Help Desk Software - 'Callback request' Feature of DiamondChat

Request A Callback

The DiamondChat Request a Call is an effective tool which helps you maintain better customer relationship. Request a Call feature of DiamondChat Live Chat Software is provided to accept call requests from website visitors. It is an option for the website visitors to ask the webmaster/web site operator to call them at their desired time and place.

Once a visitor requests a call by clicking on the Request a Call button installed on the website, the operator is notified about it in the DiamondChat operator panel, by email and mobile text message(SMS). The operator panel reports the location details of every visitor which include Country, State/Province, City, Zip Code and Area Code. The operator panel also shows the summary statistics of requested calls which is updated every 15 seconds.

Sample "Request a Call" buttons:

Installing Request a Call

The process of installing Request a Call function is very easy. From "Customize Request a Call" screen found in Administration Panel of DiamondChat account click on "Save/Get Button" button on the bottom of the screen. You will be redirected to a page with a block of HTML code. Just copy the short HTML code and paste it in your webpage's HTML code, in the place where you would like "Request a Call" button to appear; the function will be installed.

Using Request a Call feature

When a visitor to a website wishes to Request a Call from a web site support operator he/she should click on the Request a Call button/link on the website.

On clicking the button the Request a Call Visitor Screen will appear. The visitor should enter his/her Name, Area Code, Phone Number, Message and When to Call at the respective fields. All the fields are required, except for the Area Code.

After the details are entered the visitor must click on the Submit button to confirm his request.

A notification will be sent to the operator in the operator’s panel of the website.

Request a Call Notification

Once a visitor enters the details and clicks on the Submit button a notification will appear under the "Requested Calls" tab in the operator panel. In addition, notification for the Call Request will be sent via email and/or SMS text message if chosen to the web site operator/agent.

Managing Request a Call Settings

Request a Call Settings can be managed from the Administration Panel of DiamondChat account.

To customize Request a Call Visitor Screen and Request a Call notifications settings in the Operator Panel, click on the "Customize Request a Call" link in the Administration Panel. The Customize Request a Call Screen will appear where you will find options to manage these two functionalities.

On the Request a Call Visitor Screen, the labels for different fields, text appearing on the “Request a Call” button, values in the When to Call drop down menu, and values in the Country drop down menu can be customized.

There are various options that allow you to customize the Request a Call Visitor Screen and the Request a Call notifications settings.

· Supported Countries – It allows the operator to enlist the countries where the website provides Request a Call facility. The list will appear in the Country drop down menu on the Request a Call Visitor Screen and will be visible to the visitor. The visitor will select a country from the Country drop down menu.

· When to Call – A “When to Call” drop down menu is available on the Request a Call Visitor Screen. A website visitor will select his/her preferred time from the values available in the drop down menu when he/she would like to be called up. By default, “10 Min”, “30 Min”, “Anytime” and “ASAP” are provided in the list.

· General Message – It allows the website owner to customize the labels on the Request a Call Visitor Screen, such as Name Label, Country Label, Area Code Label, Phone Number Label, When to Call Label, Message Label and Button Label. A visitor will see the messages on the respective fields in Request a Call Visitor Screen.

· Email to/ Text Message to – These values allow the webmaster to opt for additional modes of receiving Call Request notification. Selecting one or both the options will allow the webmaster to receive notification in email account and/or wireless device.

Save Settings – Once the account administrator has selected the values of different options, they can be saved by clicking the Save Setting button.

Restore Defaults – On clicking this button the account administrator can restore the default values of the Request a Call Customization screen and revert the screen to the default layout and restore default notification options.

Managing Call Requests

The operator can manage Call Request directly from the Operators panel - Requested Calls screen.

The operator selects the "Requested Calls" tab in the Operator Panel to view the history of Requested Calls. On clicking the "Requested Calls" tab a grid will appear where the operator will see the list of the last 50 Call Requests ordered by call status ("Open" calls first).

A Call Request may have an "Open" or "Closed" status.

An "Open" status is the Call Request entered by a visitor which has not yet received a call from the web site operator.

The operator may or may not accept Open call requests.

After a Call Request is submitted by a visitor it is beign assigned "Not Accepted” status.

When an operator selects an "Not Accepted" Call Request, an “Accept Call” button will appear in the Requested Call Info panel.

When an operator accepts a Call Request, the call is assigned to this operator and could not be edited by other operators under the account. Other operators have "Read-Only" access to this call and only Operators who this call is assigned to can change its status.

The Requested Call Info panel contains the details of a Call Request which include Name, Country, Area Code, Phone Number, Request Time, Call Deadline, Message, Call Notes, Accepted By, Call Status, and Status Time.

Accepting the Call Request will allow the operator to update the Call Notes. If an operator accepts a Call Request, he/she may update the Call Notes repeatedly until the Call Request status is changed to "Closed".

An operator accessing a closed or accepted Call Request from the grid has “read only” access to Requested Call Info.