AWEBDESK LIVE CHAT SOFTWARE

Transcription

1 AWEBDESK LIVE CHAT SOFTWARE Version AwebDesk Softwares Operator s Guide Edition 1.0 April P a g e

2 TABLE OF CONTENTS LOGIN TO OPERATOR AREA CHATTING TO SITE VISITORS.. 4 TRANSFERRING CHAT REQUESTS 6 OPERATOR-OPERATOR CHATS.7 MANAGING RESPONSES & COMMANDS.8 Canned Responses..8 Canned Commands 10 How To Use Canned Responses 11 How To Use Canned Commands..12 SITE VISITOR / CHAT TRANSCRIPT HISTORY..15 SET PREFERENCES.16 SPAM BLOCKING 17 MOBILE EDITION (OPERATOR END) INSTRUCTIONS P a g e

3 Login to Operator Area Fig 1: Operator Login Open into browser then provide username and password and click on Login as Operator. After login you will be redirected to Operator Dashboard. Fig 2: Operator Dashboard 3 P a g e

4 As an operator you can reply online visitors chat requests and also view chat transcripts, traffic statistics. You can make your chat more responsive and fast by using canned responses and canned commands. You will learn how to create and use canned messages later. Now we start with how to chat with your live visitors. Chatting to Site Visitors Click on Launch Chat window to open a live chat window (Refer Fig.2). When a site visitor requests support from your web site they will be added to your Pending list for your given department (Refer Fig.3). As such, all users in your department will see the pending site visitor. The following illustrates a site visitor 'guest' that is pending for live help: Fig 3: Pending Visitor for live help Simply click on ACCEPT to accept the incoming chat request. Once the visitor is accepted you will be able to open the chat request window and start chatting with your site visitor. If you are using the Live Support Chat Windows application the live help chat transcripts are available within separate windows. 4 P a g e

5 The AwebDesk live chat window is shown below: Fig 4: AwebDesk Live Chat Window From within the AwebDesk live chat windows you are able to type messages, send hyperlinks, auto responses etc. You can see the chat transcripts, footprints and more information about the current chat request people. 5 P a g e

6 Transferring Chat Requests Once you have accepted a chat request and the site visitor is shown within the 'Chatting Visitors' list you can transfer the visitor to a different live chat operator. This feature is useful if you do not have the correct resources and are unable to answer a visitor's questions. In such a situation, you could transfer the visitor to an operator that is able to answer the visitor s questions. If you feel you are unable to fulfill the request then you can transfer the chat to another operator quickly. Fig 5: Transfer Chat Just click on Transfer option from the toolbar and you will see all available operators. Now choose the chat to person whom you feel will satisfy the visitor s queries efficiently. 6 P a g e

7 Operator - Operator Chats AwebDesk Live Chat Software also supports chats between live chat operators; this allows you to discuss business related issues with your co-workers and may also be used to prepare for transferring a chat request. Collaborating with your co-workers improves overall business efficiency and allows you to effectively communicate to co-workers immediately without leaving your work area. Fig 6: Operator Operator Chat Request If you wish to open a chat with another live chat operator then you can simply click on Operators in your live chat window then click on request chat option besides operator s details. Once you send a message to another operator they will be instantly notified of your message. 7 P a g e

8 Managing Responses & Commands When using the AwebDesk Live Chat windows application, pre-typed Responses can be added from the Responses tab and are stored on the web-server for all operators. You can easily create pre-typed Text, Hyperlinks, Images and JavaScript to send to your chatting visitors - save time when answering common questions. Canned Responses Through canned responses you can send pre-typed response to help your customer instantly. You are also able to assign tags to a pre-typed response, so that you can easily access the responses from within the chat windows Add Canned Responses Fig 7: Navigate to Add New Canned Response 8 P a g e

9 Fig 8: Add Canned Responses You can add new canned response. Just click on Canned Responses on your Top navigation menu (Refer Fig.7) then type your new canned message with reference to it so that you can use it instantly while chatting (Refer Fig.8). Now click on Submit your canned response is saved. 9 P a g e

10 Canned Commands Through canned commands you can easily send hyperlink, address, image, and push URL. Hyperlink: Send a regular text link through to the chatting visitor without typing the URL and comment. IMAGE: Send an image through to the chatting visitor. PUSH: Send a URL through to the site visitor's main browser window. Automatically loads the URL within the visitor's browser window. Fig 9: Navigate to Add New Canned Command Fig 10: Canned Commands 10 P a g e

11 You can add new canned command. Just click on Canned Commands on your Top navigation menu (Refer Fig.9) then add new canned command with reference to it so that you can use it instantly while chatting (Refer Fig.10). Now click on Submit your canned command is saved. How to Use Canned Responses You can use the canned responses to make your chat more responsive and fast. It will be easier to communicate with your online visitors if you use canned responses. Canned Responses are prebuilt text or phrase you can use while chat with customer which can improve your response time, so you will appear fast and responsive for every customer. It helps more when you have to handle more than one customer. While chatting with visitor in a live chat window you see option to use canned responses. Fig 11-a: Using Canned Response- Operator Chat Window 11 P a g e

