SmarterTrack 12.x Help

Live Chat

SmarterTrack's live chat feature gives businesses the ability to reduce phone calls, improve customer support and assist more customers concurrently. Administrators will use this section to adjust the general live chat settings for the installation, including quality control settings, notification settings, department permissions and settings, and live chat link integration.

To access this section, click the Settings icon. Then expand the Configuration folder and click Live Chat in the navigation pane. The live chat settings will load in the content pane and the following tabs will be available:

Options

Use this tab to edit the following settings:

  • Hand-off - no initial response - When a live chat comes in, but an agent doesn't respond for this amount of time, the chat will either be handed off to another agent (if Round Robin distribution is enabled) or the chat will go back to the queue.
  • Hand-off - no follow-up response - If, in the middle of a chat, the agent doesn't reply to the end user within this amount of time, the chat is handed off to another agent (if Round Robin distribution is enabled) or the chat will go back to the queue. Note: An agent is considered to be inactive in a live chat if the agent has not transferred the live chat to another agent, typed in the live chat text box, or does not have the last response in the chat.
  • Hand-off - agent disconnected - If, in the middle of a chat, the agent closes the chat window, the chat is handed off to another agent (if Round Robin distribution is enabled) or the chat will go back to the queue.
  • Disallow new chats outside of business hours - Check this box to turn off the live chat feature outside of the business hours that were set up for the department. By default, this option is disabled. Note: Administrators will need to define the business hours for the brand or department.
  • Distribute chats via Round Robin - Checking this box will specify whether SmarterTrack assigns chats to agents within a group automatically. For more information on the different methods, see Live Chat Distribution Methods.
  • Allow end users to send attachments - Check this box to allow users to send files (screenshots, documents, etc.) to agents via live chat. By default, this option is disabled.
  • Enable employee instant messaging - Checking this box will allow employees to view and use the instant messenger within the Live Chat section of the management interface. By default, this setting is enabled. For more information on chat rooms, see Instant Messenger Overview.
  • Enable employee chat rooms - Checking this box will allow employees to view and use chat rooms within the Live Chat section of the management interface. By default, this setting is enabled. For more information on chat rooms, see Chat Rooms.
  • Warn agents if they are the last to go inactive for chat - Checking this box will display a confirmation box to the last agent to log out of a department or group letting them know, and having them acknowledge, that they are the last agent to log out.

Notifications

Use this tab to specify the following settings:

  • In queue sound - To specify the how often a sound notifies agents that live chats are in the queue, select the appropriate time interval from the list.
  • Idle sound - To specify the how often a sound notifies agents that they have an unanswered live chat, select the appropriate time interval from the list.
  • Idle warning sound - How often a sound warns agents that they have a live chat that has not been responded to. The threshold for when the warning sound begins is determined by the ‘after’ field.
  • Idle critical sound - How often a sound notifies agents that a chat has not been responded to and has reached the critical idle threshold. The critical idle threshold is determined by the ‘after’ field.
  • Duration warning - The number of seconds or minutes a chat lasts before its duration sets off a warning.
  • Duration critical - The number of seconds or minutes a chat lasts before its duration sets off a critical alert.

Live Chat Links

Use this tab to create live chat links that can be used on the customer portal or added to a company website. These links and/or images can be used to spawn SmarterTrack live chats wherever the links and/or images are placed.

In general, the following columns are available:

  • Checkbox - Use these boxes to select multiple links. Custom links must be selected before choosing an action from the content pane toolbar.
  • Title - The name of the live chat link.
  • Type - The type of live chat link: an Embedded link, displayed as an image or horizontal tab (with custom text), that opens a chat window directly within the site or a Button link, displayed as an image or plain text, that opens its own chat window when clicked.
  • Refresh Rate - Indicator of the number of seconds after which the script checks the SmarterTrack server to make sure SmarterTrack is responding and live chat is available.

