LiveDesk Help

Customizing your LiveDesk to fit your live support operation

Zoho LiveDesk is all about making your customers feel comfortable. Comfortable enough to reach out and connect with you right from your websites. Comfortable enough to open up and ask questions. Comfortable enough to keep coming back.

We realize how important it is for your live chat software to blend in smoothly with the rest of your brand. So we make it easy to customize every customer facing aspect of your LiveDesk. 

Adding a new embed

While you can plug the same embed onto multiple pages of code, or in your template to appear on all of your pages. You also have the flexibility to create new embeds and specifically design those chat portals for specific pages, products, departments or subsets of customers.

You want to create an embed specifically for members of your VIP plan. You can place this portal only on your VIP plans page on your website behind your secure login, giving only these select customers access to this specific chat.

With the ability to create and customize multiple embeds, the possibilities of what you can do, and how you can organize, segment and connect with your customers is endless.

To create a new embed:

  1. Click Settings.
  2. In the Web Embed section click the +Add button.
  3. Enter the name of your new embed.
  4. Choose to associate the embed with a specific department, or choose to “allow users to select department.”
  5. Choose what you want your chat waiting time for this embed to be.
  6. Add a welcome message.
  7. Once you are finished configuring the details of this new embed, Click Generate. 

Configuring embed specific messages

Start all chats out right with welcome messages

When your customers click-to-chat with your LiveDesk, and an agent answers that chat, you can pre-program a message to automatically be entered as the chat begins. This message can be customized for each specific embed, to ensure you give a personalized, fitting welcome to each-and-every customer you connect with.

To add a welcome message to a chat embed:

  1. Click Settings.
  2. In the Web Embed section click on an Embed’s name to enter in that specific embed’s details page.
  3. Hover over the Welcome Message section, and click Edit.
  4. Add the message you want to appear automatically to all customers chatting through this embed.
  5. Click Save when you have entered your desired Welcome Message.

Configuring Waiting Times for your embeds

When a customer clicks to connect with you through one your embeds, you can configure the amount of time your agents have to answer and intiate a new chat from an incoming chat request. If an agent doesn’t answer the chat request in the pre-defined time, the visitor’s information will be logged into the Missed visitors section. It is important to determine what you want the waiting time to be for your LiveDesk

To Configure an Embed specific Chat Waiting Time:

  1. Click Settings.
  2. In the Web Embed section, click on an Embed’s name to enter that specific embed’s detailed information page.
  3. Hover over the Waiting Time section, the default will be 60 seconds, and click Edit.
  4. Choose your desired waiting time, your choices are 30, 45, 60, 90, and 120 seconds.
  5. Click Save to confirm the changes you have made.

Thinking Strategically about routing through embeds

Once you have created a few different embeds, you can start thinking strategically about how you want to direct the chat traffic coming in from these portals into your LiveDesk. You have the ability to create and configure specific embeds for specific target audiences, and the back-end flexibility to create departments and associate agents.

For a general embed placed on your index page, you can give customers options and allow them to choose the department they want to chat with. Or from a product specific page you can create an embed and route those chats specifically to a product specific department. However you want to structure your business, we made it easy to configure.

To associate the routing of an embed:

  1. Click Settings.
  2. In the Web Embed section, click on the name of an embed, to enter the Embed details page.
  3. In the Department section, hover over the current details and then click Edit.
  4. Choose from the drop down list a specific department to route all chats from the embed to, or choose “allow user to select department.”
  5. Click Save.

There are many times when certain situations arise, that your LiveDesk will display a message to your visitor.

Leave your tone and style on these messages, and further enhance the totality of your customer service experience through live chat.

Configuration for Enabling Signature chat

You can enable the Signature chat from your embed settings here. On enabling it you will get the Signature chat code below.

• Click “Settings”.
• In the Web Embed section click on an Embed name to enter in that specific embeds details page.
• Hover over the signature section, and click “Edit”.
• Tick the check box and “save”
• This will enable the Signature chat for your Embed.

Restrict to Domain

There are instances where spammers can use your snippet code into their website. This might create an artificial increase in chat volumes through harassers or spammers. Adding your website URL will restrict all the incoming chats from other domain.

  1. Click "Settings"
  2. In the Web Embed section, click on the name of the embed, to enter the Embed details page.
  3. Hover over the “restricted “section, and click “Edit”.
  4. Enter your domain URL click “Save” to confirm the changes you have made.

To customize an embed’s display messages:

  1. Click Settings.
  2. In the Web Embed section, click on the name of the specific embed you would like to edit.
  3. In the Configure Messages section, click Configure Messages to bring up the specific messages you can edit.
  4. Hover over each message you want to edit, and click Edit to bring up the input box.
  5. Enter your desired message, up to 100 characters.
  6. When you have finished customizing your display messages to your visitors, click save under that message’s input box.

You can customize the messages your visitors see for various scenarios:

  1. Waiting—when a visitor is waiting for a chat to begin.
  2. Agents offline—the message they see when all your agents are offline.
  3. Agents busy—the message visitors will see when all your agents are too busy and the chat waiting time has expired without an agent initiating a chat.
  4. Thank you—the message your visitors receive after completing a chat while they give their feedback. 
  5. Agents offline response—after a visitor submits an offline request, the message you send back.
  6. Agents busy response—the message you send visitors after they submit a request while all agents are busy and can’t initiate a chat.

Have it your way

Not only can you customize your buttons, widgets, and chat windows to match your brand’s look-and-feel, but we also give you the freedom to choose where and how you include live chat, and give you multiple options of how to display to your customers their ability to connect instantly with you.

The possible paths into your Live Chat Operation

Float Window

The float window is a handy way to attract your visitor’s attention throughout your pages without intruding into their on-page experience. When you embed a click-to-chat portal on a page with the Float Window option, you give your customers consistent, easy-to-find access to great customer support through live chat. 

