InstantKB.NET

What do the symbols next to my visitors mean in the agent desktop application?

David — Wed, 05 Nov 2008 10:54:55 GMT

When looking at my visitors in the agent desktop there are symbols next to each of them, what do they mean?

In the agent desktop you will sometimes see symbols next to each visitor.

below are the sysmbols you might see.

Visiting site means just that, they are browsing your site.

Proactive chat requested means you have asked this visitor to chat, either manually through the agent desktop or automatically with the auto initiate feature enabled with the visitor monitoring script.

Proactive chat denied, means they have declined the proactive chat request.

Waiting to chat means they are waiting for an agent to answer their chat request.

Chatting means they are in a chat with an agent

Click to Call means they have initiated a click to call request and are awaiting a callback.

Visiting, has chatted previously means they have been to your site before and have also chatted with one of your agents.

Missed chat request means they tried to chat with you but were not able to, either all agents were busy or no one was online to accept their chat request.

You can also get this graphic of the symbols by right clicking on one of the symbols in the agent desktop next to the visitor.

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?

David — Tue, 04 Nov 2008 12:02:01 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 range that Velaro uses is 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.

When starting or exiting the Velaro Desktop I am receiving the following error message:“error restoring saved layout”What do I do?

David — Thu, 30 Oct 2008 15:23:00 GMT

When I open or close the Velaro app I have been getting the error message "Unable to restore saved layout" What is wrong?

When you see this error it typically means the Velaro application has been unable to update the files on your machine in the Velaro directory.

To resolve this issue please follow the steps outlined below.

1. You will need to navigate to the directory on your machine where the Velaro data files are saved. This is usually C:\Documents and Settings\[your user name]\Application Data\Velaro\5.X\
2. You may also find this by going to Help -> View Trace Data in the Velaro app. When the explorer window opens go up one level.

IMPORTANT: Please make sure you have exited the Velaro App before going any further.

3. Delete all files in the folder except for the config.xml and the folder titled "logs"
4. Restart the Velaro application

You should no longer get the error message and should be able to log in and take chats as normal.

How do I add automated chat requests to my web pages?

David — Tue, 28 Oct 2008 08:49:17 GMT

Velaro's real-time visitor monitoring script provides the additional capability to make automated chat requests to visitors. Automated requests are very powerful in that they do not require your agents to manually try to initiate a chat session with each visitor. In addition, once you have automated requests set up correctly they will only be displayed to visitors if an agent is online and available to take a request.

You can configure automated request on each individual web page to be displayed after the visitor has been sitting on that page for a specific amount of time.

You can configure you're account to only show an automated requests 1 time for each visitor within a specific amount of time. That way, you can ensure that your visitors are not getting inundated with too frequent auto-requests.

To set up automated requests, you first need to ensure that your web pages are properly constructed. After making sure your web pages are set up properly, follow these easy steps:

1. Log into the Velaro control panel at http://login.velaro.com
2. Select Deploy -> Visitor Monitoring Scripts from the main menu.
3. Select the "Auto-Invites" option below the default script that you are presented.
4. Enter the number of seconds you want a visitor to be idle on a page before an automated chat request is presented.

5. Click Update

6. Make sure that you set any other visitor monitoring script options that you will require for your web page(s).
7. Copy this script to your clipboard.
8. Replace any existing Velaro visitor monitoring script with the new one into all of the HTML pages within your website which you want an automated request. Velaro recommends that it be inserted at the BOTTOM of each page, immediately before the closing </body> tags.

After the scripts have been added to the page, you should configure the frequency that you want auto-initiated requests to display. To configure this option, select the "Setup" -> "Visitor Filtering" option from the control panel menu.

By modifying the "Auto open chat frequency" option you will control the timespan that Velaro will use to display multiple auto-initiated requests to an individual visitor. For more information on the frequency please see this article in our knowledge base http://www.velaro.com/kb/KnowledgebaseArticle10011.aspx?
If you want auto-initiated requests to show up all the time, set this value to 0.

How do I enable the spell check?

