Settings Portal

Settings Portal

The WhosOn settings portal is used to create/modify users and user groups, chat window design and behaviour, global canned responses, chat routing, and client options. Only users with Administrator or Supervisor role can access the settings portal.

How to Access the Settings Portal?

The Settings portal can be accessed via the WhosOn Modern Client.

Dashboard

On login you will be greeted by the newly designed dashboard. Dashboard is a data visualization tool that will display the status of agents logged in, total chats taken, missed chats, and average visitor wait time for the current date.

Total Chats: Total number of Chat Requests.

Missed Chats: A missed chat is when a visitor starts a chat but is not picked up by an operator, this will include chats that operators have failed to pick up and chats that have come through when no operators are available

Agents Online: The number of agents logged in online status

Agents Away: The number of agents logged in away status

Average Rating: The average rating of all chats taken

Average Sentiment: The average day sentiment score

Average Visitor Wait Time: The average wait time before all chats are handled by an agent

Average Chat Time: The average total chat time of all chats

Site Settings

Each monitored site has its own properties and tracking code. To access the site settings, you must first select a site from the site selector and select "Edit This Site".

Tracking Code

The tracking code is designed to track visitors on your website in real time and to allow operators within your organization to interact with those visitors via live chat and proactive engagement. In addition to live visitor tracking WhosOn also provides historical reporting of visitor activity, chat sessions and operator activity. The tracking code can be viewed from the site properties and will need to be copied and paste it into your website page where you would like the chat button to appear. 

Note: If using stack chats or the inline chat options you will need to paste this code just before the closing tag for the body to paste this code just before the closing tag for the body </body>*

<!\-- Embedded WhosOn Start \--\>
<script type="text/javascript\"
src="//gateway.whoson.com/include.js?domain=www.test.com"\>\</script\>

<script type="text/javascript"\>
*if(sWOTrackPage)sWOTrackPage();*
</script\>
<!\-- Embedded WhosOn End \--\>

Opening Hours

The Opening Hours enables you to define the opening hours for the selected site. If you set a time period as inactive then the chat status shown on your web site via the WhosOn Tracking code will show as 'offline' - regardless of operator availability.

Work Periods are used as opening hours. For more information on configuring work periods see: https://support.whoson.com/settings_portal/#work-period

Site Time Zone

This option allows you to adjust the time zone on a site-by-site basis.

Site Advanced Options

The Advanced Site Options can be viewed by selecting the "Show Advanced Options" button at the bottom of the site properties page.

Home Page for This Site lets you accurately set the default home page of your website.

Contact Email is required as a global contact for the site.

Apply Chat Configuration Lock lets you lock the chat window design from being changed.

Manual chat links can be used on any page elements within your site or be used in conjunction with your very own chat button.

You can also use them in Email Signatures or in any other form of document that supports web links.

Note: The manual link does not provide visitor tracking only direct access to the chat window.

User Settings

In the user settings, you can create/modify user's account and create and assign users to groups. To access the WhosOn Client, each user must have a user account set up for them. You can add a user via the Add User button.

Editing Users

To Edit a user, select the pencil icon at the right of the user's account.

Creating Users

When creating a user's account, you must enter a Username, Password and a Full Name, which are required fields. All other options are optional but will help your users have the best WhosOn experience.

Email Address - Email Address is required so that WhosOn can send password reset emails to that user via self-reset option.

Default Avatar -- allows you to assign an image file to this user. If assigned, the image will appear in the chat window logo box once the user has connected to the chat session.

Max Active Chats (0 = Unlimited)- Users can chat to more than one visitor at a time, once they hit their max active chats number then they will be marked as busy and not receive any further chat notifications.

Max Asynchronous Active Chats (0 = None) -- The number of chats allocated to a user at the same time.

Default Role - This determines what permissions the User will have by default. Permissions can be fine-tuned under Advanced Options.

Group -- Allows selected user to be assign to an existing user group. Users in a group will have their permissions inherited from the group.

