FAQ of Live800 - Global Leading Live Chat System

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What is Live800?

Live800 is a service for web site owners to add live chat to their website(s) for the purpose of performing sales and support chats. Live800 is not a public chat room.

How does it work? Is it hard to set up?

It is very easy to set up - just cut and paste. We provide a thin client application that you will download on each agent's computer. There is a snippet of HTML that you will generate within the application and add to your website to create a chat button. Visitors to your website can then click on the chat button to initiate chats and your agents answer the chats using the client application. You can have multiple chats with different visitors at the same time - each chat is a private chat between you and each visitor. Tailored for larger scale, multi-channel communication deployments, Live800 Enterprise is an integrated product including chat, email management, click-to-call, SMS text management, intelligent robot and more.

How much does it cost and how is it priced?

Our products are priced according to a per-concurrent-seat model. For example, you might purchase two licenses, but set up ten total agent PCs. In this case, only two of the ten agents can be logged in at the same time. Live800 starts at just $290 per agent / year. View our pricing and discounts for details.

Are there any setup fees or contracts to sign?

There are no setup fees or long term contracts; we have an online agreement which you can see once you decide to purchase our products. Rather than pay month to month, you can choose to pay on an annual basis and take advantage of our pricing discount with that option.

Do you offer professional services? How much are they?

Our Professional Services are entirely optional, but we do offer them. Our services range from basic set up and customization to robust and ongoing account management aimed at optimizing performance. Learn more about our Professional Services.

If I use the free trial and decide to become a customer, will I have to re-implement?

No. The 7-day free trial is available and is fully functional. Should you decide to become a paying customer, you will not need to re-implement the code; your account will simply continue to function after you go through the checkout process. No payment information is required to try.

Why can't the visitor open my pushing page?

The pushing page cannot be automatically opened if the visitor's explorer version is too old or the page on which Live800 chat icons exist is closed. At this moment, the visitor's chat box will display the link that users can click to open the website.

Why does the initiative chat fail after it succeeds?

After the successful chat, the chat window in the visitor side will pop up after a delayed time if the internet connection is rather slow. The initiative chat may fail if the customer service operator sends chats to the visitor before the chat window pops up. We recommend you to send information after the initiative chat succeeds for a while. And if there is a network assistant installed in the visitor's explorer, this problem may also occur.

Why can't I invite the visitor?

If the visitor installs some software such as the network assistant in the explorer, the chat invitation probably fails.

Why do I fail the initiative chat?

If the visitor installs some software such as the network assistant in the explorer, the initiative chat probably fails.

Why do I fail in some options when I am selecting the visitors who will be displayed?

The system does not allow the default key visitors to be filtered out.

How do I change the shortcut key settings when sending messages?

You can change them in "Settings" of the "System" menu.

The information hint as "Login Again in one Second" may appear in the system, why?

If your internet connection is slow, the disconnection problem may occur. The system will automatically log in again after disconnection, during which you cannot send or receive any message. After successful re-login, you can continue your message sending or receiving.

How to sort the lines in the visitor queue?

Double click the corresponding column header.

How do I deal with the situation when there are too many visitors in the queue and I don't want to display the off-line visitors?

Select "View->Filter Queue" and set them in the popped-up chat box.

Why does the automatic upgrade fail?

Sometimes the network fault may cause the upgrade system to fail. If the program is re-started, Live800 will continue to upgrade.

How to quickly switch between the chats of the visitors?

You can quickly switch by pressing the shortcut keys Alt + Z, which are defaulted by the system. You can also define your shortcut keys in the system settings.

Why can't I see the track information?

To view some track information about the visitor on some pages, you need to embed the track code on the corresponding web pages.

Why can't I see the visitor's name?

The visitor has not yet established the name card or not been endowed with the existing name card.

Why can't I add chats to the visitor?

The premise to add chats is that the visitor must have a name card.

Why can't I see the current chats in History Chat?

When the visitor is visiting the website, his or her chats will not be displayed in History Chat.

Why is my software interface different from others' and why do they have the menus and buttons that I haven't?

Please make sure that you have the corresponding rights. Live 800 Customer Server displays the User's interface on the basis of your rights, which is distributed by the Live 800 administrator in your company.

Why won't the Visitor Information Window pop up when the customer service operator initiatively invites and talks with the visitor after having set the pop-up visitor information window before chat?

Under the two situations, the visitor has no wish to talk. If the Visitor Information Window pops up to have the visitor fill out information, the successful rate of the chat will be reduced.