David — Mon, 20 Oct 2008 12:00:00 GMT

How do I enable the spell check?

By default the spell check feature is enabled in the Velaro agent desktop application when you install it. If you think the spell check is not enabled do the following.

1. In the agent desktop application click on Tools -> Options.
2. In the General tab expand the section for "Spell Checking"
3. to enable spell checking make sure the box is check marked for this (you may have to scroll down to see the box)
4. Select the radio button for "Automatic" this way the application will automatically underline in red words that it thinks are misspelled. If you set this to manual you will need to manually check for spelling mistakes they will not be presented to you automatically.
5. Make sure you then click on "Apply" and then "OK" to save your changes

If the spell checking is enabled verify the dictionary in use. If it is not for the language you are chatting in you would want to change this. For more information on adding new dictionaries to the Velaro application see this article.
http://www.velaro.com/kb/KnowledgebaseArticle10133.aspx

How do I add more dictionaries to the Velaro application?

David — Mon, 20 Oct 2008 11:52:58 GMT

How do I add more dictionaries to the Velaro application?

I am chatting in a different language other than English. How do I add additional dictionaries to use?

1. In the Velaro agent desktop application click on Tools -> Options
2. In the General tab expand "Spell checking"
3. Select the dictionary you wish to use from the drop down list. If the language you need is not shown you may be able to download additional ones.
4. Make sure that you have the radio button for "Automatic" selected.
5. Make sure the box for "Spell checking enabled" is checked
6. Click on "Apply" and "OK" to save your changes.

If the dictionary you need is not in the drop down list.
1. Click on the link directly below the list to"download more dictionaries" The application will download them and the Windows installer will start.
2. Make sure the radio button for "Modify" is selected. Select "next" to continue and all available dictionaries will be made available to you.
3. By default all are selected. You can unselect the ones you don't want by clicking on them and selecting "X Entire feature will be unavailable"
4. Click "Next" to continue. The dictionaries you have selected will be installed.
5. Click on "Finish" or Close" when this has completed.

Repeat the first steps to select a new dictionary.

How do I change the way the chat window opens on my machine?

David — Thu, 16 Oct 2008 10:03:26 GMT

How do I change the way the chat window opens on my machine?

You can have the chat window open a few different ways on your machine, either in a tab in the application, in a separate window with each chat in it's own tab or each chat in it's own window.

To set this option do the following.

1. In the agent desktop application click on Tools -> Options
2. Select the tab for "Display"
3. Expand the section for "Form layout"
4. Select the option you want from the drop down list for "Chat windows"
Your options will be
"Inline" this means the chats will appear in a tab within the agent desktop application.
"Tabbed" this means the chat will open in a new window, all of your chats will be in this window and will each have it's own tab for you to select.
"Separate" this means that each chat will open in it's own separate window.
5. When you have made your selection make sure you click on "Apply" and then "OK" to save your changes.

I would like to have my web visitors choose an agent to chat with when they initiate a chat how can I do this?

David — Fri, 10 Oct 2008 16:45:08 GMT

I would like to have my web visitors choose an agent to chat with when they initiate a chat how can I do this?

You can have your website visitors choose the agent they want to chat with when they click your button by doing the following.

1. Log into the Velaro control panel at http://login.velaro.com with your admin access.
2. Navigate to Setup -> Workflow
3. Select the icon for "Select Agent / Department"
4. Select the radio button "Yes, visitors are required to choose an agent or department before chatting"
5. Your visitors will now be asked to select an agent when they click on your chat button. It will only show those agents that are online and available to take chats.

6. If you want your visitors to select a Department instead of the agent you will also need to modify the chat request link in your web pages.
7. Open your web page in your html editor and search for the "requestchat.aspx" and you will need to add the following parameter to it "choosedept=yes".
For example your request link would look similar to this "http://service.velaro.com/visitor/requestchat.aspx?siteid=XXXX&showwhen=inqueue"
You would modify it to look like this instead "http://service.velaro.com/visitor/requestchat.aspx?siteid=XXXX&showwhen=inqueue&choosedept=yes"

ONLY DO STEPS 6 AND 7 IF YOU WANT YOUR VISITORS TO SELECT THE DEPARTMENT AND NOT THE AGENT.
If you do not want the choose department (default form) to show, do not set this parameter to no, just remove the parameter choosedept from the script altogether which would then look more like the default script whereby the script ends with "inqueue".