Team Leader -- This role becomes available once you create a user group ([for more information see: Creating & Editing User Groups]{.underline}) and assign a user to the group. The Team leader role has the same rights as a supervisor ([see supervisor role for more information]{.underline}), but only for the group assigned to.

User Skills -- Lets you assign skills that can be used in the chat routing rules.

Work Period - Users belonging to a Work Period will have their status automatically changed at the beginning and end of their Work Period.

Supervisor Role -- This role has limited access to the settings portal to only create/modify normal user accounts.

Administrator Role -- This role has full access to all features in the settings portal.

The User Assigned Sites contains a list of the sites that this user will be able to take chats from. There should be at least one site in the User Assigned Sites list for this user to be able to chat.

https://content.parkersoftware.com/wo-assets/help/smalltalk/user3.png

Users Advanced Options

Under the Advanced Options, you can set up contact details to keep track of your users and set up permissions for each user to determine exactly what they are able to access inside WhosOn.

User Details

The user details section is all optional.

Job Title -- The job title of that particular user.

Bio -- A brief description of that user.

Phone Number -- the user's phone number.

Mobile Number -- the user's mobile number.

Department -- the department that the user works under (Please note that this field is also used in chat routing).

External ID -- Used for CRM.

Settings INI -- settings that will override the WhosOn client-side settings. For example, an administrator can set the timeout for the client here

When editing a user, you will have the same display options as creating a new user. Any changes that you make here will require the user to log out of the Client before the changes take effect.

User Properties

Auto accept chats - If enabled then the user will be sent new chat requests automatically without having to accept them as part of chat routing.

Record this user's activity - Select this option to user activity in the UserLog table in the WhosOn Database.

Invisible to other users -- This option allows the selected user to not appear visible to other users.

Record Messages to Other Operators -- This option records operator to operator in the WhosOn Database.

User Rights

Can edit site properties -- Allows users to be able to access the settings portal (Admin roles only)

Can view daily summary -- Allow users access to view client summary dashboard ([Modern Client]{.underline})

Can take chats -- Allows users to be able to accept chats

Can response to missed chat -- Allows users to respond to missed chat ([Modern Client]{.underline})

Can train/monitor chats -- Allows users to monitor other users' chats.

Can see other departments -- Allows users to be able to see other departments

Can view tickets -- Allows users to be able to view tickets ([Classic Client with ticketing feature enabled]{.underline})

Can view reports -- Allow users access to WhosOn charts and reports.

Can edit local settings -- Allow users to be able to edit their own client settings.

Can send invites -- Allow users to send invites

Can chat to other operators -- Allow users to chat to other operators

Can change name -- Allow users to change their display name

Can transfer to other departments -- Allow users to be able to transfer chats to another department.

Can video chat -- Allow users to be able to video chat ([Modern Client with video chat feature enabled]{.underline}).

Can Delete Chats -- Allow users to be able to delete chats from WhosOn.

The above roles can be added/removed from any users account.

File Upload Single Use -- Allows users the ability to upload files to WhosOn, that can be sent to customers.

Optional -- Presents users the option to allow for single use or not.

Always -- Allow all uploaded files for single use only (once downloaded, file(s) will be removed from the server).

Never -- Does not allow users the option to upload files.

Creating & Editing User Groups

User Groups are an easy way of controlling the options and permissions of a group of users. When you create a User Group you will set the key options for your Users -- this includes the Basic and Advanced Options -- and the selected rights will be inherited to any Users you create inside or move into the group.

If you are planning on creating multiple users, it is recommended that you create the group's first to save time by not having to edit each user's rights separately. Once a User is in a group you can change their options individually, but they will never have access to a setting that is not available for the group.

See Creating & Editing Users for more information on group rights and settings.

View User Activity

To access a user log, select the "eye" icon next to edit user

User logs display all chats taken and status changes for each user for the specified time range.

Chat Sessions Logs display a more detailed view of each chat taken by the selected user, and the full chat transcript(s).

Bots

A new service is now included with the WhosOn Server. The WhosOnBotService handles bot clients. The WhosOn Server will auto start this service if the service is installed.

