Email Templates – New Feature

Written by: Categories: Features
December 18th, 2013

OCC now allows you to fully customize the automated emails that are sent from the system, including:

Chat Transcripts

Chat Transcripts (that visitor sends)

Offline Messages

Missed Requests


Each can be customized per department and with different variables. All the email’s basic information can be edited including:



From Email


The Message and Subject fields can use the following variables, taken from the visitor’s information and the chat:

%%username%% – chat name used by visitor
%%transcript%% – the complete chat transcript
%%topic%% – topic of the chat
%%department%% – department/website associated
%%visitorinfofull%% – visitor’s full info
%%visitorinfobasic%% – visitor’s basic info (does not include location and device info)


Here’s how to use the Email Templates:

1. Login to the Account Dashboard

2. Go to Setup > Messages > Email Templates

Account Dashboard - Setup | Messages

To edit an Email Template, select the Department/Website, then the template you wish to edit.

Change the fields using the fields and insert the variables in gray font in your desired locations within the subject line and message body. The subject line can be very long depending on the variables you insert, so we give you the option to cut off the email at a certain number of characters (start at 50 characters then test with your desired email client).

You can also define if the email comes from the department email (if you entered more than 1, the first email entered is used) or the visitor’s email.


Email Templates OCC


The Email Templates feature is available to all OCC Accounts: Free, Premium and Enterprise.

OCC Agent Update – Win & Web – Supervisors, Visitor Info

Written by: Categories: Features,News
July 29th, 2013

We have just released new OCC Agents for Windows and web. Mac update coming soon!

What’s New

The new update includes the following new features:

1. Supervisors – Ability to close chats without ending them

2. Supervisors – Ability to send message to just the operator or the whole chat

3. New data in visitor info

4. New icons for visitor info

5. Minor bug fixes

Supervisors – Close Chat & Messaging

Supervisors monitoring a chat can now only close chats and not end them. They can also send messages to either both the visitor and the operator or just the operator.



Visitor Info Changes

These visitor info changes were released on all OCC Agents prior to this announcement but now the columns are customizable through the View drop down menu.

We added more information about each visitor including:

  • Traffic source
  • Search keyword
  • Landing page

We also added icons for country, system, traffic source and browser.





Minor bug fixes

Fixed the hidden status being unavailable to operators that do not have it enabled in the Account Dashboard.

Planned Maintenance / Downtime – Friday

Written by: Categories: Service Status
June 18th, 2013

On Friday, June 21, 2013, we are going to have around 1 hour of planned downtime for a PHP update.

The downtime will start at 10:00 PM PDT or 5:00 AM GMT

Number Scrambling & Chat Transcript Export

Written by: Categories: Features,News
June 1st, 2013

Here’s a quick Sunday update post:

2 new features have been released last week that we’re officially announcing today:

Number Scrambling

For the added safety and security of your chat visitors, any numbers that could be seen as credit card numbers or social security numbers are scrambled and not stored in the chat transcripts. You’ll instead see the numbers replaced by x’s in your chat transcripts:

Number Scrambling

Number Scrambling


Chat Transcript in CSV Export

The CSV export of your chat history now can, optionally, include the entire chat’s transcript. This is also available in the scheduled email.

This option is only available for 30 day periods to minimize server load. Find the new option in your Account Dashboard under Reports > Chat History

Click Export to see the option appear.

Chat transcript export

Chat Transcript Export

Chat Transcript Export in Scheduled Email

Chat Transcript Export in Scheduled Email

URL Masking

Written by: Categories: Features
April 22nd, 2013

This is a new feature for OCC Enterprise and our first feature released exclusively for Enterprise Accounts.

