InstantKB.NET

Configuring click-to-call

Justin — Tue, 09 Mar 2010 13:34:18 GMT

Velaro's click-to-call feature allows you to place a button on your websitethat when clicked, will forward a request for a call-back to one of your agentsthat you have logged into the Velaro Desktop application.

By implementing click-to-call on your website, you can make it simple foryour customers to request a voice telephone call, and in addition, leverageVelaro's automated routing capabilities to efficiently route incoming callrequests to the most appropriate agent.

The rest of this article walks you through the steps required to get youraccount setup for using click-to-call on your website:

Step 1: Create your click-to-call surveys

Select Surveys > Edit

Create two new surveys, and an optional third:

Create a call request survey for when a website visitor requests a callback. Make sure this survey at least requests the users name and phone number. Select the 'set as username' and 'set as phone number' buttons for the respective questions. All the information collected in this surveywill be presented to your agents when the call request is routed.

Create a second survey to displayed to your visitors after the requestto call has been made. This survey is typically a customer satisfaction surveythat is used to help collect valuable feedback about the quality of the call.

Create a third survey (optional). This will displayed to your customer service agentsafter the call iscomplete. It allows you to collect additional information about the call fromyour agent.

Velaro ties all the above surveys together and presents them in the reporting section of the control panel.

For additional help in setting up custom surveys, please see: http://kb.velaro.com/KnowledgebaseArticle10027.aspx

Step 2: Deploy your click-to-call buttons

Select Engage > Deploy

Choose desired department from the ‘Working on’ drop down box

Select ‘Click-to-call’ from the left

Change to desired ‘online’ and ‘offline’ buttons

Select your desired settings below

Copy and paste this script on your website where the click-to-call buttonwill be displayed

Step 3: Configure your click-to-call settings

To editing your pre-call settings:

Select Engage > Design

Select your department from the ‘Working on’ drop down

Select ‘Pre click-to-call’ from the ‘Current Form’ drop down

Configure your routing and agent availability settings

Under ‘Pre-call Survey’ select the pre-call survey you created in step one

In the ‘Edit Form’ section modify the appearance of your pre-call form

To edit your post-call settings:

Select Engage > Design

Select your department from the ‘Working on’ drop down

Select ‘Post click-to-call’ from the ‘Current Form’ drop down

Under ‘Post-call Survey’ select the post-call survey you created in step one

Under ‘Post-call Agent Survey’ select the post-call agent survey you createdin step one (optional)

In the ‘Edit Form’ section modify the appearance of your post-call forms

Step 4: Set up your agent settings

Select Account > Users

Select the agent you would like to enable click-to-call

Scroll to the ‘Click to Call Information’ section

Select the connection settings you would like to use

You can use Velaro’s in house conferencing system free of charge, simply leave the username and password blank. Or select one of the many popular services we integrate with and enter your username and password.

5. Select'Save'

Note: Velero does not charge additional telephone connection costs, howeverany standard local telephone rates apply.

If at any time you feel you need help setting up Velaro's click-to-callcapability, please remember that Velaro provides free e-mail, phone, and chatsupport.

For more information, refer to: Configuring Aptela

Allowing visitors to choose their department from a pre-chat survey

Justin — Fri, 05 Mar 2010 15:08:40 GMT

Velaro allows you to ask your web site visitors if they want to chat with an agent within any departments that you have created. As the pre-chat survey that is displayed to visitors comes from Velaro's powerful survey management system, adding the choice of departments takes a few steps. Please follow these directions:

Log into the Velaro control panel at http://login.velaro.com as an administrator to your account.
Select Account > Departments from the main menu.
Note the exact spelling of the departments that you want users to be able to choose from. You will be adding them manually to your survey, and they must match the names defined in this section.

Select Surveys > Edit from the main menu.
Locate the survey that you are currently using as your pre-chat survey and select it from the list of surveys on the left.
If you already had visitors submit a pre-chat survey, you will have to clikc the "Override this warning" message.
Scroll to the bottom of the survey and select "One question" to add a new question to the survey.
Enter the new question's name (such as "Select your department":)
Select the new question's type. For departments to properly work, you MUST choose one of the following question types:

Drop-down options
Radio buttons

If you choose any other question type, it will not work.

