Knowledgebase: Plugins
3dLiveChat Software Manual

Thank you for purchasing the 3dLiveChat Plugin for your 3dcart store. This program will allow you to interact with your customers while they are browsing your store via real-time chat and help answer any questions or concerns they may have about your products.

We've installed the application to your site, and we've configured some basic settings for your store. However there are still a few settings you'll want to go over before you're ready to use the 3dLiveChat software.

When the 3dLiveChat plugin is initially installed for you, your support rep will send you a message with the URL to your 3dLive Chat Administrator interface, your login and a link to this article. This Article will assist you in completing the setup of your 3dLiveChat program as well as offer instructions on how to use the program. Click below for each topic.


Logging into Your 3dLiveChat Account
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To log into the Administrator Interface:

  1. Go to the admin URL
  2. At the login screen, enter your Username and Password

Tip
As mentioned, the above login information will be included in your setup confirmation email from 3dcart Support. If you have not received this information, please contact support at 1-800-828-6650

At the left hand side of the interface, you will see a series of icons which will take you to different sections of the 3dLiveChat Administrator interface. This article will go over the settings you'll be using.


Create Departments
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First you will need to create your Online Support Departments. When your customers initiate a chat session, they will fill out a form that includes their name (or desired screenname), email address and which department they'd like to chat with.

Departments can either be simple designations like customer service and sales, or - if your store makes extensive use of categories - actual specilized departments like Electronics, Appliances, Video, Home Office, etc. During your initial setup, 3dcart will create a "Sales" department for you. You can leave it as is, change it or add new departments as desired.

To create your 3dLiveChat Departments:

  1. Log into your 3dLiveChat interface
  2. Click on the "Departments" button on the left hand side.

  1. Towards the top-right, click on the "Add New Dept" button.
  2. Enter your department's information in the supplied fields. Your fields are:
  • Department Name
    The name of the department as it will appear to your customers.
  • E-Mail Address
    An e-mail address to send the messages left by customers when the Department's representatives are busy or off-line.
  • Optional Descprition
    A brief description of the department.
  • Assigned Representatives
    Here you can assign Reps (Agents) to the department. (See next section)
  1. Click Save when you're done.

Tip
You can also edit existing departments as needed


Create Reps
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Next you will need to create Reps. These are users on your staff who will be available to provide online help/chat to your customers. Each rep will be given their own user name and password combination to log into the 3dLiveChat interface and assist customers.

While logged into the Admininstrator Interface:

  1. Click on the "Reps" icon located on the left hand side.

  1. Click on "Register Rep" at the top right of the screen.
  2. Enter the Rep's details in the supplied fields. Your fields are:
  • Rep. Name
    The name of the Agent
  • Rep. E-Mail
    The agent's contact email for department and chat emails.
  • Username
    The username the agent will use to log into the 3dLiveChat interface
  • Password
    The password the agent will use to log into the 3dLiveChat interface.
  • Alias (Session Name)
    This will be the Agent's "Screen Name" during chat sessions.
  • Max. Requests
    The maximum number of simultaneous chat requests the agent will handle. (0 for unlimited)
  • Administrator
    Select this checkbox if the Agent is to also have administrative rights to the 3dLiveChat interface. (to add/remove departments and users)
  • Assigned Departments
    Select and highlight the department(s) this agent will handle chat sessions for. (CTRL-Click to select multiple departments)
  • Additional Info
    Any additional information about the agent you would like to add.
  1. Click "Save Representative" when you're done.

Tip
You can also edit existing reps as needed


Create Canned Commands
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You can also create canned commands on your store's 3dLiveChat program. These are pre-defined actions that you can configure for more efficient interactions with your customers.

There are three types of Canned Commands that can be configured:

  • Reply
    A predefined message or reply like "Hi, how may I help you?"
  • Push
    An action that will send a file or open a browser window to the customer during a chat session like a specific web page or URL or a product specification sheet.
  • Image
    A predefined image that can be sent to the customer during the chat session such as a flyer or banner.

To add a Canned Command:

  1. Log into your 3dLiveChat Interface
  2. Click on the "Canned Commands" button on the left.

  1. Specify the Canned Command designations in the supplied fields. Your fields are:
  • Name
    An easy name to remember for the canned command. Something that will be useful to your reps to identify the command during a chat session.
  • Comand Type
    The type of Command this will be. Reply, Push or Image. (see above)
  • Command Text
    The details of the command that are sent during the chat session. For example the text of the reply or the file path to the image.
  • Departments
    The departments this canned reply will be eligible for.
  1. Click on Save when you're done.

