Posts Tagged ‘chat invites’

Automatic Chat Invites – Triggers

Written by: Victor Bilandzic 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

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!

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OCC Windows Updates: Invited Icon, Multi Chats, Ending Chats, Fixes

Written by: Victor Bilandzic Categories: Features,News
December 6th, 2011

Some updates to the OCC Windows Software were officially released today in version 2.0.56.4. Updates to the Mac and Web versions will be released in the next couple weeks.

You can download the latest OCC software for Windows here

Invite Sent Notification

In previous versions, OCC operators had no notification displaying whether a chat invite was sent to a visitor or not. In the Topic column, we added a notification that is global to all operators displaying one of 4 statuses for invites sent:

Auto Invite Sent
Auto Invite Rejected
Manual Invite Sent
Manual Invite Rejected

Manual live chat invite sent

Multiple Chats – Hotkey to Switch Chats & Messaging

A much requested feature has been to add a hotkey to switch between chat tabs when in multiple chats. Now when CTRL+Tab is hit, you will switch between chat tabs. Previously, there was a small bug in disappearing text between chats. Now the message you type in one chat will remain and not disappear when you switch.

live chat hotkeys

Ending Chats: Chat Remains on Screen & Timestamp

Chats now remain on the Operator’s screen after they’ve been ended and even after a visitor has left the website. This is a particularly useful feature that allows operators to review the chat or email the transcript without digging through their live chat history.

Now the End Chat icon changes to Close Chat after the chat has ended. Clicking Close Chat will close the chat window. A timestamp has also been added to the ending chat text.

End Live Chat Close Live Chat

Operators List: Number of Chats Display

The Operators list now displays the number of chats an operator is currently involved in. A simple but useful addition!

Operators List - Number of Chats

Other Minor Updates

Other minor updates worth mentioning include:

  • Language Translation API Update (now works better and supports new languages)
  • Emails coming from the software will now come from the department email address
  • “Came From” in Visitor Information has been changed to “Referring Page”
  • “Came To” in Visitor Information has been changed to “Landing Page”
  • Browsing & Processing Chats (Missed, Offline & History) in Agent improved and sped up
  • Chat Invite pop-up – you’re now able to click away from the chat invite pop-up

You can download the latest OCC software for Windows here

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New Features & Updates – Web Agent: Invites, Canned Messages, Knowledgebase, File Sending

Written by: Victor Bilandzic Categories: Features,Service Status
February 4th, 2010

Some more new updates to the OCC Web Agent have now been uploaded:

1. Custom Invites – Under the Chats menu, we’ve added custom invitations to be sent to site visitors.

2. Timed Invites – Timed invites are also now enabled under the Chats menu.

3. Canned Messages – Your canned messages are also now available within the web agent.

4. Knowledgebase – Your custom knowledgebase articles are also able to be inserted to a chat with a visitor.

5. File Sending – The send file feature now also works to send your visitors files while chatting with them.

We experienced some downtime during this update early this morning around 5 AM PST. We thank the users that notified us and will work to keep our downtime to a minimum or eliminated completely for future updates!

Visit the new OCC Web Agent at: http://www.onlinechatcenters.com/agent

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