AWEBDESK LIVE CHAT SOFTWARE

Transcription

1 AWEBDESK LIVE CHAT SOFTWARE Version AwebDesk Softwares Administrator Guide Edition 1.0 November 2012 Page 1

2 TABLE OF CONTENTS Introduction Sign In as Admin...4 Admin Dashboard Overview. 5 Create Department....6 Create Operator...7 Assign Operators to Departments Upload Logo..9 Customize Chat icons...10 HTML Code..11 Automatic Initiate Chat 12 GeoIP and GeoMap Settings. 13 Setting Up Social Media Marketing.14 Chat Footer Marquee 15 Click Tracking.16 View Chat Transcripts...17 Operators online Activity..19 Online Status Monitor.20 Reports.21 Settings Excluded IPs...23 Manage Spam IPs...24 Page 2

3 Introduction AwebDesk Live Chat Software allows operators to interactively chat to web site visitors that are currently browsing your web site. It enables AwebDesk Live Chat Software operators to communicate with currently browsing site visitors via chat window. With a single click, your website visitors will be redirected to your support team for live assistance with this amazing live-chat system. AwebDesk Live Chat Software provides an added advantage that your website visitors will get the chance to interact with you in the way they prefer. Your visitors and agents will have the same interface to the web page in real time hence a visitor can ask contextual question, at the same time your agent can respond to the exact point. Both the visitor and agent have the access to multitask while chatting, in order to get efficient performance which is today s most vital workplace demands. New version is power packed with awesome features including widgetized window, social tool bar, powerful reporting and real time reliable statistics, Desktop notifications, SMS Alert, GEOIP integrated, Typing Status Alert and many more. Providing live support to customer was never to easy and quick. Provide live support to multiple customers same time, Reduce Customer Support and Sales Costs and Drift Your Business Sales Dramatically. Page 3

4 Sign-In Administration Fig 1: Login Screen Admin Panel Once the AwebDesk Live Chat Software Installation has been completed, you will be able to sign-in to admin panel and configure your live chat software and begin chatting with your site visitors. In order for you to begin supporting visitors on your web site we will explain several of the administration features within AwebDesk Live Chat Software. Open into browser then provide username and password and click on Login as Admin. Page 4

5 Admin Dashboard Overview Fig 2: Admin Dashboard After login as admin you will be redirected to Admin Dashboard where you will see all the available features of Awebdesk Live Chat Software. You can view Current Month Chats Report and overview, get details of total chat requests, offline s, chats accepted, chats initiated, initiates taken. You can view footprints/chat Statistics in graphical representation. Just below this you will see steps to start setup your live chat software as shown below: Fig 3: Steps to get started Page 5

6 Create Department Fig 4: Create Departments Add new department according to your preference with providing department name, department Id. You can also set specific language for this department so that every agent and visitor choose to chat with this department will have interaction with specified language. You can set here the personalized Offline message for each department you created, edit transcript message, update visitor and support department chat transcript settings, Add/Edit Canned messages and more. Page 6

7 Create Operator Fig 5: Create Operator Here you can create new live chat operator/agent who can interact with your website visitors and accept chat requests from them. Just provide the operator name, id, login credentials and set access level for operator then click on submit. Page 7

8 Assign Operators to Departments Fig 6: Assign Operators to department/s Here you can assign your newly created operator to any particular department or to multiple departments. When an online visitor requests chat with any specific department (eg. Support) then the operator you assigned under that department only can respond to that chat request. You can set global operator who can chat with having privileges to all departments just by assigning it to multiple/all departments. Page 8

9 Upload Logo Fig 7: Upload Logo Go to Top navigation Bar>Settings>Upload Logo. Now upload your company logo here and do your branding in live chat software. This logo will be visible in admin/operator panel and live chat windows. Page 9

10 Customize Chat Icons Fig 8: Customize Chat Icons Click on Chat Icons on the left side Menu. Now upload the online and offline status images (icons) that you want to show on your website. There is option to set department specific icons and global default icons. You can set online/offline icons according to your preferences. Page 10

