LiveSalesApp End-User Guides

Navigating Around The LiveSalesApp

  • Login to the Live Sales App using the credentials provided to you.
  • On the sidebar, you’ll find buttons that will lead you to different sections of the app:
Startpage
Startpage

Basic homepage of the app.

Chat Archive
Chat Archive

Where you’ll find all the archived messages on your site.

Chats
Chats

Where you’ll find all the active chat conversations on your site.

Operators
Operators

Where you’ll find the list of current online chat operators for your site.

Tickets
Tickets

Where you’ll find offline messages sent on your site.

Knowledge Base
Knowledge Base

Where you can create and find supplementary documentation for your site (ex. FAQ section).

Visitors
Visitors

Where you’ll see a live view of all the users on your site.

Report
Report

Where you’ll find reports of chat interactions on your site.

Managing Chats

  • Whenever someone sends a chat on the site, operators will receive a notification on the top-right corner of the dashboard.
    Managing Chats
  • From the Chat section, you’ll see the list of active chats waiting to be answered.
    Managing Chats

    Clicking on a chat will bring up the user’s basic information and most recent chat messages on the right side of the dashboard.

    Click “Start Chat” to begin the conversation with the user.

  • Once a chat has been started you will be lead to the conversation section.
  • On the left you will see the conversation between the operator and the user. On the right, you will find additional tabs containing information on your visitor.
    Managing Chats
  • After the conversation has finished, click “Actions” > “Leave Chat” to end the conversation.
    • Details - this tab shows you the visitor’s basic information. You can update the visitor details on the go by clicking the pencil icon to the right of the information.
    • CoBrowse - this tab lets you see the exact page the visitor is viewing.
    • History - this tab shows you the list of pages that the visitor has looked at.
    • Comments - this tab shows you comments that you or other operators may have made throughout your conversation with the visitor. You can add comments by clicking “+ Add Comment”.
    • Chats - this tab shows you past chat history with the visitor.
    • Tickets - this tab shows you past message history from the visitor.
    • Feedbacks - this tab shows you the previous feedback that the visitor has given.
  • After the conversation has finished, click “Actions” > “Leave Chat” to end the conversation.
    Managing Chats

Tags Chat Conversations: Creating A New Tag

Operators can add new tags to chat conversations in real time to help organize conversations.

  • From your chat window, click the “Tags” button.
    Creating A New Tag
  • A pop-up will appear. To create a new tag, simply type it into the search bar at the top, followed by the button. Click “Ok” to save your tag.
    Managing Chats
  • Once a new tag is created, it will automatically be highlighted green and be applied to the conversation. If you do not want the tag to be applied to the conversation, click the tag and it will turn gray, indicating that it will not be applied.

Tags: Tagging On-Going Conversations With Existing Tags

  • From your chat window, click the “Tags” button.
    Conversations With Existing Tags
  • A pop-up will appear. Click the tag you want to apply for that particular conversation. It will turn blue to signify that the tag is active.
  • Click “Ok” to save.

Tags: Tagging Offline Messages/Tickets

  • Navigate to the “Tickets” section of the LSA.
  • Double-click the offline message you would like to tag.
  • On the right column, select the “Tags” tab.
  • Click on the tag you would like to apply and hit “Tags” to save.
  • Click “Ok” to exit.

Tags: Tagging Old Chats

  • Navigate to the "Chat Archive" section of the LSA.
  • Right-click on the chat you would like to tag.
  • From the menu, click "Tags"
  • A pop-up will appear. Click the tag you want to apply for that particular conversation. It will turn blue to signify that the tag is active.
  • Click "Ok" to save.

Canned Responses

Canned responses are pre-populated help desk messages that allow customer support agents to respond quickly to customer issues. A catalog of canned responses can increase a customer success team's efficiency, allowing them to provide more resolutions to more customers, quickly and efficiently.

Canned Responses: Creating Canned Responses

  • Navigate to the Knowledge Base section by clicking the button.
  • Click the "Knowledge Base" folder
  • Click the "Canned Responses" folder. This will show you the list of existing canned responses.
  • To begin creating a new canned response, right click the "Canned Response" folder > "Add" > "Text"
  • Add a title in the "Title" field. Make sure this is something other operators will be able to understand as well.
  • Add your canned response text to the "Text" field.
  • Do not change any settings under the "Settings" tab.
  • You can also add tags to each response by going to the "Tags" tab. Use the steps in this section to set up tags
  • Once you’re happy with your response, click "Ok"

Canned Responses: Editing Canned Responses

  • Navigate to the Knowledge Base section by clicking the button.
  • Click the "Knowledge Base" folder.
  • Click the "Canned Responses" folder. This will show you the list of existing canned responses. You can preview the content of your existing responses by viewing the pane on the right of the page.
  • To edit, right click the canned response text you want to edit and click "edit".
  • Apply your changes to the text and click "Ok" once done.
  • To delete, right click the canned response text you want to remove and click "Delete".