Because the window “floats” along your visitor’s browser, even as he explores a page and scrolls down, your chat widget is still visible.

Chat Button

The standard chat button is placed in a desired location on a page to give your customers easy access to your customer support through live chat. Ensure that visitors seeking out solutions see their option to initiate a live chat, by placing buttons where you know curious customers are seeking out for answers.

Personalized Chat Box

Live chat not only is great for customer support because it is quick—for both the customer and the agent—but it also can be extremely effective because it is more personal.  Encourage personal connections to your agents, by embedding our personalized chat boxes in strategic places where your customers can see one of your agents, their areas of expertise and a personal message encouraging visitors to connect with them.

Where a sterile, standard button would fail, a personalized call to chat, with an agent’s face and unique greeting, convinces customers that your customer support culture is genuinely interested in helping them.

Customizing the Appearance of  your Live Chat Buttons & Float Window

Not only do you have options about how and where you present customers paths into chatting with your support agents, but you also have the complete freedom to customize how these different options look, so they fit perfectly into your web presence.

The last thing you need is a pasted-on live chat widget sticking out on your page like a sore thumb. Customers trust and are more likely to utilize live chat when their path to your support operation is seamlessly sewn into your existing web presence.

Which is exactly why we made it easy to customize the look and feel of your live chat button and float windows.

To customize the appearance of a specific embed’s Float Window or Chat Button:

  1. Click Settings.
  2. In the Web Embed section, click the name of the embed you want to customize.
  3. In the Button Appearance section, click Change the Appearance. This will display all the options for customizing the chat buttons.
  4. Make your changes and click Save.

You can customize the following for the Chat Button:

  1. Theme: Set the color for the background and the border of the Chat Button. For each specific embed, any changes to the theme or colors apply to both the chat button and float button.
  2. Icon: Choose an Icon for the Chat Button from the options provided. You can also set the alignment and the placement of a selected icon. These changes also apply to the float button as well.
  3. Online Status Message:  Edit and customize the two lines of text, both content and color, in the chat button your customers see when your live chat operation is online.
  4. Offline Status Message:  Program the message your visitors see in the buttons when your chat is offline.
  5. Use online theme for offline: Click to switch online appearance on even when all your agents are offline. When switched on only the message will change when your agents are all offline. 
  6. Size: Select the size of your chat button. Choose from small, medium or large options.
  7. Shape: Choose the shape of the Chat Button, and further customize the shape by increasing or decreasing the radius and shadow.
  8. Gradient: choose if you want your chat button to display a color gradient or a solid color.  
  9. No matter what you edit, be sure to click Save to ensure your button will reflect your changes.

In the Float Button Appearance screen, you can customize the following:

  1. Theme: Set the color for the background and the border of the float button. For each specific embed, any changes to the theme or colors apply to both the chat button and float button.
  2. Icon: Choose an Icon for the Float Button from the options provided. You can also set the alignment and the placement of a selected icon. These changes also apply to the chat button as well.
  3. Online Status Message: Edit and customize the two lines of text,  both content and color, in the chat button, the first line is shared with the Float Button, and be what your customers see when your live chat operation is online.
  4. Offline Status Message: Program the message your visitors see in the buttons (both float and chat) when your LiveDesk is offline.
  5. Use online theme for offline: Click to switch online appearance on even when all your agents are offline. When switched on only the message will change when your agents are all offline. 
  6. Float button alignment: Set the alignment for the float window. Choose which quadrant you want the button to float over, and use the detailed settings to create a more accurate alignment by either pixels or percentage.  
  7. Float button options: Decide if you want to show a chat bubble above your button, or even customize the image that pops up above your button by uploading your own image.  You can also choose to display your agents who are online or not.
  8. If you make any changes, be sure to Click Save.

Customizing the Chat Window

Even after a visitor initiates a chat, you want to carry your branding through, so we allow you to easily customize your live chat window as well.

To customize your chat window's appearance:

  1. Click Settings
  2. In the Web Embed section, click the name of the embed you want to customize the chat window for.
  3. Scroll down to the Window Chat Appearance section and click Change the Appearance.
  4. Make edits and changes.
  5. Click Save. 

In the Chat Window Appearance screen, you can customize the following:


  1. Actions: Enable or disable your visitors from having the power to perform certain actions from inside the chat window. The actions are: Print—being able to print a transcript of the chat, Mail—visitor’s ability to e-mail a transcript of the chat to their inbox, File Sharing, Format—formatting text with bold, italic etc., Feedback—option to rate and review an agent after a completed chat, and whether your visitors will be notified with Sound in their live chats.
  2. Theme: Select a pre-programmed theme for the chat window’s color scheme.
  3. Color Customization: Specify the exact color for the header, background of the header, background of the window’s body and the border.
  4. Header: Include (or not) your company logo, agent’s photo and your company’s contact information.
  5. Visitor Information: Configure whether your customers can enter their name, e-mail and contact number (or neither) before initiating a chat, or if you want to make those fields mandatory.
  6. Once you had customized the above, click Save to retain your changes

If you need more customization options, you can even upload your own CSS, for advanced control of the look and feel of your chat window.

Customizing languages in Web Embed

Web embed picks the default visitor browser language. Changing the browser language will change the languages in your embeds.

LiveDesk supports eighteen languages in embeds.

  •  French
  • German
  • Spanish
  • Dutch
  • Norwegian
  • Turkish
  • Russian
  • Portuguese
  • Italian
  • Korean
  • Japanese
  • Danish
  • Polish
  • Arabic
  • Hungarian
  • Chinese
  • Hebrew
  • Irish 

 

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