Additional Information
Your 3dLiveChat installation has a sub-folder located (via FTP) at /web/3dliveChat/files which can be used for the Push and Image Commands Types. This is the folder where you will upload your files for these commands.

When specifying the Command Text for these commands, the command can be written simply as "files/[filename]". For example, if you are using the Push Command to send your customer a file called "specs.pdf," then the Command Text will be written as "files/specs.pdf" and it will open up for the user.


Additional Configurations
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As mentioned at the start of this article, upon purchase of the 3dLiveChat plugin, the 3dcart Support team has laready configured some basic settings to the program. However, you may wish to further configure settings to meet your 3dLiveChat needs.

To view and edit the program's configuration settings, log into the 3dLiveChat Interface and click on the Configuration Button on the left hand side.

For the most part, you won't have to edit any of these, but below is a brief description of the various settings for your reference:

  • Name/Company
    This will be your company name
  • License ID
    The License serial number for your plugin. (Entered by 3dcart Support)
  • Site URL
    The URL to your store
  • Application URL
    The full URL to the live help system. (Note, if you plan to use 3dLiveChat on your store's secure pages, you should enter this as your Secure URL.)
  • Representatives Timeout
    The amount of Rep inactivity time that should pass before the session is considered as timed out.
  • Customers Timeout
    The amount of Customer inactivity time that should pass before the session is considered as timed out.
  • Chat Refresh Rate
    The amount of time (in seconds) for the chat window to auto-refresh.
  • Monitor Refresh Rate
    The amount of time (in seconds) for the Monitor window to auto-refresh.
  • Max. Customer Wait Time
    The amount of time (in seconds) that a customer may wait in queue to get in touch with a representative. (after time has elapsed a "leave message" form will appear.)
  • Customer Chat Window
    Parameters for the chat window as it is seen by your customers.
    • Title
      The title of the popup window
    • Width/Height
      The dimensions of the window
  • Representative Chat Window
    Parameters for the representative chat window.
    • Width/Height
      The dimensions of the window
  • Visitor Tracking
    Options for tracking visitor activity during chat sessions:
    • Enable visitor tracking
      track visitor activity during chat sessions
    • Track Representatives
      track agent activity during chat sessions
    • Refresh tracking every [__] seconds
      Specify the tracking refresh rate
    • Display up to [__] tracked visitors on the live monitor
      The maximum amount of tracked visitors shown on the live monitor. (*See note)
  • Pre-Chat Form
    Designate if the pre-chat form will require Name and Email fields to be entered.
  • Chat Transcripts
    Designate whether to save transcripts of the chat sessions to your 3dLiveChat Database.
  • Default Customer Alias
    The Customer's "screen name" as it appears during proactive (agent invites customer) chats.
  • Default Department Name
    The department name used for proactive (agent invites customer) chats.
  • Compact MS Access database
    Allows you to compact the 3dLiveChat database to save space.
  • Stats Timeframe
    Designate how long the default statistical data timeframe should be.
  • Invitation Message
    Specify the invitation message you'd like to show for proactive (agent invites customer) chat sessions.
  • Welcome Message
    Designate the welcome message to be shown when a customer's chat session is accepted and started.
  • Leave a Message
    Specify whether you'd like to use the default 3dLiveChat form for leaving a message or if you would like to link it to an external contact form. (For example your store's CRM page.)
  • E-Mail Settings
    Your configuration options for the "Leave a Message" emails including the SMTP server, email address and subject line used for the messages.

*Note
Regarding the 3dLiveChat live monitor that allows you to see active visitors and engage them proactively in chat: To preserve server performance, this feature has been limited to only show 20 active visitors in the monitor at any given time.

Please note however, that this only applies to the live monitoring functionality of the plugin. You can still chat with more than 20 customers at a given time with the program.


Adding 3dLiveChat Scripts to Your Store
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After setting up your departments, reps, canned commands and fine-tuning your configuration settings, it is now time to add the 3dLiveChat scripting to your 3dcart store.

The scripting for the 3dLiveChat program is composed of two scripts:

  • Support Button Code
    This one is for the 3dLiveChat Button that your customers will use to intiate a chat, see if anyone's online, leave an offline message, etc.
  • Visitor Tracking Code
    This second script will be used for the tracking of your visitor's activities and to be able to initiate proactive (agent invites customer) chat sessions.

Adding the Support Button Code

Some merchants, will apply the main button code script directly onto the store's frame.html file. This will make it so that the program appears on every page of the store. However, other merchants may have different ideas of where they would like the live chat software to appear.

This article will explain three of the more common ways to add the button to your code.

Method 1: Globally on the frame.html file.
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This method will apply the code globally to every page of your store.

