Using Live Chat For Your Business

The Live Chat feature of DiamondChat PRO software suite is a user friendly and progressive tool that facilitates efficient and effective communication between internet businesses and their customers.

This knowledge base article will outlne basic how-tos of the live chat feature and once read will enable a quick start for the operator.

Visitor Monitoring

Real-time visitor monitoring is one of the most powerful features of DiamondChat Help Desk Software suite. Each visitor to your website is monitored by the software upon arriving to the first page of the website where DiamondChat Live help button code is installed. That's why it is very important to place DiamondChat Live help button HTML code on EVERY page of your website. This will also ensure that DiamondInquirer are producing effective and informative reports tracking the most visited pages of your website, entry/exit points, etc. All visitors to your website are logged and displayed in the main visitors grid in the main operator panel.

It is very important to understand all different icons and status labels used in the main Visitors Grid:

Visitor Statuses:
- Visitor waiting for chat
- Visitor waiting for response
- Operator waiting for response
- Visitor Chatted / Invited
- Visitor has no chatting activity
- Returning Visitor

Visitor Tags:
- Prospect
- Customer
- Frequent Visitor
- Subscriber
- Unwelcome Visitor

The information displayed in the Main Visitors Grid could also be changed per operator's preference:

Show All - Displays Chatting, Browsing and Departed Visitors

Hide Other Operators Activity - Displays only Chatting Visitors assigned to the operator. This view does not show unassigned/new chat sessions and it does not show browsing or departed visitors. This view is set automatically for operators in "Silent" department.

Show Only Chatting - Displays all chatting visitors

Show Only Browsing - Displays Browsing and Chatting visitors, does not show departed visitors.

---

Each visitor is immediately analyzed by the software and all relative information is displayed in the Visitor Info Frame in the main operator panel(see screenshot below)

Visitor information frame displays the following information about each visitor to your website:

Visitor Tag

Visit Time

Current Page the Visitor is On

Page Title

IP Address

Hostname

Country

Region

City

Zip Code

Area Code

Spoken language

Referrer

Search Query(if the visitor is referred by a search engine)

ISP

Browser and Computer Information

Full Visitor Navigation History

In addition Visitor Info frame displays Visitor Notes and Visitor Custom Information if set up in the DiamondChat Live Help HTML code installation.

Proactive Chat Invitations

Proactive Chat Invitations enable operators to invite browsing visitor to chat by sending an invitation message which appears on the visitor's screen following a door bell sound.

To invite a browsing visitor to live chat simply select the visitor in the main visitors grid type a message and click "Send" button(see screenshot below):

A message is displayed on the visitor's computer screen following a door bell sound(see screenshot below)

You can also setup Auto-Invitations to chat on your website to greet and invite each visitor to chat automatically. Auto-Invitations will invite each visitor once every 60 minutes which means that the same visitor will not receive more than one invitation in 60 minutes period. Please review Auto Invitation Guide in this tutorial.

Beginning a Chat Session

Chat session begins when either an operator accepts a new chat request or a visitor accepts a chat invitation sent by an operator.

When visitor clicks on the Live Help button/link installed on your website the visitor is placed in the chat session queue. All operators except operators in "Silent" department are notified via DiamondAlerter and in the main operator panel (if open). The visitor is displayed in the main visitors grid with a status of "Chatting" and a Red icon next to the visitor's host name letting operators know that this visitor is waiting for chat and operator is not currently assigned to the chat session.(see screenshot below)

Clicking on the visitor's row in the grid will prompt the operator with a warning that the chat session is about to be assigned to the operator(see screeshot below)

Choosing the "Ok" button will assign the operator to the chat session and will notify the visitor that he is now chatting with an operator.

It is very important to understand chat session assignment.

Once chat session is assigned to an operator the chat session could be controlled only by the assigned operator and the account administrator. Only the assigned operator or an administrator can transfer the chat session to another operator. Also it is important to remember that the assignment stays active for 24 hours, which means that even after chat session is ended the assignment between the operator and the visitor is not deleted and if visitor comes back and starts another chat session within 24 hours he will be placed into the assigned operator queue if the operator's status is "Online", if the assigned operator is no longer online, the assignment is removed and the chat session is placed into the general chat session queue and becomes open to be accepted by any available operator. If this chat assignment rule is not appropriate for your business and you would like to remove the assignment upon chat session termination please contact support so we can make the change for your account.