Once you create the question, select "Five Choices" to add the available options the visitor will be able to choose from.
Enter the names of the departments EXACTLY as you noted in step 3. You do not have to add all the departments defined within your account. You may choose to only add ones that you want visible to the user.
Next to the new question, click the 'Pass' button to the right. This option tells the survey system that this question should be passed back to Velaro's chat service.
When prompted to enter the value for the Pass parameter, enter 'deptname' (without the quotes).

You have now successfully added the ability to let visitors select the department they want to chat with. You should select Engage > Design > 'Prechat Survey' from the main menu to apply this new survey and view the pre-chat survey to ensure that it looks the way you want it to.

Changing your timezone setting

Justin — Fri, 05 Mar 2010 11:59:29 GMT

If the time stamp on your reports is not correct you will need to adjust the "Time offset" in the Velaro control panel.

Login to the Velaro control panel at http://login.velaro.com with your administrative login.
Select Account > My account
Select the 'Account' tab
Change the "Time zone offset" to the correct offset with the drop down menu.
Click on "Save" to save your changes.

All of your reports going forward should now reflect the time zone offset you have selected.

PLEASE NOTE THIS WILL NOT CHANGE ANY REPORT OR CHAT ARCHIVE ALREADY IN THE SYSTEM.

Some of the most common time zone offsets are as follows.

Eastern US -4
Central US -5
Mountain US -6
Pacific US -7

If you are unsure of your timezone offset, make your change, then do a test chat and once it is archived you can determine if you have the correct offset.

How can I get a W-9?

Justin — Tue, 02 Mar 2010 14:02:57 GMT

If you are looking to obtain a W-9 from Velaro please submit a formal request to billing@velaro.com. In this request please include the following information:

Full Name
Email Address
Daytime Telephone Number
Company's Name

Additionally, please let our billing specialist know how you would like the W-9 sent to your organization. The follow methods are preferred:

Email - Please include the email address you desire to have the W-9 sent to.
FAX - Please include your companies FAX number and whose attention it should be sent to.

Why do I have so many missed chats?

Justin — Mon, 01 Mar 2010 17:38:40 GMT

Thereare a few reasons you may have missed chats:

Web site visitors are clicking on the live chat button after your supporthours. Typically this happens late at night or on the weekend. Toverify if this is the issue, all you need to do is log into the Velaro controlpanel (http://login.velaro.com)and view the Missed Chats Report. The date and time of each missed chatis captured and recorded.

No agents are available at the time the chat was initiated. Generally when avisitor comes to your site and clicks on the chat button and no one isavailable to take the chat they will be sent to the "No oneavailable" form. This could be due to a number of factors including:

All agents were full in chats and could not take anymore.
No agents were online at the time to take a chat.
Agents were online but were in "away" status either due to the "Auto away" being activated or the agent set their status to "Unavailable" (Read more about Auto Away here.)
You can also see missed chats if the visitor initiates a chat request but then closes the window before the chat initiates with the agent.
Missed chats are also recorded when the visitor closes out the "wait queue" window so the chat never gets initiated.

Velaro’s control panel iscapturing the email address in the missed chat email _even_ if thevisitor decides not to send an offline email. This way you can stillcollect information about your visitors even if they decide not to leave amessage. With the new feature you may see an increase in missed chatemail addresses without the corresponding email for that reason.

Exporting your survey results

Justin — Fri, 26 Feb 2010 09:50:31 GMT

You can export your survey data to allow for storage anywhereyou choose.

Follow these steps to export yoursurvey data:

Login to your administrative account at http://login.velaro.com
Select Surveys > Reports
On the left side select whether you would like to export a survey’s chart or the individual survey
Choose the folder that contains your survey and select the survey you wish to export
Select the ‘Date Range’ button on the top toolbar and select the dates you wish to export
Select 'Export' on the gray toolbar above and choose the file type: Excel, PDF, HTML, Word, or XML.
Choose to save or open the file

Setting up live chat on multiple websites

Justin — Thu, 25 Feb 2010 00:12:43 GMT

It is possible to use Velaro live chat software on an unlimited number of sites. To set up customized images and chat windows for different sites, we recommend that you use our 'departments' capability. By using departments you can set up custom buttons and images for each website.

IMPORTANT: IT IS VERY IMPORTANT THAT YOU FOLLOW EACH OF THESE STEPS.