Every 10 minutes the service retrieves a list of bot users via the WhosOn HTTP interface. Any bot users will then be logged in to the WhosOn Server via the normal client interface. The WhosOn Server accepts bot logins without a password when they are connecting via IP's in the whitelist.

If a bot user is assigned to a work period the user will be logged in when their work period starts and logged out when it ends (unless it has active chats -- then it will be logged out when they end).

The Bot Service itself can be configured via the BOTSETTINGS.XML file. This is created in the WhosOn Data folder when the service first starts.

This file contains the default text strings used by some of the bot responses. It also contains the following settings:

  • ConnectToServer -- the ip of the WhosOn server. This will only be used when the service is run on a separate machine.

  • AuthenticationString -- only used if the service is run on a separate machine.

  • PickupSeconds -- the number of seconds after a chat request that the bot should put up -- when no other operators are available.

  • PickupSecondsWhenOperatorsAvailable -- the number of seconds after a chat request that the bot should put up -- when other operators are available.

  • PickupOnlyIfNoOperatorsAvailable -- if true then chats will not be picked up if other operators (matching the skills) are available.

The Bot Service is designed to integrate with 3rd party bot frameworks like Microsoft, Google etc. These will also be configured in the BOTSETTINGS.XML file or individually against each Bot User.

Out Of The Box Functionality

If no Bot framework is used then the Bot Service resonds to canned response matches in the same way that the Client 'AutoText' feature works. For each visitor message, the server scans all canned reponses for the best match -- where the canned reponse subject text matches the visitor text. Wildcard/regex can be used and the text is normalised & stemmed before comparison. If the canned response match contains an attachment then the file will be sent too.

The service also handles transfers out of the box. If the user requests a transfer or a visitor message has no match. If a Bot Framework is used then canned responses will still be checked if the bot framework did not return a response.

Canned Response Matching

The WhosOn 2019 server automatically matches new visitor chat lines to canned responses. If a match is found a tag is added to the line that is sent to the operator. The Modern Client displays the suggestion to the operator -- which the operator can send by just pressing enter, or ignore by just starting typing as normal. This tag is also used by the bot service, to automatically send the response to the visitor.

Matching is done on the canned response subject -- if a subject matches the visitor line then the response will be used as the suggestion. Canned response matching by the server is done on the translated text if the visitor is chatting in a different language.

Before the server starts the matching process for a new visitor line, the line is 'normalised'. This means common english contractions (eg whats, whos, dont, don't etc) are converted to the full words (eg what is, who is, do not etc). Common normalisations are also performed eg, 'yeaa, yeh, gr8, thanx, plz' are converted to 'yes, yes, great, thank you, please'. Whitespace, repeating characters, question marks, exclamations etc are removed. This means that you should always word the canned response subject in the normalised manner (eg use 'what is' instead of 'whats'). You do not need to include question marks in canned response subjects.

The server will then scan all canned responses for the specific site. Any exact matches will have the highest priority, followed by:

Wildcard Matches

Canned response subjects can include wildcards. For example:

Subject: Does * translation

Will match if the visitor days 'does it support translation?' or 'does WhosOn do translation?'

Regex Matches

Canned response subjects can also be regular expressions. If a regular expression is to be used enclose the subject in [ and ] characters. For example:

Subject: [^What is the (price|cost)]

Will match for 'what is the price?' and 'what is the cost'

The full .NET regular expression funtionality can be used. See: https://docs.microsoft.com/en-us/dotnet/standard/base-types/regular-expression-language-quick-reference

Keyword Matches

If no exact, wildcard or regex match is found then keyword matching is performed.

All keywords will be extracted from the visitor text and all common words will be removed. The keywords will then be stemmed. Each canned response will also have a stemmed keyword list with common words removed. The canned response with the highest number of matches (in the same order) will be used.

Transfers

You do not need to setup canned responses for transfer requests -- as the bot service already has the wildcard, regex matches for most transfer requests text built in. eg: .'* (can|could) i (chat|speak|talk) (with|to).* (someone|person|somebody|human|operator).*' -- matches for 'Could i chat to an operator' and 'Can I speak with someone else?'. It has a list of these for most phrase types. These are currently only in English however.

