Main interface components

The Main Interface is separated into 8 main areas.

1) Top Menu bar (this is the horizontal menu bar with all the controls of the software)

2) List of Chats grid (here are the chat sessions currently ongoing in the account)

3) List of Visitors grid (here is the real-time list of visitors browsing the website(s) of the account owner at any given time)

4) List of Operators grid (here is the operator chatroom where chat agents can chat in between themselves)

5) Chat transcript area (this is the area where the ongoing chat sessions take place on the right hand side of the screen)

6) Canned messages area (you can pick ready made responses to send to the visitor(s) during a live chat session)

7) Typing area (here is where you as the chat operator has to input the text and send to the visitor(s)

8) Todo Taskbar (Click this bar to open the To do Task Manager)

In this topic:

  Overview

  Main elements

  Monitoring elements

  Chat elements

Overview

Promptchat was developed for ease of use. When you look at the main interface you will see that everything that is required for efficient live chat operation is directly available on the main screen without having to go through additional dialogue boxes or windows.

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Main elements

See below image for the main top level menu elements;

Session menu item

You can login to your account using the Connection menuitem under Session.

Here you can enter your:

- Account name

- Operator name

- Operator password

Note:

Tick the "remember my credentials" box and the software will automatically log in to the account when you switch on the PC.

Configuration menu item

The configuration menu allows you to configure audio-visual alerts, set proxy settings, set the operator picture and corresponding Email address for Todo task notifications. It has 2x submenus:

Options

The options menu offers the settings for configuring the audio-visual alerts in the software, proxy settings in case you connect to the internet via a proxy server and the autostart feature.

Settings

In the Settings menuitem you can set

- the operator picture which will appear in the chatbox in front of the web visitor

- a nickname (usually your name or department name)

- your email address where the system will send messages to (such as todo tasks assigned to you)

Reports menu item

In the reports menu you can access;

- detailed chat statistics broken down per day/domain/campaign/department/chat category/costs and export these to a pdf file for the specified time interval.

- all historic chat transcripts which are automatically archived and can be browsed by calendar day.

- the global Promptchat server statistics which is automatically updated every 15 minutes.

Chat statistics

Chat statistics can be broken down per day/domain/campaign/department/chat category/costs and export these to a pdf file for the specified time interval.

Historic chats

Here you can browse through all historic chat transcripts by clandear day. These are automatically archived and can be accessed by any operator with administrative rights to the account. Users without administrative rights will only see their own chat transcripts.

Global server statistics

The global Promptchat server statistics gets automatically updated every 15 minutes and provides the following information of your server:

Help menu item

You can access the Help system by clicking this link.

The Help system is a work in progress and if you want to contribute feel free to get in touch - we give away free of chrge licenses for translators who help making Promptchat better.

Language menu item

The default language is english and using this menu you can pick other additionally available languages.

At present the following translations are available: French, Dutch, Hungarian, Italian.

Please contact us if you don't see your language here. We might just be working on it already and can send you new language files.

Administration menu item

The Administration menu covers all the setup of the chat account.

This menu is only available to users with Administrative priviledge.

Here you can manage: chat agents, chatbox configurations, customize chatboxes, create chat campaigns, prepare PPC style rotating offers under the chatbox, create departments, set chat budgets, create chat categories and canned responses.

Operators

Here you can create new Operators, manage existing ones and suspend or delete them. The number in the left hand upper corner of the window will show you the number of operators available on your account.

Configurations

You can have up to 50 different configurations per Promptchat account. Since you can use a single Promptchat account to chat on umlimited number of websites, you will want to have a different configuration for every website. This is only required should you want to have different pictures and style of chatbox on these websites. Naturally, you can use a single configuration on all the domains in the account. The most common reason why Promptchat owners will want to have a different configuration per website is the use of multiple languages; ie: even though the Propmtchat operator is multilingual, you will want to have a spanish chatbox on a spanish website and an english chatbox on n english domain. etc...

Chatboxes

You can have up to 50 different chatboxes per Promptchat account. Since you can use a single Promptchat account to chat on umlimited number of websites, you might want to have a different looking chatbox for every website. This is only required should you want to have different colour and chatbox operation mode on these websites. For example display different advertisements under each chatbox. Naturally, you can use a single chatbox on all the domains in the account. The most common reason why Promptchat owners will want to have a different chatbox per website is the use of different colours and the auto-open mode. You might want to automatically invite every web visitor after a preset time interval they have spent on the site.

Campaigns

Live Online Campaign tracking

Create Promptchat campaign codes and add them to the landing page of your online advertisement whether that be PPC, banner ad or email campaign etc… Promptchat will show you which campaign generated each visitor.

In a second step you can prepare a personalized chatbox for each campaign. See Chatboxes

Offers

Chatbox Specific Rotating Adverts

Easy to Add

Creating rotating PPC style adverts in Promptchat is a breeze. Simply assign these “offers” to any of your chatbox(es).

Pictures, Text, Hyperlinks

You are free to display text links with images, affiliate banners, news or promotions in a prime area under the chatbox.

Diplay Before / After Chat Session

You choose where and when you want this “offers field” to appear under the chatbox. For instance you will display them only before or after an active chat session.

Budget Settings

Balance Notifications

Account owners and system administrators receive automatic balance Email notifications when credit balance of an account reaches 50%, 80% and when it is used up. Email address entered here will receive chat transcripts as and when these are categorized in their relevant department.