To set up multiple departments, please do the following:

1. Log into the control panel at http://login.velaro.com
2. Select Account > Departments from the menu
3. Create a new department for each "site"
4. Add all the users you want to receive chats to each department

Now that you have your departments setup for your different sites; add your new chat buttons and banners to your account with the following:

1. Select Account > Image Gallery from the menu
2. Select My Gallery > Buttons from the tree navigation
3. Upload your site's online and offline buttons from the "Submit Image" section. Warning: Ensure that you are in 'Account Images' and not the 'Community Images'
4. Upload your banner images by clicking on "Banners" from the navigation tree and repeating the upload process

To customize the forms and buttons for each site:

1. Select Engage > Deploy from the main menu
2. For each department listed on the left, select the online and offline buttons you want to display on each site

3. Select Engage > Design from the main menu
4. You will see a list of all the different forms and different departments. Select each "department" that you created earlier, and customize the chat forms the way you want them to look. Please note that all items that are in italics are shared across all forms

To generate a different script for each site:

1. Select Engage > Deploy
2. Select the department you wish to create a new button script
3. Select the appropriate options for SSL, etc.
4. Once the script has generated you can copy and paste that into your website as the live help button

For each additional site select the appropriate department you want to get the script for and repeat the above steps

To deploy you visitor monitoring scripts for your different sites:

1. Select Website > Visitor Monitoring
2. Select the appropriate department on the left
3. Select the appropriate settings if you would like to auto initiate a chat, .ASP pages, or SSL.

Copy and paste this script into your web pages for that site.
Repeat the above for each site you will be using this on.

NOTE: This script belongs at the bottom of each page, near the last </body> tag.

How can I change the text on an automatic chat invitation?

Justin — Wed, 24 Feb 2010 14:33:25 GMT

Question: How can I change the texton the automatic chat invitation?

Answer: As it is an automatic invitation you must define what text you would liketo have displayed. To do this pleasefollow these steps:

SelectWebsite > Invitations
Select theblue pencil icon to the right of your automatic invite
Select the ‘Content’tab
Replace ‘#request#’with your desired text
Select ‘SaveUpdates’

How do I change the maximum simultaneous chats an agent can have?

Justin — Wed, 24 Feb 2010 12:26:52 GMT

Question: How do I change the maximum simultaneous chats an agent can have?

Answer: To change the maximum number of simultaneous chats an agent can have please follow these simple steps:

Login to the control panel with an administrative user
Select Account > Users
Select the desired user from the 'Working on' drop down box
Change the drop down box for 'Maximum Simultaneous Chats' to your desired number
Scroll down to the bottom of the page and select 'Save'

How do you remove scheduled reports?

Justin — Mon, 22 Feb 2010 09:21:17 GMT

Question: How do you remove scheduled reports?

Answer:

In order to edit your scheduled reports please follow these steps:

Login to the control panel with your administrative user
Select Account > My account
Select the 'My subscriptions' tab
Select the red 'X' icon to cancel any scheduled reports

Google Analytics Integration

Justin — Thu, 18 Feb 2010 17:12:20 GMT

GoogleAnalytics is a service offered by Google that gives you rich insightsinto your website traffic and marketing effectiveness. Velaro’s GoogleAnalytics feature allows you to easily and seamlessly integrate yourlive chat service with the Google Analytics reporting engine. GoogleAnalytics integration is included by default with all Velarosubscription levels.

Google Analytics makes it easy to turnpage views into profits. And when used with other products in theGoogle ecosystem—including AdWords, AdSense, Website Optimizer,Webmaster Tools and others—it's easy to gain insights across marketingactivities. Sign up for Google Analytics now.

Setting up Velaro and Google Analytics

How it works

Whenan interactive chat takes place, Velaro sends information to Google toindicate a chat has occurred. A chat can either be classified as avisitor on your site has clicked your chat button, or livefluence or anagent has sent a proactive chat request to invite a visitor to chat. Inorder to setup Velaro to integrate with Google Analytics you will needto complete the following steps:

Get your Google Analytics ID
Enable the feature in Velaro
Setup Google Analytic’s goals and funnels

Step 1: Getting your Google Analytics ID

Thisunique ID will allow Velaro to integrate into Google Analytics. Yourweb property ID, informally referred to as UA number, can be found byclicking the "check status" link or by searching for "UA-" in thesource code of your web page. The web property ID has two parts: theX's (UA-XXXXX-YY) represent your account number and the Y's(UA-XXXXXX-YY) represent profile numbers within your account. Thecomplete string (UA-XXXXX-YY) is referred to interchangeably as yourweb property ID or UA number.

