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How to Setup Premade Messages

Justin — Fri, 20 Nov 2009 16:08:24 GMT

Premade messages are a very important tool for saving time andallowing your organization to standardize your message. There are two types of premade messages. There are personal premade messages, which areunique to each agent. These messages canbe created and changed by each individual agent. There are also shared premade messages whichcan only be created and edited by an administrator. These messages are available for all agents touse.

Shared Canned Messages:

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

In order to edit shared premade messages, please follow thesesteps:

Select Engage -> Shared Canned Messages
To add a category to your shared messages select the green "+"graphic under the premade category list on the left. You are then presentedwith a box to add the name of the category
To add a message to a category, select the category from the leftClick the green "+" button below the messages on the right
Every premademessage that you create must be assigned a short label. Make sure your premademessage label clearly identifies the context of this premade message in order to provideyour agents with a quick reference within the Velaro Agent Desktop application
Enter a message in the message field exactly how you would like the message to be displayed to the visitor in a chat
In addition to the standard text of a premade message, each message may also bepreconfigured to push a specific URL to the visitor's chat window. If thevisitor does not have a popup blocker, this push-page event causes a new browser to launch usingthe configured URL. If the visitor's browser has a popup blocker, the push pageis simply displayed as a clickable link. Push pages are optional for each premademessage andshould be left blank if you do not want to use it. For moreinformation on how to push a page to a visitor see:http://kb.velaro.com/KnowledgebaseArticle10166.aspx

After you are finished creating a premade message click the "Insert"option to save your message.

To cancel the current editing session click "Cancel".

Once a shared premade message has been created when an agent selects to usethis premademessage, this text is added to directly the transcript.

Personal Canned Messages:

One thing to note when adding a personal canned message is thatyou do not need to define a category for the messages. To add or edit personal premade messages:

Select Engage > Personal Canned Messages
Select the green "+"graphic in the lower left hand side of the page
Every premademessage that you create must be assigned a short label. Make sure your premademessage label clearly identifies the context of this premade message in order to provideyourself with a quick reference within the Velaro Agent Desktop application
Enter a message in the message field exactly how you would like the message to be displayed to the visitor in a chat

It is important to note that one if the unique and greatfeatures Velaro offers, allows agents to use any valid HTML within the chatconversation, and premademessage may also be pre-formatted with HTML as well. So for example, thefollowing text is perfectly valid for a premade message:

Click this chair for more information: <atarget="_blank" src="http://www.mysite.com/chat1html"><img src="http://www.mysite.com/chair.gif"/><a>

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

For more information on pushing a page in a premade message, please see: http://kb.velaro.com/KnowledgebaseArticle10166.aspx

Tracking chats via third party web analytics

Justin — Fri, 20 Nov 2009 14:53:06 GMT

Velaro allows you to integrate with other systems when chats are initiated and completed. Once a chat is initiated, Velaro allows you to notify your web analytics provider via Javascript so that you can integrate the effectiveness of your live help with other web reporting tools you may have. Use these options to notify third party software via javascript when chats are initiated and completed.

To add code to your website linking Velaro to your analytics tool, proceed as follows:

1. Go to http://login.velaro.com and log in
2. In the menu at the top, go to Engage > Design
3. Select 'Chat' from the 'Current Form' drop down box
4. Select the 'Embed tracking script in chat window' link on the lower left of the page
4. Place the javascript from your web analytics software that will track chats into that box and press Apply Change.

This script is executed in your visitor's chat window as soon as the chat is initiated, tracking the chats for you.

Velaro Visitor Monitoring / Privacy Concerns

Justin — Fri, 20 Nov 2009 14:48:26 GMT

Velaro does not capture any more information than most web analyticssoftware in terms of tracking visitors while they are on your website. Additionally,unless you deploy our analytics script, all visitor monitoring data iscompletely transient (visitors who do not chat with you do not have anyinformation about them stored in Velaro’s server).

Once a visitor does chat, Velaro stores that visitor’s IP address, browserinformation,chat transcript and survey data. This information is made available to our customers via Velaro’scomprehensive reporting services. Additionally, this data is only for your use and you are able to deleteit at any time. At no time does anyoneoutside of your organization have access to your chat transcripts, includingVelaro personnel. If you feel the need to mention this to yourcustomers you may, though their IP address is captured by many, many othersources throughout the Internet.

