Home>FAQs

 

Listed below are some of the most commonly asked questions. If you have any different questions, feel free to contact us.

Q. What is LivehelpGenie?

A:- LivehelpGenie is a software based live help solution used by online businesses for their company representatives to chat with their web site visitors in real-time.

Q. How do I login to LivehelpGenie from more than one computer?

A. You need to create a new operator for every new pc /person that you want to have login access to your LivehelpGenie account. You may add extra operators by going to your LivehelpGenie member area and clicking on the Add Operator link.

Q. I get logged out from my LivehelpGenie software. The software tells me that     someone else has logged in from another computer?

A. This error may occur because you used the same username to login to LivehelpGenie from 2 or more computers. If you want to connect from two different computers, please see the question above. You may also sometimes get this error, because more than one copy of LivehelpGenie may be running on a single computer. In this case, you need to exit from the extra instances of LivehelpGenie that may be running on your computer.

Q. What is an ASP (application service provider)?

A. An ASP is an online network that is accessible through the Internet after you install the software. It is quickly integrated with other Web sites and the services are easily implemented and scalable.

Q. How do I get started with LivehelpGenie for my web site?

A. Getting started with LivehelpGenie is very simple. Once you register for an LivehelpGenie account, you will have to download our software and you will be supplied with HTML/Javascript code to insert on your web site.

Q. Can you do proactive chats and site monitoring with LivehelpGenie?

A. Yes, you can monitor visitors on your web site in real-time. You can also send 'proactive' chat invitations and ´Force Chat´ to those visitors.

Q. I have multiple web sites I would like to support. Is this possible with LivehelpGenie?

A. Yes, with LivehelpGenie visitor tracking software, you will know which URL they are coming from, before you start any chat sessions.

Q. Can I host LivehelpGenie on my own servers?

A. No. LivehelpGenie is a 100% hosted solution which requires no servers to configure, maintain, or update.

Q. What are the Software Requirements for running the Operator software?

A. LivehelpGenie requires: Operating system: Win98 or Win Me or Win 2000 or Win XP. Internet Explorer: Version 6.0 or above. Microsoft .NET Runtime : Version 1.1 or above.

Q. I want my organization's LivehelpGenie to be hosted on a separate server. Is this     possible?

A. Yes, LivehelpGenie will be offering dedicated server options in which LivehelpGenie will host your LivehelpGenie application on its own dedicated server.

Q. Is LivehelpGenie compatible with Cookies?

A. Yes and No. For your web site visitors, if they disable cookies, you will not be able to track them via the site monitoring tool, but you can still initiate proactive chats. For the operator browser, we recommend enabling cookies.

Q. What Operating system platforms and browsers is LivehelpGenie compatible with?

A. LivehelpGenie has been tested to work with Microsoft Windows 2000, Microsoft Windows XP, and Mac OSX. The browsers that are compatible for the visitor include the current versions of Safari, Firefox, Netscape and Internet Explorer. As for the Operator Console, we recommend using Firefox and Internet Explorer only.

Q. How many web agents does my site require?

A. It depends on the vastness and complexity of your site or business. If you have a huge site with multiple departments you will need to have more than one agent. Our software puts no limitation on number of agent or departments you can use.

Q. Can my agents handle more than one chat at a time?

A. Your agents can handle any number of chats simultaneously. There is no upper limit to the number of visitors an agent can handle. The figure can also be decided by you. You can decide how many chats each agent can engage in based on their typing skills.

Q. Can I set my working hours for chat?

A. Yes! you can specify the working hours within which the chat will work based on your hours of working.

Q. How do operators handle chat?

A. Your operators can log on to their software with a login ID and password created by the admin. They can then engage in conversations with multiple clients.

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Q. Are there any limitations in the Trial account?

A. No. All features of the service are fully functional in the Trial account.

Q. Do I need to enter my credit card info or make a pre-payment for the trial?

A. No. To start using our service in trial mode you just need to download our trial version software and enter your login name and password. When your trial expires, you will be able to choose subscription package and submit payment.

Q. Can I keep my settings after my free trial expires?

A. Yes. All of your settings will continue uninterrupted when you sign up for paid subscription.

Q. For how long is LivehelpGenie giving its Free Trial Version available?

A. LivehelpGenie's FREE trial is available for 14 days. This is a promotional tool and also we want our visitors to get a better idea of our product through free trial.

Q. What feature package does the Free Trial Version include?

A. The Free Trial Version includes all the features of our software which we provide in our corporate version. The user cannot miss out on any feature that we can provide.

Q. Does the software contain any ad ware or spy ware programs?

A. Definitely not. LivehelpGenie is completely free from spy ware and/or ad ware programs. The free version is given in the hope that the customer using it will like the software and upgrade to the paid service.

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Q. Can a non-technical person set this up?

A. Absolutely. No advanced technical skills are required. You merely need to download and install our software. If you need assistance, we are always there to help.

Q. How do I add the chat feature to my website?

You simply paste a short snippet of chat button HTML script into your web page source code and upload the updated page to your web server. When your client clicks on the chat button, this code will load the Visitor Messenger from our servers.

Q. How fast can chat be set up on the site?

A. Once the payment is processed, in a matter of minutes you can set up live chat on your website.

Q. Can I download the software and install it on my server?

No. At this time we offer this system only as a hosted solution running on our servers, as it requires a complex server-side infrastructure that needs to be maintained by our administrators.