If you do want to create additional canned responses for transfers -- you should set the response to '[Transfer]' and the subject to whatever text you want to trigger it.

Operator-To-Operator Chat

You can chat to the Bot via operator-to-operator chat to test responses.

During operator chats you can send the following commands to the Bot:

  • [set away] -- force the bot user status to 'Away'

  • [set online] -- force the bot user status to 'Online'

Monitoring & Whispers

Bot chats can be monitored like any other. If a whisper message is sent to the bot then this text will be forwarded to the visitor.

Whisper Commands

You can also send the following commands when monitoring a Bot chat:

  • [transfer] -- force the bot to transfer the chat.

  • [stop] -- force the bot to stop responding to visitor messages. The monitoring user can then just send normal Whisper messages which will get forwarded.

  • [start] -- force the bot to start responding to visitor messages again.

  • [end chat] -- force the bot to end the chat session.

  • [set away] -- force the bot user status to 'Away'

  • [set online] -- force the bot user status to 'Online'

Connecting an Azure Bot

  1. Login to Azure Portal

  2. Go to your web app bot

  3. Go to Channels

  4. Enable the Direct Line channel

  5. Add a new site connector for the bot

  1. Take a copy of one of the secret keys

  2. Enable 3.0 authentication

  3. Go to WhosOn Settings Portal

  4. Go to Users -> Bots

  5. Add a new Bot

  6. Select the Azure Bot Framework from the dropdown

  7. Enter the Secret Key

  8. Save

Connecting an IBM Watson bot

Steps for creating a Watson Conversation connection in WhosOn.

  1. Go to Settings Portal

  2. Go to "Users"

  3. Add a new bot user

  4. Fill in the bot details:

  1. The information you need from watson is the user / pass, endpoint + assistant ID

  2. Tell it what chats to pick up

  1. Save the bot

The bot will now login to your site and show up in the WhosOn client as a team member. You can chat to it through the client to test it out, and start some chats through the web 

Skills

User skills are used to refine each user or group skills level and can be used as part of chat routing (see page for chat routing).

Creating a Skill

  1. Select Add Skill +

  1. Enter a Skill name and its description

  1. Assign skill to a site.

  1. Assign user(s) to skill (Optional)

  2. Save Skill

Canned Responses

Canned Responses are pre-set responses that will be visible to all users. Responses contain a subject, which will appear to users who are searching Canned Responses, and content that will be sent during a chat.

Canned Responses are automatically searchable based on their content or subject. You can also add keywords which will allow WhosOn to suggest the best possible response based on the keywords set.

Creating a Canned Response

  1. Select Add Response +

  1. Enter a response subject and its content

  1. Add keyword(s)

  1. Add Attachment (Optional) --

  1. Assign canned response to site(s)

  1. Save

Work Period

Work period is used to define the site opening hours or can be assigned on an individual user. When a work period is assigned to a user/group, the user's status will automatically change to an online or offline status at the start and end of the work period, if the user(s) are logged in.

You can create word periods by using the default working days (Mon -- Fri, 9 to 5) or define your very own hours by entering the Start and End Time for each day. Work period(s) can be created with or without breaks.

Files

This section allows Administrator/Supervisor the ability to upload files that can be used during chats, such as a guide or help files. It displays the File Name, Date uploaded, Last Access, File size, and the username of the user to whom uploaded the file(s).

Files uploaded via the modern client application will also display here.

Each file can be manged using the options on the right:

Preview File -- Preview the selected file in a new browser window/tab.

Download File -- Download a copy of the file.

Pin File -- Pin File so it appears at the top of the files list and prevent file from automatically removed.

Delete File -- Permanently delete the file from the server.

**

Chat Designer

The Chat Window Designer gives you the options for designing your chat window as it will appear to users, including window style, Chat Window Size, Chat Window Colour, and logo.

