Reklama
Support

To understand how to use Chat4Support, please read the following User Manual as well as the FAQ page. If you have any questions or suggestions, please contact us. We will get back to you as soon as possible.


User manual

Firstly, open the application of operator.


I. Open a chat window in your web page:


  1. Click on the button called "Set Up".
  2. Select the menu called "Generate Chat Button HTML...", and a window will appear
  3. In the window called "Generate Chat Button HTML..." , click the "Copy to Clipboard" button, then the provided chat button HTML is copied to the clipboard "Chat Button HTML" that is on the left side of the "Copy to Clipboard" button. This is just copied once. If you try again, there is no need to copy to clipboard any longer.
  4. Paste the Chat Button HTML into the source of your web page(s) in each location where you wish to have a chat button appear
  5. Choose the style, sample, and picture you prefer to display the chat button in the web page.
  6. Hard disk space: at least 100 MB (Exclusive of database ).
  7. Click on the button called "Open Test Page" for an operator to check the function of the new button.

Ⅱ. Start a visitor chat window


  1. In the web page of chat button HTML, click on the chat button displayed, and then the visitor chat window will appear.
  2. There is a bell flickering in Chat4Support logo on the toolbar and shows the alert "Visitor Browsing!", also the "Visitor" logo shows under the "Calling" folder in the "Visitor List", indicating that you have a visitor wanting to chat with you. If there is more than one chat window open in the operator's chat application, when a visitor calls (or another operator) the chat logo in the channel multi-line will flicker.
  3. Hit the right key of your mouse on "Calling" folder or "Visitor" logo, select "Ignore Browsing" to hide the visitor's information.

Ⅲ. Start a chat

a. How to start a chat


  1. In the Chat4Support Operator console, hit the right key of your mouse on the "Visitor" logo, and select "Accept Call", then will show "Visitor Joins!" and "Jupitar Joins!" separately in window pages of operator and visitor. A chat starts. The "Visitor" logo will move under "Chatting" folder.
  2. Type what you want to say in the send message blank, and click on the "Send" button or press ENTER key.
  3. Hit the right key of your mouse on "Chatting" folder or "Visitor" logo, select "Ignore Browsing" to hide the visitor's information.

b. Invite to chat and Assign chat


  1. Whenever visitors browse your web site, there will be a hint "Visitor Browsing!" shown on the toolbar and their names will display under the "Browsing" folder in the "Visitor List".
  2. Hit the right key of your mouse on the "Visitor" logo, and select "Invite" button, then an "Invite Message" window will display.
  3. Input the invite message to send to the visitor's chat window.
  4. Hit the right key of your mouse on "Browsing" folder or the "Visitor" logo, select "Ignore Browsing" to hide the visitor's information.
  5. In the operator's chat window, hit the right key of your mouse on it, and select the "Invite" button - an invite window will appear and you can invite the visitor to chat.
  6. Select "Assign" button, and an assign window will appear for transferring the chat from one operator to another.

Ⅳ. How to check visitor's information


  1. Hit the right key of your mouse on the "Visitor" logo, and select "Contact Info" to see detail of the visitor, such as name, phone number, country, and so on; or just move the mouse and point to the "Visitor" logo to view. If there is no information card, you should "Create a new contact Info Card" to make a new Info Card for the visitor.
  2. Select "Footprint" to see visitor's information, such as Referrer, Keyword, Start Visit and so on.
  3. Hit "Chat History" to see the history of chat.

