1. Can I put “remember my login on this computer”?
Yes, there is a button just under the log in form. But keep in mind that it only works if cookies are enabled. If you’re unsure whether Cookies are enabled on your computer then follow the instructions for your browser.
Internet Explorer, Netscape, Mozilla Firefox, Opera
2. What kind of window do my visitors get to see and chat in?
Click Here to see an example. We have ensured that the visitor can begin chatting immediately without having to fill in any forms. The capability to enter their name and some other details exists but is not required. The visitor is free to fill out that information at any time before, during or after the conversation if they so desire. Our research shows that visitors do not want to bother filling out their personal information just to ask a question.
3. Can I invite some visitor on my website to a chat?
Sure. You can do that anytime. Just click “Invite button next to the appropriate guest" and the chat window will appear on the visitor’s computer.
Tip: it is best to ask them a concrete question when doing this, it will increase the possibilities for acceptance.
For example: May I provide you some pricing details or any other information?.
4. How will I be notified whether the visitor accepts/ does not accept the chat?
You can easily see this when clicking on the tab with the name of the visitor.
5. How will I be notified when new visitor starts chat?
ActiveReception will alert you when a visitor requests a chat. A new tab will appear in the monitor page and will remain red whilst it a response is pending. A sound alert will also notify you.
6. Is the visitor chat window the same as the window of proactive chat invitation?
No. The chat invitation window has different interface skin and functionality compared with the actual chat window.
7. Can I see my chat transcripts?
All chats are automatically saved and available for future retrieval. These can be categorized by departments or operators for quick searches and reference.
8. How can I add more operators?
If you require more operators than you originally subscribed for then you can subscribe for extra seats or, if it is economically more viable, upgrade to the next package. This can be done through logging into ActiveReception through your administrator account. If you require help on adding the operators and configuring them in the administration of the console then please refer to this help file.
9. What is the Traffic Light Escalation system?
In high workload customer service environments it is quite possible that a visitor could become dissatisfied with the level or type of assistance they are receiving from the operator. To give management complete control over these situations a simple status monitor has been implemented using the Green, Amber, Red traffic light system. If an operator feels that a customer service issue is beginning they can change the status to Amber. This will alert the manager who can then follow the conversation more closely in case the conversation gets escalated to them. When the operator feels they can no longer handle the situation and must pass it on to their manager, the status is made Red and the chat transferred.