Canned Responses: Using Canned Responses In-Chat

  • From the chat window, select the three stacked discs icon: .
  • A new window will pop-up. Select the "Canned Responses" folder.
  • Click the "Canned Responses" older and click the response you want to use in your conversation.
  • Click "Select" to add it to the chat.
  • Hit "Send" to respond.
    Creating A New Tag

Managing Messages

Whenever operators are offline, visitors can send messages from the site instead.

  • To see the messages, navigate to the “Tickets” section.
  • To read a message, simply click on it and a preview will be shown on the right.
  • To see the user’s full details and message, double-click on the message or right-click and select “Open Ticket”. Here you will find their email address and other details. Alternatively, you can scroll right to see the other information columns.
  • You can organize your messages better by right clicking on an item and clicking “Status” and selecting the appropriate status for the conversation:
    Managing Chats
    Managing Chats

Visitors Section

The visitors section lets you see a list of all the active visitors on your site and tells you their location, the page they are viewing, the number of browsers they are viewing your site on, and if they filled out the form from a previous chat conversation, they will also have their First Name, Last Name, and Email address information available.

  • Double click on a specific record to see the user’s full details.
  • You can also proactively start a conversation with a visitor by right clicking on their record and selecting either “Chat Invitation” which will send them a message inviting them to chat or “Start Chat” to begin the conversation immediately.

User Installation Guides

See how easy it is to connect the LiveSalesApp chat to your favorite eCommerce platforms and CMS.

Magento 1.x - 2.x

Adding LiveSalesApp Live Chat Button directly to Magento 1.x

To integrate LiveSalesApp with your Magento-1.x-based website, please follow the steps below:

  1. Access your Magento Backend / Administration Panel.
  2. Locate the Miscellaneous HTML box under System -> Configuration -> General -> Design -> Footer.
  3. Generate the LiveSalesApp installation code.
  4. Copy the code and paste it directly in the Miscellaneous HTML box and save the data.
  5. Make sure to refresh Magento's cache in full under System -> Cache Management.
  6. The chat button will now appear when you reload your website.

Adding LiveSalesApp Live Chat Button directly to Magento 2.x

  1. Install by copying code
    1. To get started, download Live Sales App extension package from Github.
      https://git.scigsi.com/[livesalesapp]
    2. Download SFTP clients, we recommend clients: FileZilla, WinSCP and connect to your server.
    3. Unzip extension package and upload them into Magento root directory.
    4. To complete the installation process, we need to run the following command lines:
      php bin/magento setup:upgrade
      php bin/magento setup:static-content:deploy
      php bin/magento cache:flush
  2. Install via Composer
    1. Use any SSH client to connect to your server and navigate to the Magento root directory.
    2. Run the following command:
      composer require sci5/[livesalesapp]
      php bin/magento setup:upgrade
      php bin/magento setup:static-content:deploy
      php bin/magento cache:flush
  3. Configuration
    1. Access your Magento Backend / Administration Panel.
    2. Navigate to Stores -> SCI Global Extensions -> Live Sales App.
    3. Enable Live Sales App under General
    4. Under Settings, input your host and Live Sales App license key.
    5. Hit Save.
Wordpress

Adding LiveSalesApp Live Chat Button directly to Wordpress

To integrate LiveSalesApp Live Chat system with your Wordpress-based website, please follow the steps below:

  1. Access your Wordpress files via FTP or Cpanel File manager.
  2. Open there Wordpress / wp-content / themes / Your theme name folder, in our example the "twenty fifteen" theme is used.
  3. Open footer.php file located in this folder.
  4. Generate the LiveSalesApp installation code.
  5. Copy the code and insert it to the footer.php before closing < /body > tag.
  6. Save your changes and upload your updated footer.php file to your FTP or Cpanel.
  7. The chat button will now appear when you reload your website.
Odoo

Adding LiveSalesApp Live Chat Button directly to Odoo

To integrate LiveSalesApp Live Chat system with your Odoo-based website,
please follow the steps below:

  1. Download and Install the live_sales_app module.
  2. Go to General Settings and Enter the lsa client uri and lsa client id.
  3. Generate the LiveSalesApp installation code.
  4. Once done, click Save.
Google Tag Manager (GTM)

Please follow the steps below:

  1. Go to https://tagmanager.google.com and Login using your google account.
  2. Create a new Account and Setup Container.
  3. Create a new trigger point in Workspace > Triggers.
  4. Choose the trigger type (Window Loaded) and hit Save.
  5. Next create a new tag in Workspace > Tags.
  6. Choose a tag type (Custom HTML).
  7. Insert the LSA html script.
  8. Select the trigger that you have just created.
  9. Click Save and make sure to Submit.
Custom Website

Adding LiveSalesApp Live Chat Button directly to Odoo

Please paste the code snippet of the Live Chat Button / Visitor Monitoring HTML script into your web page source code and upload the updated page to your web server.

The code must be placed before closing < /body >tag.