Why aren’t chats transferring? Why are they returning to the agent after he transfers them?

September 5, 2018
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Problem: When a chat is transferred, the chat returned back to the original skill/agent rather than remaining in the destination queue. Cause and Solution: Transfer-to-agent returns chats to the origin after about 4 minutes, if no other agent has taken the chat. However, transfer-to-skill does not return to the origin.  

Why aren’t visitor names displayed in the Web Visitors and Web History list?

July 12, 2018
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  Problem: Web visitor names are displayed as “Visitor” in the Web Visitors list even when visitors start chatting. Why aren’t their real names displayed? And why aren’t their real names displayed in the Web History list? Cause: The engagements for which a visitor name is not displayed are NOT configured to display pre-chat surveys.… Read More

How to disable offline surveys

June 21, 2018
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Offline surveys are presented to visitors when there are no agents available to chat.  You present your visitors with a short survey where they can leave their details so that you can follow up with them later. Offline surveys are enabled by default for each engagement. You can disable offline surveys if you don’t want to… Read More

Why isn’t the engagement displaying on our website?

May 22, 2018
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  There are many reasons why engagements may not display on a website. Below is one scenario. We will add additional scenarios to this document in the future. Reasons engagements may not display: Web page is not tagged with an LE tag Engagement is not enabled Campaign is not published Campaign time frame restrictions Visitor… Read More

How to add links to predefined content

April 15, 2018
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  To add links to predefined content, use the HTML tag for hyperlinks. For example: <a href=”www.liveperson.com”>This is the link to our site</a> Generally HTML elements can be integrated into Predefined Content entries. Chat – visitors will receive the content with the HTML formatting.

How to change the destination email for your account’s offline survey responses

April 15, 2018
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  The email address to which your visitors’ offline survey answers are sent is the email that was used to register your LiveEngage account. If you want to change where the offline survey emails are sent, contact your LivePerson Account Manager. If you do not have an Account Manager, chat with LivePerson Support.  

Control Group Q&As

March 28, 2018
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  What are control groups and how do they work? A control group is a random number of visitors to your website who do not receive any type of engagement from a LiveEngage campaign.The activity of these visitors in the control group, for example, sales purchased and defined goals reached, is then compared to the… Read More

Adding an agent’s photo to the engagement window

March 28, 2018
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You configure the agent picture on the User’s tab. To add an agent’s photo to the engagement window: In LiveEngage, go to the Users tab. Click the row with the agent’s name. The Edit user window opens. In the Picture URL field, add the URL of the agent’s personal picture (must be in https format). Click… Read More

Customizing engagements

March 28, 2018
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You can customize your engagements to reflect your messaging and branding.  The following customization options are available: Size and placement Background color and design Border color and width Corner style (rounded, square) Addition of text, images, buttons To customize an engagement: Edit or create a new engagement. Go to the Engagement studio. Click the icons on… Read More

How to define where to display an engagement using Location by Page/URL

February 8, 2018
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Engagements are displayed on all tagged pages of your website by default. If you’d like to limit an engagement to display on specific pages/URLs, go to the Add new location page and under Define location by: select Page (URL / title). These are 3 options available when defining an engagement’s location by Page: 1. Contains… Read More