To get your Google Analytics web property ID simply follow these steps:

Log into your Google Analytics Account
From the ‘Overview’ screen select the Edit link to the right of your website
Click the Check Status link in the upper right corner of the screen
Scroll down to the ‘Tracking Status Information’ section to find your web property ID

Step 2: Enabling Google Analytics in Velaro

Inorder for Velaro to know to communicate with your Google Analyticsaccount you must first enable this feature in your Velaro controlpanel.

To integrate your Google Analytics account into Velaro:

Log in to the Velaro control panel with your administrative account
Select the Account > Integration menu option
Select Applications from the gray menu on the left of the screen
Select Google Analytics from the drop down menu on the left
Enter in your Google Analytics web property ID, found in Step 1, to the Account ID field

Select Apply Changes to update any changes you have made to your account ID.

Step 3: Setting up Google Analytic’s goalsand funnels

In order for GoogleAnalytics to calculate chat conversion metrics, you must first create a chatgoal. Each time an interactive chatoccurs, it will add a conversion for your live chat goal. The following procedure shows you how to setup a basic chat goal in Google Analytics.

Note: The following procedure walks you throughsetting up a basic google goal for chat conversions on your site. If you would like additional informationabout setting up goals and funnels please click here.

Log into yourGoogle Analytics account
On the ‘Overview’page select Edit next to your website’s profile
Scroll down to the ‘Goals’section
Select Add goal

The following pageappears:

Enter ‘Velaro LiveChat’ in the goal name field
Set your activegoal to the ‘On’ state
Select your desiredgoal position
Select ‘URLDestination’ for the goal type

The following pageappears:

Select Head Match for the ‘Match Type’
Enter http://service.velaro.com/Visitor/Chat.aspxfor ‘Goal URL’
Leave ‘CaseSensitive’ unchecked
Set your desired ‘GoalValue’
Select Save Goal to save this goal

Note: The following URLs can be used to setup additional goals related to Velaro Live Chat:

Missed Chats - http://service.velaro.com/Visitor/NotOnline.aspx

Queued Visitors - http://service.velaro.com/Visitor/QueueCheck.aspx

Viewing Google Analytics Reports

Nowthat Velaro is sending Google Analytics this data it is time for you toview it. Google Analytics offers significant ways for you to view andinteract with your chat data. Please reference this video tutorial created by Google for additional information on working with your report.

Here are some reports that are relevant for chat:

Goals Overview - This report allows you to assign weights and track your chat conversion goals that you created in Step 3. Additionally, it allows you to see a breakdown of geographic locations,browser types, and much more technical information of your chatters.
Total Conversions - This report shows you how many chat goal conversions you had over a period of time.
Conversion Rate - This report allows you to see which percentage of your website visitors have entered a chat.

To view your goals overview reports please do the following:

Log into your Google Analytics account
Select View report to the right of your website's profile
Select Goals Overview from the reports list on the left

The main goal overview pageappears with two components.

The left side of the screen will give the statistical breakdown of your 'Live Chat' goal:

Total Conversions - Thisfigure will represent the number of people who used your life chat. Selecting this link brings up the total conversions screen withadditional detail for specific date ranges.

Conversion Rate - Thisis the percentage of total visitors who took advantage of your livechat. Selecting this link provides a further breakdown of conversionsby specific dates.

Theright side of the overview screen will give several links to see morespecific technical breakdowns of your 'Live Chat' goal:

Visitor Profile - Allows you to view a construct designed to come as close as possible todefining the number of actual, distinct people who used your live chat.There is of course no way to know if two people are sharing a computerfrom the website's perspective, but a good visitor-tracking system cancome close to the actual number.
Browser Profile - These links provide the specific browser details about your live chat visitors.
Map Overlay - This link provides the geographical information in relation to your live chat users.
Goal Funnel - A funnel represents the path that you expect visitors to take on theirway to converting to the goal. Defining these pages allows you to seehow frequently visitors abandon goals, and where they go. For example,funnels in an e-commerce goal may include the first page of yourcheckout process, then someone who enters a live chat, and finally the sale confirmation page. See here for more information on setting up a funnel.