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Q. Can I have my customers include info like company,email,etc.when they'reasking for support?

A. Yes. You can define fields in your pre chat survey forms. You can add simple text fields for short texts such as email addresses; text areas for longer messages, such as customer problem descriptions.

Q. Can I create predefined answers if I know I'm going to be asked the same questions by most visitors?

A. Yes. You can create canned responses inside your account administration area. You can define answers accessible to all operators or specific departments. After you set up predefined answers, your operators will be able to choose them by use of keywords in the operator console. Your operators may edit or customize these messages as necessary before they are sent to the visitor.

Q. How does the Proactive Messaging work?

A. Just click the visitors IP information and then right click it. Click the option "Send Proactive Message". Fill out the required fields. You can choose to store different proactive messages.

Q. Is it possible to block IPs from myself?

A. Yes. You can block any IP address from you.

Q. Can I monitor visitor traffic on my eBay auction page?

A. Yes. You can monitor visitor traffic on your e-bay auction page.

Q. Can I customize LivehelpGenie to look like my website?

A. Yes. All features of the LivehelpGenie can be customized including - online/offline buttons, operator interface, visitor chat window, background colors, and font colors. You may also upload your logo or header image.

Q. What is 'Push Technology'?

A. Operators can send web pages that open at the visitor´s window. LivehelpGenie's Force Chat feature is another example of push technology as visitors receive chat requests that are initiated by the operator.

Q. Can I customize my messages?

A. You can customize messages given to users.

Q. How will I know when someone enters to chat?

Once your agent is logged in to chat and is ready to receive requests, he will get an audio and visual alert on his screen.

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Q. Can we change the appearance of chat buttons to match our site better?

A. Yes. You can choose button images from our gallery or upload your own images.

Q. Can I have different chat buttons on different pages of my site?

A. Yes. This can be achieved by placing slightly different version of our HTML code on each page of your site.

Q. Can I place chat buttons on more than one site/domain?

A. Yes. You can place chat buttons on any number of pages, sites, and domains.

Q. Can I have more than one chat button on my site?

A. You can have any number of buttons on your site & you can design the look and feel of your buttons. We also provide with a big range of innovative chat button designs.

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Q. Do I have to be running DSL or cable?

A. Our service works fine on dial-up modem connections, but some kind of persistent connection is preferable for operators to be online most of the time.

Q. What about the security of our conversations?

A. If your conversations contain sensitive information, you can choose to have our feature of secure SSL chat.

Q. Will your product still work if I'm on a corporate network? Will our firewall, proxy server, or antivirus software affect it?

A. Our system works over standard HTTP or HTTPS (80 or 443 ports) and does not use any incoming connections. It should work without requiring port mapping / forwarding rules on any network where you can access web pages with browsers like Internet Explorer or Netscape. If you encounter any problems connecting to our service, let us know and we will find a solution.

Q. Can your system be used with dynamic and secure web pages? Does it work properly on Linux hosting?

A. Yes. Our system works on both static and dynamic pages created with any technology (HTML, PHP, ASP, JSP, CGI and others), on any kind of hosting. We also have a version of chat button code that can be placed on secure pages without browser warnings. You can choose to run all your chat sessions over secure connections.

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Q. How do I access the historical chat transcripts that I've had with my customers?

A. Our system provide a searchable chat by date, IP address etc. You can view transcripts at any time in the member's area.

Q. Is any software downloaded on my visitors computer when they visit my Websites?

A. A small java applet is downloaded to the visitor's computer.

Q. What are the requirements for a visitor who wants to chat with me?

A. Your visitor needs a Java Enabled Browser. The visitor should be using IE 5+, Netscape 7.0 + or Mozilla 1.2+ or Firefox or Konqueror. The chat works on both Windows and Linux based computers.

Q. I pasted the code on my page, but I cannot see any status Icon. Why?

A. Most Editors including FrontPage and Dream Weaver change the contents of the Java Script Code. (The code provided by LivehelpGenie . It is recommended that you open a simple Text Editor like Notepad to paste the code on your website.

Q. How do I stop LivehelpGenie from starting when Windows starts?

A. On the top main menu, click on Tools->Startup options and change as desired.

Q. How do I change the message that appears when I reject a chat invitation?

A. On the top main menu, click on Tools->Customize Call Rejection Message.

Q. How do I customize the Welcome Message Sent at the start of a Chat Session?

A. On the top main menu, click on Tools->Customize Welcome Message and change as desired.

Q. How do I use Pre Set/Pre Saved Responses?

A. On the top main menu, click on Canned.

Q. How do I view the session History for a visitor? (The pages that a visitor has visited in this Particular Session on my Web site).

A. In the Visitor List Window, select a Visitor. Then click on the Information Tab at the bottom. You will see a list of all pages visited by the customer along with the time at which the customer entered each page. You can visit the pages by clicking on the page address in the information section. A new browser window will open and the selected page will be opened for you.

Q. How do I manage the chat windows when I am chatting to more than one customer?

A. Whenever you are chatting with multiple customers, the status of each of those customers is shown as "Chatting" in the top information area. Whenever a new message comes in, this status changes to "New Message" and you can click on that visitor's info. to select them. Now your message will be sent to this user.

Q. I want to send my status icon in my HTML rich emails! How do I do this?

A. Login to the member area on the LivehelpGenie site and go to the Get Code page. You will see a box with the Email signature Code. Just copy this code and paste it into your HTML emails.

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