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.

 

BENEFITS:

  • 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; 17 language versions available: English, Polish, German, Russian, Dutch, Spanish, Portuguese, Italian, Lithuanian, Japanese, Swedish, Hungarian, Czech, Finnish, Bulgarian, Romanian and Albanian.

 

GO TO WEBSITE MARKETING => LIVE CHAT


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

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

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

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

[4] Save and continue.

[1] You can always modify the consultant settings using the button on the main window.


ADD A NEW CHAT

To create a new chat click + Add new chat.

Then, adjust all chat settings:

  1. Chat window
  2. Inactive consultant
  3. Request for contact details
  4. Settings

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 font color settings for all chat windows. You can preview all the changes in the window on the right.

TIP: 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.


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 color 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.


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.


SETTINGS

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

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

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

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

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

[6] 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 “http/https” or subpages.

[6] 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.

[7] 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 in LiveChat  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 default consultant’s name with the name of 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.

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

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

Click Finish. The chat has been created.


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.

>> How to add a monitoring code to your website

>> Check if your monitoring code works properly