Departments

Create departments so that upon fiinishing a chat session you can have the chat transcript automatically emailed to the department's preset email address. Also helps with understanding the live chat performance of your website when looking at the statistics at the end of the month.

Categories

Categorize chat sessions to help you better understand the effectivenmess of live chat on your website. Each category chat can have a price associated to it. See the Department section for more on this.

Canned Responses

Ready Made Canned Responses!

Canned responses can be stored, so instead of typing the same answer repeatedly or pasting from some other resource, the operator can insert a canned response triggered by auto prediction rules.

Chat agents can also store domain and language specific canned responses per account.

Availabel for chat

Untick this box in the top right corner of the GUI when you step away from your computer. The account will switch to offline mode unless there is another operator logged in.

Splitter

The splitter bar is used to open the Todo Task manager interface. Click the blue bar and the Todo Task manager opens;

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Monitoring elements

The monitoring elements of the software serve the purpose of providing real time information about the traffic on your website and how these visitors use your website.

Chats grid

On the left hand side top you will find the chats grid which shows the currently ongoing live chat sessions with visitors on ther website. You can have multiple ongoing live chat sessions with website visitors and click to activate which one you want to chat with.

Chats configuration

Use the Chat Configuration button to pick which details you want to display in the chats grid. Tick the box to display:

- name (chat unique ID)

- visitor (Visitor's name or IP address with GEO location)

- operator (chat agent handling the visitor)

- creation time (beginning of the chat session)

Show all chats

Click this icon in the middle bar to show all live chat sessions in the system (not only yours - but all operators' chat sessions)

Visitors grid

The List of visitors grid will show a real time list of your website(s) visitors and related information about them such as their Geographical location (Country, City), IP address, strength of their internet signal, Status - wheather these visitors are in browsing mode or not, Duration of their stay on your website, mouse, keyboard, scrolling activity, current location on the website, referral page, search keyword, sending campaign (when campaign feature is set), state of the chatbox in front of them (opoen or closed) and their contact email address (if you require them to fill it in before they are allowed to initiate a chat session with you).

You can freely rearrange these columns as you wish in order of importance, alternatively choose to not display these details at all.

Visitors configuration

The List of Visitors Grid can be cofigured using the "Config" button as shown below. Simply untick the information you do not require to be present in the software.

Waiting for visitor

When you click this icon in the middle bar you will see website visitors who are in a chat session with you.

Waiting for operator

When you click this icon in the middle bar you will see website visitors who requested a chat on your website and are now waiting to be picked up by an available chat agent.

Visitors in session with me

When you click this icon in the middle bar you will see website visitors who are currently in a live chat session with you.

Visitors in session with others

When you click this icon in the middle bar you will see website visitors who are currently in a live chat session with other online chat operators.

Leaving a messages

When you click this icon in the middle bar you will see website visitors who are in the proces of leaving a message through the chatbox.

Operators grid

The operators grid shows a list of the Online and Offline chat operators associated to the account you are currently logged into. You can initiate chat sessions with each other (one to one or use it as a chatroom) from this grid.

Operators configuration

You can configure what you want to see in the Operator grid.

Options available: Picture of operator, availability, access level and initiate a chat session.

Online operators

Online operators are marked with the following icon next to their picture (if any)

Offline operators

Offline operators are arked with the following grey mark next to their picture (if any uploaded next to their name)

Show Idle Visitors

When you click the icon below in the middle bar, you will only see website visitors who are idle on your website.

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Chat elements

Chatting elements are all positioned on the right hand side of the interface. See below:

Add operator

Add additional chat operators to ongoing chats by the "Add operator" button. Multiple operators can chat with the same visitor.

Leave the chat

When you are finished with a live chat session, you can categorize the chat into a chat category which you should have preset on the account and put it in the relevant department. Each department has its own Email address and all chat transcripts will be emailed to the department. Also upon "leaving the chat" will it disappear from the Chats grid.

Category

You can categorize each chat session so that you can prepare accurate statistics about the type of chat sessions your website attracts. Preset the chat categories in the Administration menu. Pick from the drop down menu the category you wish to associate the chat with based on its contents.

Department

You can put each chat session in a department and have the chat transcript automatically emailed to this department. Preset the departments in the Administration menu. Pick from the drop down menu the department you wish to send the chat to based on its contents.

Popup state

The Popup State shows the chat operator whether the chatbox is open or closed in front of the website visitor.

Open popup

The chat operator can force open the chatbox in front of the site visitor even if this was closed by the visitor earlier.

Chat box

The Chat box conains the chat session transcripts during a live chat session with a visitor.

Canned domain

You can prepare canned messages for individul domains on the account you are logged into. These canned messages will only be available for the domain they have been asigned to. Also, the system will know which domain the visitor you are chatting with is on and will offer the corresponding canned messages for sending to the visitor.

Canned language

You can prepare canned messages not only per domain but per language as well. For instance your visitor is on a spanish language website, ie. the chat operator will have the opportunity to pick from french canned messages only.

Canned message

Canned messages are commonly used responses to questions asked by web visitors. Canned messages can be prepared on the fly or in advance. Administrator privileges are required to add and edit canned messages. to an account. Predictive canned message system will autosuggest a canned response when the system recognize you begin a sentence with one of the canned responses.

Message box

The message box is where the chat operators type the text they want to send across to the website visitor. Activate the messagebox by clicking in it and begin typing. Use the Send button or "Enter" on your keyboard to send the message over to the web visitor.

Send

Send your message over to the chatbox in front of the website visitor by clicking on the Send button (or Press ENTER on your keyboard).

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