Style

WhosOn has three window styles to choose from, Pop-up Window, Inline Window, and Stack Chats.

Pop-up Window -- Uses a graphical button, once clicked opens the chat window in a new browser window.

Inline Window -- Uses a text or graphical button, once clicked opens an inline iframe chat window within the current browser tab.

Stack Chats -- Uses a minimal chat bubble with chat lines stacked.

Offline Behaviour

Show Offline Form -- When enabled, if no agents are logged in an online status, visitors will be presented with a contact form to fill out.

Hidden -- When enabled, no button will appear when no agents are logged in or in an online status.

Appearance

Theme -- WhosOn has predefined themes, Select the theme that you want to use.

Color - WhosOn has predefined color, Select the color that you want to use.

Size -- Lets you select the size of the chat window (Inline window only).

Chat Window Preview

Changes you make to the options will be reflected in the window preview on the right-hand side. Some options here may only be visible when other options are selected. Options do not take effect on your site until you click "Save Changes".

Testing the live chat window can be done from the "View Test Page" or "Test Live Window" option below the Chat Window Preview. This will open and new window, that you can test the look and feel.

The View Test Page option will open a new browser tab with a default test page that has the site tracking code. From the test page you can test the look and feel or the chat window style that best suits your needs.

The Test Live Window option will directly open a new browser window directly to the pop-up window style.

Edit UI Configurations

The Chat UI Editor allows you to create configurations that will replace all the text labels inside the chat window for a given language. This includes buttons, labels, warning messages, window titles, and any other piece of text that visitor may see in a chat window that is not sent directly by an agent. This is useful if you want to replace some or all text that is shown to the visitor, either in English or in any other language, or if you want to provide a translation for custom text areas, such as your survey questions.

WhosOn's visitor interface is already set up to work in multiple languages. The language that is loaded for the visitor depends on their browser settings, or is done manually if you are choosing to display the language drop-down (as set in the Settings Portal).

In order to begin editing, you must create a new configuration file. This config file will then overwrite WhosOn's default config for a given language. If you delete a custom config, WhosOn will revert to using the default config for that language.

Creating a New Configuration

Clicking the "Edit UI Configuration" button will take you to the Create New Configuration wizard. The options that you set here will determine when your config will be used.

  1. Click New Config + to create a new config

  1. You will be presented with the below menu, click Next

  1. Fill in the fields:

Configuration Name

The name is only used for your reference, so use something that will help you identify what this configuration is intended to do.

Language Code

The language code determines when this config will be loaded, by looking at a matching language code from the visitor's browser. If you simply wish to edit your default English configuration, the language code will be EN.

  1. If this is your first config, the option for default stings will be set to Using our default stings for this config. This means that the default values for this config will mimic the default values set by Parker Software. If you have created more than one config, you can set this to Use your default config for stings for this config. This will set the default values to mimic your default config.

  1. Click Next

  2. If you want your config to automatically translate into another language, click the Auto Translate check box and select a target language to translate to.

  1. Click Next

  1. If you want this config to be used as the default config for your chat window, click the Set as Default Configuration tick box. Only one config can be set as the default. If you create more than one config, future configs can be populated using the text values from your default.

  2. If you want to import all your survey values into the UI editor, click the Include your survey fields in the Configuration? tick box. If you are only creating a config to modify the default English values, this is not usually necessary, but it is very helpful for a complete translation.

  3. Click Finish

  1. You will be presented with a summary of the configuration details and a list of strings present in the chat window.

Editing a config

Once a config has been created, you can select it from the drop-down to view or edit the values. The text values are organised into categories based on where they will appear for the visitor. Each field will show an Original Value and Your Custom Value. The Original Value is the value imported from the default configuration at the point you created the config and will not change. Your Custom Value is the value that you have entered and is being used for this config.

Delete Config

Deleting a config will permanently delete the config and any entered data, and WhosOn will revert to using the default configuration for that language.

Add Custom String

This option allows you to add additional custom strings that are not standard to the chat window.

