SmarterTrack 9.x Help
This documentation is for a product that is no longer supported by SmarterTools.

Live Chat Links

Use this section to add live chat links to the company website. To view a list of live chat links, click the settings icon. Then expand System Settings and Live Chats and click Live Chat Links in the navigation pane. A list of live chat links will load in the content pane.

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 actions toolbar.
  • ID - The image identifier that is used in the live chat link script.
  • Title - The name of the live chat link.

The following options are available from the content pane toolbar:

    New - Allows you to create a new set of live chat link scripts.
    Edit - Allows you to edit an existing live chat script.
    Delete - Allows you to delete an existing live chat script.

Creating a New Live Chat Script

When creating a new live chat script, the following options are available from the content pane toolbar:

  • Save - Creates a live chat link.
  • Generate Script - Generates the script(s) that appear in the Live Chat Link Script section.
  • Cancel - Cancels without saving any changes.

In addition, the live chat link settings will load in the content pane and the following tabs will be available:

Options

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.
  • 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.
  • Enable for [Department Name] - If there are multiple departments created within SmarterTrack, it is possible to select which departments will be available for live chat when usign the live chat script.

Live Chat Online

Use this tab to edit the following settings:

  • Display As - Select how the live chat online notification will be displayed.
  • Image Link - The image to be displayed when live chat is available. (I.e., there are agents available to chat, it is within business hours, etc.)
  • Description - The text displayed when a customer's mouse pointer hovers over the live chat online image.
  • Anchor Title - The text available to search engine spiders that describes the live chat online link. Specifying the anchor title may improve SEO efforts.
  • Navigate URL - The website URL to which customers are directed if they click on the live chat online image.
  • 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.

Live Chat Offline

Use this tab to edit the following settings:

  • Display As - Select how the live chat offline notification will be displayed.
  • Image Link - The image to be displayed when live chat is unavailable.
  • Description - The text displayed when a customer's mouse pointer hovers over the live chat offline image.
  • Anchor Title - The text available to search engine spiders that describes the live chat offline link. Specifying the anchor title may improve SEO efforts.
  • Navigate URL - The website URL to which customers are directed if they click on the live chat offline image.
  • 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.
  • CSS Class - The cascading style sheet class used to format the image on the company website. This is an optional field.

Generating the Script

Once all of the tabs are filled out - options set, images in place and linked properly - it's time to actually generate your live chat scripts. To do so, click the Generate Script button in the content pane toolbar. You will be presented with the following options:

  • Host Header - In those instances where customers are utlizing multiple brands and have host headers set up 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.
  • Script Type - There are 2 script types, depending on how and when you want the live chat script to load. They are:
    • Normal Script - Select this option to generate a standard link script.
    • Deferred Script - Select this option to make your live chat links load after the rest of your website is loaded into a visitor's browser. Using a deffered script means that your entire website will still load even if your SmarterTrack portal is down. When using a normal script, the live chat links will load first, thereby potentially causing your website to fail to load if there are problems with your SmarterTrack portal.
  • Put in <HEAD> tag - This is the actual script that will be placed on your website, between the <HEAD> and </HEAD> tags. The code should be copied and pasted exactly as it appears.
  • Put in Place of Image - If you are not going to use an image for your online/offline status indicators, and are planning on using text only, copy and paste this script in the location where you want your live chat status to appear.