If you also have your visitors fill out a "Pre-chat" survey they will then be directed to that survey.

As an alternative to having your visitors select an agent when they click on your chat button you can deploy specific button html for each agent on your web pages.
Please see the following article on how to deploy the html for each agent that takes chat.

http://www.velaro.com/kb/KnowledgebaseArticle10130.aspx

Please note if you do not want your visitors to then go to the pre-chat survey you will need to disable that. This article explains how to do this. http://www.velaro.com/kb/KnowledgebaseArticle10051.aspx

Can I have my visitors select an agent specifically from a button or link?

David — Fri, 10 Oct 2008 16:19:25 GMT

Can I have my visitors select an agent specifically from a button or link?

You can have a link to start a chat with a specific agent on your pages. For example if you have pages on your site that deal with Sales and you only have "Agent A" that takes those chats and you have specific pages that deal with Support and only "Agent B" takes those chats you can point the chat link to each agent specifically.

To get the html for the chat link for each agent individually do the following.

1. Log into the Velaro control panel with your admin login at http://login.velaro.com
2. Navigate to Deploy -> Live help buttons.
3. Select the agent on the left side under "Select Item"
4. You will then notice that the html for chat now reflects a "userid=" parameter.

The normal html would look similar to this that will initiate a chat. "http://service.velaro.com/visitor/requestchat.aspx?siteid=XXXX&showwhen=inqueue" target="VelaroChat" onClick="this.newWindow = window.open('http://service.velaro.com/visitor/requestchat.aspx?siteid=XXXX&showwhen=inqueue', 'VelaroChat', 'toolbar=no,location=no,directories=no,menubar=no,status=no,scrollbars=no,resizable=yes,replace=no');this.newWindow.focus();this.newWindow.opener=window;return false;"

When you select the agent to direct the chat to specifically you will see the added parameter "userid=" added. The chat string would now look similar to this.
"http://service.velaro.com/visitor/requestchat.aspx?siteid=XXXX&showwhen=inqueue&userid=XXXXXXX" target="VelaroChat" onClick="this.newWindow = window.open('http://service.velaro.com/visitor/requestchat.aspx?sited=XXXX&showwhen=inqueue&userid=XXXXXXX', 'VelaroChat', 'toolbar=no,location=no,directories=no,menubar=no,status=no,scrollbars=no,resizable=yes,replace=no');this.newWindow.focus();this.newWindow.opener=window;return false;"

You see the "userid" is now in the string.

You can then either place the entire html on your page to show your chat button when that agent is online or you can just place a link on your page with that string to launch a chat. If you use html that displays the button the default chat button will be displayed.

XXXX = Your site ID number
XXXXXXX = Userid number

My sounds have stopped working with the application, how do I fix that?

David — Fri, 03 Oct 2008 15:22:45 GMT

My sounds have stopped working with the application, how do I fix that?

By default when the application is installed all file paths for sounds are relative. If you decide you would like to change your sounds back to the default ones you can find the default sounds in this folder on the local machine the application is installed on. C:\Program Files\Velaro\Velaro Agent Desktop\sounds\

To set your sounds to the original location for the application do the following.

1. In the agent desktop application click on Tools -> Options.
2. Select the tab for "Sounds"

These are your options for setting sounds.
    a. Visitor Sounds -> New Visitor. This is the sound the application will make every time a new visitor appears in the agent desktop application. Normally this happens when a visitor lands on one of your web pages that contains the visitor monitoring script.
    b. Chat Sounds -> New chat. This is the sound the application makes when a new chat opens.
    c. Chat Sounds -> New conversation text. This is the sound the application makes when new text is received in the agent chat window.
    d. Queue Sounds -> Waiting to chat. This is the sound the application makes when a new chat request has come in, this is ONLY if your organization uses "wait queues" for incoming chats.
    e. Queue Sounds -> Waiting for call. This is the sound the application makes for incoming "Click to call" requests
    f. Click to call Sounds -> New call request. This is the sound the application makes when a "Click to call" request has opened on your screen.

