Proactive chat

[icewarp_brasil]

Would be nice to have a proactive chat like some systems offer, where it shows automatically a pop up window for using asking if he needs help...

[craigbrass]

This is already a feature. Inside the Windows Application simply right click the user, click Proactive Chat then click Request Chat.

[icewarp_brasil]

Nice, but what I mean is a bit different. like Theplanet.com has for example. A pop up appears saying "Operator is available for chat. Do you want to chat?". It doenst force user like in kayako into a chat.

[craigbrass]

Kayako has two options. Forced chat and Request chat. Request does as you said above.

[icewarp_brasil]

Hi,

It shows a pop up for the user asking if he wants to chat? But its not automatic, I have to click for that to happen no?

regards

[craigbrass]

You have to request this. I don't think any of the current ones do it automatically. Would be a nice feature to have rules for when to ask the customer (like 5 mins of browsing, etc).

Hopefully one of the moderators will move this out of Already Implemented when they see it.

[icewarp_brasil]

Thanks. Yes, would be nice for it to be automatic, after x mins of accessing site.

Can I consider this FR added then?

Thanks

[gafana]

Totally agree...it would be great for my landing page to have it auto-pop asking if they need help.

However, I have live support throughout the site. It will not make sense to auto-pop to already-existing users that are using my service...it will be needed for potentially new customers. However, if I have the same live support throughout the site, we need to be able to create rules or groups so that if I put tag X on my landing page and support pages, it will pop a proactive chat after N number of minutes. However, if I put tag Y on all the other pages, it will not load the pro-active chat.

Just needs to be some kind of rules for controlling which pages will have auto-pop and which will not.

[craigbrass]

Yea, it should be rule based like "User has been viewing for 5 minutes", "user ip is not one of the following", etc.

[Carl Silver]

Originally Posted by craigbrass

Yea, it should be rule based like "User has been viewing for 5 minutes", "user ip is not one of the following", etc.

+1 to that

[MarkIngles]

I implemented this:

in modules/livesupport/visitor_htmlcode.php
I modified function elapsedTime()

var autoProactiveDisplayed = 0;
function elapsedTime()
{
        if (timer < 3600)
        {
                timer++;
                imagefetch++;

                if (imagefetch > <?php echo $_SWIFT["settings"]["livesupport_clientpagerefresh"]; ?>) {
                        imagefetch = 0;
                        doStatusLoop();
                        
                        <?
                        # added Mark Ingles 6/18/07
                        # automatically initiate chat after x minutes 
                        # if staff is online and in user is in /land directory
                        # timer=76 is about 1 min, 130~2min
                        # also added var autoProactiveDisplayed = 0; about 10 lines up
                        # the referer stays at the original referrer because this script is cached 1/18/07
                        # added window.location to compensate
                        if($_staffstatus == STATUS_ONLINE AND strpos($_SERVER['HTTP_REFERER'], '/land/') !== FALSE) {
                        echo '// ' . $_SERVER['HTTP_REFERER'];
                        ?>
                          
                        if(timer > 20 && isChatRunning == 0 && autoProactiveDisplayed == 0 && window.location.toString().indexOf('/
                                autoProactiveDisplayed = 1;
                                if(ie) {
                                        var proactivedivheight = (document.compatMode && document.compatMode != "BackCompat") ? doc
                                        document.getElementById('proactivechatdiv').style.top = proactivedivheight;
                                }
                                displayProactiveChatData();
                        }
                        <? } ?>
                }
                setTimeout("elapsedTime();", 1000);
        }
}

The rules above are
1. The visitor is in a subdirectory /land of my site (where all of my PPC landing pages are)
2. Someone is logged into the winapp to actually handle the chat
3. They've been on the page for more than about 20 seconds.

The timer variable isn't exact when I was testing.

That did it for me.

I hope this helps someone.
Mark Ingles

[craigbrass]

Ooo, nice one Mark. This will certainly help people who want this functionality right away.

[dataone]

This is very cool

How can I control which department will handle the chat?

I want proactive chat for sales dept but not for support, any idea?

[Carl Silver]

nice, thanks