Note
Be sure to use your store's secure URL for the "Application URL" in your 3dLiveChat configuration screen if you want to have 3dLIveChat enabled on all pages.

  1. Log into your 3dLiveChat Interface
  2. Click on the "Dashboard" button on the left hand side

  1. Copy (CTRL-C) the scripting specified in the "Support Button Code" field to your computer's clipboard.

  1. Now, log into your 3dcart Online Store Manager
  2. Navigate to Settings ->Design ->Themes & Styles
  3. Click on the "Edit Template (HTML)" button.
  4. Look for your theme's "frame.html" template and click on its "Edit" button.
  5. Using CTRL-F on your browser, search for the closing head tag of the HTML. It will be written as: "</head>"
  6. Paste (CTRL-V) the Support Button Code scripting directly before the closing </head> tag.
  7. Save Changes.

Your store will now show the 3dLiveChat button at the top left corner of every page.


Method 2: Globally on the Store's Global Header
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This method will also apply the button to every page of the site. However, it will place it in your store's Global Header instead of the frame.html file. This may be an easier method for users who are not familiar or comfortable with editing HTML coding. Furthermore, using the global header allows merchants to have the 3dLiveChat button appear closer to their Store Logo.

Note:
You may need to use the Global Header's WYSIWYG editor first to set your store logo in the global header, before proceeding with adding the 3dLiveChat Support Button code.

  1. Log into your 3dLiveChat Interface
  2. Click on the "Dashboard" button on the left hand side

  1. Copy (CTRL-C) the scripting specified in the "Support Button Code" field to your computer's clipboard.

  1. Now, log into your 3dcart Online Store Manager
  2. Navigate to Content ->Header and Footer
  3. In the Global Header section, paste (CTRL-V) the Support Button Code to the end of any coding you may have present there. (Be sure to have WYSIWYG turned off before adding the button code)
  4. Click on the "Enable" checkbox for the global header
  5. Click "Save Changes"

Your store will now show the 3dLiveChat button at the global header of every page.

Tip
Another alternative is to use the store's Global Left or Global Right banners for the coding instead. Here is an example of the coding on the Right Banner just under the store's Top Sellers.


Method 3: Adding 3dLiveChat to your Contact Us Page
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This next method involves placing the Support Button coding to only your site's "Contact Us" page. This way, when your customers go to leave you a CRM message or get your phone number, they will also see the chat option available to them. Of the three methods discussed here, this is by far the easiest.

  1. Log into your 3dLiveChat Interface
  2. Click on the "Dashboard" button on the left hand side

  1. Copy (CTRL-C) the scripting specified in the "Support Button Code" field to your computer's clipboard.
  2. Now, log into your 3dcart Online Store Manager
  3. Navigate to Content ->Titles & Content
  4. Look for your store's "Contact Us" title page and click on its "Edit" button
  5. In the Header section of the page, paste (CTRL-V) the Support Button Code to the end of any coding you may have present there. (Be sure to use the non-WYSIWYG interface before adding the button code)
  6. Click "Save Changes"

Your store will now show the 3dLiveChat button at the top of the Contact Us page.

Tip
You're not just limited to the "Contact Us" page. The "Titles & Content" section allows you to add the Support Button coding to just about any page of your site that you wish. For example, your Home Page, Category Pages, Listing Pages - all of these have their own respective "Titles and Content" page that you can add the scripting to.


Adding the Visitor Tracking Code
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The Visitor Tracking code will be needed to use the 3dLiveChat program's Monitoring functions. It will allow you and your chat users to track visitors and initiate a chat session.

The tracking code itself will need to be placed at the bottom of your frame.html template using the steps outlined here:

  1. Log into your 3dLiveChat Interface
  2. Click on the "Dashboard" button on the left hand side

  1. Copy (CTRL-C) the scripting specified in the "Support Button Code" field to your computer's clipboard.

  1. Now, log into your 3dcart Online Store Manager
  2. Navigate to Settings ->Design ->Themes & Styles
  3. Click on the "Edit Template (HTML)" button.
  4. Look for your theme's "frame.html" template and click on its "Edit" button.
  5. Using CTRL-F on your browser, search for the closing body tag of the HTML. It will be written as: "</body>"
  6. Paste (CTRL-V) the Support Button Code scripting directly before the closing </body> tag.
  7. Save Changes.

Your store will now track visitors in order to allow you to proactively invite them to a chat session.


How it looks to your Visitors
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Now that your 3dLiveChat scripting is in place, here's what your visitors will see.

User Initiated Chat Session
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The first example is a chat session initiated by the visitor. This is where your site visitor clicks on the chat button and requests live online help from your staff.

  1. Visitor comes to your site and browses to whatever page your chat button is located on.

Note
If agents are logged in and ready to take chats, the chat button image will update accordingly.