3. By default the sounds are configured during installation to a relative path. You will need to set the sounds to the exact location on your machine.
4. To select the sound you will need to browse for the correct file. To open and select the sound you want click on the small button next to the file listed in the window (it looks like a small button with three dots in it).
5. You will need to browse for the Velaro sound files, normally these are located at C:\Program Files\Velaro\Velaro Agent Desktop\sounds\
6. The default sound files are as follows
    a. Visitor Sound -> New Visitor; queue7.wav
    b.Chat Sounds -> New Chat: ring2electric.wav
    c. Chat sounds -> New conversation text: receivetext7.wav
    d. Queue Sounds -> Waiting to chat; queue3.wav
    e. Queue Sounds -> Waiting for call: queue3.wav
    f. Click to call Sounds -> New call request: ring2electric.wav

You may test the sounds by clicking on the blue arrow next to each once you have set their new location.

Make sure you click on "Apply" and then "OK" to save your changes.

For more information on setting the sounds that the application makes please see this article in the Velaro knowledge base.
http://www.velaro.com/kb/KnowledgebaseArticle10125.aspx?

The time stamp in my reports is not correct. Where do I change this?

David — Fri, 03 Oct 2008 09:40:55 GMT

The time stamp in my reports is not correct. Where do I change this?

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

1. Login to the Velaro control panel at http://login.velaro.com with your administrative login.
2. Navigate to Setup -> Account information
3. Change the "Time zone offset" to the correct offset with the drop down menu.
4. Click on "Apply changes" 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.

My Velaro application keeps crashing every time I try and start it on my machine what is wrong?

David — Wed, 01 Oct 2008 13:44:21 GMT

My Velaro application keeps crashing every time I try and start it on my machine what is wrong?

There may be several reasons why the Velaro application crashes each time you start the application. This could be due to system memory not being sufficient, especially if you have recently added any new programs or applications that use more system memory. The recommended MINIMUM memory is 512kb Ram.

The most common issue is that the .net runtime has either changed or is not installed. This can happen if another application has been installed and it has changed or modified the .net framework. It is recommended that you uninstall the .net framework and then reinstall it.

Do the following.

1. Uninstall the Velaro application using the Windows "Add remove programs" application.
2. Remove any remaining Velaro folders on your machine. These are typically found in the following directories. C:\program file\velaro and C:\Documents and Settings\Username\Application Data\ . You may also do a search for "Velaro" on your hard drive to find any other folders with the Velaro name, make sure you enable the search for hidden and system files and folders. Most of the time the Velaro folders are removed when you uninstall, but you must make sure they have all been removed.
3. Empty the contents of your "Recycle Bin"
4. Use the Windows "Add remove programs" utility to then uninstall the .net components. When uninstalling these components you should only uninstall version 2 and greater.
5. Once the .net components have been uninstalled restart your machine.
6. You must now reinstall the .net components you have uninstalled. Please go to this page to download and install the .net framework 2 with service pack 1
http://www.microsoft.com/downloads/thankyou.aspx?familyId=79bc3b77-e02c-4ad3-aacf-a7633f706ba5&displayLang=en .
7. You may be prompted to reboot once the .net framework has been reinstalled.
8. Next install the Velaro desktop application. You can download the install application from http://downloads.velaro.com/version5/velaro.exe .
9. Once you have reinstalled the Velaro application you should be able to launch the application and sign in.

If you are still experiencing problems with the application please contact Velaro support at 800-983-5276 and press 2 for support or email support@velaro.com.

When I shut down my machine the Velaro agent application pops up and I can't shut down.

David — Thu, 25 Sep 2008 13:44:12 GMT

When I go to shut down my computer the Velaro agent desktop application keeps popping up and I can't shut down my machine. What do I do?

