PHP Live! Live Chat Features

Visitor And Operator Chat Window Themes
There are over a dozen chat window theme choices for the visitor chat and the operator chat console. Each department can have a different theme and each operator can set their own theme just for their console.
Create custom themes to match your website layout. Editing a CSS file and updating images are all that is required. Click here for more information.
Chat Routing Types
There are three chat routing types available: Defined Order, Round-Robin and Simultaneous. Different routing types can be set for different departments. For sales related environments the simultaneous may be an ideal routing type because the chat request is sent to all operators at the same time. First to accept the chat request will be the operator that will service the chat. For skill based environments, the defined order routing type will route the chat in a sequential order each and every time. The round-robin routing type will evenly distribute the chat request to ensure all operators receive the same amount of chats.
Defined Order
The chat request is routed to each operator based on the defined order.
The operator that has not accepted a chat in the longest time will be the first to receive the chat request.
All operators will receive the chat request at the same time.
Pre-Chat Form
Add additional fields to the pre-chat form to gather more information before starting a chat session. Set the fields to be required or optional or choose not to display the pre-chat form at all. You can also set the system to start the chat automatically when the chat icon is clicked, skipping the pre-chat process. Each department can have a different pre-chat setting.
Required or Optional
Pre-chat form fields such as name, email and question can be required, optional or hidden. The ability to skip the pre-chat form is also available.
Custom Fields
Add custom fields to gather additional information from the visitor.
Custom variables can also be sent to the chat request window using JavaScript. JavaScript custom variables will not be visible to the visitor but will be visible to the chat operator. Learn more.
Canned Responses
For answers to common questions, create a canned response for quick response with delay of typing. All operators can create their own private canned responses that are available just for their account. However, the Setup Admin can also create department global canned responses that are available to all operators assigned to the department. The Setup Admin can also preconfigure all the canned responses, categorize them and have it be available to all operators.
Shared Canned Responses
The Setup Admin can create canned responses that are available to all operators assigned to the department.
Global Categories
The Setup Admin can create global canned response categories that are available to all operators assigned to the department.
Transfer Chat
During a chat session, the operator can transfer the chat to another operator or to another department. The operator will be able to see all the available departments and all the operators that are assigned to the departments prior to transferring the chat. If the chat transfer was not accepted by the target operator, the chat will be routed to the leave a message form, similar to a phone call transfer.
Transfer to Operator
An operator can transfer a chat session to another department operator.
Transfer to Department
Rather then selecting an operator, the chat can also be transferred to another department.
Chat Icons
There are three types of chat icon types: image, SVG or text. You will be able to upload custom chat icons, choose an SVG style chat icon or use a text link to launch the chat. Various chat icon positions can also be set: hover or non-hover (static). Multiple links can also be placed on the webpage to launch the chat using a custom class.
Image, SVG or Text
The chat icon can be a custom image, SVG with custom colors or it can be a custom text link.
Popup, Tabbed or Embed
When the chat icon is clicked, the chat window can open as a popup window, tabbed window or embed window on the webpage.
Chat Tags
Chat tags are convenien ways to category chat sessions for quick visual reference or to search chat transcripts based on tags. During a chat session, the operator can select a tag. When the chat session ends, the chat transcript will display the tag next to the transcript information. Unlimited tags can be created.
1. Create tags.
2. Select a tag during chat.
3. View transcripts by tags.
Operator Communication
An operator can request chat with another operator for a one-on-one chat session. Operator to operator chats are also saved to the chat transcripts that will be available to view at anytime. For situations involving multiple operators, create a group chat with up to 6 operators in one chat session. Group chats are also saved to the chat transcripts.
Operator to Operator Chat
An operator can request a chat with another operator.
Operator Group Chat
An operator can create a group chat with up to 5 additional operators.
Operator Message Board
A central message board is available to all operators to exchange ideas, chit-chat or ask for information. The messages that are posted on the message board can be viewed by all operators. If an operator is offline, they will see the messages when they go online.
Chat Whisper
There is a setting "view active chats" that can be set for each operator. If the "view active chats" is enabled, the operator will be able to view active chat sessions and participate in the chat via whisper or direct participation. Whisper messages are not be visible to the visitor.
Whisper to Operator
A supervisor (another operator) can join a chat session and send whispers to the operator.
The operator that receives the whisper can also respond back with the /w slash command (example: /w Ok. I will let them know.) Learn more.
Participate in Chat
A supervisor (another operator) can join a chat session and directly participate in the chat. Participating in a chat will display the message to both the visitor and the operator. Learn more.
Stats and Reports
Total chat requests, total chat accepted and total chat declined stats are available for each department and for each operator. Sort the data by month, day or hour. The chat operator will be able to view their stats only while the Setup Admin can view the entire stats for all operators and departments.
Daily Stats
Total chat requests, total chat accepted and total chat declined stats can be viewed for each day of the month.
Hourly Stats
The daily stats are further drilled down by the hour.
Tips & Tricks
CSS Open Chat
Reference the open chat function using CSS class within the span, div or link.
Tips & Tricks
Custom Variables
Pre-populate the name, email and question or send your custom variables to the chat request window.
Tips & Tricks
Chat Icon Callbacks
Process your custom JavaScript code when the chat icon has loaded, has been clicked and more.
Tips & Tricks
Transcript Action
When the chat session ends, process your custom PHP code to performan your custom actions.
Tips & Tricks
Custom Console
Inject custom code to the operator console to add your custom widgets, actions and more.