The URL masking feature is something that has been highly requested that allows you to create a white label live chat replacing the regular URL in the chat window from “” to “”

As an example, you can use “” in your chat window if your website is John’s Jelly with the web URL

URL masking in live chat


Here’s how to use the URL masking feature:

Login to your Account Dashboard

Click Setup > Basic Settings > URL Masking

Select your department from the drop down menu. Enter your desired subdomain and URL in the Custom URL field. We recommend using

white label live chat

URL Masking


**The change also required you to add a CNAME record for your domain name. Here is a URL Masking Knowledgebase article on how to do that, copied below:


You’ll need to access your domain name provider and create a CNAME that points to OnlineChatCenters. Every domain provider has different sets of instructions to do this so here’s the basics:

  1. Log into the domain provider to whom you pay your domain name bill to. Common vendors are GoDaddy, Network Solutions, 1and1, etc.
  2. Navigate to the DNS Management/Domain Management section and find your domain.
  3. You’ll need to edit the DNS records for this domain – sometimes this function is labeled as DNS Zone Editor, Configure DNS, Advanced DNS Settings or something else along these lines.
  4. Add a new record with the type CNAME with the following:Hostname/Alias: chat (this can be anything but must match the custom URL entered in your Account Dashboard)

    If asked for a TTL value, you can set this to 14400

  5. Save your changes

Generally, the new DNS entry will be ready in a matter of minutes but it may take up to 48 hours to fully propagate.

Automatic Chat Invites – Triggers

Written by: Categories: Features
April 2nd, 2013

We’ve made a change to our chat invitations, previously called Timed Chat Invitations.

You can see the new and improved Automatic Chat Invites in your Account Dashboard under:

Setup > Messages > Automatic Chat Invites


Specifically, we added 2 new features to chat invites:

– Invite Types
– Pop up # Limiting


We also added a  few more items to improve how this section works and to ease the process of adding an automatic chat invite to your website.

Automatic live chat invites

Automatic Chat Invites

Invite Type

The invite type drop down now offers you 2 options for the chat invite:

Direct – This will send the visitor directly to the chat queue as was the case with our timed invite prior to the update.

Chat Request Form – The chat request form type will send the visitor to the chat request form defined for the department before they are sent to the chat.


Pop Up Limiting

There is a new option to limit the maximum number the chat invite is displayed to a visitor in a single browsing session. The default setting is 0 which will show the chat invite an unlimited number of times.


Future Additions

In addition to these edits, we added the triggers area which will be expanded much more in the future to show additional features such as time on site, pages visited, visitor source, and more for our upgraded users.

Let us know what you think of the new feature and we look forward to expanding this section of OCC live chat even more!

Chat Request Form – More Flexible Fields

Written by: Categories: Features,News
February 14th, 2013

We added a bit more flexibility to the way chat request forms can be set up and used. Prior to this update, chat request forms could not have Name, Email and Question disabled or removed; only customized to have a different label. Now each of the 3 are editable, sortable and removable.

Here’s what the new Chat Request Form area looks like:

Live Chat Request Form

Chat Request Form

All 3 of these fields are in your chat request form by default and have to be edited through this section to change. You can delete the fields, edit them or sort them, same as you would the custom added fields.

These fields can also be pre-populated from information on your website by using the ID column as outlined in this blog post about hidden fields and pre-populating fields.

For Account Owners: Operator Profile Setup Invites

Written by: Categories: Features
February 4th, 2013

We’ve released a new handy feature for account owners, helping their ability to setup Operators in their live chat setup.

Operator Invites

Account owners can now invite operators to create their own profiles within their OCC account through the Account Dashboard.

Here’s how to invite operators to set up profiles:

Go to Setup > Basic Settings > Operators

We’ll pretend there are no additional operators added into the account just yet. Click Add Operator and fill out the information for the operator.

After adding the operator, you’ll see a new link and icon in the Actions column, “Email Invite.”

Email Operator Invite Link

Email Invite Link

If you click the Email Invite link, a window will pop up to verify the user’s email address. Hit Send Email on that to send the email a link (valid only for 48 hours) to a page where they can customize their profile.

Operators are able to change their name, email, image, login and password. After saving their information, the operator is sent to a page that gives them their full login information and link to each of the OCC Agents, similar to this page: OCC Agents.