Ⅴ. How to use "Set Up" Menu


  1. Click on the "Set Up" button, and select the "Change Password" menu to change your log-in password if necessary.
  2. Click on the "Set Up" button, and select the "My Network Settings" button. You can choose "Do not connect via a proxy" or "Override with my own values" to fill in the information of the proxy if you need proxy.
  3. Click on the "Set Up" button, and choose the "Hint Settings" button. There are three choices---Visitor Browsing; Visitor Calling; and Receive Message for you to select the sound files as you prefer. Also you can choose when Visitor Browsing; Visitor Calling; and Visitor Left, whether to alert or not.
  4. Click on the "Set Up" button, and select the "Change Time Zone" button. You can choose the local time.
  5. Click on the "Set Up" button, and select the "IP Blacklist Settings" button. You can input the IP address to block some vicious visitors.
  6. Click on the "Set Up" button, and select the "Email Signature Settings" button. You can set your signature chat button in your email box. When your visitors receive your email, then can click the button in the email to chat with you in real time.
  7. Click on the "Set Up" button, and select the "Other Settings" button. You can choose the time to change your status to be Away if you are inactive.
  8. Click on the "Set Up" button, and select the "Language" button. You can choose the languages of the operator client's interface.
  9. Click on the "Set Up" button, and select the "Auto Start At Boot" button as you like. When you log in next time, no log-in window will appear again, and the operator application will show automatically.

Ⅵ. Folders

a. Manage the view windows --"Knowledge Base" and "Canned Messages"


  1. Hit the right key of your mouse on each menu item under "Knowledge Base" or "Canned Messages" windows.
  2. Choose "Add" or "Edit" or "Delete" to add or change the solutions for the problems frequently referred to by customers or visitors, plus messages often used for chats, and then sort them into suitable folders.
  3. Hit "Refresh" buttons to renovate the contents of the folders.
  4. Double click on the subdirectory or hit the right key of your mouse on it and choose "Select" button, and the contents display in the send message blank.
  5. Hit ENTER or click on "Send" button. It will display the solutions or messages in visitor chat window.
  6. Hit the right key of your mouse on the each folder of "Knowledge Base" or"Canned Messages".
  7. Choose "Refresh" to renovate the contents of the folders.

b. Searching problems or messages


  1. Input keywords of your problem into the search pane "Knowledge Base" or "Canned Messages".
  2. Click on the "Search" button to quickly search the solutions or messages you want.

c. Managing the view window ---"Operator List"


  1. Hit the right key of your mouse on the either folder in the "Operator List" window.
  2. Select the sorting types.
  3. Assign operators to different departments under "Online" folder in the "Operator List". Whenever the operators log in, their logos will appear under their department folder. If they log off, their logos will display under the "Offline" folder.
  4. Hit the right key of your mouse on each name of operator, and select "Group Message", to chat with other operators.
  5. Choose "Chat History", to look through the chat history between you and the operator you choose.
  6. Choose "Operator Info", to review the details about the operator.
  7. Select "Sorting" and you can arrange the style of operators in the "Operator List" as you like.

d. Hiding the folders window


  1. Click the "View" menu.
  2. Uncheck the "Knowledge Base", "Canned Messages", "Operator list" and "Visitor List" menus, and the lists of folders will no display. Or click the button with an "across" symbol to hide them.
  3. Hit the logos in "Knowledge Base", "Canned Messages", "Operator List" and "Visitor List" windows to hide them on the right and left edges of the operator application, only leaving labels with menu names on the edges.
  4. Point the mouse on the labels to display them.
  5. Hit the logos again to restore them.
  6. Arrange the Toolbar, Status Bar there, and Customize Columns.

e. Docking the folders window


  1. Drag the blue title bars of the folders "Knowledge Base", "Canned Messages", "Operator List" and "Visitor List" windows.
  2. Drop them on any edge of the application.

f. Floating the folders window


  1. Drag them and drop in the middle of the application.
  2. The folders windows can be floated over the application.

Ⅶ. Grids

a. Sorting


  1. Click on the grid in "Visitor List".
  2. The rows can be ranged by the column field.
  3. Click on the previous grid range again, and the sort order will be in reverse.

b. Sorting by multiple columns


  1. Click on the grid in "Visitor List".
  2. Press SHIFT and hold it when clicking on another grid in "Visitor List".
  3. The rows can be sorted by these two columns clicked on.

c. Moving grids


  1. Drag and move the grids to a location in "Visitor List" as you like.
  2. The columns are in the order of your choosing in the grid.

d. Customize Columns


  1. Click "View" and select "Customize Columns".
  2. The columns in the "Visitor List" can be added, moved up and down as you like.

