InstantKB.NET

How to upload images to your account

Chad — Thu, 05 Nov 2009 14:41:10 GMT

If you wish to use your own images for the banner, button or agent head shots, you may upload and use them as follows:

1. Log into the Velaro Control Panel at http://login.velaro.com
2. Go to Account -> Image Gallery
3. At top left under Account Images, choose the category for your image: Banner, for you header image, Live Help Buttons, for your chat buttons, or Agent Headshot for images of your agents.
4. On the bottom left under Submit Image choose: Browse you will then be able to choose your image from your computer to upload.
5. Press Submit
6. Once uploaded your image will appear in the image gallery. Please allow 30-60 seconds for the new images to replicate across our server array and appear in the gallery.

Now that you have uploaded your images you can select them when making customizations for your forms, buttons, or agent headshots.

Missed Chats: Checking Your Auto-Away Settings

Chad — Thu, 05 Nov 2009 09:22:48 GMT

One reason agents may miss chatsis because of their Auto-Away setting. This feature will automatically put agents in away-mode after a default idletime of five (5) minutes. The VelaroAgent Desktop does this to insure if agents step away, take a call, or areotherwise preoccupied, they are not being sent chats. However, you canset the auto-away to zero (0). Thismeans agents will never be automatically set to away. Then the agents can manually set their awaystatus in the drop down of the Velaro Agent Desktop.

Here are the steps your agentsneed to take inside the Velaro Agent Desktop:

Tools > Options > Autos(middle of screen): Open up the Autos display (click the + sign)

Look for:

Auto-away after:

Make sure it is set to 0 minutes(default is usually 5 minutes.) Hit apply, and then OK.

Conversely, if you want to ensure your auto away is set, please place in the appropriate time in minutes.

How do I add or manage an agent or user in my account?

Chad — Tue, 03 Nov 2009 11:25:16 GMT

How do I add or manage an agent or user in my account?

1. Log into the control panel at http://login.velaro.com
2. Select Account -> Users
3. If you are an administrator, the list of current agent logins is presented on the left. To edit a specific agent, select the user from this list.
4. If you are adding a new agent to this account click the "New" next to the list of current users.

Note: If you need to add a new license to your account to add more agents, please contact your Sales rep for more information.

Note: Only administrators have access to the User section. Any non-administrative user that navigates to this section is only presented with their personal account information and does not have the ability to view, select, or edit other agents.

User edit:
This section allows you to edit user account information. The following account data can be modified:

Login name - The unique identifier agents use to log in to the Velaro desktop application and the administrative control panel. Once a user is created, their login name can not be
changes. In most cases, the agent's e-mail address should be used as their login name.

Login names must be unique across all Velaro accounts.
Display name - The name that is displayed to visitors when this agent is chatting.
E-mail address - The agent's e-mail address Use an email address that the agent will have access to incase of a lost password.

Phone number - The agent's phone number. This field is used in Velaro's Click-to-Call options. Set the agent's phone number using the complete area code. If the agent sits behind a corporate phone number, and requires an extension to be dialed, insert an "x" after the phone number, then enter the extension. Additionally, the letter "w" may be inserted in the number as well to force a half-second delay.
For example, 4105551234x210 will dial (410) 555-1234 and then attempt to connect to extension 210.

New password and Verify password - Use these fields to set or reset an agent's login password.

Role - Select the Role from the options provided. The user's privileges depend upon the role chosen. This option is only available to administrators

Current availability - Determines the agents status as to whether the system should include them in new chat alerts, automated chat distribution, etc. This settings determines
their overall status, independent of individual departments. This status is only valid when the agent is logged in to the Velaro Desktop Application. When an agent is not logged in,
they can not receive new chat requests.

Maximum simultaneous chats - Determines the total number of chats the agent may be involved in at the same time.

Important: Removing a user means this agent will no longer be able to log in and
provide live help to your web site visitors. All of their information is retained within the
Velaro databases to ensure your historical reports remain accurate.

Desktop Application Filters
This section allows you to set a users overall access to monitoring chats and queues.

Current chats
View only my chats. Select this radio button if you only want your agent to be able to see the chats they are involved in.
View all chats I have access to. Select this radio button if you want your agent to be able to view all ongoing chats for the departments they belong to.