If the application comes up when you shut down your machine this means that you have not closed the application correctly.
The agent desktop application runs much like other IM applications. When you close the window by clicking on the "X" in the upper right corner all this does is close that view. The application remains running in your system tray.

To close the application correctly do one of the following after signing out.

1. Click on File -> Exit. This will exit the application.
2. Click on the icon in the application at the top that looks like an open door. This will close the application.
3. If you can still see the Velaro icon in your system tray you can right click on that and select "Exit Logout" That will also close the application.

Once the application is closed out correctly you will be able to shut down your machine.

I need a basic link to get the chat window going. No image necessary. How do i do this?

David — Wed, 24 Sep 2008 15:41:52 GMT

I need a basic link to get the chat window going. No image necessary. How do i do this?

You can have a basic chat link by using the following URL.

http://service.velaro.com/visitor/requestchat.aspx?siteid=XXXX&showwhen=inqueue " target="VelaroChat" onClick="this.newWindow = window.open('http://service.velaro.com/visitor/requestchat.aspx?siteid=XXXX&showwhen=inqueue', 'VelaroChat', 'toolbar=no,location=no,directories=no,menubar=no,status=no,scrollbars=no,resizable=yes,replace=no');this.newWindow.focus();this.newWindow.opener=window;return false

Replace the "XXXX" with your own site ID.

This will open a chat to your general site level.
You can also direct the chat to a specific department by adding the following parameter "&deptid=XXXX"

Replace the XXXX with the department ID for your specific department.

The URL would then look like,

http://service.velaro.com/visitor/requestchat.aspx?siteid=XXXX&showwhen=inqueue&deptid=XXXX"target="VelaroChat"onClick="this.newWindow=window.open('http://service.velaro.com/visitor/requestchat.aspx?siteid=XXXX&showwhen=inqueue&deptid=XXXX','VelaroChat','toolbar=no,location=no,directories=no,menubar=no,status=no,scrollbars=no,resizable=yes,replace=no');this.newWindow.focus();this.newWindow.opener=window;return false

You can place this hyperlink inside your email signature, as a link in a web page instead of the normal chat button, or anyplace you would like just a link instead of the normal chat button.

You can place the hyperlink behind any static image on a web page or in an email. Normally you would need to select the image and then right click and "add hyperlink" You can also do this with a word or words by higlighting the text and add the hyper link to that instead.

Using this link will not allow your visitors to see if your are either online or offline, if you are not signed in to take chats, the person clicking the link will be directed to the "No One Available" form you have designated.

How do I change the sounds the Velaro agent application makes?

David — Wed, 24 Sep 2008 14:24:02 GMT

How can I change the sounds that the Velaro agent application makes?

The Velaro desktop application come with built in sounds that may be changed for your own personal experience.

To change the sounds that the application makes you must have the sound file you want to use available on your local machine.

The application will only play .wav files.

To reconfigure the sounds the application plays do the following.
1. In the application click on Tools -> Options
2. Select the tab for "Sounds"
You are presented with the various sounds that may be configured in the application.
a. Visitor Sounds -> New Visitor. This is the sound the application will make every time a new visitor appears in the agent desktop application. Normally this happens when a visitor lands on one of your web pages that contains the visitor monitoring script.
b. Chat Sounds -> New chat. This is the sound the application makes when a new chat opens.
c. Chat Sounds -> New conversation text. This is the sound the application makes when new text is received in the agent chat window.
d. Queue Sounds -> Waiting to chat. This is the sound the application makes when a new chat request has come in, this is ONLY if your organization uses "wait queues" for incoming chats.
e. Queue Sounds -> Waiting for call. This is the sound the application makes for incoming "Click to call" requests
f. Click to call Sounds -> New call request. This is the sound the application makes when a "Click to call" request has opened on your screen.
3. To mute any of the sounds select the "red" button next to the sound you would like to mute.
4. To change the sound the application makes select the button next to the file name to browse for a new file. This must be a .wav file that is accessible to your local machine.

Make sure that you click on "Apply" and then "OK to save your changes.

I have deleted my prechat survey what can I do?

