LiveDesk Help

Getting Started

Welcome to Zoho LiveDesk. In this guide you will find information about setting up your live chat system and configuring it so your business can get the most value from it. What are you waiting for? It is time to start connecting with your customers.

Customer Engagement and Live Chat

There are many ways for customers to reach out to you. For decades customers have called companies on the phone to seek answers to common questions and seek support for problems they have. Today, most think of e-mail as the standard method of contacting a company for support.

It is time you take a step forward, and unlock the easiest, quickest, most effective and efficient way to deliver customer support, for both you and your customers.

In one click your customers are engaging with your highly-trained agents. All in less time than it would take to draft an e-mail seeking support, they already have their solution.

Creating and Configuring your Live Chat Software

Creating a new LiveDesk

Before you can configure your Live Chat portal with Zoho LiveDesk, you will first need to sign up and create your LiveDesk. From the sign up page, you will either log into your existing Zoho Account or click “Sign Up Today.” Next you will need to enter the name of your LiveDesk, which will display below the corresponding web address where the LiveDesk portal will be located. Once you have decided on your LiveDesk’s name, click Create.

Create a New LiveDesk-LiveDesk

Adding your chat widgets to sites

Embedding Live Chat in your website is a very simple process. You(or your webmaster) have to copy-paste the code into your website's source file. And, Live Chat will be ready for use!

To add the embed code to your site

First navigate to your web editor and choose the specific page or template you wish to place your chat widget. Then navigate in a separate browser tab to your LiveDesk.

  • Click "Settings".
  • In the Web Embed section, click on the name of the Embed you are attempting to include in the page.
  • Scroll down to the "Button Appearance" section.
  • Select the code snippet below the float window and "copy".

Adding Chat Widgets to Your Site-LiveDesk

  • Back in your web editor, "paste" the code snippet into your existing code anywhere between the head tags.
  • "Save" and "publish" the changes made to your website. 

Adding Chat Widgets to Your Site-LiveDesk

If you don't have access to your site's HTML code or are not comfortable with adding new code, simply use the built in link with each embed to send the code to your webmaster directly.

Adding Chat Widgets to Your Site-LiveDesk

To share a code snippet with your webmaster: 

  1. Click "Settings".
  2. In the Web Embed section, click on the name of the Embed you are attempting to include in the page.
  3. Scroll down to the "Button appearance" section, or "Personalized chat" section and once you have determined the embed style for your page click "Share via email" located directly under the code snippet box.
  4. From the message window that pops up enter the "e-mail" address of your webmaster.
  5. Feel free to customize the subject line or personalize your message, just be careful to not edit the actual code.
  6. Once you are ready, click "Send" to share the instructions and code snippet with your webmaster. 

Before launching your LiveDesk

You have now enabled your LiveDesk, but before you can start connecting with your customers instantly, you will need to configure your Live Chat operation to ensure you maximize each-and-every interaction with your customers.

Before you launch LiveDesk and boost your customer support with your new live chat operation, we want to ensure you know your way around the application, and have tuned your live chat program to best fit your business.

Running a test live chat

When you first login you will see the LiveDesk welcome dashboard. Here you will see your default chat button, and the corresponding code you can use to embed it into your website. To get a feel for what a pop-up style chat window will look like and how LiveDesk operates, simply click the “Click here to chat” button. 

Running a Test LiveChat-LiveDesk

The window that pops up is the default chat window, where after entering your visitor information you can start your LiveDesk’s first live chat to test your system. When you start the chat, you will notice the incoming chat on the left menu, with the visitors name under the “Waiting Customers” heading. To answer the incoming chat request, simply click on the visitor and the new live chat window open automatically into your LiveDesk dashboard. 

Running a Test LiveChat-LiveDesk

Chatting with visitors

Now that you have answered your test-incoming request, we want you to take this time to familiarize yourself with the LiveDesk chat window within the dashboard, and the powerful tools you can use during live chats with your customers.