Queues:
View only my queues. Select this radio button if you want your agent to only be able to view their current queue.
View all queues I have access to. Select this radio button if you want your agent to be able to view all queues for the departments they belong to.

Monitor visitors in real time.
Select this option if you would like your agent to be able to monitor you web site visitors in real time.

View queue when in maximum allowed chats.
Select this option if you would like your agents to see incoming chat queues even if they are in the maximum number of chats.

Hide proactive chat request text in chat.
Select this option to hide any proactive chat request text when the chat opens for the agent.

Click Apply to save your changes

Click Delete to remove this agent from your list of user accounts.

Important: Removing a user means this agent will no longer be able to log in and provide live help to your web site visitors. All of their information is retained within the Velaro databases to ensure your historical reports remain accurate.

Assigning Agents to Departments: Once you've added a user to you assign that user to multiple sites/departments by viewing the Departments area: Account > Departments.

For more information on departments and selecting agents for multiple departments, please read:

http://kb.velaro.com/KnowledgebaseArticle10141.aspx

How to set up and test Livefluence Invitations and Triggers

Chad — Tue, 03 Nov 2009 11:10:07 GMT

In order to set up and test Livefluence invitations and triggers without effecting your production account, you will need to set up a test department, assign an agent to that department, deploy a department specific visitor monitoring script, a department specific chat button, create the invitation, and create and assign the trigger to the invitation.

Steps in the Velaro control panel (http://login.velaro.com):

Create department: Account > Departments > New

Assign agents: Account > Departments > Working on: Select department name > Department Users Tab > Add agent to department

*Copy down the department ID (located in the URL bar on the browser window. It will look like this: http://login.velaro.com/Default.aspx?tabid=164&deptid=XXXX - where XXXX is your department ID.

Deploy Visitor Monitoring Code: Website > Visitor Monitoring > Department Tab: Select department name > Copy code to clipboard > Paste code into HTML page

Deploy Chat Button Code: Engage > Design > Working on: Select department name > Copy code to clipboard > Paste into HTML page

Create/Modify the Invitation: Website > Invitations > Add new invitation (+ sign) or edit an existing invitation (pencil icon)

Create the Trigger: Analytics> Triggers > Add New or Edit > Expression Editor >(AgentRequestedChat == True) && AnyAgentAvailableDept(Department ID) ==True

*It is important to put in the department ID of the department you created. This is the minimal rule needed to get your invitation to fire. You can of course add more complex parameters to the rule if needed

Assign the Invitation to this Trigger: Analytics> Triggers > Add New or Edit > Assign Actions > Select Available Action to the Selected Actions pane.

You should now be able to place your HTML page on the web and test is as needed.

Thank you page: I have a custom missed chat form and would like to use the Velaro "Thank you" page

Chad — Fri, 30 Oct 2009 16:05:36 GMT

In order to reference the Velaro thank you page with a custom Unavailable to Chat survey, do the following:

Login to the Velaro control panel: http://login.velaro.com

Navigate to: Surveys > Edit

Select your custom Missed Chat (Unavailable to Chat) survey

Find the "Current Redirect:" field

Press "Select New"

Enter in the following URL:

http://service.velaro.com/visitor/EmailStatus.aspx?EmailStatus=Success&siteid=YOUR_SITE_ID_HERE

Velaro IP Address Ranges

Chad — Thu, 29 Oct 2009 09:53:40 GMT

We are implementing the Enterprise Integration to post an XML document to our servers when a chat is completed. Due to security measures our servers are not open to all IP addresses. Is there an IP address or range that Velaro uses so we can open those to our servers?

Velaro uses a range of IP addresses when information is sent out via the Enterprise Integration and the "Post - transcript action" in the control panel.

The IP ranges that Velaro uses are 216.230.116.40 - 216.230.116.62 and also 216.230.116.37

If you are having our system post to a URL on your site and your system is locked down for security reasons you will need to open this range of IP addresses to allow for the post.

How do I change the header image of the chat window for a specific department

Chad — Wed, 28 Oct 2009 15:47:13 GMT

To change the Header image of the chat window for a specific department,do the following:

Log into the Velaro control panel: http://login.velaro.com

Goto: Engage> Design

In the “Working on” drop down, select the department for which you wantto update the header.