12 Choose the canned response from the list and then click on Go then you will see your canned response in message box, now click on Send option to send this canned response to your online visitor s chatting window (Refer Fig11-a). Note: All the variables you see in your live chat window will be replaced with respective values into visitor s chat window (Refer Fig 11-b.). Fig 11-b: Canned response- Visitor Chat Window How to Use Canned Commands Canned Commands will make it possible for you to give the quick links and some useful tips to online customers just by single click. This will help you when more than one customer demand for any particular link (E.g. demo link), then you don t need to type again and again the link. You will be proven as quick responsive and it will help you to get best ratings from your customers. 12 P a g e

13 Fig 11-c: Using Canned Commands- Operator Chat Window Choose the canned command from the list and then click on Go then you will see your canned command in message box, now click on Send option to send this canned command to your online visitor s chatting window (Refer Fig11-c). 13 P a g e

14 You can see how your canned command will be seen into visitors window in fig 11-d. Fig 11-d: Link as Canned Command- Visitor Window 14 P a g e

15 Site Visitor / Chat Transcript History Previous site visitors and chat transcripts can be viewed from operator panel. An operator can simply select the department and then site visitor and chat transcript results are then loaded and displayed. You can view detailed chat transcript by clicking on View beside any chat detail (Refer Fig.12). Fig 12: Chat Transcripts 15 P a g e

16 Set Preferences Fig 13: Set Preferences To set your preferences just click on Preferences on right side top navigation bar (Refer Fig.13) then you will be redirected to preferences settings wizard. Here you can set console timeout limit and choose the operator chat window skin according to your taste (It will not effect the visitor s chat window skin). If you want to change your password just provide current password and new password and verify new password and click on Update Password (Refer Fig.13). 16 P a g e

17 Spam Blocking Fig 14: Spam Blocking Block spammers from requesting Live Support. Just click on Spam Blocking on right side top navigation bar (Refer Fig.14) then you will see option to block IPs. You can block IPs from requesting Live Support to limit abuse of system. Provide the IP address you want to block and click on Block IP Address. Blocked IPs is shared and active throughout all departments and operators. Visitors from blocked IPs will always see an Offline status. 17 P a g e

18 Mobile Edition (Operator End) Instructions Now it will be easier for live chat operators to take care site visitors and valuable customers with this compact mobile edition of awebdesk live chat software. Everything will be same as you have in desktop edition we just given you more clear and excellent visibility and fast menu to track your visitors on mobile devices, so that you can live with them anytime, anywhere. Follow the steps to have live chat access on mobile devices: [1] Go to operator login area Fig 15: Operator Login Area (Mobile Edition) 18 P a g e

19 [2] After logging you will be redirected to mobile edition dashboard which will show you all the available options you will have as with operator panel as shown in below fig 16. Fig 16: Dashboard (Mobile Edition) [3] Now you can Go Online and start chatting with online site visitors. You can track your site traffic details also anytime. To chat with visitors you have to click on Initiate Chat option which will be available just below the visitors details. (Refer Fig 17) 19 P a g e

20 Fig 17: Traffic Details When you click on Initiate chat option you will get options how do you want to initiate chat with your visitors either with pop up or with image scroll option. When you initiated chat with visitors you will have exactly same chat window as you have in desktop edition, we just keep it for your ease and need. [4] You can also view operators list and get to know that who is online. For that just click on Back To Main Menu option (Refer Fig 17) and click on Operators. You will see list of all available operators with online/offline details. 20 P a g e

21 You can do direct operator-operator chat with online operators instantly. Just click on request chat beside online operator. (Refer Fig 18) Fig 18: Operators List 21 P a g e

22 [5] If you want to see chat transcripts then just select the department and you will see the available chat transcripts. (Refer Fig 19) Fig 19: Choose Department (To View Chat Transcripts) [6] While chatting you can send canned responses to your visitors. It will speed up your chat and helps you to get better ratings. On main page you will see option to create canned responses. It is always advised that you should create some necessary messages which you have to use frequently for your visitors. (Refer Fig 20) 22 P a g e

23 Fig 20: Canned Responses Creation 23 P a g e

24 [7] You can also utilize the canned command utility. With this you can push required links, s, and images as per customer need. (Refer Fig 21) Fig 21: Canned Commands Creation [8] Here also you will have preferences and spam blocking utility so that no can spam you and waste your time. Just type the suspected IP address and click on Block IP Address and you will be out of stress. You can also remove this IP from blocked list anytime if required. (Refer Fig 22) 24 P a g e

25 Fig 22: Spam Blocking. 25 P a g e