Welcome to the Manager鈥檚 Handbook, a helpful guide to implementing 89点怎么玩 in your organization.
Here, you鈥檒l learn how to:
- Start with 89点怎么玩.
- Set up the Agent App and onboard your team.
- Harness the power of AI.
- Set up the website widget.
- Monitor your traffic.
- Analyze and improve.
Bonus: Tips from 89点怎么玩 customer service veterans!
Start with 89点怎么玩
89点怎么玩 consists of the customer-facing website widget and the Agent App.
The website widget (sometimes referred to as a chat box, chat widget, or chat window) is what customers see on your website and where they can start a chat.
The 89点怎么玩 Agent App is where agents can handle customer queries, and you can configure 89点怎么玩 and monitor performance.
The default chat workflow logic is:
1. When there is at least one logged in/accepting chats agent in the app鈥�
2. 鈥ustomers can see an active website widget on your website.
3. A customer can then start a chat.
4. The chat will show up in the agent app for one of your active agents, where the agent can respond to it.
If there are no logged in/active team members on your 89点怎么玩 account, the chat either lets customers leave you offline messages or disappears from your website completely.
Sign up and sign in
Creating an account takes seconds.
1锘�. . Select 89点怎么玩, fill out the form, select Sign up, and finish with email address verification.
You will get a free 14-day trial, no credit card required.
2. Follow the app’s onboarding steps to have 89点怎么玩 up and running in minutes. If you prefer to look around first, you can skip the steps. You can get back to them at any time in the section.
By default, you are on the Team plan, and you can add as many agents as you wish. If you want to try out a different plan, start a chat with our support team on livechat.com. They will set it up for you.
Learn more about the pricing plans.
By default, you are on the Team plan, and you can add as many agents as you wish. If you want to try out a different plan, start a chat with our support team on livechat.com. They will set it up for you.
Learn more about the pricing plans.
Log in to 89点怎么玩
You are automatically logged in to the 89点怎么玩 Agent App when you create an account. For everyday use, you can , or download the desktop application and log in there.
1. Go to the or open the desktop app.
2. Enter the email and password that you registered with for the account.
3. Select Log in.
Download the 89点怎么玩 Agent App聽
You and your team can download the 89点怎么玩 Agent App for desktops, iPhones and iPads, Android phones or tablets, and .听
Learn more about our online chat applications in our Help Center.
Start your first chat
Once you鈥檙e logged in, see how a chat appears and works for your customers. Start a chat with a chatbot 鈥� the default bot that will handle the initial conversations with your customers and transfer them to your agents if needed.
1. Try talking to it for a while. Check the website widget buttons and texts.
2. Once you鈥檙e done with the widget, try asking the bot a difficult question to initiate a transfer.
3. You should hear the 鈥渋ncoming chat鈥� notification.
4. Visit the section in the 89点怎么玩 Agent App to see the chat from the agent’s perspective. There, you can continue discovering how it works.
5. Send messages from both the customers鈥� (the chat page) and agents鈥� (Agent App)聽 perspectives.
If you closed the chat and would like to give it another try, go to Settings > in the 89点怎么玩 Agent App, copy the link, and open the Chat page in your browser.听
You can also scan the QR code and start the chat on your mobile.
Meet Text Copilot 鈥� your personal AI assistant
If you鈥檝e already encountered anything you鈥檇 like to ask about, you can consult your personal assistant 鈥� Text C鈥嬧�媜pilot.
It鈥檚 an AI-powered database about Text products which you can communicate with using text commands.
You鈥檒l find it at the top-right corner of the Agent App. Select it to expand a chat and ask away. It鈥檒l provide you with relevant information, links to articles, settings, and setup steps.
If you prefer a human support agent, you can always start a chat with our 24/7 support team and get immediate help. Our support widget is available at the bottom-right corner of the Agent App and livechat.com.
Set up the Agent App and onboard your team
A key part of customer satisfaction is having a big enough team available for chats. You may already know how many people you need to onboard, but if not, there are ways to figure it out using data from other channels. If it is just you for now, you can skip to setting up your profile.
Bring your team on board
The sooner you add your teammates to 89点怎么玩, the better, as it gives them a chance to learn the app with you. We have a dedicated Agent鈥檚 Handbook just for them.