Eachof these links take you to a unique page related to that goal. Forexample, the 'Map Overlay' link brings up the following page:

In this example, for a specific date, this site has 5,444 visits with 1.25% of that traffic originating from the United States.

How do I get started with the Velaro free trial?

Justin — Thu, 18 Feb 2010 14:30:50 GMT

To get started, simply click the 10 Day Free Trial button our website. After filling out the free trial form, you will have immediate access to your online account. During your trial you have complete and full access to our services for 10 days. After 10 days, if you choose not to continue, simply remove Velaro from your website. No obligation or commitment is required.

Does Velaro support multiple online customer service agents?

Justin — Thu, 18 Feb 2010 13:25:10 GMT

Velaro's award winning service is structured to support large organizations that will be staffing their live help solution with multiple agents. We offer the most advanced work-flow and automated chat distribution available, as well as call-center quality reports that show you exactly how your service is being utilized. For information on Velaro's enterprise class live help capabilities, please visit our Enterprise Live Chat page.

Will Velaro work if I have a firewall?

Justin — Thu, 18 Feb 2010 13:22:57 GMT

The Velaro Desktop Application is 100% firewall friendly. To all proxy servers and firewall applications it looks just like a standard web-browser when communicating with the Velaro servers. For this reason, no required system configuration changes are needed.

How do I change the proactive invitation that is sent out when an Agent sends a chat?

Justin — Thu, 18 Feb 2010 13:22:05 GMT

Question: How do I change the proactive invitation that is sent out when an Agent sends a chat?

Answer: You simply need to do the following:

Log into the control panel with your administrative user
Select Website > Invitations
Select the blue pencil icon to the right of 'Sample Invite'

Agent Desktop Quick Reference Guide

Justin — Thu, 18 Feb 2010 13:19:36 GMT

This quick reference guide provides a labeled visual reference for every feature in the agent desktop. Download the Agent Desktop Quick Reference Guide here.

Quick Start Guide

Justin — Thu, 18 Feb 2010 13:19:14 GMT

The Velaro Quick Start Guide provides you with the essential information you need to quickly and easily get your Velaro account up and running. Download the Quick Start Guide here.

Velaro Agent Desktop

Justin — Thu, 18 Feb 2010 13:18:50 GMT

You will need to download and install the Agent Desktop Client for your agents to chat with your website visitors. The latest version of this software can be found here.

10 Day Free Trial

Justin — Thu, 18 Feb 2010 13:18:01 GMT

Click here to sign up for our free trial! After filling out the free trial form, you will have immediate access to your online account. During your trial you have complete and full access to our services for 10 days. After 10 days, if you choose not to continue, simply remove Velaro from your website. No obligation or commitment is required.

Chatting: Idle Timeout

Justin — Wed, 17 Feb 2010 17:27:18 GMT

In the case of the (idle) chat exit, if there is a general network connectivity issue on the customer’s end, something with which neither we nor any other provider would have control, our system will try for 30 seconds to continuously reconnect with the visitor. If after 30 seconds we can receive no detection from them, the system will display the TIMEOUT message.

When this happens, they are still able to chat if their connection comes back, however, if their connection is compromised they may not be able to see the agent’s responses. Although this rarely happens, it’s a case where, with any other technology, the chat would simply be dropped and state that the customer exited the session. We could configure your account to just immediately drop the connection but we feel this would not be the correct route to take, and instead we choose as default to alert the agent and visitor that the network connection is being compromised. We do everything we can to try and keep the chat going despite the network connection the visitor has. If you ever see the (idle) next to a visitor exit please let your staff know that the visitor may not have left the chat, they are most likely having network issues on their end and Velaro is trying to reach them.

