LSA Frequently Asked Questions

How to Start a Chat?

To start a chat, an operator can send an invitation or a direct chat to online visitors.

To do that, right click on the visitor then click on "Chat Invitation" or "Start Chat". However, This feature cannot be done outside opening hours.

How can I ban and hide Visitors?

In order to make sure that operators are not been harassed by vicious visitors, LiveSalesApp comes with an integrated filter system.

Operators can block or ban visitors via their IP. To do that, please right click a visitor -> Ban (add filter)

How to use LiveSalesApp real-time visitor monitoring?

LSA’s integrated real-time visitor monitoring feature enables you to instantly see who is on your website. Go to Visitor Monitoring tab -> Visitors Online table (Scroll Right for more information).

How do I use and configure the LiveSalesApp Knowledge Base?

The LiveSalesApp knowledge base store information to support your customer communications. Knowledge Base allows your staff to answer recurring questions in just a few clicks.

The knowledge base can be found on the left side menu of LiveSaleApp. There are four different kinds of entry

  1. Text (which can be formatted and structured using HTML)
  2. Files
  3. Links to web pages
  4. Folders (which are shown to customers as categories when they access the knowledge base externally)

Setting Up Public Access

Access to the public knowledge base (chat window) can be enabled by following this process:

  1. Open an entry that has been created as described above by double clicking on it.
  2. Then switch to the tab Settings.
  3. Go to Public Access and activate This entry will appear in Public Knowledge Base.

Setting Up Chat Bot Access

In order to set up knowledge base entries as a resource for your Chatbot proceed as described in the following:

  1. Open an entry that has been created as described above by double clicking on it.
  2. Then switch to the tab Settings.
  3. Go to Public Access and activate Bots will use this resource (Virtual Assistant).

How can I edit texts, emails and phrases?

You can configure text and emails individually for each Group and for each language. This includes:

  • Welcome Message for Chats
  • Chat Invitation Text
  • Operator and Customer Inactivity auto chat
  • Ticket Information
  • Chat Transcript Email
  • Ticket Autoresponder Email
  • Ticket Operator Reply Email
  • ...

You can change these text under:

User Management -> Groups -> Group -> Languages

How can I edit chat notification sounds?

You can edit Sounds Under Server Configuration -> Sounds

How can I add departments / groups / users / operators?

To add new users and groups, login to LiveSalesApp Operator Console then go to User Management. You ou can create new operators on the first tab and new groups on the second tab.

How can I setup my Email account in LiveSalesApp?

To configure outgoing and incoming email server, Please login to LiveSalesApp Operator Console and go to Server Configuration -> Emails.

How can I use/activate the real-time translation service for chats and tickets?

The real-time translation service is making use of the advanced technology of Google Translate. To activate the translation service please:

  1. Create a Google Translate V2 API Key
  2. The Public API access key type you can create under Credentials within the Google API Console must be Key for server applications with IPs: Any IP allowed.
  3. Please make sure that billing is enabled. The API key will not work until this step is complete.
  4. Enter your Google Translate V2 API key under: Server Configuration -> Translations.

How to setup Office operation Hours?

You can configure opening hours on group level under User Management -> Groups -> Group -> Opening hours. Operators will not receive any chats outside of the chat opening times.

How can I add custom Input fields to LiveSalesApp chat login form?

You can add custom input fields under Server Configuration -> Input Fields.

The following configurations can be made:

  1. Active - Determines if the input is being shown to the users. Please note that pass-thru information of inactive inputs will not be processed.
  2. Cookies - Determines if the value entered is being saved in a cookie on the client side (webbrowser).
  3. Name - Name shown in the column(s) in the Operator Client. The name will never be shown to your website visitor.
  4. Input Type - The HTML Control Type used.
  5. Caption / Title - The title shown to the website visitors.
  6. Info Box - A description shown to your website visitors.
  7. Position - Determines the order in which the inputs are displayed.
  8. Value
    • Textbox / Textbox: value will be used as default
    • CheckBox: no meaning (value will be ignored)
    • ComboBox: value defines the elements shown in the listing, elements must be separated with semicolons (;).
  9. Validation - Validate the user input before granting access to the chat or sending an offline message. This feature requires you to provide an interface (accessible via HTTP (GET-) Request) that validates the information and returns the result to the LiveSalesApp WebClient.