LiveDesk Chat Window-LiveDesk

    1. At the top of the dashboard you will see the visitor’s name displayed, with a green icon underneath, signifying this is the chat you are currently viewing. This bar is designed to allow you to connect with multiple customers at once, in one organized placed, with separate chats popping into tabs along this bar.
    2. Below you will see the live chat window, which displays the customers’ entered subject as the heading, with the time the chat started, the customers name and e-mail displayed below. As the live chat continues, both you and your customer’s entered text will be displayed in this window, alongside their display name.
    3. To begin chatting or reply to your customer, simply start typing. Navigate below the chat window to see your messages as you type in the editing box, where you can format your text. When you have readied your message to your customer, hit enter and the message will be sent directly to your customer and displayed above in the live chat window.

Visitor Info

You can view more information about the visitor you are engaging with on the right hand side of the dashboard, including the visitors e-mail, country, web browser, operating system and the page they launched the live chat from. 

Visitor Information-LiveDesk

To view more in-depth visitor information from a particular chat, you can click the i icon along the top right. It provides the visitor info such as Name, Email Address, Contact number, Visitor Location, Visitor Browser Information and System Used.

You can also view the visitor location via Google maps which is placed in the right corner of the visitor location click on the magnifying glass to see the location.To view the visitor contact number the contact number should be defaulted in Chat Window Embed.

Detailed Visitor Information- LiveDesk

Ending a chat

Once you determine a chat is complete, you can hit “End Session” and then “End Immediate” to stop the current live chat. 

End Session-LiveDesk

Moving On

Now that we have covered the basics of chatting from inside your LiveDesk, and you have connected to run a test chat with yourself, you can start configuring your LiveDesk to your organization’s specific needs. To ensure you don’t see the welcome page again, navigate back to your LiveDesk’s index by clicking on the LiveDesk logo, and select “Don’t show me this page again” at the top right.

Moving On-LiveDesk

Setting up your Live Chat Operation for Customer Support

Adding Agents to your LiveDesk

From the moment you create your LiveDesk, your live chat operation is staffed with one agent and administrator—you. But as great as you are, we think LiveDesk becomes infinitely more powerful utilized as a tool for small teams, where everyone can pitch-in and connect with customers as a part of a total-support culture. That is why we made it easy to add your team members to your LiveDesk, so they too can connect with customers and get started delivering instant happiness.

To add an agent to your LiveDesk:

Add Agent-LiveDesk

  1. Click Settings.
  2. In the Agents section, click the +Add button at the top right to add another agent.
  3. Now that you have reached the add agent page, enter an agent’s Zoho e-mail address in the field to proceed.
  4. Then choose what role you want this particular agent to have: Administrator, Supervisor, or Associate.
  5. Lastly, you can associate an agent with your existing departments. Select each department you want to relate an agent with.
  6. Save your agent’s configuration and continue.

Creating and configuring your embeds

Your LiveDesk is now up and running, your customers are still visiting your website. Think of chat embeds as the bridge between you and your LiveDesk dashboard, and your website visitors. By creating, customizing and configuring your live chat embeds, you are able to place a portal on your webpages for your customers to connect with you and instantly chat their way to the answers they need.

To view and edit the existing, default embed:

View and Edit Default Embed-LiveDesk

  1. Click Settings.
  2. In the Web Embed section Click on an Embed’s name to navigate to the embed chats details.
  3. Here you can view and edit your current Embed information.
  4. If you have made any changes, click Save.

Adding your Company's Logo and Details

Before you start chatting with your customers, ensure your LiveDesk reflects your company accurately. Within your LiveDesk it is easy to replace the default logo with your company's logo, which will appear within your dashboard for all your agents to see. Also add your detailed information about your company into your LiveDesk.

To add your company’s logo:

 Add Company Logo-LiveDesk

  1. Click Settings.
  2. In the Company section, hover over the current logo image and click Change Logo.
  3. This will pop-up a Choose File window, where you can navigate to your locally stored logo and once chosen, click Open.
  4. Your chosen file will then be uploaded and inputted automatically.
  5. Click Save.

Note:

  • For best results, set the dimensions of the logo to 150 (width) by 30 (height) pixels. The file format should either be. jpg,. png or. gif.

To edit your company’s detailed information (including language and time zone):

Edit Company Information-LiveDesk

  1. Click Settings.
  2. In the Company section, click Edit.
  3. In the page that appears you can edit details about your company, including Company Name and Website, along with contact information—Address, E-mail, phone number and fax number.  
  4. In this same page you can also choose your LiveDesk’s default language, Time Zone and add an “About the Company” description.
  5. Click Save.