If agents are offline, visitors can leave an offline form message instead which is emailed to the department email specified earlier.

  1. Site visitor clicks on the LiveChat Button
  2. Site visitor fills out the contact form denoting their requested department, topic, name and email address

  1. Agent accepts chat and chat session begins.


Proactive Chat Session
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Another way of initiating a chat session is called a "Proactive" chat. This is a situation where your chat agents can invite a user to begin a chat session. The 3dLiveChat software allows you to track your site visitor's progress and this can allow agents to select a visitor and begin a chat with them.

  1. Visitor comes to your site and browses around.
  2. A chat invitation message pops up asking them if they'd like to have help on anything.
  3. User can decline or accept the invitation.

If the visitor selects "OK" the chat session begins. If they decline, they are listed as "Do Not Disturb" to the chat agent(s).


Using the Monitor
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The Monitor is the tool that your Chat Personnel will use to accept incoming chat sessions and track your site visitors for proactive chat sessions. It is a popup window that looks for incoming calls and displays them for the representative.

The following will familiarize you and your store's Chat Personnel with the 3dLiveChat Monitor

To Launch the Monitor

  1. Log into your 3dLiveChat Interface
  2. On the left hand side, click on the "Monitor" button

  1. Your Monitor Popup Window will appear.

When a request comes in, the chat request will pop up in the Monitor screen indicating the name of the user, the department they requested, and their name.

Agents can then accept or decline the chat as needed.

Tracking Visitors for Proactive Chat
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While viewing the LiveChat Monitor, agents can also click on the tracking icon which will show them the site's current visitors.

From this point, the agents can select a visitor and proactively invite them into a chat session.

Additional Information
The Visitor Tracking area will also color-code the vistitor's status area to provide your agents with a visual clue as to the visitor's chat availability.

  •  Green 
    User is browsing the site. You can proactively invite them to a chat.
  •  Yellow 
    User has requested a chat and is waiting for his assigned representative.
  •  Red 
    User requested a chat, but no one attended the call (all the representatives were busy).
  •  Blue 
    User is currently on a chat session.
  •  Gray 
    User has finished his chat session.
  •  Purple 
    This user doesn't want to be bothered with a procative chat.

Agent's Chat Window
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While in a chat session, the agent's can view the customer's basic chat session information, the complete transcript of the chat session, other logged in agents (for transferring purposes) and their basic chat and canned command tools available for chatting.

Running Reports
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Your 3dLiveChat System also comes with some built-in reporting that may prove useful to you. To view your reports, click on the "Reports" icon located to the left hand side.

You will be able to search reports using any of the following criteria:

  • Customer Name
    Enter part of the name, e-mail or the Customer ID to display requests made by this selected customer.
  • Keywords
    Displays requests containing the provided phrase in the session transcript or topic.
  • Representative
    Type part of the name or the representative's ID to see his attended requests.
  • Requested From Page
    Type the URL (or part of it) to list requests originated on the selected page.
  • Assigned to Department
    Lists requests assigned to the selected department.
  • Made Between
    Check this option and select two dates to list requests made during the selected period.

When running a search of your chat transcripts, you will then have the following available to you:

  • Requests Found
    Number of requests and pages that match your search criteria.
  • Request Topic
    Topic of the request, department and originating page.
  • Customer
    Name of the customer that made the request
  • Date
    Date that the request was made.
  • Department
    Assigned Department.
  • Rating
    Request rating.
  • ID
    The request ID.
  • View
    Click the View button to view the request information and session transcript (if available).
  • Delete
    Click the Delete button to delete a request from the database. (Only Administrators will be able to delete the request.)

At the top of the screen, administrators will also have access to the following options:

  • Export To Excel
    Use this option to export the search results to an Excel file.
  • Printable Version
    Displays a printable version of the search results.
  • Delete results
    Use this option to delete the results found from the database.

Note
Only Administrators will have these options.

By clicking on the "Topic" or the view button next to the request, you'll be able to access the Request and customer Information screen.

On this chat transcript "View" screen, the following information is displayed:

  • Customer Information
    • Customer ID
      ID assigned to the customer.
    • Name
      Customer's Name.
    • E-Mail
      Customer's E-mail address.
    • Stats
      Including date registered, last request date and total requests made by the customer.
  • Request Information
    • Topic
      The request topic.
    • Request ID
      ID Assigned to the request.
    • Request Date
      Date the request was made.
    • Department
      Department that the customer wanted to contact.
    • Representative
      Name of the representative that attended the user request.
    • Chat Transcript
      If the session transcript has been saved to the database, it'll be displayed here.



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