Live Chat: adding a chat

Live Chat lets you communicate with your customers in a fast and efficient way. It enables you to react immediately to all queries and problems, thus, also to build a relation and the atmosphere of trust at the same time. What is more, Live Chat is an effective tool to generate new leads and manage new clients since Live Chat is fully integrated with the SALESmanago features.

Advantages:

  • operating the chat in an easy and convenient way,
  • the unlimited number of conversations on the chat at one time,
  • the possibility to leave a message in case of an inactive consultant,
  • the possibility to adjust the Live Chat parameters and its website settings on your own,
  • quick access to the data of the contact a consultant is chatting with,
  • acquiring new information about clients by means of the progressive form available on the SALESmanago Live Chat,
  • automatic adjustment of a chat language to the browser language; 20 language versions available: English, Polish, German, Russian, Dutch, Spanish, Portuguese, Italian, Lithuanian, Japanese, Swedish, Hungarian, Czech, Finnish, Bulgarian, Romanian, Albanian, Croatian, Hebrew and Slovak.

In order to create a chat, you need to go to

LIVE CHAT


Contents

  1. Configure a consultant
  2. Add a new chat
  3. Add a chat to your website 

1. Configure a consultant

At the first login, the consultant settings window appears. A particular consultant corresponds to one user account in the system.

Read about user accounts in the system

[1] Name – modify a consultant’s name. A default name is automatically acquired from the username in the system.

[2] Email address – login (SALESmanago login) – type the email address which is the login of the SALESmanago user you want to make consultant with; The login must be the name of the account created in the SALESmanago system.

[3] Avatar – choose a consultant’s avatar. Drop a file or select it from the gallery. The suggested size is 50×50px.

[4] Notification sound – tick the checkbox to switch on the notification sound.

[5] Next – selecting this option takes you to the next stage of creating a consultant

[1] Choose permissions – allows you to grant permissions to a given consultant

[2] I want to conduct conversations – checking this option gives the consultant the opportunity to talk

[A] User – a consultant with user privileges can only operate the chat, have access to the consultant’s card, view the list of conversations, however, on the list of conversations he has access only to those that were conducted personally.

IMPORTANT: A consultant with these privileges will not be able to create / edit or manage Live Chats

[B] Super user – can both operate the chat and have access to all chat conversations, and can also assign roles to consultants

IMPORTANT: A super user has access to all the features in the Live Chat section; he can create, manage, and view Live Chat analytics – access to all features.

[3] Observer – sees all conversations and can browse them, but does not write anything back and the way he previews conversations to take place does not take them; this is an additional role where, when logging in to a chat, the user can log in as an observer, a kind of “super viewer” who can watch as others are having conversations.

IMPORTANT: Super user or observer permissions can only be given and assigned to a person who has manager, system admin or both. In this case, it is possible to assign the super user or the observer privileges (or both) to a selected consultant. For a consultant to be appointed a super user, he must have one of the above-mentioned statuses.

Example:

A user with admin or manager status, during the process of creating a new consultant, can assign himself the role of a regular user. In this case, the possibility of changing his role to e.g. super user has only other super user.

[4] Assign to the group of consultants – it is possible to create groups and then assign consultants to them. Managing groups is possible from the level of consultant’s panel.

[A] Here you can search for existing consultant groups

[B] Selecting this option allows you to create a new group. When you click the icon, the following window appears on the screen

[A] Enter the name of the group – enter any group name here

[B] Description – enter here the description of the group

[C] Continue without adding – selecting this option cancels the group creation process, allowing you to continue the consultant creation process

[D] Save – when this option is selected, the group will be created

[5] Finish – selecting this option will complete the process of creating a consultant, thus saving the entered data in the SALESmanago system

[6] Back – selecting this option allows you to return to the previous step of creating a consultant

When you select the end option, the following window appears on the screen:

[1] Create Live Chat – if you select this feature, you will be redirected to the Live Chat wizard. More information about how to create a Live Chat can be found here.

IMPORTANT: This feature is only available if the person creating the consultant has super user status.

[2] Go to Consultants Panel – selecting this option will redirect to consultants panel, from which level it is possible to manage consultants and groups of consultants

IMPORTANT: For a regular user will only the option [2] Go to consultant panel be available on the screen.


2. Add a new chat

To create a new chat, click Create Live Chat. In this step, you will be able to customize the appearance of the chat window that will appear on your screen according to your preferences. In addition, you can set the appearance of the form that will appear if there is no active consultant in the chat. What’s more, you can adjust the settings of the contact form that will be displayed to a user who is not yet on your system.

Then go through all chat options:

A. Live chat window

B. Inactive consultant

C. Request for contact details

D. Settings


A. Chat window

[1] Tour – switch on the tour that will guide you through the process of the chat configuration so you will not miss any step.

[2] Consultant’s or company’s name – type in the name of the consultant of the company which will display on the window chat.

[3] Consultant’s avatar or image – select the default consultant’s avatar which will be displayed before starting the conversation with a particular consultant.