The form will then update with that specific department’s custom look.

Next select the: Header image link

Scroll down to the bottom of the page and you will see a field pointingto the current header image.

Select “Select from Gallery” to update a header image.

This will open the image library from which you can select yourpreviously uploaded header image.

Should you need to uploada new header image, you can do that by navigating to: Account > Imagegallery

For more information about customizing departments, please read our article on setting up customized departments for multiple websites: http://kb.velaro.com/KnowledgebaseArticle10038.aspx

How do I set up co-browsing?

Chad — Tue, 27 Oct 2009 11:36:23 GMT

In order to co-browse with customers, Velaro co-browsing must be enabled as part of your subscription. For Velaro SMB Plus and Enterprise subscribers, this is automatically included. If you are a Velaro SMB subscriber and would like to add co-browsing to your subscription, please contact your account manager: sales@velaro.com

To enable co-browsing, please send in a request by doing the following:

Login to the Velaro Control Panel: http://login.velaro.com

Goto Website > Cobrowsing

Click the plus sign to request a new domain be added to your account.

On the next screen enter a top level domain.

You DO NOT need to add "http://" only www.domain.com

Hit Insert

A request will then be sent to Velaro support to review your domain. Once approved you will be able to start co-browsing with your website visitors.

Visitor Monitoring: I cannot see website visitors

Chad — Mon, 26 Oct 2009 13:49:45 GMT

Please make sure you have the Velaro Visitor monitoring script deployed correctly on your website. You will not be able to see all traffic on your website until this script is deployed. To learn more about deploying your visitor monitoring code, please download a copy of the Velaro Quick Start Guide

If you have the Velaro Visitor monitoring script correctly deployed on your website, and you still cannot see traffic on your site, you may try the following:

Ensure you have enabled agents to view website traffic inside the Velaro control panel: http://login.velaro.com goto Website > Visitor Monitoring > Settings and check "Agents can view visitors"

If that is set, inside your Velaro Agent Desktop application perform the following:

Check for an update on the Velaro Agent Desktop:Help > Check for Update
Download and install any updates available
Check your Form Layout:

GotoTools > Options > Display

Expandthe Form Layout option

SetChat windows to: Separate

Hit Apply
Log out the of Velaro Agent Desktop, wait twominutes.
Log back in

If this does not resolve the issue, please try the followingstep:

Goto Tools > Options
Click “Reset settings” at the bottom off the box

This will restart Velaro agent desktop with the defaultsettings.

If you still have an issue please contact Velaro support:support@velaro.com

Reporting: Schedule & Download Chat Reports

Chad — Mon, 26 Oct 2009 13:19:19 GMT

SCHEDULE REPORTS

To schedule reports login to the Velaro control panel: http://login.velaro.com

Goto: Engage > Reports

Select the date range for which you want to report on.

(Note, if you are going to send a daily report, be sure to choose "Yesterday" as your date range. Velaro sends out reports very early in the morning, and if you select "Today" as your date range, odds are your reports will be limited or blank.)

Select the filters you want to use if applicable

Click the red alarm clock icon and set your schedule to run: daily, weekly, or monthly.

Choose your Format: PDF, HTML, Excel, Word, XML

Enter the email address to where the report shall be sent

Hit OK

##########

DOWNLOAD REPORTS

Goto: Engage > Reports

Select the date range for which you want to report on.

Select the filters you want to use if applicable

Choose your Format: PDF, HTML, Excel, Word, XML

Pre-populating Fields using Velaro CRM Integration

Chad — Fri, 23 Oct 2009 17:12:25 GMT

Pre-populating Fields using Velaro CRM Integration

To pre-poluate fields you will need to know the key data fields to map.

Velaro key data fields can be any fields you pass into the chat, standard fields available are:

<originalquerystring>
<surveyid>
<visitoremail>
<chatid>
<visitorname>
<chatuser>
<siteid>
<polldepts>
<vsiteid>

And your Prechat Survey Fields:
(For example)

<Name>
<Email>
<Company>

Copy whichever key data field you want to pre-populate inside of your CRM window in Velaro by navigating to:

Account > Integration > Select your CRM provider.