Ⅷ. Columns in "Channel" window


  1. Click "Chat History" column in the "Channels" window to see the history of chat.
  2. Click "Detail Info" in the "Channels" window to see the details of the chat, such as the channel ID, chat URL, visitor name, operator ID, operator name, chat type and so on.
  3. Click "Contact" column in the "Channels" window to see the detailed information of visitors, such as ID number, visitor's name, IP address, Browser, URL, and so on.
  4. Choose "Create new contact info Card" to input the detailed information of the visitor, such as a visitor's ID, full name, country, website, telephone, email, address and so on. And "Save and match", to find out whether there is the same information card for the visitor already in the server data.
  5. Select "Search" to search the visitor according to some contents, like name, phone number, website, email. Also, there is a pane under the search column, where you can edit the visitor's information.
  6. Click "Footprint" column in the "Channel" window to see the referrer, keyword, user agent, start visit, entry page, exit page and duration time of visitors ever browse.
  7. There is a menu above the send message blank. Select "Push Image", "Push Web", "Send File", "Dialog's Time Switch", "Save As", "Print" button as you like; or hit the pane of "Spell Check" to check the spelling when you type in the message.
  8. Change fonts, font sizes, colors, styles, etc. by clicking on the relevant buttons.
  9. Click "Skype to Call", and connect Skype to call the visitor directly.
  10. There is a menu below the send message blank. Hit the right key of the mouse on any chat channel, to choose "MultiLine" to juxtaposition all the open channels, or select "Leave Channel", "Close Channel", "Leave All Channels", "Close All Channels", "Close Ended Channels", "Close Other Channels" as you like.

Ⅸ. How to use "File" menu


  1. Click on "File" button, and choose "Login As..." to change operator to log in.
  2. Select "Log out" to quit the chat. In the visitor chat window it will appear :"Jupitar Leaves!".
  3. Choose "My Status" and hit "Online" . To log in, hit "Away" to do the same as "Login As Away..." button, hit "Busy" to show operator is busy now, cannot reply at that time, or hit "Hidden" to show operator is offline but actually is online
  4. Select "Exit" to close the operator application.
  5. Hit the right key of the mouse on the logo on the toolbar, you can also choose the menu the same as "File" menu, but adds "Restore" button to display the whole operator chat window.