Defining Departments inside your Live Support Chat

To better organize your Live Support operation, and maximize the ability to connect with customers, we made it easy to create Departments within your LiveDesk. Add all your customer supporting departments inside LiveDesk, and each Department can have their own, dedicated chat widget. Specify groupings of agents for each department to ensure the right agent answers every chat.  

When you created your LiveDesk the system automatically generated a default department, which will have the same name as your portal. 

Departments can either be public or private. Public departments are visible to your visitors and give you the ability to create embeds for these deparments. Private departments are only seen by those inside your company, and are for back office agents, where agents from public departments can transfer chats to these private departments when necessary. 

To view and edit the configured department

View and Edit Default Department-LiveDesk

  1. Click Settings.
  2. In the Departments section, hover over your department and Click the Pencil Icon that pops up.
  3. Here you can edit the department name, description, and choose whether the department is Public or Private. You can also manage the users of this department below.
  4. Click Update, to save the changes you have made.

Navigating your LiveDesk

Before you go off and start wowing your customers with awesome, on-demand customer support through live chat, there are a few more things about your LiveDesk dashboard you should know. Designed to empower collaborative customer support for small teams, you can squeeze the most power out of your organization’s live chat operation when you work together.

To encourage you and your teammates to communicate, collaborate and thrive, we built LiveDesk’s bottom bar as your collaborative toolbox. The toolbar, which is always accessible, gives you quick access to your teammates, shared knowledge on your portal wide message board, and important updates from your notification center.

My Colleagues Tab-LiveDesk

The first tab, My Colleagues, is your Live Support Chat Operation’s buddy list. With quick access to your fellow online agents, you can connect and ask questions, share thoughts and best practices.

Message Board Tab-LiveDesk

The next tab, Message Board, gives you access to your LiveDesk’s agent-only message board, where you or others can share thoughts, tips, tricks, best practices and announcements with everyone that uses your LiveDesk. Give your agents quick updates, notify everyone of a change in policy, inform everyone of a scheduled downtime—with your Message Board, it is easy to communicate, connect and collaborate with everyone in an organized manner.

Notification Tab-LiveDesk

The third tab, Notification, displays important information to you—including missed visitors and unread chats—with easy access to view and start working on this information. 

Search

But the powerful tools are not confined to the bottom bar of your LiveDesk dashboard. You also have handy access to useful features at the top of your dashboard—including integrated search.

With integrated search built into your dashboard, you have yet another way to save time and work more efficiently. For example, you are currently chatting with a customer who wants to know about linking your application up with a third party mobile app. You know the app he wants to link with sounds familiar, but you can’t quite remember what to tell him about it. With comprehensive search easily accessible you soon discover a canned message detailing the instructions of how to link the apps up, as well as a chat a fellow agent had with another customer a week ago about the same question.

Quickly search and discover instant results without ever leaving your current window, or click More Results For to see all results. You can search your LiveDesk’s visitors—which includes their name and the transcript of chats, Agent Chats, Canned Messages and even Blocked IPs.

Sounds

Also at the top of your dashboard, you can also mute or unmute sounds from your LiveDesk while receiving a chat request. Click the speaker icon to mute the sounds, or if muted click the muted icon (an X through the speaker) to unmute the sounds.

You can also customize the sounds your LiveDesk uses to notify you and your agents of certain events.

Sound Notification

To customize your LiveDesk's sounds:

  1. Click your name at the top right corner.
  2. From the drop-down menu click "Personalize".
  3. The "Personalize" window will pop up, in which you will choose the "Sounds" tab.
  4. The LiveDesk sounds are further catogrized into Visitor and Agent Events.
  5. Here by clicking the drop-down menu to the right of each event name, you can choose from different sound options for each event, or choose None if you wish to not have the system notify through sound for that particular event.
  6. Each time you make a change--by clicking the name of that particular sound-- the system automatically saves your new choice. Once you have chosen which sounds you want for each event, simply click the X symbol at the top right to return to the LiveDesk window you were working from.

