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Live Chat Features
Embed or popup chat window
Embed the chat window on your webpage or open a new popup window when the chat icon is clicked.
Emoticons
Add additional expressiveness with emoticons of ecstatic, happy, thumbs up and more.
Waiting queue
Place new chat requests in the "Waiting Queue" when department operators are chatting at their max concurrent chat sessions. The max concurrent chat session limit (1-10) can be set for each operator.
Tag chat
Categorize chats with tags (example: "sales lead", "follow up").
File upload during a chat session
Upload files during a chat session, GIF, PNG, JPG, JPEG, PDF, ZIP, TAR, TXT, TEXT or CONF formats.
Paste clipboard image to a chat session
Paste and automatically upload the clipboard image to a chat session.
Skip the pre-chat form
Allow visitors to skip the pre-chat form and start a chat session with just a button click.
Transfer chat to another Operator
Transfer the chat and connect the visitor to another operator that can further assist with certain inquiries.
Transfer chat to another Department
Transfer the chat and connect the visitor to another department that can further assist with certain inquiries.
Party "is typing" indicator
Each party (visitor and operator) is notified when the other is typing a message.
Operator to operator chat
Operators can request chats with one another to relay messages internally.
Canned responses
Faster than typing, create canned responses for quick answers to frequently asked questions.
Chat request routing type for each department
Evenly distribute chat requests with defined order, round robin or simultaneous chat request department routing.
Maximum concurrent chat limit
Set the maximum active chat session limit for each operator (1-10 max). When the operator reaches their max chat limit, set the operator status to Offline or automatically skip the operator for new chat requests.
Chat request loop
Loop the chat request to online operators more then once for certain situations that may require multiple chat routing to ensure the chat request will be serviced.
Automatic chat invitation
Automatically display a chat invitation based on the number of page views and viewing duration on the page.
"Busy" offline message
If operators are not available to accept the chat request, display a custom "Busy" offline message.
View active chats as Setup Admin
Login as the Setup Admin and view current active chats in real-time.
Privacy & GDPR (consent checkbox)
Display a privacy and data policy information and consent checkbox on the chat request window. If policy text is provided, visitors are required to check the checkbox before starting a chat session or sending an offline message.
Traffic Monitor
Website traffic monitor
View your website traffic to gather traffic trends and various traffic activity reports.
Visitor information
View refer URL, browser type, footprints and other visitor informations in real-time.
GeoIP Addon
View the country, city and region of an IP address. Google Maps integrtaion also enables viewing of the IP location directly on Google Maps.
Exclude IPs
Exclude internal or company IP from being counted towards the overall footprint report. Excluded IPs are also not visible on the traffic monitor.
Operator chat invitation (Chat Invite)
Operators can proactively send a chat invitation to the website visitor.
Customizations
Upload company logo
Personalize the chat window with your company logo.
Upload online/offline chat icons
Upload custom online/offline chat icons to match your website look and feel.
Visitor chat window themes
Select from many included chat window themes to choose from. Over a dozen theme choices!
Operator console window themes
Each operator can set their operator console window theme.
Create custom themes with help from the Theme Viewer Addon
The Theme Viewer Addon enables quick updated view of the theme during the custom theme creation process. For more information about creating custom theme, please visit the Creating custom themes documentation.
Chat window language pack
Visitor chat request window can be updated to display a language of your choice.
Greeting message for each department
Chat request greeting message ("Welcome to our Live Chat", "To better assist you, please provide the following information.") can be updated for each department created.
Display custom fields on the chat request form
Add additional custom fields on the chat request window. The custom fields and the values provided by the visitor can be viewed by the operator to better assist the website visitor. To learn more, view the documentation.
Operator profile picture
The Setup Admin can customize the operator profile picture and the visibility setting for each operator. Also, the Setup Admin can allow operators to upload their own picture directly from their operator console.
Custom chat end message
After the chat session has ended, display a custom message to the visitor. Each department can have a different chat end message to convey the information you would like to the visitor.
Setup Options
Department options
Every department you create will include various department options specific to the department.
Operator settings
Enable the chat rating, view IPs, traffic monitor and other account settings for each operator.
Hidden departments
Hidden departments can accomplish a tiered level support system. First tier is the front-line support representatives assigned to a visible department ("Customer Support"). Hidden department "Supervisor", "Manager" or "Level 2 Tech" could be the second tier. The front-line representatives can transfer the chat session to the hidden department if the visitor requires an escalated assistance. Hidden departments allow management and supervisors to effectively do their tasks while interacting with selected chats which may require extra attention. More information.
Assign an operator to multiple departments
An operator can be assigned to multiple departments, receiving all chat requests from all the departments. This feature is mainly to prevent an operator from leaving the console open during offline hours. It's to ensure a global offline and logout time.
External URLs
Access an external URL within the operator chat console window. To learn more, view the documentation.
Automatic department offline
Automatically set a department to go offline at a specific time.
Shared canned responses
The Setup Admin can create canned responses that can be shared by all the operators assigned to the department.
Notifications
Sound alerts
Operators can customize their new chat requests and new chat response sound alerts.
Desktop notification
Receive a helpful popup notification box for new chat requests and new chat responses.
Operator console window blink
Enable operator console window to blink for new chat requests and new chat responses.
Mobile SMS alert
Operators can receive mobile SMS alerts for new chat requests.
Reports & Stats
Chat session rating
Rate the level of chat assistance at the end of every chat session.
Chat accepted/declined stats
View chat reports showing performance trends and daily chat activities.
Operator duration online
Tally the total duration the operator has been online with built-in online/offline timecard feature.
Footprint and refer URL
View the visitor page footprints and their refer URL.
Save offline "Leave a message" messages
Offline messages (leave a message) are sent to the department email address and are also saved to the system for reference.
Average time to accept a chat
View the average time an operator takes to accept a chat. This information is saved for each chat session.
Marketing
Campaign Click Tracking
Create campaign tracking code and view the click-through rates. Create as many tracking codes you need for all the URLs you would like to track.
ProAction invite
ProAction Invite can be a custom message to convey call to action to chat, display promotional sale item or direct visitors to a specific URL.
Display an opt-in feature on the chat request window before starting a chat session.
    Features:
  • Customize the message text and values.
  • Display an opt-in option.
  • Set the response to be required or optional.
  • Store the response data.
  • View, download or export the data.
APIs and Integrations
Online/Offline status API
Obtain the online/offline status via an API URL. To learn more, view the documentation.
GeoIP information API
Obtain the GeoIP information of an IP address via an API URL. To learn more, view the documentation.
Custom variable integration
Include your own custom variables to be displayed on the operator console. Set the custom variables using JavaScript or generate the custom variable string to send to the chat request window. To learn more, view the documentation.
Chat Icon JavaScript callbacks
When the chat icon loads, embed chat window opens and other actions, invoke a JavaScript callback function. To learn more, view the documentation.
Contact us if you do not see a feature you are looking for. Additional features can always be included if there is interest. Also, Custom Work is also available for those requiring specific company related live chat features.
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