To create a new live chat link, click Add in the content pane toolbar. To edit an existing live chat link, simply double-click the link. The settings will load in a modal window and the following tabs will be available:

Options tab

Use this tab to edit the following settings:

  • Title - The name used to identify the live chat link you're generating. These can signify the brand you're creating the links for, the website the links will go on, or any other naming convention you choose.
  • Type - This setting determines the type of live chat link that will be used: an Embedded link, displayed as an image or horizontal tab (with custom text), that opens a chat window directly within the site or a Button link, displayed as an image or plain text, that opens its own chat window when clicked. An embedded live chat link is displayed in any corner of a website, where it lies directly on top of the website’s user interface. When a visitor clicks on the live chat link, the chat window will display above or below the link. (A square popout button allows the embedded chat window to be popped out into an external window, if the visitor desires.) When an embedded live chat has begun, a visitor can continue communicating while browsing the site, as the chat window will persist across all pages. In addition, if the brand’s portal and company website share the same live chat link, the chat can continue while the visitor navigates to the company’s support portal. A button live chat link can be placed anywhere on a website where the applicable HTML code can be added. In addition, it can have its own CSS class applied. When clicked on by a visitor, a chat window will open in an external window.
  • Refresh Rate - The number of seconds after which the script checks the SmarterTrack server to make sure SmarterTrack is responding and live chat is available. By default, the refresh rate is 30 seconds.
  • Position - Determines where the live chat link will be displayed on the website: Bottom Right, Bottom Left, Top Right or Top Left. Note: This setting is only visible when the Embedded live chat type has been selected.
  • Background Color - The color in which the live chat window will be displayed. Note: The text color will automatically adjust to be visible based on the color chosen for the background.
  • Style - SmarterTrack includes standard live chat styles for determining how chat conversations are displayed. Select one of the styles by previewing it in the preview window to the right of the live chat settings.
  • Departments to Include - If there are multiple departments created within SmarterTrack, it is possible to select which department(s) will be available for live chat when using the live chat script.

Live Chat Online tab

Use this tab to edit the following settings:

  • Display As - Select how the live chat link will be displayed when live chat is online. The options available here are determined by the Type of live chat chosen on the Options tab. Live chat links can be displayed as an Image or Tab for embedded-type chats or as an Image or Plain Text for button-type chats. In addition, varying settings will display based on the selection made here.
  • Text - The hyperlink text displayed for the live chat link. Note: This setting is only visible when Plain Text is chosen as the display for button-type chats.
  • Anchor Title - The text displayed when a visitor’s mouse pointer hovers over the live chat online link. This text is also available to search engine spiders that describes the live chat online link. Specifying the anchor title may improve SEO efforts.
  • Chat Introduction - The chat introduction is text that will be displayed above the live chat image or link for new visitor sessions to invite visitors to participate in a live chat. Note: This setting is only visible for embedded-type live chat links.
  • Navigate URL - The website URL to which customers are directed if they click on the live chat online image. Note: This setting is only available for button-type live chat links.
  • Navigate Target - The HTML code that specifies whether the URL opens in a new window or the current window. For example, _blank will indicate that the URL should open in a new window. This is an optional field and if left blank will open the URL in a new window by default. Note: This setting is only available for button-type live chat links.
  • CSS Class - The cascading style sheet class used to format the image on the company website, if there is one available. This is an optional field. Note: This setting is only available for button-type live chat links.
  • Image - The image displayed when live chat is online. Administrators can link to an image hosted publically, upload their own image or choose from a variety of pre-made options.

Live Chat Offline tab

Use this tab to edit the following settings:

  • Display As - Select how the live chat link will be displayed when live chat is offline (i.e., all agents are logged out or unavailable, it is outside of business hours, etc.). The options available here are determined by the Type of live chat chosen on the Options tab. Live chat links can be displayed as an Image or Tab for embedded-type chats or as an Image or Plain Text for button-type chats. Administrators can also choose Hidden to not show a live chat link when live chat is not available. Varying settings will displayed based on the selection made here.
  • Header Text - The text displayed on the horizontal tab. Note: This setting is only visible when Tab is chosen as the display for embedded-type chats.
  • Text - The hyperlink text displayed for the live chat link. Note: This setting is only visible when Plain Text is chosen as the display for button-type chats.
  • Anchor Title - The text displayed when a visitor’s mouse pointer hovers over the live chat offline link. The text displayed when a visitor’s mouse pointer hovers over the live chat online link. This text is also available to search engine spiders that describes the live chat online link. Specifying the anchor title may improve SEO efforts.
  • Tab Color - The color in which the horizontal tab will displayed. The Header Text color will automatically adjust to be visible based on the tab color chosen. Note: This setting is only visible when Tab has been chosen as the display for embedded-type chats.
  • Chat Introduction - The chat introduction is text that will be displayed above the live chat image or link for new visitor sessions to invite visitors to submit a ticket or leave a message. Note: This setting is only visible for embedded-type live chat links.
  • Navigate URL - The website URL to which customers are directed if they click on the live chat offline image. Note: This setting is only available for button-type live chat links.
  • Navigate Target - The HTML code that specifies whether the URL opens in a new window or the current window. For example, _blank will indicate that the URL should open in a new window. This is an optional field and if left blank will open the URL in a new window by default. Note: This setting is only available for button-type live chat links.
  • CSS Class - The cascading style sheet class used to format the image on the company website. This is an optional field. Note: This setting is only available for button-type live chat links.
  • Image - The image displayed when live chat is offline (i.e., all agents are logged out or unavailable, it is outside of business hours, etc.). Administrators can link to an image hosted publically, upload their own image or choose from a variety of pre-made options.