Closing chats

Justin — Tue, 09 Feb 2010 12:08:10 GMT

After a chat has finished and an agent has exited a chat, if the visitor leaves their chat window open then the chat is still active in the system. There may be times when you want to force a chat to close on the visitors side after an agent has left a chat. In order to close a chat follow the steps below:

Login to the control panel with your administrative user
Find the chat you would like to close from the 'Current Chats' box
Select the 'close' link to the right of that chat

Additionally, you can automate thisprocess so every time the agent ends a chat, the chat is ended on the visitor’sside. To do this simply:

Select Engage > Design in the control panel
Select your department from the ‘Working on’ drop down
Select Chat from the 'Current Form' drop down
There is a link in the middle ofthe page called ‘Close chat on agent exit’
Select this option and select‘Yes’ to enable this feature
Select 'Apply Change'

This will close a chatsession as soon as no agents are in it.

Using chat language translation

Justin — Wed, 03 Feb 2010 14:35:39 GMT

One of Velaro's many great features is the ability for our chat to be used throughout the world. In order to aid in the ease in which chat is handled across the world, Velaro supports the use of many different languages. Velaro has a built in language translator which will allow you to automatically translate a chat, to a specified language, in real time.

Please follow these steps to configure your chat language translation:

Step 1 - Set your individual agent's desired chat language

Set this to the language you would like your visitors chat text to be converted to. I.E. If your visitor is chatting in Spanish and you would like that converted to French, your agent's default language would be set to 'French'.

Have your agent log into the control panel at login.velaro.com
Select Account > Users
Select the user from the 'Working on' drop down
Change the 'Default Language' setting to the language you would like that agent's chats to be converted to

Step 2 - Set your visitors department's language

You are going to set this to the language you would like the visitor to use in that departments chat. I.E. If your sales department's language is set to 'Japanese' you will be expecting your visitors to enter Japanese text into chats with the sales department.

Log into your administrator account at login.velaro.com
Select Account > Departments
Select your desired department from the 'Working on' drop down
Set the 'Default Visitor Language' to your desired visitor language

Step 3 - (Optional) Allow the visitor to choose what language they will be chatting in

Customize a prechat survey (For more information refer to: http://kb.velaro.com/KnowledgebaseArticle10027.aspx)
Create a new question
Assign that question type as 'Visitor Language'

This setting will override any department language settings.

Note: If either an agent's settings are set to 'Not Set' or a department's language settings are set to 'Not Set'; no translation will take place.

Zendesk Integration

Justin — Thu, 28 Jan 2010 15:38:02 GMT

With Velaro’s integration with Zendesk you can create support cases andsave them to Zendesk right from the Velaro chat window. When visitorschat with agents on your site, all of that information can be passeddirectly from the chat back into Zendesk. You can create cases rightfrom the chat window and archive chat transcripts directly to Zendesk.

In order to use Zendesk from within Velaro's Live Chat, you will need three things:

Zendesk account
Velaro account
Integration

Zendesk Account

If you have a Zendesk account, you're ready to begin, if not, please visit http://www.zendesk.com and sign up for their free 30-day trial.

Velaro Account

If you already have a Velaro account, please skip down to Step 1, if not, please follow these steps:

Sign up for a free trial
Download our quick start guide here
If you need additional help setting up your free trial you can watch our free online tutorials

Warning: If you are a current Velaro customer already using our CRM integration you are not able to integrate into Zendesk and your current CRM tool at the same time.

Step 1 - Enable Zendesk Integration

First you must tell Velaro to enable Zendesk integration. To do this simply log into the control panel and follow the steps below.

Login to the Velaro Control Panel with your administrative account here
Navigate to the “Account” menu and select “Integration”
Under “CRM Systems” select “[General]”
Under the “Integration” tab check “Enable CRM Integration”
Select “Zendesk” from the radio button list
Under “CRM Systems” select “Zendesk”
Fill in your Zendesk Site Name (ex: http://yoursite.zendesk.com)
Select how you would like to save your chat transcript

Do not save transcripts in ZenDesk - This does not save the chat transcript to Zendesk
In An Attachment to the Selected Ticket - This adds the chat transcript as an attachment to the ticket in Zendesk
As A Comment in the Selected Ticket - This adds the chat transcript to the comments of the ticket in Zendesk
In The Configured Field - This places the chat transcript into a custom field you have created (See Step 4)

Step 2 - Configuring Users

Next, you must associate your Zendesk login and password with Velaro. Doing this allows your agents to seamlessly interact with Zendesk.