Select the Field Mapping tab.

Create a new field or edit the existing field for which you want to pre-poluate.

Find the Chat attribute field. Type in your Key Data field information inside the Chat attribute field minus the <> signs.

Hit save.

Now the fields for which you have entered chat attribute information will pre-populate in the CRM window when a chat begins.

How to setup and customize a survey.

Chad — Thu, 15 Oct 2009 13:52:50 GMT

Steps to creating customized Surveys:

Log into the control panel at http://login.velaro.com .

Create a new survey:

1. Go to Surveys > Edit
2. On the left menu select Create New Survey.
3. Once you have created a new survey you will have an editable survey you can customize.

Customize the survey fields:

1. Edit the title by clicking “Edit title”. Enter your new title and press OK. This title will help you differentiate it from the other surveys.
2. Make the survey usable, buy clicking Active
3. Click the radio buttons to make the survey Repeatable (so it can be used more than once for each visitor)
4. Click the radio button to track the survey and the results will be stored in the reports section.
5. If you wish to have the survey results sent to an email address as they are submitted click on the New Address button and enter the email address you wish to have the results sent to. The survey results will still also be stored in the reports section if marked as Tracked.

Adding questions:

At the bottom of the survey you will see the buttons: One question and Five Questions.
Choose to add questions one at a time or in increments of five.
You may choose to add columns or page breaks here as well.

Once you've chosen to add a question(s), you will be brought to a screen where you can add a question in a text box and can choose the format of the answer from the drop down menu.
1. Add your question in the text box.
2. Select the format for the answer.
The answers can be a single line of text, multiple lines of text, drop down menu, radio buttons, check boxes or grouped answers. Choose the format that best suits your need and input the associated fields accordingly.
3. When your questions have been input press submit.

Options:

You may also Edit the wording or make the field required here.

Auto Alert will alert you when a specific answer has been give to a question.

You may remove any fields you wish by deleting them.

You may also re-arrange the order the fields by using the arrows at left.

You may add any custom HTML to each question to format yourself if you prefer.

For the Pre-chat survey only:

Set as user name defines which field is used for the visitors name. If you do not set a field for the user name, the agent will see the word “guest” rather than their name during a chat, so you may wish to set this for the name field.

Set as email address will set that answer as the users email address and pass that information through to your agent.

Using your Survey:

1. Go back to Engage > Design
2. Click on the appropriate icon (Pre or Post chat or Not Here Form)
3. Select the appropriate department. or select General to use the survey for all departments
4. Select embed a custom survey from the radio buttons Once you do this a drop down menu will appear showing you your survey choices, including your new survey.
5. Select the survey you wish to use from the drop down menu. This will now be your active survey.

If you have multiple departments, you may elect to create and use different surveys for each department.

You may also deploy surveys directly to your web site under Deploy->Surveys if you wish to embed them directly onto your web pages.

How do I remove the sales and support question from my pre-chat survey?

Chad — Wed, 14 Oct 2009 18:11:15 GMT

How do I remove the sales and support question from my pre-chat survey?

The "Sales" and "Support" question is a default setup for you when your account was created.

This question is located in your pre-chat survey. You will need to edit this survey to remove that question.

To remove the question follow these steps.

1. Login to the Velaro control panel at http://login.velaro.com with an administrator account.
2. Navigate to Surveys > Edit
3. Under "Active Surveys" expand the folder for "Chats"
4. Your "Prechat Survey" will be listed as such, select that survey.
5. If this survey has been answered at least one time you will need to enable editing. You will see an orange link just before the first question appears in your survey, "Override this Warning" Click that link to enable editing of the survey.
6. Scroll down in the survey and you will find the question "Chat with someone" with the answer being either "Sales or Support" you will see a button to the right of that question "Remove" Click on that button to remove that question.

The question is now removed from your pre-chat survey.

