Implemented (SWIFTFOUR-219) Automatic, timer based proactive chat

[Jamie Edwards]

Originally Posted by ashishy

you sure it is implemented in the new version?

Yes, it will be

also, by when are we expecting for V4 to be released?

We don't have an ETA for V4's release, yet

[ashishy]

Originally Posted by 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

I am not able to find this path: modules/livesupport/visitor_htmlcode.php

Where do I find modules?

[craigbrass]

It exists for me...

[MeLKoR]

Hello All,

I am not sure if i am putting this in the correct section but....

I would love to see an auto promt to customers offering them a live chat based on what web page they are viewing.

Currently in SupportSuite desktop app you can see who is logged onto your site, and what page they are looking at. What i think would be fantastic is you could automatically promt a customer to see if they would like to start a live chat window.

For example if they are looking a a products page for 5 mins automatically do an proative chat to see if they would like to talk to a sales person about the products.

Or if they have been reading a self help guide for 15 mins automatically do an proative chat to see if they would like to talk to a tech support person about the issue they are looking at.

We currenlty do this by watching the SupportSuite desktop app and doing a proactive caht, but would be handy if it could be automated some how.

Cheers

Tony Brooks
Day 3/ Clear Networks

[Daniel]

I'm using version 3.30.02. When I make this change my chat icons are no longer displayed. Not sure if the issue is my version or if I'm doing something wrong. Seems simple enough but I have made bone head mistakes before

[supportskins]

I would suggest you upgrade your helpdesk to the latest available build and check if the issue persists.

[Daniel]

I installed the latest stable and have the exact same issue with it.

I did get a little closer. Now the chat icons work fine on pages not in the /land/ directory. But for pages in the land directory the icon is only shown if no one is online. If I open the win app and get "online" the chat icon no longer shows on the pages in the land directory.

The elapsedTime function seems identical on 3.30.02 and 3.60.4. But it is a little different than your example. I suspect that's where the problem is.

This is what I have now:

var autoProactiveDisplayed = 0;
function elapsedTime_<?php echo $_variablesuffix; ?>()
{
        if (timer_<?php echo $_variablesuffix; ?> < 3600)
        {
                timer_<?php echo $_variablesuffix; ?>++;
                imagefetch_<?php echo $_variablesuffix; ?>++;

                if (imagefetch_<?php echo $_variablesuffix; ?> > <?php echo $_SWIFT["settings"]["livesupport_clientpagerefresh"]; ?>) {
                        imagefetch_<?php echo $_variablesuffix; ?> = 0;
                        doStatusLoop_<?php echo $_variablesuffix; ?>();
                        <?
                        # added Mark Ingles 6/18/07
                        # automatically initiate chat after x minutes
                        # if staff is online and in user is in /land directory
                        # timer=76 is about 1 min, 130~2min
                        # also added var autoProactiveDisplayed = 0; about 10 lines up
                        # the referer stays at the original referrer because this script is cached 1/18/07
                        # added window.location to compensate
                        if($_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_<?php echo $_variablesuffix; ?>();", 1000);
        }
}

Any ideas?

[Daniel]

That will be an option in V4 from what I have read. There is one solution that was posted but I have yet to get it working. You may have better luck:

(SWIFTFOUR-219) Automatic, timer based proactive chat

[epersonae]

I have the disappearing icon issue as well. I'm not sure if I'm going to be working on it -- checking with client about waiting for v4 to implement feature -- but thought I'd chime in to add that it's not a singleton.

[MarkIngles]

I don't use the icons, so I have no idea. If you paste a link to your page, I can probably tell you what's wrong.
-Mark

[Jamie Edwards]

Implemented

[Jamie Edwards]

Implemented in V4 V4 Update #2: Live chat automations, operator skills, logic and groups | Kayako Blog

[MarkIngles]

Jamie,
Is says it's time based. Is it in seconds or minutes?

It also says, "Start an inline chat (chat window displayed in a floating layer in the current page)" In v3, to customize the chat box, not all of the code is in the template, some is in the php. Will it be entirely customizable in the template?

I'd really like a chat stickyness, so for repeat chatters, they're first routed to the last staff that talked to them, then go round robin or whatever method is used.

Also, with the round robin, I'd like a "blast group" or "notify all staff at once" of a chat.

Thanks,
Mark

[Jamie Edwards]

I'd really like a chat stickyness, so for repeat chatters, they're first routed to the last staff that talked to them, then go round robin or whatever method is used.

We're adding this.

Also, with the round robin, I'd like a "blast group" or "notify all staff at once" of a chat.

Could you not set the round-robin time to something small, like 2 seconds?

Is says it's time based. Is it in seconds or minutes?

Seconds

It also says, "Start an inline chat (chat window displayed in a floating layer in the current page)" In v3, to customize the chat box, not all of the code is in the template, some is in the php. Will it be entirely customizable in the template?

Entirely template based

[MarkIngles]

Originally Posted by Jamie Edwards

We're adding this.
Could you not set the round-robin time to something small, like 2 seconds?

If I do, it only pops up the notification for a few seconds and then it says "your chat is important to us, but we're ignoring you..." (or something close) every 2 seconds to the user.

Maybe I've been doing it wrong all these years?

-Mark