Tutorial for Staff

123LiveHelp 3.0

In 123LiveHelp, staff members have a unique panel to offer live help and support to website visitors and customers. (The default entrance page is named: staff.html.)

There are following parts in this panel:

•  Top Menu

•  User List

•  User Information

•  Predefined Messages

•  Information (log)

•  Chat Window

•  Top Menu

There are five graphic icons behind the staff name in the top menu.

•  The first human icon is not clickable, it is followed with the ID of the current staff.

•  Options: Customize staff interface, sound setting, here is the place for you to change the staff password if needed.

•  Search: Staff can search chat transcripts by customer name, staff name, department, in a date range or search by specific keywords (new!), and each related session will be saved in one HTML page. The chat history is protected and can't be read accessing from other IP.

•  Help: Link to the tutorial of the 123LiveHelp. (You're reading it now!)

•  About: software name, version and copyright.

•  Logout: staff log out.

The departments that the staff belongs to and current time are displayed below the icons.

•  User List

The userlist is located at top left of the panel, including the following information: user name, login time, status(waiting, talking, staff lost connection, or disconnected).

There are four types of waiting customer, indicating by the background colors according to how long they have been waiting in the queue, from short to long, the background color would change from white, blue, orange to red.

•  User Information

Click a user from the user list, three buttons are available in the user info panel: Pick up, Kick, Ban. "Pick up" or double click the username to establish a private chat window with this user. Two more useful buttons become activated: "Transfer" and "Remark". Use the first button to transfer one customer from one staff to another staff, use the second to add more details for current customer for future reference.

It also displays extensive user information including: customer name, question, department, IP, country, origin URL, login time and current status.

•  Predefined Messages

Define frequent messages in this panel to save time in chatting. Click the folder name and then enter the content in the input field to add entry in the folder, click the "new folder" icon to create new folder. Double click on each sentence to launch it.

•  Information (log)

It showes the latest activities in current department.

•  Chat Window

The one-to-one private messages between staff and customer can be managed in this panel.

•  Window Control

Private messages (PM) can be maximized(to full panel), minimized(to be just a small tag in the bottom list), restored to original size or closed. By default it is maximized. Meanwhile, the PM windows can also be dragged to expected position.

There are two ways to activate a PM window to front: click its top blue bar, or choose the specific small tag in the bottom PM management panel.

•  Tips

When staff is chatting with customer A and if new message comes from customer B in an inactive window, the small tag of B will blink in the PM management panel to remind the staff.

When inactive user disconnect, the staff will get notification by the blink too.