For more information on editing surveys see the following link in our knowledge base.
http://www.velaro.com/kb/KnowledgebaseArticle10027.aspx

HowTo: Remove "Live Chat by Velaro" from the Velaro Button Code

Chad — Wed, 14 Oct 2009 12:50:59 GMT

To remove the "Live Chat by Velaro" code on the Velaro button script, simply edit the HTML and remove this piece:

<tr><td align="center"><a href="http://www.velaro.com/Online+Chat+Software?cid=146" target="Velaro" style="text-decoration: none">OnlineChatSoftware by Velaro</a></td></tr>

Chat Forms: Variables for Live Chat Forms

Chad — Mon, 12 Oct 2009 15:20:54 GMT

##DISPLAYNAME## - The name the website visitor filled out on the prechat survey
##WAITCOUNT## - The position of the visitor in the queue*
##TIMEWAITMIN## - The expected wait time minutes for the next available agent*
##TIMEWAITSECONDS## - The expected wait time seconds for the next available agent*

* = (Only available in the 'Waiting to chat' form)

The Velaro Wait time algorithm is determined by averaging the last five previous wait times. This algorithm is derived from call centers as one of the most accurate ways to assess current wait time activity.

Customize Chat: How Do I Change the Standard Welcome Message Text?

Chad — Mon, 12 Oct 2009 10:30:25 GMT

To change the initial Welcome message text inside the Velaro Chat window, in the Velarocontrol panel, goto:

Engage > Design > Current Form = Chat

Select the 'Welcome message' text.

Change this text to whatever you would like your visitors to see when a chat is initiated.

How do I add premade messages to my account?

Chad — Fri, 09 Oct 2009 10:31:43 GMT

How do I add premade messages to my account?

To add or edit premade messages in your account you will need to log into the control panel at http://login.velaro.com

Logging in as an administrator will give you access to all of your agents personal premade messages and also shared premade messages if your subscription allows for them.

1. Select Engage -> Premade messages
2. To add a category to your shared messages select "Add" under the shared category list. You will be presented with a box to add the name of the category.
3. To add a message to a category, select the category.
4. Click "Add new message"
5. Every premade message that you create must be assigned a short title. The list of titles are displayed to agents within the chat for quick reference within the Velaro Agent Desktop application.
Make sure your premade message title clearly identifies the context of this premade message.
6. In addition to the standard text of a premade message, each message may also be preconfigured to push a specific URL to the visitor's chat window. If the visitor does not
have a popup blocker, this push-page event causes a new browser to launch using the configured URL. If the visitor's browser has a popup blocker, the push page is simply
displayed as a clickable link. Push pages are optional for each premade message and should be left blank if you do not want to use it.
7. The message text is the actual text that is sent to other people within the chat. If an agent selects to use this premade message, this text is added to the transcript.

It is important to note that Velaro allows agents to use any valid HTML within the chat conversation, and premade message may also be pre-formatted with HTML as well.
So for example, the following text is perfectly valid for a premade message:
Click this chair for more information: <a target="_blank" src="http://www.mysite.com/
chat1html"><img src="http://www.mysite.com/chair.gif" /><a>

After you are finished editing the premade message click the "Save" option to save you message.

To cancel the current editing session click "Cancel"

To add or edit personal premade messages select the agent from the list and repeat the above steps for adding a new message.

The next time your agent(s) accept a chat the premade messages will then be accessible to them in the agent chat window.

Passing Data to Post Chat Survey AND Capturing Agent's Name in the Post Chat Survey

Chad — Fri, 02 Oct 2009 11:08:56 GMT

Passing Data to Post Chat Survey

1. Log into the Control Panel and navigate toSurveys => Edit.

2. Select the Prechat survey used for your site,from the tree to the left.

3. Locate the Question who’s answer you would liketo be passed to the Postchat survey.

4. Now click the “Pass” button and type in avariable name for that question.

5. Now open the Postchat Survey used for your site.

6. Create a new Question, selecting “Hidden” as theType.

7. After creating the Question, click “Pass” andname the variable the same name used in the Prechat question.

Capturing Agent’s Name in the Post Chat Survey

1. Log into the Control Panel and navigate toSurveys => Edit.

2. Select the Postchat survey used for your site,from the tree to the left.

3. Create a new Question, selecting “Hidden” as theType and name the question “AgentName”.

4. Now the Agents name will be displayed in thePostchat Reports.

Customer Satisfaction Report: No Agent

Chad — Tue, 29 Sep 2009 15:46:21 GMT

You will see the username “No Agent” in customer satisfactionreports if you have deleted an agent from our system with whom we’ve associatedprevious customer satisfaction reports. As the agent is no longer in our system, we generically assign thosesurveys to “No Agent”.

