When a visitor requests a chat a popup message will be sent to all Clients who are monitoring the domain and have their status set to 'On-Line'. The visitor will then appear in the 'Chatting Visitors' list in the Client.
You can start chatting by either clicking the popup itself when it appears or by right-clicking the visitor in the Chatting Visitors list and selecting Start Chatting from the popup menu. The first operator that responds to the visitor will assume control of the chat session.
You can chat to multiple visitors at once, so if another chat request comes in whilst you are chatting to another visitor you can repeat the process. Each chat will be separate in its own window.
Once in a chat session simply type and press Enter to send messages to the visitor. Visitor’s messages will appear as they send them.
The visitors visit detail will be displayed automatically. This shows the visitors location, browser and referrer information along with each page they have viewed. You can refresh this list at any time by clicking the Refresh button.
You can also view the visitor’s previous visits by clicking the Previous Visits button. If the visitor has chatted to you before the Chat History button will be visible. Use this to view previous chats with this visitor.
Click the Canned Responses button to display a menu of pre-defined chat responses. You can add to the list of canned responses as you chat by selecting Add Current Text from the Canned Responses popup menus. You can also pre-define canned responses in the Client Options.
Click the Leave button to leave this chat session. Another Client can then start chatting to the visitor. If the visitor leaves the chat session a message will be displayed: 'Visitor has left the conversation'.
Click the Save button to save the chat to text or HTML (the ClickAndChat.com Server also keeps a copy). Click the Email button to send the chat transcript directly to Microsoft Outlook as a new mail message.
The Block button allows you to forcibly close the chat session at the visitors end. It also stops the visitor from chatting to you again for the rest of the day.
Sending Web Pages To The Visitor
You can send a link to a new page to the visitor. Enter the link in the box and click the Send Link button. The page will open in the visitors current browser window. If the visitor has closed their browser a new browser window will be opened. You can also just type a URL as part of your chat message. The Client will ask you if you want to send the URL as a link. If you don't type the full address the link will be relative to your domain. For example, if your send order.htm the link will be http://{your domain}/order.htm.
You can send any content that can be viewed in a browser. For example, send http://www.mysite.com/offer.gif - will just send a specific image.
Transferring To Another Operator
To transfer a visitor chat to another operator simply leave the chat session (by closing the Chat window or clicking the Leave button). Now send a message to the other operator (by opening a chat session with them via the Other Operators list) and ask them to pick up the visitor. The visitor will not be aware of this process.