11 HTML Code Copy/Paste the HTML Code onto your webpages to display the online/offline chat icon. It is recommended that you place the HTML Code on all of your webpages. Fig 8: HTML Code HTML Code can be generated to display all departments or just one. "All Departments" HTML Code will allow the visitor to select a department on the visitor chat window. For the department only HTML Code, the department selection is not available because the visitor is automatically routed to one department. You have option to paste Standard Html code or Text only code or plain html with no JavaScript code, just choose according to your preference and paste into every webpage so that it will work onto your whole website. Page 11

12 Automatic Initiate Chat Fig 9: Automatic Initiate Chat Through this feature you can put an automatic chat initiate icon on webpage on which your visitor is available. You have options to set time interval after which the initiate icon appears on the page where visitor is available. There are some more advanced settings which you can set according to your preferences. Page 12

13 GeoIP and GeoMap Settings Fig 10: GeoIP &GeoMap Settings Go to Top Navigation Bar>Extras>GeoIP &GeoMap. Now simply follow the steps prescribed here and activate GeoIP & GeoMap feature, through which you can locate the visitor in Map and also get correct IP with more details. Note: GeoIP &GeoMap is already integrated for hosted editions Page 13

14 Setting Up Social Media Marketing Fig 11: Setting up Social Media Marketing We integrated the new social media marketing features in Awebdesk Live Chat Software V The social media icons will be visible on the visitor chat window. Each department can have its own social media profile links. You just need to enable the social media and provide links of Facebook, Twitter, Google Plus, Skype, and so on respectively, after doing that click on Update Page 14

15 Look how your social media icons will be available in visitor chat window below: Chat Footer Marquee Fig 12: Social Media Icons in Visitor Chat Window. Fig 13: Activating Chat Footer Marquee Page 15

16 You can display your latest offers and discount coupons and more such announcements on the visitor chat window footer. The messages will cycle every 10 seconds. Short and impressive messages are always preferred. Click Tracking Click Tracking will track URL click-through rates. Simply append the auto generated query key to the marketing campaign URL. Marketing campaign URL is the URL that the visitors will arrive at after clicking on the ad campaign. The landing page must have the status icon HTML code to capture the query key for tracking. Fig 14: Create Click Tracking Page 16

17 View Chat Transcripts Previous site visitors chat transcripts can be viewed from the Transcript option on the Left Side Menu. An operator can simply click on Transcript and then chat transcripts list are then loaded and displayed. Fig 15: Chat transcripts List Page 17

18 You can view detailed chat transcript by clicking on View Transcript Icon beside any chat detail. Fig 16: Detailed Chat Transcript Page 18

19 Operators online Activity Fig 17: Operator Online Activity Here you can check overall online presence of your each operator. Check at what time your operator being online and know there efficiency. Page 19

20 Online Status Monitor Fig 18: Operator Online Status Monitor Go to Left Side Navigation Menu>Operators>Online Status Monitor then click on Launch Operator Status Widget Window. Monitor the operator's online/offline status and chat activity within a tiny widget window that updates automatically. The widget window can be left open on the desktop for quick access to online/offline status information and real-time chat sessions. Page 20

21 Reports Go to Top navigation Bar>Reports, you will get options to view reports on traffic, chats, active chat details and more. Fig 19: Footprints report Page 21

22 Fig 20: Refer Urls Report Fig 21: Chat Reports Page 22

23 Settings Excluded IPs To avoid misleading page views when developing a site, you can exclude an IP from being counted towards the overall footprint report. Excluded IPs will not be visible on the traffic monitor, thus initiate chat and other features will not be available for Excluded IPs. URL Footprints of excluded IPs will not be stored in the database and will not count towards the overall footprint report. Just go to Top Navigation Bar>Settings>Excluded IPs, from here you can save the IPs which should be added in exclusion list. Fig 22: Excluded IPs Page 23

24 Manage Spam IPs Spam IPs will always see an OFFLINE status icon and will not be able to reach an operator, even if an operator is online. Operators can specify a spam IP during a chat session or you can provide an IP address here. Just go to Top Navigation Bar>Settings>Spam IPs, add any IP address you want to show offline status icon. Fig 23: Spam IPs Page 24