David — Wed, 24 Sep 2008 12:13:21 GMT

I have accidentally deleted my prechat survey now what can I do?

If you have deleted your prechat survey you can do a few different things.
A. Create a new pre chat survey to use.
B. Use the standard questionnaire.
C. Skip the pre chat survey and go directly into a chat.

A. If creating a new survey to use do that first and then set it for use on the workflow section.
For information on creating or customizing a survey please see this article in our knowledge base http://www.velaro.com/kb/KnowledgebaseArticle10027.aspx?
1. Create your survey to use. make sure it is set as active so you can use it.
2. Once your survey is complete navigate to Setup -> Workflow in the Velaro control panel.
3. Select the icon for "Prechat Survey"
4. To use a survey make sure the radio button for "Embed a custom survey" is selected.
5. If you have departments setup and need this to be a specific survey for a department select that department, otherwise you will be configuring a prechat survey for the "General" or site level.
6. Select the Pre chat survey from the drop down list.

Your settings will be automatically saved If you would like the Velaro system to remember visitor names when they return to your site make sure that checkbox is marked.

B. You may select to use the standard questionnaire. This only asks for your visitors name and email address. You may not change the questions in this form.
1. To use this option navigate to Setup -> Workflow in the Velaro control panel.
2. Select the icon for "Prechat Survey"
3. Select the radio button to "Use standard questionnaire"
4. Now your visitors will only be asked their name and email address in a Pre chat survey.

C. Skip the prechat survey and launch a chat as soon as the visitor clicks on the chat button.
1. In the Velaro control panel navigate to Setup -> Workflow
2. Select the icon for "Prechat Survey"
3. Select the radio button "Do not show any pre-chat questionnaire"

Use option C if you would like to have a chat open without any questions from your visitor, they will always be called "Guest" in all chats.

This option should also be used if you have a prechat survey form on your website and have a chat launch that way. For more information on how a chat can be launched directly from a web page please see this article in our knowledge base http://www.velaro.com/kb/KnowledgebaseArticle10071.aspx? .

Advanced Live Help button PDF

David — Tue, 16 Sep 2008 15:48:26 GMT

This is the document for the Advanced Live Help button.

How do I enable a post chat survey?

David — Fri, 05 Sep 2008 14:25:38 GMT

You can have your visitors or agents fill out a post chat survey after the chat has ended.

Post chat surveys are voluntary for visitors but can be made mandatory for agents.

To use a Post Chat survey do the following.

1. Log into the Velaro control panel at http://login.velaro.com with your administrative access login.
2. If you do not already have a post chat survey that you want to use you will need to create one. Your account comes with a basic default Post chat survey and you can edit that survey if you wish instead of creating a new one.

For more information on creating and editing surveys please see this article.
http://www.velaro.com/kb/KnowledgebaseArticle10027.aspx?

3. Navigate to Setup -> Workflow.
4. Select the icon for Postchat Survey.
5. Select the radio button for the post chat survey you wish to enable or configure either Agents or Visitors.
6. If the survey is not enabled select the radio button for "Show Postchat questionnaire"
7. Select the department you wish to configure.
8. Select the survey you wish to use from the drop down menu.

Your post chat survey is not configured and will be shown when the chat is exited.

If this is a post chat survey for an agent once they have ended a chat you can also require the agent to fill out the survey by placing a check mark in the box "Require agent to submit survey" This is only for agent post chat surveys.

How do I update my billing information?

David — Wed, 03 Sep 2008 17:34:41 GMT

How can I update my billing information?

You can now update your billing information from the Velaro Control Panel.

1. Log into the Velaro Control Panel at http://login.velaro.com with your administrative login.
2. Navigate to Support -> Update Billing Information.
3. Input your new billing information in the areas provided.
Make sure you input your company name, name on credit card, credit card type, card number, security code (normally found on back of card) and the expirartion date on the card.
4. If your billing address is also different please supply that information.
5. Click on "Submit" when you have input the new information to save your changes.

If your account has expired after you have input new card information please please call 800-983-5276 and press 3 for Billing you can reach someone Monday - Friday between 9am and 6pm Eastern US time.