Visitor Events

These are the sound notification, which takes place when a visitor performs an action.

Sound Notification

  • Incoming Visitor Chat:  the sound notifying you of an incoming visitor chat. By default this sound is a ringer.
  • Visitor About to Leave the Chat:  the sound the system uses to notify you that a visitor is about to leave a chat session.
  • Chat Message from Visitor:  the sound that notifies you each time you receive a message from a visitor.
  • End of Chat:  the sound that notifies you of a particular chat ending.
  • Chat Message from Visitor:  the sound that notifies you each time you receive a message from a visitor.
  • Visitor has left the Chat Session:  the sound the system plays to notify you of a visitor in a particular chat leaving that active chat session.
  • Visitor on-board:  the sound notifying you, when a visitor visits your website.
  • Visitor departed:  the sound notifying you, when a visitor leaves your website.

Agent Events

These are the sound notification, which takes place when an agent performs an action.

Sound Notification

  • Chat Transfer Alert:  the sound that plays to inform you of an incoming chat transfer request from another agent.
  • Invitation for Group Support:  the sound notifying you that a fellow agent has invited you to join in on a group-support chat session.
  • Chat Message from Colleague:  the sound, which notifies you each time you, receive a message from a fellow agent.
  • Message Board Chat Message:  the sound that notifies you each time someone on your team adds a message to the portal-wide message board.
  • Assigned Missed visitor:  the sound that notifies you each time when a visitor is missed.
  • Approval for Blocking IPs:  the sound, which notifies you each time on receiving a notification for blocking IPs.

Themes

You can further customize the look and feel of your LiveDesk by changing the settings or the themes inside the Themes tab of the Customize and Personalize window.

Change your LiveDesk Theme-LiveDesk

To access and change your LiveDesk's theme settings:

      1. Click your name at the top right (You must be an administrator of the account to access the Personalize options).
      2. From the drop-down menu click Personalize.
      3. In the Customize and Personalize window that pops-up above your current LiveDesk screen, click the Themes tab.
      4. Make changes by clicking the radio button of the settings you want, or clicking the icon for the Theme or Pattern you desire.
      5. Each time you make a change, the system updates automatically, so when you are finished configuring simply click the X-icon at the top right to return to where you were working in your LiveDesk

Your options:

      • LayoutFor LiveDesk's layout you can choose between Fixed (the default setting, where the main module is a fixed width regardless of browser size) and Stretch (when enabled stretches the width of the main module in LiveDesk to fit the width of your browser, and changes dynamically with your browser).
      • Edge StyleYou can choose between Rounded (the default setting) and Sharp--where each effects the edges of the LiveDesk main module.
      • ThemesThemes are per-programmed color schemes that make it easy to change the look and feel of your LiveDesk. By default your LiveDesk will be in the Neutral theme, with the top bar being gray and the background being a lighter gray. You can choose between six different themes, Dawn, SeeSea, Phyllis, Mystery and Jade.
      • PatternsYou can further customize your LiveDesk by choosing a Pattern that is applied as a skin to the background of your LiveDesk. By default there is no pattern applied. You can choose between Mesh, Sand, Cross, Stripes and Squares.

Your Status

Like other chat programs you are already familiar with, in Zoho LiveDesk you have a status. In LiveDesk your status controls your availability to chat with customers.

Your Status-LiveDesk

There are two statuses:

      • Green: Available. You are online and ready to chat with customers.
      • Red: Away. You are busy and don't want to be interrupted. While you still see incoming chat requests on your dashboard, and have the ability to answer them, if all you and all other logged in agents are unavailable customers will see your offline embed.

Set your chat status from the top right hand corner of your Zoho Support screen, where you will see a green or red bar under your account name. To change your status, click your username and from the drop-down menu you will see Available (with a green check mark) or Busy (with a red X), click the icon you see to switch yourself to the other status. 

Setting Up your Profile

Now you can update your profile with your personal information.You can edit and update all of it. You can update your profile picture for the Visitors to view your appearance.

Setting your profile-LiveDesk

    1. Click My profile.
    2. Click the Edit button at the top right.
    3. Now that you have reached to edit profile.
    4. You can enter your Name, and other personal details.

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