Login to the Velaro Control Panel with your administrative account here
Navigate to the “Account” menu and select “Integration”
Under “CRM Systems” select “[General]”
In the upper left of the screen select the "CRM Users" tab
Select the user to configure from the "Working on user" drop down
Enter in the user's Zendesk username (Typically this is the user's email address used to log into Zendesk)
Enter in the user's Zendesk password
Enter in the numeric "User Id" provided by Zendesk (Hint: In Zendesk select Home > My Profile and your UserId can be found in the URL)
Select the option for "Automatically search CRM system when chats begin?"
Select "Apply"

Step 3 - Clone Pre-Defined Fields

The last required step it to make sure that you create fields for your agents to submit information to Zendesk. We have created all the standard Zendesk pre-defined fields for you already, you simply need to enable them.

Under “CRM Systems” select “Zendesk”
Select the "Clone Pre-Defined Fields" link to clone basic Zendesk fields
Select "Apply Changes"

Step 4 - Add custom fields

If you have custom fields created in Zendesk and you would like your agents to be able to enter these fields from their chat window follow this step. This step is optional.

Under “CRM Systems” select “Zendesk”
Select "Add New Field"
To add a custom search field check the "This Field Is Used For Searching"
To add a custom creation field check the "This Field Is Used For Creating Records"
Fill out the appropriate fields described below
Select 'Apply Change'

Field Name - This is the field name displayed in the CRM tool.

Applies To Record of Type - This is the classification of record, as defined in Zendesk.

Chat Attribute - The chat attribute associated with this field. These attributes are defined automatically by Velaro and additionally by the pre-chat survey. The chat attibute serves two purposes for the Zendesk integration:

When a chat is first launched, the CRM system automatically searches for records using these values.
When displaying the record creation form, values on the form are pre-populated with these values.

For an example of all typical chat attribute values that are available, you should export one of your chat transcripts to XML format via Engage > Reports > and select the Export toolbar option. All the elements within the <keydata> section of the transcript are available and must match exactly.

If you have a custom field in Zendesk that you would like to store a chat transcript the chat attribute will be 'chattranscript'.

Search Settings:

The search settings allow you to designate additional fields to search and be passeddirectly from the chat back into Zendesk during a visitor chat.

Property Name - This is the field's property name listed in Zendesk.

Create Record Settings:

The settings allow you to designate additional fields to be sent to Zendesk when your agents create support cases andsave them to Zendesk right from the Velaro chat window.

Property Name - This is the field's property name listed in Zendesk.

Field Label - This is the field's label that is displayed to the agent in the Velaro agent desktop.

Control to Render - The type of control used to collect the value for this field on the create record form from within the Velaro desktop application. Currently supported controls are:

Text Box – For string or date fields
Multi-Line Text Box – For very long strings
Check Box – For Boolean (True/False) values
Dropdown List Box - For selecting a value from a predefined list of items.
Radio Buttons

Data Type - The underlying type of the field. Currently supported are strings and numbers. The value here determine how the CRM system handles the field during record creation and searching.

Maximum Length - The maximum number characters that can be entered during record creation for the value of this field. This is usually determined by your CRM system, so consult CRM documentation for these values. This value only applies to fields of type String that use a Text Box or Multi-Line Text Box for data collection.

This field is Required checkbox - This option makes it so your agents must enter in this field before they can submit their ticket to Zendesk.

This is a Custom field within my CRM system checkbox - This option must be checked if this field mapping is going to a custom field you have created in Zendesk.

Using Zendesk in Velaro

The next time you log into your Velaro Agent Desktop to take a chat,you can see the Zendesk integration window inside the chat window.

Any tickets in Zendesk relating to this chat visitor are automatically displayed to the agents. Or you can select the Options button to search or create a new ticket.

To search your Zendesk account simply enter in your search parameters and select the Search button. The Zendesk ticket numbers and subjects are displayed in a list below for your agent to browse.

To create a new ticket select Create > Support Case and you are presented with the fields you created in Step 3 and Step 4.

Complete your Zendesk submission form and select Create Record to submit a new ticket to Zendesk.

Log Files

Justin — Thu, 21 Jan 2010 17:27:49 GMT

This log files option enables the application to record a tremendous amount of connectivity information during your sessions so that the Velaro Technical Support team can assist you with any potential problems that you may be encountering. Log files must be enabled when an error occurs if this information is going to be captured and sent to Velaro Support. It is recommended that you always have your log filed turned on.

