(HOW-TO) Enable The CallBack/Chat Features
This is what it looks like when you have the CALLBACK SYSTEM turned on. When you click on the NETWORK SOLUTIONS LIVE CHAT BUTTON, instead of going to chat, this window is displayed first. It forces the web visitor to pick between a callback request or a live chat. This will solve the issue you are having with customers starting chats and asking for an instant callback.
Additionally, we recommend editing the CANNED GREETINGS so they inform customers that in order to get a callback, they must call the 800-number, or request a callback as shown above. This keeps the line steady.
To enable the feature which forces the customer to enter a chat or to request a callback, please follow these instructions:
- As an administrator, log into ChatStat.
- Open the Feature on Demand (FOD) control panel by clicking on the FEATURES button at the top of the main ChatStat client.
- After the FOD screen has opened, click on the Callback System with Skype button.
- Once you are in the configuration area, look for a menu like this:
- Set the feature to MANUAL CALLBACK and then click the X button in the top right corner to exit and save. You're done.
If you go to your own site at this time, you'll see it now forces the customer to pick if they want a callback or to converse prior to being able to start a chat. If they decide to leave a callback request, the request will appear right away inside the CALLBACK CENTER within ChatStat to all applicable operators. Whomever right clicks on that message gets it.