With Velaro, your information is secure. All services are secured by bothphysical and technological systems to protect your information. Chats andtransactions can be encrypted using 128-bit SSL (secure socket layer)standards. We also use state of the art firewalls and other third partyservices to provide reliable, safe, and trusted interactions between you andyour customers. Financial institutions, government organization’s, andhealthcare facilities all entrust their online live help services to Velaro’ssecure solution.

If you feel they may have concerns regarding your use of the information thatvisitors submit to you, their name and email address or other information thatyou may capture and use, you may wish to mention it in your privacy policy orin your pre-chat survey.

See an example of the Velaro Website Privacy Policy at: http://www.velaro.com/privacy-policy/

Using Multiple Languages

Justin — Fri, 20 Nov 2009 14:44:13 GMT

It is possible for an organization which has a multi-lingual site to set up different language dictionaries for different visitors. In order to have multiple languages dynamically selected by your visitorsyou will need to set up different departments which will direct your visitorsto the proper language support. Please note that the window you arechatting in may be completely customized to support a different language foryour visitors. However, the desktop application used by your agents is anEnglish-only application.

First, create a new department for every language in which you would like tosupport:

Select Account > Departments
Click on the 'New' button
Enter in the name of the language you would like to support (I.E. "Spanish")
Repeat steps 1 - 3 until you have departments set up for all the languages you would like to offer the visitor

Next, we must configure each department to use the correct language dictionary:

Select the department from the drop down menu
Edit the default dictionary to match the language in which you would like this department to support
Then select 'save'
Repeat steps 1 - 3 for each language you would like to support

From here you can use these departments names in a pre-chat survey to allow thevisitors to dynamically select their language. Additionally, you can adddifferent agents to these departments depending on the language they will besupporting.

For more information on setting up departments and adding agents please see theVelaro Knowledge Base Article: http://kb.velaro.com/KnowledgebaseArticle10141.aspx

Velaro's Auto Away Setting

Justin — Fri, 20 Nov 2009 14:32:40 GMT

Velaro will automatically set you to away after a certain amount of time of inactivity at your mouse or keyboard. The default setting is 5 minutes. If you would like to disable or change the settings of this feature please do the following:

1. In the Velaro Desktop software go to Tools > Options
2. Under General > Autos look at the Auto Away option
3. Set the setting to Auto Aways after 0 Minutes for never away or set the amount of time in minutes you would like to have your agent's auto away setting to be

Setting the Auto Away to 0 minutes will disable the feature.

If you prefer, you may choose to extend the length of time of this feature also by putting in the time increment you'd prefer.

For additional information see: http://kb.velaro.com/KnowledgebaseArticle10142.aspx

Keyword Searching the Chat Reports

Justin — Fri, 20 Nov 2009 14:27:33 GMT

It is sometimes necessary to search through your transcripts to find a specific term. In order to search your chat archives for keywords, please use the following steps:

1. Log into the control panel at http://login.velaro.com
2. Go to the Engage > Reports
3. On the left you can see various reports listed, select the report you would like to search
4. At the top there is a button called 'Date Range'. You may select the date range in which you wish to search in order to narrow your results
5. Select the 'Filters' button
6. Enter in a search term in the 'Keyword' box and select 'Ok'
7. If you have selected a large date range, the searchfor your specific transcripts may not be returned immediately, please bepatient.
8. The chats containing the keyword searched are displayed. You may view them each individually or export them as a HTML, PDF, Excel, XML or Word file by clicking the "Export" icon.
9. If you choose to export them you are given the option to save the file to your computer or to open and view it right away.

Sorting Visitors for Agents

Justin — Fri, 20 Nov 2009 14:11:28 GMT

Many times organizations with a large number of agents will want to organize and sort which visitors chats get directed to certain agents. All Agent Desktop applications are customizable and the following stepcan be used to filter different options for each individual AgentDesktop. There are two ways to sort which visitors and chats your agents can use:

1) The first method is to drag the column headers which you would like to filter into the blue bar above them. For example, if you would like to allow an agent to only take visitors or chats in a specific department; you can drag the department header into the blue filter bar which will allow that agent to see only visitors organized by departments.

2) The second method is to create a custom filter. In order to create a custom filter hover on the column header and select the small arrow in the upper right hand corner. From there you can select 'Custom'.

Next, you will see a box where you can set custom conditions for agents. For example if you want to only show this Agent visitors who are visiting you would select 'Show rows where: equals to chatting'.

Survey Chart reports are not showing any charts

Jasen — Fri, 20 Nov 2009 09:18:52 GMT

After selecting Surveys > Reports from the Control Panel, and selecting the survey results you want to view, you may not be seeing any data. The cause of an empty result page may be one of the following:

1) You have not properly selected the proper date range. Make sure that the date range currently set up actually includes a time period where surveys were submitted.

