LiveChat manager and admin guide

This guide covers setting up LiveChat on your website for the first time, and the various admin options.

We set up and manage your LiveChat account and nominate an admin email address, which will become one of your chat agents. The system will then send you an email that looks something like this:

Just follow the instructions and create your account and password.

Note: There’s usually a time limit on these emails, so act on them promptly. If you’re too late let us know and we’ll just resend your invitation.

Getting your LiveChat up and running

At first. LiveChat will not be active on your website, so you can get to know the system before launching it.

We offer a 30 day trial period (over the standard 14 days) and handle set-up and support, all included in the headline price of your LiveChat plan.

Setup is a simple 4 stage process:

  1. Complete your agent profiles and make sure you see our agent guide
  2. Decide on your chat icon as it displays to visitors
  3. Decide on text and behaviour of forms used in chats
  4. Connect your Facebook page (if using)

Then get to know the system. We appreciate there’s a bit of a learning curve here but it’s worth it. And if you get stuck, our support is here for you.

You and your agents need to learn their way around the system. Some trial conversations are a good idea here.

Handling tickets

Every time someone uses your chat and there’s no-one available, the system will create a ticket (managed from within the Tickets tab in the LiveChat app). You’ll need to decide how these will be handled.

Your chat icon and widget

The LiveChat system offers a range of options for displaying your chat icon (which appears on the page when peope are NOT interacting with chat) and the widget used in active chats.

Bubble or bar?

Broadly, your options are a bubble that appears bottom right of the screen, or a bar, both of which float above the web page.

Chat bar
Chat bubble

Each has their advantages/disadvantages, which vary according to how you use LiveChat. We’ll discuss this with you.

It’s important to remember that most people using your site will NOT use the chat, so we need to make sure it stays out of their way, while being noticeable for those who do want it.

Note: If we have set up your account on a free trial, it will be on the mid level Teams plan. Once your trial expires, if you choose the starter plan you may lose some customisation features.

For example, if it’s really important to you to have your own logo on the chat box. you’ll need the Teams plan.

Decide on text and behaviour of forms used in chats

LiveChat interacts with your customers automatically by pre-set texts. for example:

  • An initial greeting
  • A pre-chat contact form, where they give their email
  • A post chat feedback form
  • Message and form for when no-one’s available on chat

All of these are fully customisable. You can change the wording and edit the forms and we’ll go through thos with you.

For example, if you want to ask customers for their reference number to identify them, you can do that. You can also do away with the forms entirely. It’s up to you.

Connect to your Facebook page

Unfortunately, this is something you have to do because of Facebook’s permissions, but you can use LiveChat to manage messages received through your Facebook business page.

You need to be an admin on your Facebook page to do this, and instructions are here: Facebook Page LiveChat setup

Canned responses

You probably already have questions your customers ask time and time again. Canned responses can save time in dealing with them. There’s more information about that here: LiveChat canned responses

Ready to go!

Once these steps are completed, we can then add the chat to your live website and you’re ready to start chatting with your customers!

Adding it to your site will take a matter of minutes so we’ll co-ordinate with you over when to go live.

Go-live is just the beginning

As soon as you start using an app like this, things will develop. Some things will work, some will need changing, and it;s likely for your customers to find it useful in ways you never expected.

We’ll help you adapt so you can serve your customers even better.