 123 Live Help Chat Software FAQ | General Questions: | 1. What is 123 Live Help Chat Software?
A: 123 Live Help Chat Software is a web-based live support software designed for sales representatives or live support staff to engage in one-to-one chat with web site visitors. It offers both hosting service & software license. It is implemented with a Java server and a Flash client. Chatting with multiple people at once is supported. Visitors may be queued until a live supporter is available for chatting. A chat may be transferred from one supporter to another. Frequently used responses can be predefined for quick use.And also statistics analysis function and marketing features are availiable.
2. Who can use 123 Live Help Chat Software?
A: 123 Live Help Chat Software builds communication platform in your website, on which your staff members can deliver customers technical support and service in both pre-sales and post-sales activities, which increases your sales and customer satisfaction. It's suitable for business of any size because different number of staff seats can be purchased and activated.
3. What is called a "Seat"?
A: The concurrent connection limit of Staff Client is called seat. For example, if you have 9 staff members, they work in 3 shift, and for every shift there're only 3 staffs working at the same time, so in total you need 3 seats. And because our license comes with one seat included, in that case you only need to order two more seats.
4. Will I get free upgrade?
A: Yes, you will get free upgrade for the first year. If expired, you will be charged 20% of the original license fee each year to extend your subscription, which is $120 for text only buyer, or $320 for text and video package buyer. | | TOP | | Integration Questions: | 1. How to integrate 123 Live Help Chat Software with my web site?
A: A quick tutorial for you>>
2. Can 123 Live Help Chat Software integrate my existing user database?
A: Yes! Basically 123 Live Help Chat Software can integrate any kind of database. The integration method is similar with another product of us: 123 Flash Chat, introduction can be found here.
3.Can users automatically logged in?
A: Yes! If the user is logged into the site, the username and password can be passed automatically to 123 Live Help Chat Software, so that the user does not have to log into the live support software separately. Here're the details of auto-login. | | TOP | | Technical Questions: | 1. Can you install 123 Live Help Chat Software free for me?
A: YES! We can install it free for purchaser on request, without extra charge.
For Windows, pcanywhere or other remote control application account is required;
For Linux, Unix or MAC, telnet or ssh account is required.
We've helped many of our customers with installation. You can monitor our every move once we access your server so you'll have no worries about security issues, and you can rest assured that we won't do anything to impair the operation of your server.
2. How to display "online/offline" button in my webpage?
A: Including following javascript code into your webpage at the proper location will enable the online/offline button there. Details.
3. What version of JDK is needed to run 123 Live Help Chat Server?
A: Since our server adapted the great-performance java.net.nio package, you need JDK 1.4 or above.
We recommend JDK 1.4.2 or above.
But if you're Windows or Linux user, JDK is already included in our download pack, you don't have to install it again.
4. Can 123 Live Help Chat Software be running on a shared hosting server?
A: I'm afraid with a shared hosting, you can't run 123 Live Help Chat Software by your own. you're suggested to purchase a dedicated server, or at least a VDS/VPS. And our live help hosting service is available, also the Free Trial Hosting Service can be applied, details here!
5. Can the department list be skipped?
A: Yes, it can be. No matter how many departments you have, your users can directly access the waiting queue in the specific department without choosing a department first. This is controlled by one parameter in your html code to define the department ID when inserting the Customer Chat Client to webpage.
Sample: client.swf?init_room=3
6. When no staff available, why can't I receive customer's email?
A: You can't receive mail unless setting up your smtp server in " lhserver.xml ". Give it a try!
7. Why my admin window and staff window get stuck and keep loading?
A: 1) Admin window and staff window require flash player 7 or above.
2) Following files and folder must be in the same folder with admin.swf and staff.swf to ensure the loading success:config.xml and lang folder.
3) If still no luck, please offer us live support URL, we'll help you checking the problem. | | TOP | | Customization Questions: | 1. Can you make a skin to fit my site?
A: Yes! Once you've purchased our product, you can write to support@123livehelp.com and leave us your requirements and we'll try our best to make a skin of the Custom Chat Client for you. We charge $100 for extra skin design. (Staff and Admin interface won't be changed.)
2. Can I replace the logo in the Customer Chat Client?
A: Sure, you can replace the logos on all the chat clients, by just replacing 123livehelplogo.swf, which is under directory: <123LiveHelp installed DIR>/html/. Further more, if you want to change the file name, please edit <logo value="123livehelplogo.swf" /> in "config.xml".
3. Can you design a logo for me?
A: No problem! Just give us your requirements in details (color code, font and so on) as much as you can and we'd love to make one for you in 24 hours after your order for software license, without extra charge for logo.
4. Can you develop custom features for me?
A: We'd love to. please contact sales@123livehelp.com, we'll give you timeline and quote according to your needs, we charge extra developing fee by hour ($100 per hour).
5. Can I change the size of the Customer Chat Client?
A: Yes, Customer Chat Client is resizable, changing width and height in html code could change the size flexibly. You don't even have to maitain the aspect ratio.
6. Is 123 Live Help Chat Software multilingual support?
A: Yes. So far 123 Live Help Chat Software only supports English and Simplifed Chinese and can display relative language when your OS is using English or Chinese. Basically the interface language of it is controller by an xml file, you can easily translate it to your own language.
- Edit the Specific Language
Just open the xml files in this folder: <123LiveHelp installed DIR>/html/lang/"language_en.xml"respectively in four sub folders: admin, client, shared and staff.
Open each "language_en.xml" using NOTEPAD, then translate all the phrases or sentences in "" to your language.when done, "save as", choose "save as type" -> all files, "encoding" -> UTF-8 , save as language_**.xml, (** represents your country's official short name. ) then put this file into relevant sub folders under directory: <123LiveHelp installed DIR>/html/lang/
When four "language_en.xml" are translated, you can save them as language_**.xml.
- Change Language Setting
The language setting is controlled by an xml file, if in 123 Live Help Chat Software 1.x, that's "client.xml", if in 123 Live Help Chat Software 2.x, that's "config.xml".
Take "config.xml" for example, edit <123LiveHelp installed DIR>/html/config.xml, find: <language value="*" />,change the value to your country's short name *. For example: <language value = "en" />
Now you gotta a local interface of 123 Live Help Chat Software.
When you're done, please send to us, we'll appreciate your help and share it with other users. | | TOP | |
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