Operator Manual - Web based email marketing software

AWEBDESK LIVE CHAT SOFTWARE
Version 5.1.0
AwebDesk Softwares
Operator’s Guide
Edition 1.0
April 2012
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TABLE OF CONTENTS
LOGIN TO OPERATOR AREA...………………………………………..…3
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…………..…………18
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Login to Operator Area
Fig 1: Operator Login
Open http://yourdomain.com/<ALS_directory>/operator/ 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
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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.
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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.
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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.
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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.
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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
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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.
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Canned Commands
Through canned commands you can easily send hyperlink, email 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
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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
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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.
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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).
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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
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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
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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).
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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.
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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)
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[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)
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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.
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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
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[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)
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Fig 20: Canned Responses Creation
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[7] You can also utilize the canned command utility. With this you can push required links,
emails, 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)
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Fig 22: Spam Blocking.
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