Why Livezhat®?
A real time chat is the best solution for customer service and sales: a survey made by Northstar Research shows that customers prefer to use a real time chat rather than calling a toll-free phone number or writing an email when service is needed. Livezhat® is a complete real time chat service that is ready to use. You can serve your customers on your homepage, on Facebook or anywhere else on the web. The Livezhat® service is administered online with a web browser, so you can serve your customers anywhere. Livezhat has an extremely high level of security: did you know that the religious confession is one of the most protected articles in the Finnish law? We made the data security airtight, which meant that the church was able to use the Livezhat® service and take the priests online. You can now benefit from the same security level as well. Livezhat® is the most popular chat service in Finland. It is used by over three hundred organizations.Log on to Livezhat
You can log on to Livezhat with your email address and password on www.livezhat.com.
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First time user: Order the activation link for your new password by email
After your email address is added to the Livezhat service, you can order a password activation link by writing your address in the correct field and clicking Login on the page www.livezhat.com.
When you have clicked Log in, you will see the view shown in picture 2. Click ”You can do it here”.
After clicking ”You can do it here”, you will see the view shown in picture 3.
Write your email address in the right field and click Send. After this, you will receive an email shown in picture 5. Back to top
Click the password activation link in the email message
When you have received the email, you can order a new password by clicking ”this link”.
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Write the new password
When you have clicked the link shown in picture 5, you will see the view shown in picture 6. Now you can provide a new password. After filling out the form, click Change.
After clicking Change, you will see the view shown in picture 7. Your password has now been changed. If you are not able to change your password, it is possible that your email address is not registered or that you are logged on to the Livezhat service.
Login to Livezhat
Provide your email address and password on www.livezhat.com. (or in the view shown in picture 7).
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View after login
When you have logged on to Livezhat® with your email address and your password, you will see the view presented in the picture below. In our example, you can see five different chats. You can use one or more chats that are custom-made for you.
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Chats, the operator’s view
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Chat, the customer’s view
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Visitors
On the Visitors page, you see the current visitors on your page and you can start a chat with them if you like. You are provided with useful information about your customer, such as the page the customer is visiting, IP address, country and how much time the customer has spent on the current page.
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Settings [tab Own settings]
This page lets you change your chat’s general settings, such as language, time zone and notifications about new chat discussions. You can also manage blocked IP addresses on this page. Each device that is connected to the internet uses an IP address for identification. Only you can decide which IP addresses are blocked, and you can easily block an address while chatting, if your chat partner is behaving inappropriately. Usually it is useful to unblock the IP address a while after the incident, since it is possible that the person behaving badly has used Livezhat with other users on a shared IP address at a school or a company. If you block an IP address that is used by multiple customers, it is possible that you block many potential customer service opportunities as well.
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Settings [tab Manage]
If you have administrator rights, you can find the Manage tab on the Settings page (Picture 14). The fields under the heading Company allows you to define the email address the customer can contact when the operator is not online in Livezhat. This requires that this feature is turned on in the settings. The Operators box shows the settings for the chat operators. The name provided is the name that the customers will see on the chat. The last line on the list allows you to add new operators. Under the heading Zhats, you can define the chat settings. In this view, you choose the chat operators and you can specify all the predefined replies and automatic answers that are used during the chat. Next we will take a look on how to change the chat features. This is done by clicking Edit.
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Settings [tab Manage – change the chat’s features]
You can change the chat features by clicking the Edit link, found under the heading Zhats shown in picture 15. Please see the explanations under each picture.
Name: The Zhat’s name is specified for internal use so that the operators can choose the right chat.
Key: The key is important when using an embed code. An embed code is the program code in html-format that you use to put Livezhat on your company’s webpage or Facebook-page.
Operators on this zhat: this shows a list of all operators. You can choose operators separately for each chat.
Restrictions for number of active chats: should there appear more customer service situations than you can handle, it is probably best to restrict the number of discussions. An operator can effectively serve 1-3 discussions at a time. Here the default value 0 means an unrestricted number of discussions. You learn as you go whether it is necessary to limit the number of discussions. We recommend that in the beginning, you do not restrict the number of discussions and use the default value 0.
Contact when operators are offline: you can define whether the customer is able to send an email through the chat window when no operators are online. We recommend that you allow contact through email.
Forward chats received by email to company email address: please choose this alternative if you want the customer to be able to send an email through the chat window when no operators are online.
Operator can start the zhat: if you would like to surprise your customers by starting a customer service chat on your own initiative, please choose this alternative.
Function Operator can exclusively handle chat: the customer feels that the service provided during the customer service process is better, if the service is provided by a single operator from start to finish. If this function is turned on, there is a box in each chat window that can be ticked by the operator to show that he or she is handling the discussion in question. If the box is ticked, the other operators won’t even see the chat.
Track visitors: if this function is turned on, you can track real time information about the visitors on your page, such as their IP address and country.
Automatic answers: if your customers frequently ask similar questions, for example about the store’s opening hours, you can create automatic answers based on certain words such as ”store” and ”opening hours”. If an automatic answer is defined for the message in which the words ”store” and ”opening hours” occur, Livezhat automatically tells the customer the opening hours with a message that has been written in advance.
Show Browser and Operating System: should you choose to use this feature, you get information about which browser and operating system your customers use. This is usually a very useful feature.
Save discussion: by allowing this feature, the discussions are saved. When discussing confidential matters, we recommend that you do not save the discussions. In other cases, we recommend that you do use this feature.
Sending files to customers you can send files, such as offers or manuals, to customers if this feature is turned on.