[4] Theme settings  – global – adjust the window and  a font colour settings for all chat windows. You can preview all the changes in the window on the right.

IMPORTANT: In the Inactive consultant settings, you can adjust the main color and a font color for the Inactive consultant window.

[5] Round window corners – select the preferable shape of window corners.

[6] Chat button – select the preferable icon on the chat button which will display before the user unfolds the chat window.

[7] Hide button – you can hide the default button to add your personalized one.

Learn more how to personalize the button

[8] Button shape – select the shape of the button.

[9] Preview – use the buttons  to preview the chat window accordingly on a computer, tablet and mobile screen.

Click Next.


B. Inactive consultant

[1] Form displayed when a consultant is not available – the fields that will be required to be completed by users in order to leave a message. You can add or delete fields according to your preferences. Fields available: name, email address, phone number, street address, region, city, postal code, country, company, message.

[2] If you receive a message when a consultant is inactive, send an email to the following email addresses – choose from the dropdown list the email address of the person to be informed about the message left on the chat. An email will be sent to the chosen email address and the message itself will be available in the Awaiting folder after having logged in.

[3] Theme settings – adjust the colour settings for the Inactive consultant window.

[4] Preview – use the buttons  to preview the inactive consultant window accordingly on a computer, tablet and mobile screen.

Click Next.


C. Request for contact details

[1] Form fields – choose the data you want to ask for. You can add or delete fields according to your preferences. Available fields: name, email address, phone number, street address, region, city, postal code, country, company, message.

[2] Display settings:

  • Display when a contact wants to talk – the request for contact details will be displayed before starting a conversation with a consultant;
  • Do not display it to the contacts you already have in the system (monitored contacts) – if you do not want the request window to appear for the contacts whose details are already stored in the system.

IMPORTANT: A request form is a progressive form – in the case of a monitored contact,  a user will see the fields for entering only the data that you have not got in the system yet.

Read about a progressive profiling

[4] Preview – use the buttons  to preview the request for contact details window accordingly on a computer, tablet and mobile screen.


D. Settings

[1] Chat name – the name that identifies the chat in the system.

[2] Activate chat – click to launch the chat.

[3] Activate Bot – click to start Automatic Sales Chat on any given page. Once this option is selected a list of previously created bots will appear. If you don’t have one, you can create one in the wizard. To learn more about the operation and creation of Automatic Sales Chat, click here.

[4] Display settings – adjust the button that opens the chat when it is minimized.

Domain  – choose addresses where the chat will be available. You can select only one option:

  • on each selected domain
  • on subpages within domain that contain a phrase – the chat will be displayed on the URL addresses with the given phrases only.
  • on subpages within domain that don’t contain a phrase – the chat will be displayed only on the URL addresses that do not contain the given phrases.

[5] Alignment – decide where to display the chat – on the left or on the right.

[6] Mobile devices – tick Do not display on mobile devices if you do not want a chat to display on tablets and smartphones.

[7] Location – enter a name of the domain that you want to have the chat on. The provided domain must be monitored in the SALESmanago system.

IMPORTANT: Enter the main domain address in format domain.com or www.domain.com. The name must not contain a “http/https” or subpages.

[8] Settings for new contacts

Assign a tag for acquired contacts – enter tags that will let you identify chat contacts in the system. Tags will be assigned automatically in the system.

Assign acquired contacts to owner – enter the email address of the user that will own chat contacts. Chat contacts will be assigned to the chosen owner automatically.

[9] Advanced settings

Send a response to customers who left the chat from this email address – choose an email address from which you will send a message with a response to the customer.

Start product recommendations on Live Chat  provided you uploaded XML files in the system, you will be able to send recommendations to the customers during the conversation on Live Chat. They will be available on the contact card.

Replace a default consultant’s name with the name of an active consultant  select this option if you want the data of the default consultant be replaced with the name of the consultant which logged in.

[10] Preview – use the buttons to preview all the chat windows accordingly on a computer, tablet and mobile screen.

[11] Select a window that you want to preview.

[12] Choosing this option will result in sending the selected confirmation message of marketing consent to the email provided by the customer.

[A] If you have previously created confirmation emails, a list will appear here, from which you can choose any template.

[B] If you do not have any confirmation emails previously created, you can create a new one by selecting this option. Once you select this option, you will be taken to the wizard.

For more information on how to create confirmation emails and their application, you will find here.

Click Finish. The chat has been created.


4. How to add a chat to your website

You do not need any new scripts to make Live Chat work. It is enough that your website is monitored in the SALESmanago system by means of the monitoring code that has been added to your website code. To launch the chat, define a proper URL address and activate the chat in the Chat Settings.

Below you can see an example of the Live Chat window with a conversation started.

IMPORTANT: The dots marked above inform you that the consultant is answering now.

How to add a monitoring code to your website

Check if your monitoring code works properly

If you need more information about the topic mentioned above, please contact us: support@salesmanago.com +1 800 960 0640