Can I be alerted when a visitor answers a survey question with a certain answer?

David — Fri, 29 Aug 2008 16:24:52 GMT

Can I be alerted when a visitor answers a survey question with a certain answer?

You can have the Velaro survey system alert you via email when a visitor answers a question in one of the Velaro surveys with a certain answer.
For example if you have a post chat survey setup you can be alerted by email each time a visitor answers a question with the word "No".

This can be done on any active survey pre-chat, post chat, etc..

Once you have a survey created you can set it up for an auto alert by doing the following.

1. In the Velaro control panel at http://login.velaro.com make sure you are logged in as an admin.
2. Navigate to Setup -> Surveys
3. Locate and select the active survey that you want to edit and set an auto alert for.
4. Locate the question you want to be alerted when a visitor answers a certain way.
5. To the right of the question will be a button "Auto Alert"
6. Click on that button.
7. You will be presented with two dialog boxes to enter information. The first is the answer you want to be alerted to.
The answer that a visitor can enter for this to work can be one of the following types, single line text, check boxes, radio buttons, or drop down options. Make sure you put in the exact word(s) to be alerted to. The visitor must input the correct word(s) for the alert to work. Radio buttons, check boxes and drop down options will work best. If the answer you want to be alerted to is more than one word make sure you enter the exact words.
8. The second dialog box is to enter the email to send the alert to.

Now when a visitor answers a question in this survey as specified you will get an email alert.

For more information on creating and modifying surveys please refer to this knowledge base article.

http://www.velaro.com/kb/KnowledgebaseArticle10027.aspx?

How do I set the amount of time a visitor has to sit idle on a page before the proactive chat request is displayed?

David — Tue, 26 Aug 2008 17:30:18 GMT

With the Velaro software you can pro-actively ask your visitors if they would like to chat if they have been idle on a page on your site for a certain length of time.

To setup the pro-active chat request follow these steps.

This requires that you either add the visitor monitoring script to your pages you would like this feature on or you will need to replace the current script with the new.

1. Go to the control panel and login with your administrative ID at http://login.velaro.com.
2. Navigate to Deploy -> Visitor Monitoring
3. Select the department if applicable on the left side of the page.
4. In the gray bar across the center of the screen click "Auto-invites"
5. Enter the number of seconds you would like the visitor to be on the page before an auto - invite is sent.
6. Click "update"
7. Select ASP and or Secure page if those apply to the web page you will be placing this on..
8. Once the script wizard has updated the script replace your current visitor monitoring script with the new one presented to you.

Please note: If you are using flash on any of these pages you should also read this article on flash and the auto-invite.
http://www.velaro.com/kb/KnowledgebaseArticle10077.aspx?

The proactive chat feature may not always work correctly on web pages with a reference to "loose.dtd" at the beginning of the source for that page. "transitional.dtd" or "strict.dtd" is recommended.

Now when your visitors have been idle on the page or pages you have the new script on they will automatically be asked if they would like to chat with someone, instead of having to click on the chat button.

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

David — Tue, 26 Aug 2008 16:02:32 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 Setup -> 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 "Add User" below 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.

Download the Enterprise Integration Guide

David — Fri, 22 Aug 2008 15:30:11 GMT

If you are using Velaro's Enterprise Integration piece you can download the following guide.

Download the Velaro Admin Guide

David — Fri, 22 Aug 2008 09:22:28 GMT

The Velaro Admin guide is a handy tool that covers every aspect of the Velaro system.

Once you have mastered the basics of configuration you can use this guide for a more in-depth look and understanding of the various Velaro configurations and settings available to you in the Velaro Control Panel at http://login.velaro.com

You can download and review the Velaro Admin Guide at

http://www.velaro.com/docs/Velaro-Admin-Guide.pdf

Download the Velaro Quick Start Guide

David — Fri, 22 Aug 2008 09:21:32 GMT

You can download the Velaro Quick start guide from the following URL.

http://www.velaro.com/docs/Velaro-Quick-Start-Guide.pdf