To turn on you log file:

Open up the Velaro Agent Desktop
Select Tools
Select Options
Click on the + sign to show Log Information options
Select the checkbox to Capture Trace Data - to enable your log file
Specify number of days to keep trace. The application automatically deletes log files older than the specified number of days to retain them
Tune memory allows computers that may be running low on system resources to run more efficiently. This option should not be changed unless instructed to do so by a Velaro technical support representative
Click Apply to apply changes
Click OK to keep current settings
Click Cancel to cancel changes

To retrieve your log file:

Open up the Velaro Agent Desktop
Select Help
Select View Trace Data
Find the log file related to today's date (I.E. log010110 is for January 1, 2010)

Deploying visitor monitoring

Justin — Fri, 08 Jan 2010 11:36:31 GMT

Velaro's real-time visitor monitoring service allows your agents to view, and interact with, your web site visitors.

To deploy visitor monitoring:

Log in to login.velaro.com with your administrator account
Select the Website > Visitor Monitoring menu option

The main portion of this page shows you the script used to enable visitor monitoring. This script must be placed on every web page that you want to monitor visitors from. Additionally, you should ensure that all visitor monitoring scripts are placed at the bottom of each page, immediately before the </body> tag within each HTML file.

Before deploying your visitor monitoring scripts, you should configure each script appropriately using the set up options below the visitor monitoring script. The recommended default options are already preset for you. Note that you can deploy different versions of the visitor monitoring script to different pages as required by your web site architecture.

Warning: Never deploy more than one copy of the visitor monitoring script to each web page. Accidentally adding the visitor monitoring script more than once to a single page will cause erratic behavior.

Setting Visitor Monitoring Options:

Monitoring Tab

This section allows you to configure detailed visitor monitoring settings.

Monitor how long visitors remain on each page and/or make proactive and automatic chat requests configures your visitor monitoring script to constantly update the Velaro servers, even when the visitor is sitting idle on your web pages. Setting this option also enables auto-invitations and pro-active chat requests.

Simply monitor visitors as they navigate from page to page to disable these options. By using the second option, your website pages can potentially load a little faster. Visitors sitting idle on a page that does not use the first option automatically times out after two (2) minutes.

Do not monitors visitors at all. Only document their arrival. (Analytics Only) will not track any visitors that navigate to this page. It will simply retain data that can be collected in your analytics tool. Your agents will not be able to view any visitors on this page.

Department Tab

Velaro allows you to track visitors as they navigate your site by department. Departmental navigation allows you to categorize your visitors into a department based on their current location of your website. To configure the department that you want to categorize visitors, select the appropriate department from the department tab.

Note: By selecting None, visitors are not categorized or placed in to a specific department. However, if a visitor has previously navigated to a page that has a department specific monitoring script, navigating to a page that has no department setting does not move them out of the last department. This feature allows you to create an event-based monitoring service that only categorizes visitors as they move to significant pages throughout your site.
Once a visitor navigates to a page that has a department specific monitoring script, only agents that are part of that department will see that visitor in the Velaro Desktop Application.

ASP Pages Tab

Select the ASP Pages toolbar option to configure script compatibility with ASP pages. If your web site pages are generated using classic ASP (Microsoft Application Server Pages), you must select to use an ASP compatible version of the visitor monitoring script. ASP pages typically end in the .asp file extension. All other file types (HTML, .aspx, .php, etc) should be deployed using the standard script option.

Security (SSL) Tab

Select the Security (SSL) toolbar option to configure script compatibility with HTTPS. If you are deploying the visitor monitoring script to pages that are accessed via HTTPS (secure HTTP), you must modify the visitor monitoring script deployed on that page for compatibility.

Transactions Tab

Select the transactions toolbar option to configure a page for transactions created in Analytics > Transactions. This visitor monitoring script will be deployed on the landing page as a result of a specific action that you have created, in order to track progression analytics.

Cookies Tab

Select the Security (SSL) toolbar option if the page you are deploying this script to needs access to browser cookies for Livefluence triggers. This option will only need to be set if you are using the Livefluences rule Cookie("cookieName"). If Livefluences triggers are written with the rule Cookie("cookieName") and you do not select "Yes" here, these rules will always evaluate to False.