Home > How to set up the Options tab

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(Last Updated On: May 8, 2017)

1. Log into your Admin Dashboard and go to the Settings.

2. Select the Options tab.


Widget name

Here you can enter the name of your widget. For more information on adding, removing, and renaming widgets, click here.

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Social Media Lookup

If the visitor has links to social media in their profile, then we will show them in the visitor info area in the chat portal. In this section, you can select which you would like your agents to see.


Privacy

Here you can choose if you would like to store the visitor IP, location and would like agents to see previous chats with this visitor.


Agent alerts

Display message to agents when chat starts.

agent_alerts


Display links to agents when chat starts. Send commonly used urls to agents at the start of each chat. The urls can optionally include predefined tags

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Sneak Peek

Allow your chat agents to get a head start on the conversation by enabling them to see the preliminary text from the visitor to be seen as they type it.

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File Exchange

Here you can enable visitors and agents to share files during the chat.


Secure Data Transfer

With Secure Data Transfer, you can allow the visitor to send over sensitive information like credit cards and social security numbers. This info is not stored post chat.


Collect additional information
  • Flash and Java versions

By selecting this option you can collect additional information about visitor in cases where visitor has Flash and Java.

  • JavaScript variables

By selecting this option you can collect additional information on the visitor by entering the variable names in the box as shown below. When a chat starts you will notice these variables being reported to the agent. This information can be collected either with the use of a custom form and the respective fields (eg. Name) or by JavaScript fetching the variables on the user’s page.

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Note: To allow your agents to manually collect information during a chat and map this to fields in your CRM / Help Desk (Salesforce, Desk.com, Microsoft Dynamics, Hubspot, SAP, UserVoice, and Zendesk), you will need to set up and use Operator Variables.


Thank you note

Send an email to requestor from:____________ after submitting an offline request. By selecting this option each time a visitor leaves an offline request they will receive an email that says “Thank you for submitting a message to (name of your widget) widget” along with the message that was sent.

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Please note that we can change the body of the “Thank you” note for you but we cannot change the subject line of it. In the subject line, the name of your widget will be used.


Extra security
  • Enforce encryption (SSL) to view support request

If this option is selected you can view cases in logs by using https (rather than http).

  • Require sign in to view support request

If enabled the cases can only be accessed after an admin logs in. If the option is not checked, then anybody with the link can see it.

  • Delete visitor data after it is successfully sent to destination

This feature removes all visitor information, IP, location, chat transcript, email after the end of the chat (and after any data that was collected was sent to any integrations).

  • Filter credit card numbers from transcripts

If enabled the chat transcript will be searched for any credit card numbers entered within the chat and the credit card number will be replaced with X’s.

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Weekly stats email

If you would like to receive the weekly stats email enter your email address above. These are the stats that are recorded in your Admin Dashboard under stats. For more information about stats and how to view them click here.

  • Include the weekly log of chats and messages in the email.

Check this to have the weekly log of chats and messages included in the weekly stats email. You can also view your chat transcripts under logs in your Admin Dashboard or in your CRM, helpdesk, or email depending on your integration selection.

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Chat Idle Time

Configure the amount of time a chat can sit idle before it automatically closes. Once a chat sits with no response from either the agent or the visitor for the set amount of time, the chat session will close out and a message will be sent to both the agent and visitor letting them know the chat sat idle for too log. This time is based on the last response given and will reset with the latest response.

ChatIdleTimeHelp


Agent Survey

Allow your visitors to rate their experience with your chat agent. Choose the survey type that is best for your agents.

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Published November 5, 2012


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