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

Live Chat Settings

To access this section, click the settings icon. Then expand System Settings and Live Chats and click Live Chat Settings 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:

  • Live Chat Requires - To specify which role is required to use live chat, select it from the list. By default, this option is set to all users.
  • Hand Off If 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.
    • Enable - Check this box to automatically reassign live chat that do not receive an agent response.
  • Hand Off If 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.
    • Enable - Check this box to automatically reassign live chats to another agent if the original agent has not performed an action on the live chat.
  • Hand Off If Interface Closed - 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. By default, this option is set to two minutes.
    • Enable - Check this box to automatically reassign live chats to another agent if the original agent is away (or has closed the management interface).
  • Distribute chats via Round Robin - Checking this box will specify whether SmarterTrack assigns chats to agents within this group automatically. For more information on the different methods, see Ticket Distribution Methods.
  • Enable agent name/alias on invitations - Check this box to display the agent's alias on live chat invitations. By default, this option is disabled.
  • Enable files to be sent by users during live chat - Check this box to allow users to send files to agents via live chat. By default, this option is disabled.
  • Display user comment on live chat - Agents can make comments about an particluar account or user that carry over to new chats coming in from that user. For example, if a customer is on a particular server or requires special assistance, agents can note this in user comments so that anyone who takes a live chat from that customer sees the comment and can act accordingly.
  • Disable live chat 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 live chat hours on the Business Hours page in the Setup folder in System Settings.
  • Show live chat number at the beginning of a live chat - Check this box to automatically display the live chat ID number at the beginning of each live chat session.
  • Department Selection Text - The text that displays in the live chat submission form instructing customers to select the department they want to interact with.

Service Quality

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 After - The number of seconds an agent has not responded to a live chat message. After this threshold has been reached, the agent will receive a warning notification.
  • Idle Warning Sound - To specify the how often a sound warns agents that they have an unanswered live chat, select the appropriate time interval from the list.
  • Idle Critical After - The number of seconds an agent has not responded to a live chat message before the chat becomes critical. After this threshold has been reached, the agent will receive a critical notification.
  • Idle Critical Sound - To specify the how often a sound notifies agents that an unanswered chat has reached the critical idle threshold, select the appropriate time interval from the list.
  • Duration Warning After - The number of seconds a chat lasts before its duration sets off a warning.
  • Duration Critical After - The number of seconds a chat lasts before its duration sets off a critical alert.

Translations

SmarterTrack can automatically translate live chats via Microsoft Translator or Google Translate. Because both Microsoft and Google charge a fee for their translation service, SmarterTrack will track how many characters and requests your server has attempted to translate to aid you in managing your translation subscription costs.

Use this tab to edit the following translation settings:

  • Auto Translation Method - Select which translation service to use from the list. By default, the auto-translation method is set to none.
  • API Key - For Google Translate only. The API key provided by Google. For more information on obtaining this key, see How To Automatically Translate Live Chats.
  • Client ID - For Microsoft Translator only. An identifier used to represent your SmarterTrack installation. You will create the Client ID when you register your SmarterTrack installation with the Microsoft Azure Marketplace.
  • Client Secret - For Microsoft Translator only. A security key that allows Microsoft Translate to interact with your SmarterTrack installation. For more information on obtaining this key, see How To Automatically Translate Live Chats.