Getting Started Guide

 Getting Started Guide Table of Contents OggChat Overview .......................................................................................................................... 3 Getting Started Basic Setup ............................................................................................................ 3 Dashboard....................................................................................................................................... 4 Creating an Operator ...................................................................................................................... 5 Connecting OggChat to your Google Account ................................................................................ 6 Creating a Chat Widget.................................................................................................................. 8 Generating Website Code Snippet.................................................................................................. 8 Previewing your Chat Window........................................................................................................ 9 Including your Chat Code in your Webpage ................................................................................. 10 Chat Widget Customization .......................................................................................................... 11 Advance Widget Settings .............................................................................................................. 15 Viewing Chat History..................................................................................................................... 15 Real-­‐Time Visitor Monitoring........................................................................................................ 16 Canned Messages and Shortcuts .................................................................................................. 18 Reporting ...................................................................................................................................... 20 Custom Proactive Chat Invitations................................................................................................ 20 Operator Settings.......................................................................................................................... 21 Department Based Routing........................................................................................................... 23 3rd Party Integrations .................................................................................................................... 25 Changing your OggChat Subscription............................................................................................ 32 Frequently Asked Questions ......................................................................................................... 33 Q: Why is my chat button offline? .......................................................................................... 33 Q: What commands can I send from the chat window? ............................................... 33 Q: How do I set up an OggChat operator on a Mac? ....................................................... 33 Q: Can I set up OggChat in Google Sites? ............................................................................. 34 Q: Can I set up OggChat in a Joomla Site? ........................................................................... 34 Q: How can I include OggChat in WordPress? ................................................................. 34 OggChat Overview OggChat is an advanced yet simple to use cloud-­‐based live chat solution. It just requires that operators have a Gmail address or hosted Gmail account and Google Talk compatible Instant Messenger such as the Google Talk Client, Gmail, iChat, GTalk for Android, or any Google Talk Compatible IM client for iPhone such as BeeJive, eBuddy, or IM+. By including a generated OggChat Code snippet in your web page, website visitors can click on your custom OggChat button and immediately start chatting with an available operator. We’ll now take you through the steps of setting up your account. Getting Started Basic Setup Depending on how much information you provided when you signed up, we might have already created some of these items for you automatically. In order to start chatting with website visitors you must have completed the following: •
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Added at least 1 operator with a valid Gmail Address. Accepted Chat Friend requests in Google from all 3 chat bots that we send automatically when first creating an operator. Created at least 1 chat widget. Generated chat widget code and Included the code in your website
Dashboard The OggChat Dashboard is the first page you see when logging in. If your account is not completely set up, you’ll see a list of Setup Tasks Remaining. These will help you to navigate to the correct areas for configuring up your account. Once your account is setup, this area will be replaced with the Chat Widget code you’ll need to include in your website in order to display your custom chat button. Creating an Operator An operator in OggChat represents anyone who wants to be able to answer chat requests. Each operator can either accept or reject incoming requests and can manage their availability by either their IM status or their configured Office Hours. Every operator must have a Gmail address or a hosted Google Apps email address. Both types will work fine. Connecting OggChat to your Google Account Once you create an Operator with a valid Gmail address, we will send out Chat Friend invites to your Google Talk. You will see a series of 3 to 5 requests from our chat bots in your Google Talk or Gmail account. If you login to Gmail and login to the Chat in the lower left-­‐hand side of the interface, you will see the invitations in that box as follows: If you’ve upgraded to Google Hangouts, the XMPP integration that OggChat uses to send messages is disabled by default. There is an easy workaround for this. In the Google Hangout chat in Gmail, click on your name and a dialog box will open. Then select “Revert to old chat”. This will enabled XMPP and you should see the chat bot invites above. If not, you can resend them from within OggChat, or add them directly from the Google