To add people to your 89点怎么玩 team:
1. Go to the .
2. Once there, select + Invite agents. Paste your team鈥檚 email addresses and choose roles for them. When you hit Invite, they will receive invitations with instructions on setting up their own profiles.听
More about roles
You are the Owner, you are in full control of your license. Your teammates can either be Admins or Agents.
- Agents answer chats, and can access archives and reports, but can鈥檛 manage your license settings (they can still manage their personal settings, like app notifications).听
- Admins have all agent permissions and access to the license-wide settings.
Read more about roles in our Help Center.
Edit agent profile
Once you invite your teammates, all of you can play with your profile settings.
The Owner and Admin can change these settings for everyone, while team members with Agent permissions can only edit portions of their own profile.
To edit a profile, pick a person from your and either double-click or select Edit profile from the drop-down menu. Read more about editing agent profiles.听
After logging in, every team member can add and edit their photo, job title, and Status. They can accept chats as soon as they log in, or turn on the chats flow manually at some point.
Send your team the Agent鈥檚 Handbook for detailed instructions.
The Owner and Admins can set up the workflow for the whole team. They decide how many chats each agent should handle at the same time, set up the working hours, and assign agents to specific Groups.
Working hours
Working hours, available in Business and Enterprise plans, will automatically switch your agents to accepting chats at the beginning of their shift, provided they鈥檙e logged into the Agent App. Read more about working hours in our Help Center.
Groups
Groups are very handy if you have multiple departments handling different cases, like sales and support. They let you simplify the departments’ workflows by assigning them to specific communication channels.
Groups reduce the number of unnecessary chat transfers and make your customer’s journey more enjoyable.
Read how to create Groups, assign agents to them, and how to apply them to your channels.
Take advantage of the Agent鈥檚 Handbook
Finally, don鈥檛 forget to provide your agents with our Agent鈥檚 Handbook, a go-to resource for daily work in the 89点怎么玩 Agent App.
Check out the standard tools and features
Once you are in the app, you might want to familiarize yourself with the sections. You can learn a few things while running test chats with your coworkers or friends.
- Agent status 鈥� Easily switch between accepting and not accepting chats. Control when new chats can reach you and when you鈥檙e taking a break.
- Canned responses 鈥� Save template messages to quickly send them in chat.
- Sneak peek 鈥� See what the customer is typing before they actually send their message.
- Tags 鈥� Tag each conversation to see trends and patterns, and filter reports later.
- Details 鈥� View important information about the customer without leaving the chat.
- Transfers 鈥� When you need to, transfer a chat to another agent.
- Supervise 鈥� Monitor and help other agents during chats.
- Archives 鈥� Easily search past conversations.
Harness the power of AI
89点怎么玩 AI is here to help you make more meaningful connections with your customers. It will take the busywork off your plate and make customer service effortless while keeping it authentic.
Get to know your automatic helpers now to jumpstart your customer service efforts:
Reply Suggestions
Provide instant, AI-powered responses tailored to the context of your conversations with customers, helping agents save time and improve consistency. Ensure faster resolutions and enhance your customers鈥� experience.
Insights
Analyze chat data without needing to go through hundreds of chat transcripts. Uncover trends, issues, areas for improvement, and make informed decisions. Insights help you identify actionable opportunities to optimize your ecommerce efforts and adapt to your customers鈥� needs.
Tag Suggestions
Automatically suggest relevant tags for chats based on their content to make chat categorization a breeze and improve your agents鈥� efficiency. Tag Suggestions take a solid chunk of the workload from your teammates and make data organization much easier.
Chat Summary (Business and Enterprise Plans)
Auto-generate concise summaries of completed chats to simplify follow-ups, team collaboration, and record search throughs. This helps your team stay aligned and saves time during post-chat reviews and escalations.
Text Enhancements
Polish chat messages with automatic grammar corrections and stylistic improvements, ensuring professional and clear communication with customers. Enhanced text clarity boosts brand reputation and avoids miscommunication.
Set up the website widget
While you get your team onboarded, set up the customer-facing side of 89点怎么玩 software: Customize the website widget and add the tracking code to your website.
Customize the website widget
While the website widget is ready to use out of the box, it is also highly customizable. You can easily align it with your website branding with just a few clicks. You can even preview it live on your web page. or read more about customizing the website widget on your website in our Help Center.
