Extended Features of the Operator Chat Window
When you are in a conversation with a web visitor, you will be using the operator side chat window illustrated below. The Extended Chat Function Bar is magnified so you can easily see where it is. The chat window you see below is what you, as an operator, will use to have conversations with your web visitors. This window opens whenever you double click on the IP of a visitor, or if a visitor starts a chat with you and you accept the request.
Canned Greetings/Responses
When a conversation first starts, it is wise to greet your visitor immediately. Canned Greetings allow you to control the message which is sent to an operator when a conversation first occurs. The first is during a conversation. You can click on the HI button and it will launch the Canned Greetings window. It looks like this:
You can inject a canned greeting into the beginning of every conversation automatically by first enabling the USE CANNED GREETINGS checkbox. Once enabled, you must then select from one of the greetings available and then click the SET AS DEFAULT GREETING button. Once you do this, that greeting will be transmitted to every customer the moment they enter into a conversation with you.
If you wish to create a new Canned Greeting, go to MENU; select SETTINGS & PREFERENCES; and, select MANAGE CANNED MESSAGES. To edit a greeting, click on the greeting you wish to edit and then type in your new greeting. It will automatically save your change(s). If you wish to delete a canned greeting, first select the greeting you wish to delete and then click on the DELETE button (a button with a red X).
View Text Log
When you click on the Show Chat Text Log icon, it will open a simple, ASCII-based file within the ChatStat browser which will show you the entire conversation you just had with the visitor with whom you are speaking.
This is an example of a sample text log.
Notice how it combines both web and operator into chronological order and is easy to copy to your Windows clipboard.
Note: This feature works even if the conversation has ended.
Print
The print icon will send the current text log to the default local printer.
Geo-Locate
The Geo-Locator button will open a visual map and pinpoint the general location of the web visitor. Note that due to the latency of trace routes, some delays may occur while you wait for this page to load. It can take from 3-10 seconds to load.
The Geo-Locator tool allows you to see the general location of the web visitor.
Within the map itself, use the slider bar to zoom in and out on the visitor location. Use the MAP, SATELLITE and HYBRID views to change the map type from vector to bitmapping, or a hybrid of both. View the light yellow area to the left of the map to get more detailed information.
NOTE: This FREE service is provided by our friends at GEOIPTOOL.COM!
Transfer
If you are in a conversation, and wish to transfer the chat to another operator, click on the TRANSFER button and the following dialogue will appear:
To initiate a transfer, click on the TRANSFER button and select a target.
If you have do not have multiple website supports, you will only see other operators within your single site. If you are monitoring several sites, then you first select the site name, and then the operator name to whom you would like to direct the transfer.
Change Font
The CHANGE FONT icon allows you to change color of both your font (what you say) and the web visitor’s font (what they say), to a color scheme of your choosing.
Note: The color changes you make here are visible to both the visitor and the operator.