Download Config

Using this option will save the current config as a physical file in json format. This can be useful for taking backups or copying a config file from one site to another.

Test Configuration

This option will open the chat window in a new window.

Import Config

The import option allows you to load a previously saved config. This can be useful for restoring from a backup, or importing a config copied from another site. You can edit an imported config in the same way as any other config.

Clicking the Edit icon next to value brings up a text box to enter a new value. You can type the new value into here, then the Update button will update the value inside the config.

In Chat Options

The Chat Window Options are to fine tune the behaviour of the chat window contents, from adding pre/post chat surveys and visitor waiting message(s).

Start Chat Survey**

The Start Chat Survey are pre-chat surveys that presented to visitors before starting a chat.

End Chat Survey

End chat survey give you the option for closing message and rating. You can also add a link for external survey site.

Creating a Start Chat/End Chat Survey

  1. Select Add Survey Field +

  1. Add Field Properties

a. Field Name -- Field Name is a required field (should not contain spaces or special characters)

b. Field Prompt -- The text that will be displayed to visitors

c. Field Type -- Select a custom field type from the list

i.  Text Field

ii. Select Box

iii. Checkbox

iv. External Survey Option

v.  Rating

vi. Date Picker

vii. Time Picker

d. Field Templates -- enables you to set additional attributes for the field

i.  Standard Text Field

ii. Text Area Field

iii. Company Name

iv. Masked Field

v.  URL Field

vi. Email Field

vii. Phone Number Field

viii. Numeric Field

ix. Zip/Post Code

x.  Chat Transcript

e. Field is Required? -- Enables survey field to be required.

f. Field is Enabled? -- Allows survey field to be displayed to visitor

g. Default Value - A default value that will be assigned to the field if the visitor does not enter anything

h. Max Field Length -- Sets the maximum number of characters allowed to be entered

i. Custom Regex Pattern -- Allows the use of custom regular expression to define input values

j. Survey Result Options -- This option enables you to change the Case of the field value

i.  Unmodified

ii. UPPER CASE

iii. Lower case

iv. Capitalize Each Word

Dynamic Fields

Dynamic Fields are survey field that can be sent to a visitor during a chat. The chat agent would initiate the dynamic survey within the client, by selecting the "Request Dynamic Field" button or CRTL + M keyboard shortcut. This will provide that agent a preview of the message that will appear to the visitor, and the operator can modify the message to their liking.

The visitor will then be prompted for the information requested.

Waiting Messages

This lets you set one or more waiting messages, that the visitor sees prior to an agent accepting and responding in the chat.

This option should be used to keep visitor engaged before an agent accepts the chat.

Inactive Settings

The inactive settings allow pre-defined messages to be sent automatically if both the operator or visitor doesn't respond within the specified time.

Automatic Chat Closure are to be used to prevent inactive chats to remain with an agent without a response for a long period.

Offline Settings

Offline Settings allows a custom message to be displayed or the visitor to be forwarded to a URL if no operator is available or answered the chat within a set timeframe. This can be used to provide visitors a contact number or direct them to your very own contact us page.

Chat Routing

Chat Routing can be use in conjunction with Start Chat Surveys or other information about the customer to route them to different Users based on departments or skills. Chat Routing is condition based: you would set up a condition, for example looking at what option a visitor has chosen from a drop-down box in your Start Chat survey, and you can then route the chat through to a group of users.

Chat Routing also contains advanced options for forwarding or queueing chats that match your conditions. It is highly recommended to use skill-based chat routing instead of department routing. (Please note it is recommended to use department routing or skill-based routing, not both)

\ **

Creating a Chat Routing Rule

  1. Select Add Route +

  1. Enter a Route name

  1. Add a route condition (see condition builder for more information)

  1. Add a Department (The department set here will be routed to the department set on users account)

  1. Or select a skill to route to (recommended)

  1. Set the option for each agent status

    a. Online

  • Send To All Online Operators - This will send the chat request popup to all Online operators