Show IP addresses: if you use this feature, you will see your visitors’ IP addresses.
How many days to keep chats: If you need to make sure that the chat history is not saved for more than a month, for example, write 30 in this field.The default value 0 means that all chats are saved.
Welcome text: Your customer will see this welcome text when opening Livezhat. We have chosen to greet the customer with ”Hello, how can we assist you? Please write your contact details below, if you would like to receive more information on the phone.”
Livezhat’s style
Even though research shows that the customer does not really care about the appearance of the chat, you can change Livezhat’s appearance if you like. Instructions for this can be found under Zhats on the Settings tab. Click Edit to change the appearance. In the lower right corner of the window, you can find the link ”Edit chatbox style”. If you click this link, you can download the CSS file you need to change the style. You can edit the file with any word processing software.
Instructions for embedding Livezhat
It is easy to embed Livezhat and you only need basic skills in html, the language used to make internet pages. If the instructions seem complicated, please contact us. Our contact information can be found at the beginning.
Livezhat is loaded and ready to use
– with http connection:– with https connection:
– This alternative works for both connection types, but to be honest, we have not tested it sufficiently with the oldest web browsers.
Add Livezhat to your page with this:
parameters for addZefLivezhat invitation:
Obligatory parameters:
– companyId: the company’s id (can be found on the Settings page when logging on to the administrators Livezhat)
– zhatId: the zhat-id (can be found on the Settings page when logging on to the administrators Livezhat)
Optional parameters:
– autoshow: ”yes”, when you want the chatbox to always open when the operator is online. If you choose ”no” or if the parameter is missing, the chat is opened only when the page calls the function openLivezhat().
– theme: the css that provides the chat style (see chapter Embed Livezhat)
– hideOnClose :”yes” if you would like the whole chatbox to disappear when the customer closes the discussion. ”no” or empty: the chatbox minimizes on closing.
– embedElement: jquery selector (for example . chatDiv or #chatDiv osv) when the chat is added to the page’s contents. If this parameter is given, the chat is not opened in its own floating div or view, but it is shown on the page contents in the given element and empties this element from its other contents.
– lang: the language used in the chat’s default texts (for example: ”Operator not online”), “fi”, “en”, “sv”, “ee”, “ru”, etc.
– shownCallback: a function called upon when Livezhat has been shown.
All the parameters’ values are given within the ’parameter_value’, except for the function shownCallback.
Next we will take a look at Livezhat’s JavaScript interface.
Livezhat Javascript Interface
The JavaScript interface is available once the livezhat.js file has been loaded by the browser. Usually the file is placed in thesection of your document. Please note: Currently it’s not possible to load the file with JQuery script function.
This document describes the public functions that can be used when integrating Livezhat.
Start a new chat session:
function
openLivezhat();
description
Starts a new chat session at the server. If a chat session has already been started, the operator will be notified and the chat box will be opened (if hidden) but no new session will be started.
parameters
no parameters
return value
no return value
function
openLiveZhat(callback);
description
Starts a new chat session at the server. If a chat session has already been started, the operator will be notified and the chat box will be opened (if hidden) but no new session will be started. When the call to the server has been successfully finished and the chat session is open, the callback function will be called
parameters
callback function to call when the chat has been opened
return value
no return value
function
showLiveZhat(callback);
description
Shows the chat box for the user. Note! If the chat session is not open, no chat is yet opened. Only when the user types his/her first message, the chat session opens and the operator is notified. The optional callback parameter can be used to get notified when the chat is visible.
parameters
callback function to call when the chat has been opened
return value
no return value
function
setLivezhatParameter(paramName, paramValue);
description
Set integration parameter value. These values will be visible to the chat operator if configured from the chat settings page.
parameters
paramName – name of the parameter as entered in the chat setings
paramValue – value of the parameter
return value
no return value
function
setOnlineCallback(onlineCallback, offlineCallback);
description
Set function callbacks that will be called when the operator status has been queried from the server.
parameters
onlineCallback – function which will be called if the operator is online
offlineCallback – function which will be called if the operator is offline
return value
no return value
function
setOperatorText(componentId, onlineText, offlineText, emailText, busyText);
description
Set text to a component based on the operator status. The text will be set when the operator status has been queried from the server.
parameters
componentId – jquery selector of the component where the text will be set
onlineText – text that will be set to the component when the operator is online
offlineText – text that will be set to the component when the operator is offline
emailText – text that will be set to the component when the operator is offline and chat has been configured to accept emails
busyText – text that will be set to the component when the operator status is busy
Note! emailText and busyText parameters can be left out
return value
no return value
function
setStatusCallback(statusFunctionCallback);
description
Set callback function to handle operator status. The function will be called when the operator status has been received from the server. The callback function should accept one parameter which will include the operator status as text.
Possible statuses are:
‘online’ – operator is online and accepting chats
‘offline’ – operator is not online
‘email’ – operator is not online but chat is accepting emails
‘busy’ – operator is / operators are busy (maximum number of chats per operator reached)
parameters
statusFunctionCallback – function that Livezhat will call with the status
return value
no return value
function
startLivezhatOnlineChecking(onlineCallback, offlineCallback, busyCallback);
description
Start polling the operator status from livezhat server. After each poll, the corresponding callback function is called. This is useful in ajax application when the html host page doesn’t change often or in situation where users don’t navigate away from the page often.
parameters
onlineCallback – function that will be called if operator is online
offlineCallback – function that will be called if the operator is not online (offline or email status)
busyCallback – function that will be called if the operator is busy
return value
no return value