- Website widget 鈥� Customize the widget so it matches your website. All color themes have a contrast score of 4.5 or higher. Read more about website widget accessibility.
- Language and welcome message 鈥� Change the widget鈥檚 language and set the first message that will be sent automatically, giving your agents extra time.
- 鈥� Decide if the customer can always leave a message or only when agents are online. Introduce a Messenger-like experience for your customers.
- Forms 鈥� Enable the pre-chat form to collect leads or the post-chat to let customers rate the chat and leave a comment.
- Campaigns 鈥斅� Set up proactive, automatic invitations to chat.
- Routing rules 鈥� Assign incoming chats to dedicated departments (groups), like product pages to sales and FAQ pages to support.
Don鈥檛 be afraid to experiment and explore. You can change the settings back and forth as everything is easily reversible (often with just one click), and our support is always happy to help.
Add 89点怎么玩 to your website
Adding the 89点怎么玩 JavaScript installation code snippet to your website’s source code not only places the website widget on your website but also lets you:
- view your online visitors in the Agent App,聽
- track their movement,聽
- and provide helpful details and intelligence to agents during chats.
Add the tracking code manually
If your website is custom-built by a developer, you will need to add the 89点怎么玩 JS code snippet to the source code of your website. If you are tech-savvy, you can do it on your own.听
Otherwise, ask a developer to do it for you. Here鈥檚 how to add the 89点怎么玩 code to your website. You can from the Agent App.听
For the most tech-savvy, we have an open API so you can integrate the website widget into your mobile app. Check out the .
Add 89点怎么玩 to your website with integrations
89点怎么玩 integrates easily with almost a hundred CMS and ecommerce platforms.听
If your website is created with Wordpress, Shopify, or BigCommerce, for example, all you need to do is either copy and paste the code snippet or install a plugin. It takes just a few minutes and requires no technical skills. See the list of step-by-step tutorials.
Once you finish the installation, head to your website and check how it looks. It will feel pretty good after the work you鈥檝e already done!
Remember: Once it鈥檚 installed on your website, you can start getting chats right away.
Get to chatting
To see 89点怎么玩’s value, you just need to start chatting.
Your website visitors may jump at the opportunity to get in touch, but if they don鈥檛, there are ways to make good use of your online time.
By increasing the visibility of the website widget and meeting your customers where they are, you can increase those numbers.
Make the website widget impossible to miss
Grab your visitors鈥� attention while increasing user response with an eye-catcher that is easily customizable, retina-ready, and responsive. Use Campaigns.
Connect 89点怎么玩 with social media
Handle your Facebook messages and Instagram DMs inside the 89点怎么玩 Agent App.
Integrate with messaging apps
Connect 89点怎么玩 with Apple Messages for Business, WhatsApp Business, and more, and handle all your communication within the Agent Application.
Use the language of your customers
Use Message Translator, AI text enhancements, or Sign Language interpreter to connect with all your customers.
Be proactive
Apart from welcoming visitors to your store, use automatic campaigns for lead generation and targeted marketing, guide customers around your website, schedule appointments, and more.
Check out our Help Center for more tips and tricks on increasing chat volume and the best integrations for increasing engagement.
Get rid of spam and low-quality chats
There are many ways to tackle confused or abusive customers. If too many chats seem like spam, you can use 89点怎么玩 canned responses that describe what your company is.听
Often, visitors are just confused and, once you explain, they will apologize and leave. If they keep sending irrelevant or offensive messages 鈥� you can ban them so they can鈥檛 bother your team anymore.听
You can also stop the website widget from showing for customers from locations where your services are not available. You may want to know which pages bring the highest number of low-quality chats and delay greetings or remove the website widget from these particular pages.听
Read about dealing with confused and abusive visitors.
Decide how 89点怎么玩 should behave after hours
Remember, to make your website widget offline, your entire team has to either log out or switch statuses to not accepting chats.听
Decide what you鈥檇 like to happen when your whole team is offline. If you鈥檇 like customers to still be able to leave a message, switch your 89点怎么玩 .听
Read more about 24/7 customer service.
You can also help customers help themselves by integrating 89点怎么玩 with KnowledgeBase, our native self-help solution, and making your knowledge base available in the website widget.