After the operator sets their profile up, the account owner is emailed a notification with the full details of the operator’s info for quality assurance.

Keep posted on more updates like this via our Twitter page: @OCC

Updates: Chat Window & Floating Icon

Written by: Categories: Features,News
December 31st, 2012

We have a few new exciting features to announce today for the front-end experience visitors to your website see.

Floating Icon

This has been our most requested feature since we launched our new website with the floating icon on the left of our site.

This new feature is found in your Account Dashboard under Setup > Design Customization > Online/Offline Icons as well as the Setup Wizard.

You’ll see a checkbox to enable the floating icon, which will then pop down some additional settings for the positioning of the icon on your site. You can position the icon anywhere on the page or custom position it based on pixels.

If a value other than 0 is entered in the Custom Positioning boxes, the values entered are used and overwrite the Horizontal/Vertical Positioning selections:

Floating Chat Icon

Floating Icon Options


Chat Window Changes

The ending and sizing of the chat window has been changed a bit. A new option “Fit to Size” has been added which will adjust the size of your chat window automatically based on options selected, banners/logo used and more. This option is selected automatically when you are setting up your options, but can be disabled. You’ll notice some other changes here:

Style – Right now only Pop Up is available but we’ll soon be adding Embedded Chat Widget and possibly more types in early 2013!

Layout – The options for Pop Up are Standard and Mini layouts with a possible 3rd option coming soon. The sizes of the different layouts are easily displayed in pixels for both options as well.

Find this option under Setup > Design Customization > Chat Window

Chat Window Options

Chat Window - Fit to Size

At the end of the chat on a visitor’s side post-chat options have been made more prominent – email transcript and operator rating. Check it out below:

Chat Window End

Chat Window


And, finally, Happy New Year to all, wherever you may be!

Improved Canned Messages, New Offline Settings, Print Chat & Translation Stats

Written by: Categories: Features,News
November 26th, 2012

On Friday of last week, we posted some pretty significant to updates to OCC, with some further refinement this week:

Print Chat

This is a new feature for visitors to your website requesting a chat. Directly from the chat window, visitors can print a transcript of the chat they’re having with you or your operators. The Print Chat option is automatically enabled for accounts but can be disabled from your Account Dashboard under Setup > Basic Settings > Global Account Settings

Check out the look of the new button below

Print Chat Transcript

Offline Settings – Hide Icon & Disable Offline Messages

We added 2 more Offline Settings that were highly requested by our users. Both of these options are for Premium & Enterprise users only and can be found in your Account Dashboard under Setup > Basic Settings > Offline Settings

Each of these settings is definable per department/website like most of the other features within OCC:

Disable offline messages but do not hide chat icon – When all your operators are either hidden or offline, this option will show your offline icon but will disable offline messages. It is a setting we had before but it was not able to be set per department.

Hide live chat icon - When you’re offline, this setting will NOT show your offline icon but will instead completely hide the icon. OCC is still tracking visitors to your site but the icon will not be displayed to visitors.

Offline Settings

Canned Messages – Initial per department and per operator

Canned messages can now be individualized further by having the initial message defined per operator or per department or both!

Find this function in your Account Dashboard under Setup > Messages > Canned Messages

In the example below, if “Send as Initial Message” is selected, you can then choose which department/website and/or operator will use the message as their initial greeting to the chat visitor. The per operator selection will override the department selection.

For example:

1. Message A is set for all departments
2. Message B is set for the OCC department
3. Message C is set for OCC department and Victor
4. Message D is set for all departments and Brandon

All operators will send Message A for all departments except OCC department which sends Message B except if Victor accepts the chat then it is Message C.
If Brandon accepts a chat from any department, he sends Message D.

There are checks for each scenario that will prompt you if a conflict arises. Below is an example of how the initial message setting now looks:

Per Operator Canned Messages

Translation Statistics

And, finally, we added some pretty cool and useful graphs to our Translation Program that displays what percentage of each language we have translated for each portion of OCC for each language.

Translation Statistics