).

8. Switch to Advanced tab, and make sure Publish status check box (8) is ticked.

9. Enter 5060 into field (9).

10. Select Use UDP check box (10).

11. ClickOK button. Pidgin will now connect to our servers.


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X-Lite

In order to set up X-Lite with WebsiteChat, download installation package from http://www.counterpath.com/website and follow

instruction below:

Figure 6.6 X-Lite account set up.

1. Right click on X-Lite screen.

2. Select SIP Account Settings... option (2) from context menu.

3. Click Add... button (3) in SIP Accounts window.

4. Enter your name into field (4).

5. Enter your SIP Username from SIP Info panel - see Figure 4.3 - into field (5).

6. Enter your SIP Password into field (6).

7. Enter your SIP Username into field (7).

8. Enter SIP domain into field (8).

9. Switch to Presence tab (9).

10. Select Presence Agent from drop down list (10).

11. ClickOK button and X-Lite will connect to our servers.


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7. Getting Help

Figure 7.1 Help panel.

Submit ticket

Figure 7.2 Submit support ticket window.

To submit a ticket click "Submit ticket" button located in Help panel - see figure 7.1. Next select your ticket type, from the drop down list

(1) and enter details of your problem into text area (2). Finally click Submit button (3).

View your tickets

Figure 7.3 Your tickets window.

To view your tickets click gear icon located in top right corner of Help panel. Next select from the context menu. To view

history of all messages, click ticket ID link (1).


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Reply to ticket

Figure 7.4 Ticket reply window.

To post a new message click Reply link - see (2) in figure 7.3. Next enter content of your reply into text area (1) and click Reply button

(1). Once you are satisfied with the solution provided by support team, you can close your ticket by clicking Close link - see (3) in figure

7.3.

websitechat.net - live support - manual

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