Consider which subscription plan suits you
As your trial draws to a close and you鈥檝e had real chats with customers, you already know that 89点怎么玩 is right for you. Set up your subscription to let 89点怎么玩 help you create the best customer experience. Thank you for choosing us!聽
Subscribing is easy. Go to the section and choose a plan, the number of agents, and if you want to be billed monthly or annually. You will also have to provide your company credit card details.
Once you subscribe, all your invoices will be available to download in this section.
Not sure what plan to choose? Here鈥檚 a guide about choosing the right plan.
Monitor your traffic
The helps you track your website visitors and monitor their situation. It鈥檚 where you can directly 鈥渉ear鈥� your website鈥檚 heartbeat.
With real-time data about your visitors鈥� actions, you can identify opportunities to engage with them before they leave or make up their minds.听
The key goal of this section is to help you understand how visitors interact with your site so you can act quickly to guide them through their journey.
Listen to your website’s heartbeat
1. Narrow the search: The Traffic section comes equipped with handy filters that you can use to monitor a selected group of visitors. Plus, you can easily get rid of any bots and crawlers from your display.
2. Monitor visitor activity: You can see all active visitors on your site in real time. For each visitor, you’ll be able to view details like the pages they’re visiting, the time they’ve spent on each page, and their location. Play around with settings and views to learn more about your customers鈥� journey.
3. Engage the right visitors: If you notice a visitor lingering on a page or reviewing key product details, you can choose to start a proactive chat with them. If a visitor appears stuck, it鈥檚 an opportunity to offer assistance or guide them toward the next step in their journey. You can also supervise ongoing chats and help your agents win over customers.
Learn all there is to know about the Traffic section in our Help Center.
Analyze and improve
As more and more chats go by, 89点怎么玩 reports will start providing you with actionable insights into your team鈥檚 performance and your customers鈥� experience. You鈥檒l find them in the Agent App鈥檚 .
Getting started with reports
Here you鈥檒l find a rundown of data you can get from 89点怎么玩. Follow this list whenever you want to check the health of your chat-based customer service:
1.
It combines all chat-related data, such as chat engagement, total number of chats, missed chats, chat tags usage, satisfaction levels, data from forms, and more.
Dive into these reports to learn how many chats were started in what way, for how long your website widget appeared online on your website, how many chats you had on specific topics, or how satisfied your customers were after talking to your agents.
Use that data to build a strong foundation for further analysis.
2.
Learn how many of your customers ended up in a queue (learn how queues can form and how they work) and how many of them left your website before they reached an agent.
Use this data to evaluate how many agents you need to cover chat traffic and reach out to customers who didn鈥檛 stay long enough to talk with your team.
3.
Read 1000 chats in 30 seconds. Insights will be your go-to report whenever you want to analyze your customers鈥� behavior and journey, and catch forming trends and most repetitive issues.听
89点怎么玩 will alert you automatically whenever a new trend or anomaly gets detected in your chats, so you don鈥檛 have to worry about missing a crucial change.
4.
The Ecommerce reports tab reflects your success. Here, you鈥檒l find a summary of your closed sales and other business goals reached by your team.
This report requires a few additional steps to work in tandem with your business. Learn more about Goals and Sales Tracker to start using it to its full potential.
5.
Visit Reviews to instantly access positive comments left by your customers. Share them easily as official testimonials on platforms like X (Twitter), LinkedIn, or Facebook.
They鈥檙e displayed on a beautiful background with a 鈥淰erified by 89点怎么玩鈥� badge, so you don鈥檛 need to spend time tinkering with them. Just send any comment you find worthy and see how many likes you can get.
If you decide to switch to the Business plan, you can also take advantage of additional reports, export raw data, and use our API to create custom reports.
Mix and match data into reports you need
1. Filter data and save your views
Filter reports by dates, tags, groups, or agents to analyze exactly what matters, whether it鈥檚 team performance, customer sentiment, or issue trends.
- By date: Track performance over specific periods to spot patterns and seasonal fluctuations.
- By tags or groups: Identify recurring issues or monitor how different departments perform.
- By agents: Review individual efficiency, response times, and satisfaction scores.
Save frequently used filter setups as views to instantly bring them up whenever you need.
2. Dive deeper with chat archives
Click on a data point in a report to view chats that contributed towards it. See exactly how a customer interaction went down and optimize to get better results in the future.