2) None of the questions within the survey contain data that can be charted. Only those questions within a survey that are "choice oriented" questions may be charted. Any questions that are open-ended and allow for random user input can not produce comparative charts.

If you want to see the actual data input for each individual survey, you can select the Individual Surveys option located directly above your list of survey's on the left side of the page.

How to Swap Users

Chad — Wed, 18 Nov 2009 16:35:23 GMT

To swap or change registered users inside the Velaro Control Panel you will need to remove one user and add another. Once a registered user is created inside the Velaro Control Panel, that login name cannot be changed. We do this for security and reporting purposes.

To remove an existing user please do the following:

Login to the Velaro Control Panel (http://login.velaro.com)
Goto: Account > Users
Select the User you wish to delete from the "Working on" drop down
Scroll to the bottom of the page and click the "delete" button

To add a new user please do the following:

Click the "New" button
Add in the user name, password, email, roles, etc.

For more information about adding users please reference our knowledge base article: http://kb.velaro.com/KnowledgebaseArticle10075.aspx

Add a Push Page to a Premade Message

Chad — Thu, 12 Nov 2009 15:44:57 GMT

Push page support - To insert a push-page in to a premade message, use the following format: "%LF:ForcePage% URL_TO_PUSH Additional text"

For example: %LF:ForcePage% http://www.velaro.com Let me show you our home page

Reporting: Agent Utilization Column Definitions

Chad — Mon, 09 Nov 2009 09:57:02 GMT

Site Name

The account which the agent activity is being reported. This column is only
relevant if you are managing multiple Velaro accounts (such as a call center)

User

The agent that is represented for this specific date. When viewing the agent
utilization report over a date range greater than a single day, you can group the
results by this field to view a consolidated report of individual agent statistics.

Date

The date which represents the provided statistics for each agent. Group the
results by this field to view a consolidated report of all agents statistics

Logged In (TTA)

TTA represents the total amount of time that the agent was logged in to the
Velaro desktop agent. This statistic does not differentiate between availability
and transfer only mode. If the agent is logged in to the desktop, regardless of
their availability status, it is counted towards they TTA metric.

Total Chats

Represents the total number of chats this agent was involved in for the given time
period.

Total Chat Time (TCT)

Represents the total amount of time the agent was involved in all chats. This
metric is a simple cumulative time derived by adding the total amount of time the
agent was in each individual chat.

Linear Chat Time (LCT)

Represents the total amount of actual time the agent was chatting, regardless of
the number of simultaneous chats they were involved in.. This metric is similar
to Total Chat Time, however, it takes in to account times when the agent was
involved in more than a single chat and does not "double count" them.

Average Chat Time (ACT)

Represents the average amount of time the agent was involved in chats. This
metric is derived by dividing Total Chat Time (TCT) by Total Chats.

Multi Chat Time (MCT)

Represents the total amount of time the agent was involved in two or more chats.

Idle Time

Represents the total amount of time the agent was not chatting while they were
logged in. This metric is derived by subtracting Linear Chat Time (LCT) from
Logged In (TTA).

Agent Utilization (Util)

Represents the percent of time the agent was involved in chats relative to the
amount of time they were logged in. This metric is derived by dividing Total
Chat Time (TCT) by Logged In (TTA).

Average Response Time (ART)

Represents the average amount othe agent took to respond to individual visitor
submissions with in each chat. Every time the visitor types and adds a new line
of text to the chat, the timer "starts". Once the agent responds, the response time
is saved and becomes part of the calculation used to determine this metric.

Response Efficiency (REF)

This metric allows you to gauge the agent's response times against corporate
expectations. Use the Response Gauge (seconds) option at the top of the report
to set the expected average response time. After clicking the update button, this
metric will adjust on each line of the report accordingly. Agents performing
better by responding to inquiries faster that the value entered in the Response
Gauge are presented with a REF above 100%. Agents performing slower than
the value presented in the Response Gauge are presented with a REF lower than
100%.

Proactive Chat Requests (PCR)

Represents the number of times the agent proactively invited visitors on your
website to chat.

Proactive Chat Sessions (PCS)

Represents the number of chat sessions that were actually started as a result of
proactive chat requests (PCR).

Abandonments (ABD)

Represents the number of chat sessions this agent was involved in that results in
an abandoned chat. A chat is considered abandoned when, after the chat is
actually initiated, the visitor exits the chat without typing any initial text.

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>