Chatting: Idle Timeout

Chad — Mon, 28 Sep 2009 09:38:58 GMT

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

When thishappens, 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’sresponses. Although this rarely happens, it’s a case where, with anyother technology, the chat would simply be dropped and state that the customerexited the session. We could configure your account to just immediatelydrop 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 thenetwork connection is being compromised. We do everything we can to try and keep the chat going despite the network connection the visitor has. Ifyou ever see the (idle)next to a visitor exit please let your staff know that thevisitor may not have left the chat, they are most likely having network issueson their end and Velaro is trying to reach them.

Citrix & Velaro - Quick Set Up

Chad — Mon, 28 Sep 2009 09:33:15 GMT

1. The application can be installed to the Terminal Server within an administrative account. Velaro does not make any registry entries, nor does it attempt to write files outside each individual users directory (typically c:\documents and settings\[username]\application data\velaro

If this directory does not exist, the application will attempt to create it, however, if it can not you will get a warning. Please ensure that each user has read write access to this directory.

Question: I need to verify that the "-allowmultiple" parameter is passed to the executable after installation; i.e., at program startup.

Answer: In order to do that, you will need to modify the shortcut that launches the Velaro application and add that parameter to the startup options. It is not part of the standard launch icon which we create during installation.

SalesForce.com Integration

Chad — Fri, 25 Sep 2009 18:28:53 GMT

To integrate SalesForce.com into Velaro you need to accomplish a few steps. First, make sure you have CRM integration enabled on your account. If you an uncertain whether or not you have this feature, you can contact the sales department and someone will be able to answer that question for you: sales@velaro.com

Download the Velaro SalesForce.com Integration Guide.

Visitor Monitoring: Hide Domains or IP Addresses

Chad — Fri, 25 Sep 2009 17:25:09 GMT

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In order to hide your own company visits in the VelaroVisitor Monitoring window you will need to do the following:

1. Log into the Velaro Agent Desktop

2. Hover over the far right corner of the columnheader titled “DNS” (You will see a small funnel icon)

3. Click the icon and choose “Custom”

4. Set the filter to DOES NOT EQUAL your domain.

5.OK.

What is a Livefluence "rule"?

Chad — Tue, 15 Sep 2009 12:26:14 GMT

Velaro can make chat available under special circumstances and even target specifically when chat should appear.

A typical example: The Velaro chat button is displayed to half thecustomers on a check out page. Alternatively, Velaro can slide in an invitation to chat to the other half of your customers when they are idle and have a certain value in their shopping cart. Afterward you are able to compare the twoscenarios and see which results in more chats leading to sales.

Another example of a Livefluence rule is showing an invitation tochat when a customer searches for a product or service and there are noresults. In this scenario, a customerwho cannot find a product or service from search will see an invitation to chatslide in after one or two failed attempts. This keeps your customer focused on their visit, avoids frustration andgreatly reduces attrition on your site.

You’ll see that when chat is offered at a trouble point,a visitor feels a sense of security knowing that they are not alone, and thatthe web site has taken the time and consideration to anticipate their needs.

For more information on Livefluence rules and how they can help your customers in their buying process, please contact us.

I have multiple web sites and want to have a customized look and feel on each site for my live help. How do I set that up?

Chad — Tue, 15 Sep 2009 12:06:06 GMT

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.

To set up multiple departments, please do the following:

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

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 you will want to add your new chat buttons and banners to your account.

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. Ensure that you are in the My Images and NOT the community gallery.
4. Once all of your buttons have been uploaded you can then upload your banner images you wish to use by clicking on "Banners" from the navigation tree and repeating the upload process.

Now that all of your images you wish to use have been uploaded you can 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. Now 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.

After you are done customizing all the forms, you now need to generate a different script for each site.

1. Select Engage -> Deploy.
2. Select the department you wish to create a new button script for.
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 apporpriate department you want to get the script for and repeat the above steps..

Now you will need 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.
Repaet 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.