Talk side. This is shown in the screenshot below. If for some reason you did not receive these invitations, you can send additional request out by selecting your operator and clicking the “Re-­‐Send Chat Invitations” button. In addition, you can invite our chat bots directly at [email protected], [email protected], and [email protected]. Creating a Chat Widget Next, you create a chat window that represents window configuration and the chat buttons used to open the window. You can create multiple chat windows depending on your account type and each may represent a different website domain or a different page. Once you enter the required chat window information, you select “Save and Generate Code” to proceed to the 2nd page of the chat window configuration. At this point you can customize buttons, logos, and window fonts and colors. Generating Website Code Snippet On this page of the Chat Window configuration, you can customize each window for your specific brand. You can include chat buttons and links as follows: •
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OggChat Images – Button Images provided by us and displayed anywhere in your webpage Custom images -­‐ Custom buttons that you can design and upload to our site allowing you to further brand your window Text Links -­‐ You can include just test to include in your site versus a button Chat Tabs – Facebook style tabs that are pinned to your browser edges – top, bottom, left, or right. These will remain in one place as you scroll your browser window. Previewing your Chat Window Once you customize your chat window settings, you can click Preview Chat Window to see how the window will look when someone clicks on it. You can use this to verify your Gmail connection, to view your custom logos, or to verify sizes and fonts. Including your Chat Code in your Webpage Once you’ve selected your chat button style and customizations, you can simply copy the generated code snippet that is displayed when selecting Generate Code and paste this code into your html page or template. Please make sure to select the Include Visitor Monitor Code checkbox when generating code if you want to monitor website visitors. If you want to include monitoring at a later time, you’ll have to regenerate the entire code snippet and re-­‐
include it in your website as this snippet is in addition to the chat button code. Code can be included directly in your HTML, in a Joomla website using our Joomla Extension, in WordPress using our WordPress Plugin, or in nearly any dynamic website including Drupal and Shopify templates. Here is an example of including the monitoring code as well as the chat button code immediately before the </body> tag in an html page. Chat Widget Customization This section represents the series of customizations you can make to your chat window. This first section is the initial form that pops up when a visitor requests a chat. Each field is optional and by un-­‐checking all, this pre-­‐chat form will be bypassed. You can customize 3 additional generic fields with text values, or list box values. Each default message is also customizable. By choosing a language for the chat widget, OggChat will automatically change the default messages to that specific language. Customize for your business needs. Proactive Chat invitations are automatic invitations that can be used to invite guests to chat. We suggest 45 to 60 seconds as the minimum before triggering a proactive chat. You can manually invite customers to chat from the Visitor Monitor as well. A proactive chat will only happen once per browser session so as not to annoy your website visitors. Custom CSS values are also supported so that you can customize the chat widget for your specific website styling. You can experiment with these styles to get the exact look and feel you need. Advance Widget Settings Advanced settings include the default timeout to use when a customer is waiting for an agent to accept a chat as well as Office Hours and Google Analytics Tracking. In order to enable OggChat integration with Google Analytics, simply add your UA token into the text field as below. Viewing Chat History All chat history is stored in the cloud so that you can search chat histories by date, operator, chat widget, or chat content. Real-­‐Time Visitor Monitoring With visitor monitoring, you can see in real-­‐time exactly who is on your website, how long they’ve been there, and their geo-­‐location. In addition, ad campaign and search information is displayed on the Campaign Tab for each visitor. From this monitor, you can proactively invite visitors to chat by selecting the checkbox next to the visitor and clicking “Invite to Chat”. This will send an inline popup invite message to the visitor’s browser. Page footprint, IP, Host name, browser details, visitor name, visitor email and current session status are also displayed for each visitor. If for some reason, you can’t see real-­‐time visitor information, please verify that you’ve included the monitoring portion of the Generated Code somewhere in your web page. If you’re using a Wordpress or Joomla plugin, the monitoring code is not included automatically. You’ll have to generate the web code for your site and just include the monitoring code section of the script. The monitoring code to include will look something like the following: <!-- OggChat monitor code -->
<script type="text/javascript">
//<![CDATA[
function mon(){
var url =
'https://oggchat.icoa.com/mon?act=ff808181234d8dab012dfsfaf00fsd&cid=ff
808008safas1235855c10123502&f=Arial&fs=12';
var e = document.createElement('script');e.src = url;e.type
='text/javascript';document.getElementsByTagName('head')[0].appendChild
(e);}
if (window.addEventListener){window.addEventListener('load',mon,
false);}else if(window.attachEvent){window.attachEvent('onload',mon);}
//]]>
