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General
Chat Application
Operator Console
Joomla Plugin
Billing
Answers
General
What is PresenceSpace?
PresenceSpace is an instant messaging service that can be integrated with websites to provide live support to visitors.
How can I integrate Live Support into my website?
A small HTML script is generated based on your settings. You can configure these settings in the Settings menu option. Then include the script into every page where the Live Support option will be enabled.
How my operators interact with clients?
There is an Operator Console application which you can download from the Downloads page.
Chat Application
Do my visitors need to setup a browser plugin in order to use the chat application?
No, your visitors do not have to perform any setup. The chat application is 100% HTML application and will run on most modern browsers. See below for a list of supported browsers.
Which browsers are supported by the chat application?
The chat application has been tested and known to work well on the following browsers:
How is the language in the chat application selected?
The chat application has been translated to several languages. In order to serve individual visitors best, the chat application selects the best language match based on the visitor's browser preferred language setting.
The visitor is presented with a version of the chat application is her language provided that her language is in the list of languages you support in your account. You can update the list of supported languages in the Settings page. The visitor will be assigned to an operator who speaks the language. The set of languages that an operator speaks can be set in the Operators page. If such an operator does not exist or is not available, then the system searches for an operator that speaks the default language. The default language can be set in the Settings page. If no such operator exists, the visitor is prompted to leave a message. It is good practice to set English as the default language and include the default language to at least one operator, in order to allow visitors with unsupported languages to reach a live assistant. I have changed the company logo or an operator's thumbnail or the live chat button images but the change does not appear in my website or the chat application.
The system aggressively caches settings to achieve superior performance. Amongst the settings that are cached are:
Operator Console
In which platform the Operator Console runs?
The Operator Console runs on most platforms where Java is supported. This includes Windows 98/2000/XP/Vista, and Linux. A Mac OS X version is in our roadmap. You either need to install the Java Runtime (JRE) or you can use a version of the Operator Console that comes integrated with the Java Runtime.
Is there a limit on the number of visitors an operator can handle?
No there's no such limit. A single operator can serve as many visitors as she can chat with concurrently. However the system makes every effort to distribute visitors evenly among available operators.
How can an operator start serving visitors?
The operator has to log into the Operator Console. Furthermore its presence status has to be set to available. A user's presence is automatically updated based on her activity on her PC (e.g. keyboard or mouse events) or it can be set explicitly.
What happens with visitors when no operator is available?
When no operator is available either because it is away, offline or busy, the visitor is prompted to leave a message which is received by the control panel administrator at her e-mail address. If a custom offline URL has been configured in the settings, the visitor is forwarded to that page instead.
Is it possible to transfer a visitor that is served by an operator to another operator?
Yes, transferring a visitor among operators is supported.
Is the Operator Console firewall friendly?
The Operator Console is mostly firewall friendly. The firewall must allow outgoing traffic to HTTP(80), HTTPS(443) and XMPP(5222).
Joomla Plugin
Which versions of Joomla are supported?
The Joomla PresenceSpace plugin has been tested and works on:
What is the functionality of the Joomla module?
The Joomla module will inject the Javascript integration script into your Joomla web page and also add a live chat button in that page. Thus the module automates the integration procedure. This procedure needs to be done manually for non-Joomla sites.
Why has the Joomla PresenceSpace component been discontinued?
The Joomla PresenceSpace component was replicating the functionality of the administration portal. As the functionality of the portal became increasingly complicated, and focus shifted on new features it became impractical to maintain both branches.
Billing
When is my credit card charged?
Your credit card is charged only when you place an order explicitly. We do not currently support recurring billing.
Can I try the service for free?
Yes. When you sign up, you're entitled a trial period of 14 days. During the trial period, you can create a maximum of 2 live support operators at no cost. After the trial period, you will be asked to upgrade your account to normal status.
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