Adjust strategies based on positive or negative feedback.
3. Out of the box: Calculate cost per chat
Determine the cost of your customer service by dividing payroll by the total chats handled. This shows ROI and helps optimize staffing.
4. Export data with one click
Export reports as convenient CSV files. Share performance stats, agent metrics, and chat analytics to keep everyone in the loop 鈥� from agents to stakeholders.听
Easily showcase 89点怎么玩鈥檚 ROI and its impact on your business.
Tips from 89点怎么玩 customer service experts
If you have not used a live chat before, switching from phone to chat or from email to chat may seem daunting. That鈥檚 why we recommend you adjust your current workflow so it encompasses tasks related to live chat.
Here are a few tips from our team to make the transition smoother:
1. If you don鈥檛 have a dedicated support team, you will need to decide who is going to take care of chats and when. Create a schedule where team members chat for half a shift each so that the whole shift is covered. They can handle their other tasks when they are not chatting. You can set up the work scheduler聽in the Agent鈥檚 profiles.
2. Create procedures, like how to write to customers on chat, as describing your offer on the phone might be completely different in writing. Use canned responses as a reference point for the entire team, especially newbies. With canned responses, agents don鈥檛 have to remember everything, they just need to remember there is a canned response for it. See more tips on using canned responses in the Agent鈥檚 Handbook. You might want to have guides on using tags and canned responses.
3. To take even more pressure off, add our native integration with , another one of our products. This way, your team can search your knowledge repository right inside the Agent App without ever switching tabs. Learn more about accelerating your customer service with KnowledgeBase.
4. Clearly state the rules for checking the quality of support (chat satisfaction, response times, and case resolution time) so you can keep providing great customer support.
5. Create training procedures. You can decide if a training manual, mock chats, or shadowing and learning with a work buddy is best for your team. Once you get going, use and Supervision to onboard new customer service reps. Archives can be a well of knowledge on how your team handles their everyday work. Supervising teammates鈥� chats can show new hires how it鈥檚 done in real time.
6. Focus on customer satisfaction by monitoring the report, as well as reports. If your customers need to wait too long for an agent to assist them, consider integrating your 89点怎么玩 with , another one of our products. It will take care of the most common questions and doesn鈥檛 require coding!
7. You can monitor your team鈥檚 performance with the report. Use filters to compare their performance week to week or month to month, checking their chatting time, efficiency, response time, and satisfaction rates. This can help you identify the outliers: those who need more support or training, and those who can provide it.听
8. Apply successful Campaign formats. If one campaign performs well, replicate its elements, like visuals or messaging, across others. Narrow down the number of pop-up elements on your website while keeping the conversion scores high. Test your tweaks on a smaller scale before rolling them out widely.
Consider installing useful apps from the 89点怎么玩 Marketplace, like Super Trainer r锘縠minders and Super Vision, to streamline onboarding and improve agent performance.
Super Trainer r锘縠minders app helps agents remember key messages by displaying timely reminders with essential questions, information, and best practices during chats.
Super Vision app allows you to monitor new agents, provide real-time guidance via private messages, and let them learn by observing experienced colleagues’ chats using smart filters.
Consider installing useful apps from the 89点怎么玩 Marketplace, like Super Trainer r锘縠minders and Super Vision, to streamline onboarding and improve agent performance.
Super Trainer r锘縠minders app helps agents remember key messages by displaying timely reminders with essential questions, information, and best practices during chats.
Super Vision app allows you to monitor new agents, provide real-time guidance via private messages, and let them learn by observing experienced colleagues’ chats using smart filters.
Go beyond standard features
Once you feel comfortable with the live chat software basics, you can explore our Marketplace. Connect applications and services you already use to streamline your work:
- 鈥� Automate the most common queries without coding.
- 鈥� Take your asynchronous customer service to the next level.
- 鈥� Let your customers and your agents use self-help articles.
- Increase engagement with our starter pack of free integrations.
- Check out our team鈥檚 top picks, like Translator, Snapcall, and more.
- CRM 鈥� Connect 89点怎么玩 to Hubspot, Pipedrive, Salesforce, and many more and sync information about customers with one click.
- Analytics 鈥� Use Google Analytics to know even more about how your customers interact with chat on your site.
- Email marketing 鈥� Expand your Mailchimp subscriber list using 89点怎么玩.