</script> Canned Messages and Shortcuts Quickly respond to customer requests by using canned messages, or shortcuts as we call them. You can create as many messages as you like and each message is associated with a particular chat window. Here’s an example of the canned message configuration screen: Once you create a shortcut, respond with that canned message by typing “/” then the shortcut name. For example, type “/hello” to send the hello message as follows: The visitor will see the message on their chat window. Reporting You can create high-­‐level and detailed reports for your chat windows. These reports include daily chat counts, chats by operator, chats by domain, and chat history and details by timeframe. Easily export all chat history to CSV using this interface in order to perform additional analysis of your visitor data. Custom Proactive Chat Invitations With Proactive Chat invitations you can automatically trigger invites based on a time period, or you can trigger manual invites directly from the Visitor Monitor page. This method allows you to invite a single visitor with specific text to customize their experience. Operator Settings Each OggChat account is based on the number of available operators you can set up. These each map 1 to 1 to specific gmail addresses. You can view all operators configured and their status in the operator page below. One setting to note below is the Ignore Idle Status setting. By default, Google Talk typically goes to idle status after 5 minutes of inactivity. If this setting is not checked and your agents walk away from their desk for 5 minutes, the chat button will automatically go offline. Department Based Routing Departments are used to group agents. You can configure any number of departments and name these groups as you like. Agents are assigned to one or more departments. OggChat also supports the concept of escalations of departments, meaning after the first level invite requests time out, the chat invite requests are escalated to the 2nd level queues. 3rd Party Integrations We’re happy to support 3rd party integrations with Salesforce, Zendesk, Highrise, and Firefly Screen Sharing. We’re adding additional integrations, so check back for these. Salesforce By setting up Salesforce CRM integration, we push chat transcripts directly to Salesforce. You can configure the type of record you want to create as well as optionally send all transcripts or only those you tag with the #lead or #contact tags during the IM session. You maintain full control over what information is sent to Salesforce. Highrise Just enter your Highrise subdomain, so for http://acme.highrisehq.com, you enter, “acme”. Then enter your API token provided by highrise and automatically receive new contacts in your Highrise account. Zendesk OggChat allows you to automatically create tickets in Zendesk based on your OggChat Transcripts. Changing your OggChat Subscription In order to change your OggChat subscription, simply select Account then click the Change Subscription button on that page. Follow through with the Buy Now option in PayPal. This will automatically modified existing subscriptions or create a new one if you haven’t set one up yet. Frequently Asked Questions Q: Why is my chat button offline? A: The online and offline status of your OggChat button is based on the following 3 statuses. If any of these are false, your chat button will show as Offline or Not Available. Is your Chat Window Scheduled? Each chat window has an optional schedule with open and close times. • Is an Operator Scheduled? Each operator also has an optional schedule. Is there at least one operator scheduled? • Is an operator logged into Google Talk or Gmail and has an IM status of Available? Please check your friends list to make sure you see chat1, chat2, and chat3 at oggchat.com. If not, you can select the operator and click the “Re-­‐Send Chat Invitations” to send out additional requests. •
Q: What commands can I send from the chat window? A: Just type "help" in your chat window to see useful commands such as: •
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#status -­‐ Lists the status of all operators #transfer <screen name> -­‐ Transfers a chat to another operator. #history -­‐ Lists current chat transcript. Useful after a chat transfer. #screenshare – Initiates a Firefly Screensharing session if you’ve enabled this integration and have an active Firefly account at www.usefirefly.com #lead – Tags a conversation as a lead in your CRM integration with Salesforce Q: How do I set up an OggChat operator on a Mac? A: Use these instructions to set up OggChat for iChat on your Mac. Start iChat on your Mac Select iChat -­‐-­‐> Preferences... Choose the Accounts tab (the second tab) on the window Click the + button in the lower left-­‐hand corner to create a new account. Select Account Type Google Talk Account Enter your Google Talk email address and password. Hosted accounts work as well. Click Done Go to your iChat window and select Available as your Status. If you've already accepted friend requests from chat1, chat2, and chat3 for this Gmail account, you are ready to start accepting OggChat chats. Q: Can I set up OggChat in Google Sites? A: OggChat works just fine with any Google Sites website. When customizing your chat widget code, just select a Website type of "Google Sites" in the dropdown and the appropriate code will be generated for you. We'll also display a link to a tutorial on how to include your live chat widget in your Google Site. Q: Can I set up OggChat in a Joomla Site? A: OggChat Live Help works with any Joomla site, in fact our website runs on Joomla. When customizing your chat widget code, just select a Website type of "Joomla" in the dropdown and the appropriate code will be generated for you. You can include the snippet in any module or you can just use the JavaScript code to include the widget in your Joomla php template. Q: How can I include OggChat in WordPress? A: Here are the steps to include OggChat in a WordPress site: •
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Login to the Admin section of your WordPress Site (usually www.yourdmain.com/wp-­‐admin) On the left-­‐hand side bar, under Plugins, click Add New In the Search box, type HTML-­‐JavaScript Adder and click Search plugins On the right-­‐hand side, click Install In the pop-­‐up installer box, click the orange Install Now button in the upper-­‐
right corner This will take you to the Plugin Installing status page. Once the plugin is finished installing, click Activate Plugin On the left-­‐hand side bar, under Appearance, click Widgets In the Available Widgets section, locate HTML JavaScript Adder – 1 Click, Hold, and Drag the widget to the appropriate sidebar on the right-­‐hand side of the screen Once in place on the sidebar, in the "Your JavaScript/HTML/Flash embed code or others" box, paste your OggChat code and click Save at the bottom •
Your OggChat box is now active on your website!