New Live Chat Box Engages Website Visitors

[Constantinos Constantinou]

Adding onto the release of Update 7, the 3CX Live Chat plugin has undergone a makeover too. The plugin now offers a more engaging way to invite people to chat as well as provide important contact details - agents will never miss a chance to turn a visitor into a potential customer!

New Live Chat Greeting​

The new chat greeting g...

Continue reading the Original Blog Post.

 

[Raumpatrouille]

Nice to see the new version!
(even if it's version 3.0.12 and 3CX website already has version 3.0.13 in use )

Three things about this:

1. What would really help our company would be an option to disable offline chat. We just want to show the customer the message that the chat is currently unavailable (when no agent is logged in anymore).
Otherwise we can't use the customer chat.
2. The customer notification "Chat session was dealt with" does not seem to be translatable. Neither by HTML call nor in the callus script.
3. It would be nice if you could set the avatar yourself, e.g. a small logo.

Would it be possible to implement this?

Thanks!

 

[Constantinos Constantinou]

Thank you @Raumpatrouille for your feedback.

Point 1: Everyone now a days is trying to not lose leads because they might not have agents available. Why not to get that message and process it afterwards. I would like to understand why to block this kind of feature from your visitors.

Point 2: We are thinking of how to address the wording translations in an efficient way as part of our backlog review.

Point 3: Use "operator-icon" with the value set to a URL, in order to set the avatar image. We will include those image related options in the code generator in our next release.

 

[Raumpatrouille]

Thank you @Constantinos Constantinou for the quick feedback.

Regarding point 1:
We really need a pure "livechat".
If we allow customers to write to us 24/7, we will never be able to process the messages (we already have experience with this).
For more details on this, please send me a PM.

Greetings

Raumpatrouille

 

[N_G]

@Raumpatrouille - The live chat goes offline and customer can send an email. Its clear to the customer at this point that no one will answer him at that point but that he will receive an answer by email. You mean you want to block the customer from sending an email?

 

[Constantinos Constantinou]

The request from @Raumpatrouille is to completely disable the chat in case of offline mode.

This is an option currently available on "Standard - No 3CX" on WordPress plugin.

 

[Phone systems NZ]

the new live chat is missing some things compared to the old one.
1- if you don't have wordpress the code generate does not give you an option for "calls only"
2 - There does not seem to be a way to have different options for different web pages
3 - there is no longer a way to give customers the option to ring unless an agent takes control of the call.

 

[Raumpatrouille]

@Nick Galea - Yes indeed! We want to prevent the customer from contacting us via chat once no one is logged in (either as a message in the chat window or hide the chat altogether).

We offer our customers a variety of ways to contact us, now we want to offer live chat as well, but only if an agent is logged into the associated queue.
Although we only want to make the livechat available in the service area of our website, we have unfortunately also made the experience in the past that we receive many dubious / spam messages - especially outside business hours.
Therefore, our customer service management has decided to introduce the 3CX chat only when customers have the possibility to write a message only when an agent is logged in.
In short: we need a pure "livechat". No one there? No chat!

 

[Constantinos Constantinou]

@Raumpatrouille Thank you for the clarification.
This is a valid argument that as I said is already in place on WordPress plugin for "Standard - No 3CX" mode.
We can enable the option to completely disable it in case of offline on our next update.

 

[Constantinos Constantinou]

the new live chat is missing some things compared to the old one.
1- if you don't have wordpress the code generate does not give you an option for "calls only"
2 - There does not seem to be a way to have different options for different web pages
3 - there is no longer a way to give customers the option to ring unless an agent takes control of the call.

@Phone systems NZ ,
1. Currently the option is not available on Code-generator. We are evaluating the usage of it, in order to include it on upcoming updates.
2. There are a number of ways to achieve this.
A. Code-Generator > Configure different "3CX Click2Talk URL" and get the code and put it in your page.
B. On WordPress environment you can exclude the plugin from specific pages or show it on specific pages and the on code generator populate the script to be added on those pages as "HTML Code"

3. The option is available with our latest release. Check the advanced configuration options on Code-Generator and WordPress plugin.

 

[Phone systems NZ]

@Phone systems NZ ,
1. Currently the option is not available on Code-generator. We are evaluating the usage of it, in order to include it on upcoming updates.
2. There are a number of ways to achieve this.
A. Code-Generator > Configure different "3CX Click2Talk URL" and get the code and put it in your page.
B. On WordPress environment you can exclude the plugin from specific pages or show it on specific pages and the on code generator populate the script to be added on those pages as "HTML Code"

3. The option is available with our latest release. Check the advanced configuration options on Code-Generator and WordPress plugin.
View attachment 19651

Thanks for that.

Please do add in the option for calls only in the code generator as I have some customers waiting for that option and also some customers with that option from the old live chat that are not on WordPress websites :-(

 

[Constantinos Constantinou]

Hello @Phone systems NZ ,

You can utilize "Ignore Queue Ownership" in those cases, that will give the option to visitors to trigger a call without the need of taking the ownership first.