Departments

Use this tab to adjust the live chat permissions and settings per department. Each department configured will be displayed on its own row. Select a department and click Edit in the content pane toolbar to open the department’s live chat settings in a modal window. The following tabs will be available:

Options

  • New Chats in Portal - The role required to submit a ticket via the portal. For more information, see Roles.
  • Custom Field Template - The custom field template used to submit live chats. The live chat template specifies which fields the user should complete when submitting a live chat. For more information, see Custom Fields.
  • Survey to Offer After Chat - To automatically offer a survey to customers after a live chat, select the appropriate survey from the list. For more information, see Surveys. Surveys are displayed immediately after a chat ends.
  • Estimated Wait Time - The estimated number of seconds that a customer may need to wait to live chat with an agent. By default, the estimated wait time is set to 30 seconds.
  • Search Knowledge Base before starting a new chat - Checking this means that when customers initiate live chats to a department via the Web portal, prior to the chat actually being submitted, the end user will be presented with a screen listing possible KB articles that are relevant to their questions. By default, this setting is enabled.
  • Search Knowledge Base before starting a new ticket - Checking this means that when customers submit tickets via a live chat link when live chat is not available, prior to the ticket actually being submitted, the end user will be presented with a screen listing possible KB articles that are relevant to their questions. By default, this setting is enabled.

Custom Messages

Use this tab to create custom messages to be displayed within the live chat window:

  • Not Available Message - The title text displayed on the live chat window when live chat is offline, indicating that live chat is not available.
  • Before Live Chat - The title text displayed on the live chat window before a live chat has been started.
  • Waiting for Live Chat - A message notifying customers of their estimated wait time to chat with an agent.
  • Agent Welcome in Live Chat - The text that is displayed as the initial message from the agent to the end user. The welcome message appears after the user's initial live chat question.
  • After Live Chat - The text that is displayed after a live chat has ended.
  • Chat Invite Message - The text automatically inserted in the live chat invitation window when visitors are invited to live chat via Who’s On.

Website Integration

Use this tab to get the live chat link script needed to integrate SmarterTrack’s live chat with your company website.

  • Live Chat Link - Use this dropdown menu to choose from the list of configured live chat links. The live chat link script will change based on which link is chosen.
  • Host Header - In those instances where customers are utilizing multiple brands and have host headers setup for each, a unique live chat script can be generated for each brand that is set up. Leaving this as the default means that the script will be generated for the SmarterTrack Base URL.
  • Control ID - This is a unique identifier for the live chat link script that is used at the location where the live chat link/image will appear on the page.
  • Support HTTPS - Select this option to allow SmarterTrack to make connections over HTTPS when visitors initiate live chats.
  • Put the following right before the page's ending </body> tag: - This is the actual script that will be placed on your website, between the main <BODY> HTML tags. The BODY end tag will generally be at the very bottom of the Web page's source. The code should be copied and pasted exactly as it appears, and it should be placed at the very bottom or your Web page so that the script is the LAST thing called when your website renders. This will prevent any potential issues with SmarterTrack prohibiting your website from loading when customers visit.
  • Put the following on your page where you want your chat link to appear - When using a button-type live chat link, copy and paste this script in the location where you want your live chat status to appear. For embedded-type live chat links, it’s recommended to put this HTML in the website’s footer, if possible, as embedded-type chat link’s positioning is determined by its live chat setting.