Ⅹ. How to use "Help" menu


  1. Click on "Help" menu, and select "Check for Update". A new web page will display for you to check and upgrade a new version of our software.
  2. Click on "Help" menu, and select "Buy Now". You will be directly transferred to the BuyNow page in Chat4Support website.
  3. Click on "Help" menu, and select "Contact Us" . You will be directly transferred to the Contact Us page in Chat4Support website.
  4. Click on "Help" menu, and select "Online Manual". You can see our detailed manual there.
  5. Click on "Help" menu, and select "Sign Up". It will take you to the Sign Up page in the Admin Console.
  6. Click on "Help" menu, and select "Forgot Password". It will take you to the Forgot Password page in the Admin Console to let you get back your password.
  7. Select "Resend Verification Email" to go to Resend Verification Email page in the Admin Console.
  8. Select "Home Page" to go to Chat4Support website.
  9. Choose "About Chat4Support Operator..." button to see more information about our software.
  10. Administrator and Operator Background Console
  11. (a). Login the admin console website --- http://web.chat4support.com/weboperator/.
    (b). Click on "Sign Up" menu, and input your account name, user name and password. The password is matched upper and lower case. If you are the administrator, it will display "Site Info", "Upload Images", "Department", "Operator", "Canned Messages", "Knowledge Base", "Chat History", "Chat Survey", "Keyword Match", "Important Page", "Ticket System(Message)", "Traffic Analysis", "Change Password", and "Logout" menus. But if you are the operator, it will not display the initial four menus.
    (c). If you are not the administrator or operator, you can click on the "Sign Up" menu to input your information for registration.
    (d). Click on "Forgot Password" to get back to your password through sending by email or operator ID.
    (e). Click on "Resend Verification Email" to get back the register email again.
    (f). After you login as administrator, select "Site Information" to view your information detail, such as site ID, site name, email, and so on. You can reset them and save.
    (g). Click on "Operator" in "User Setup" menu, and hit "Add New" button to add operators or administrators if necessary. Hit the "cross" logos to delete them if needed. Hit each operator ID to edit the detail information of operator and save.
    (h). Click on "Department" in "User Setup" menu, and hit "Add New" button to add departments if necessary. Hit the "cross" logos to delete the departments if needed. Hit each department name to edit the detail information of department and save.
    (i). Select "Canned Messages" in "Content Manager" menu to insert new canned messages for every operator to choose when chatting with their customers.
    (j). Select "Knowledge Base" in "Content Manager" menu to insert new problems and answers frequently used for every operator to help their customers.
    (k). Click on "Keyword Match" in "Rules" menu to input the keyword to match the ones used by visitors, in order to find out this hot prospect customer immediately.
    (l). Click on "Important Page" in "Rules" menu to add the URL which you think is important one.
    (m). Click on "Upload Images" in "Visitor Experience" menu to change your online, offline icons and logo in your operator chat window. The uploading files must be JPG or GIF.
    (n). Click on "Chat Survey" in "Visitor Experience" menu, to make a survey before or after chat.
    (o). Click on "Ticket System(Message)" to review and sort the messages visitors leave, and also assign a suitable operator to answer.
    (p). Click on "Report & Log", there you can check all data reports about successful chats, missing chats, operator statistics and so on.
    (q). Click on "Chat History" in "Report & Log" menu to review chat contents from a specific date.
    (r). Click on "Traffic Analysis" menu.
    (1). You can see a "Summary" data in "Website Visitor" menu. It shows the total statistics by IP address and pages viewed by visitors.
    (2). Select "Recent Traffic Data", you can choose to view the yearly, monthly or daily visit traffic of visitors. Move the mouse on the histogram, and you can see the traffic with unique IP and the total traffic of page views in the website.
    (3). Click on "History Data Search" menu to choose to view the historical data of website traffic by year, month or day. You can also directly input the specific date time to search the data.
    (4). Click on "Keyword & Referrer" button to view the analysis of keywords or phrases that visitors are using to find your website in each search engine. You can also directly input the specific dates to search the data.
    (5). Click on "Resource Accessed" to let you see how people used search engines to find your web site. And shows which Domains and URLs your visitors come from, broken down by Referring Domains and Referring URLs. There is a search engine performance table on the left side, displaying which search engines produce more traffic, and which still need more work. You can also directly input the specific dates to search the data.
    (6). Click on "Time Zone" button to select "Region" menu, and you can view the regional traffic statistics of visitors. Select "Language" for you to see the analysis of traffic by visitors' language. Hit "Time Zone" to view the analysis of the amount of visitors who browse your website from which time zones. You can also directly input the specific dates to search the data.
    (7). Select "Other Information" menu, there are some parameters of choices to see statistics. "IP Header" is the analysis of traffic by visitors' IP addresses. "Color Depth" means the analysis of traffic by visitors' typing colors. "Browser" is for you to analyze the traffic by visitors' using different browsers to browse your website. "Screen Resolutions" is for you to analyze the traffic according to visitors' screen sizes of computers. "System" is to view the analysis of traffic by visitors' computer systems.
    (8). Click on "Logout" to completely leave the operator background console.