  • Send To Least Busiest Operator (Forces Auto Accept) - This is now the preferred method if you want operators to be automatically given chats as they come through, rather than waiting for the operator to click on the request. This will assign the chat to the least Busy operator i.e. the one with the least number of chat sessions who is Allowed To Chat and set to Online

  • Send To All Operators (Regardless Of Status) - This will send the chat to all operators that are logged into the client regardless of their status

    a. Offline

  • Cancel - This will cancel the chat request and take the visitor to the Leave A Message screen

  • Send To Least occupied Operator - This is the same as the option within the When Available tab - it will assign the chat to the least busy operator but this time include users who are set to Busy

  • Send To All Operators - This is the same as the option within the When Available tab - it will send the chat request popup to all operators regardless of status

  • Queue Until an operator is online - This will put the chat request in a queue until an operator becomes available; as soon as one becomes available they will be sent the chat

  • Ignore This Rule and move to next rule - Will ignore this Chat Routing Rule, forcing it to check the next rule in the list of Chat Routing Rules. If there is no another Chat Routing Rule it will revert to the default behavior

  • Redirect To URL - This will redirect the visitor to a different web page (useful for sending visitors to a contact us page.

  • Show Message / Information - This will display the text you enter within the chat window for the visitor to read. This cancels the visitor\'s chat request and does not present the Leave A Message screen

    a. Busy

  • Cancel - This will cancel the chat request and take the visitor to the Leave A Message screen

  • Queue Until an Operator is Online - This will put the chat request in a queue until an operator becomes available; as soon as one becomes available they will be sent the chat

  • Ignore This Rule and move to next rule - Will ignore this Chat Routing Rule, forcing it to check the next rule in the list of Chat Routing Rules. If there is no another Chat Routing Rule it will revert to the default behavior

  • Redirect To URL - This will redirect the visitor to a different web page (useful for sending visitors to a contact us page.

  • Show Message / Information - This will display the text you enter within the chat window for the visitor to read. This cancels the visitor\'s chat request and does not present the Leave A Message screen

    a. Outside of Opening hours

  • Cancel - This will cancel the chat request and take the visitor to the Leave A Message screen

  • Ignore Opening hours -- This will bypass the opening hours and send chats to online operators.

  • Ignore This Rule and move to next rule - Will ignore this Chat Routing Rule, forcing it to check the next rule in the list of Chat Routing Rules. If there is no another Chat Routing Rule it will revert to the default behavior

  • Redirect To URL - This will redirect the visitor to a different web page (useful for sending visitors to a contact us page.

  • Show Message / Information - This will display the text you enter within the chat window for the visitor to read. This cancels the visitor\'s chat request and does not present the Leave A Message screen.

This section lets you set the ONLINE, OFFLINE, BUSY, and OUTSIDE opening hours behavior of the chat routing rule. You can force operators to accept chats when they are online, send a message outside of opening hours and queue chats if all operators are busy.

Queuing

To enable queuing of chats, "When BUSY Do The Following Action" needs to be set to "Queue until an operator is online". This will enable the queuing properties below:

Initial Queue Message - This will be the initial message that the visitor is sent, normally informing the visitor that they are waiting in a queue

In Queue Waiting Message - This will appear a few seconds after the chat has been in the queue, just to let the visitor know that they are still within the queue

 

Queue is Full Message - This will be the message that is presented to the visitor if the queue is full

Queue Timer Expiry Message - This message will be sent to the visitor when the Maximum Actual Time In Queue has been reached to inform the visitor that they are unable to connect to any of your operators.

Maximum Chats In Queue - This number determines how many visitors you will allow within the chat queue. When this number is reached the visitors will get sent to the Leave A Message screen rather than be put into your queue.

Maximum Expected Time In Queue - This is the maximum expected time a visitor will wait in the queue. WhosOn will calculate the average time visitors have been waiting and if this exceeds what you have set in the expected time then WhosOn will cancel the chat session. If set to 0 or left unchecked, then it is unlimited.

Maximum Actual Time In Queue - This is the maximum allowed time that a visitor can spend in the queue, when this time is reached the chat session is ended and the visitor is presented with the Queue Time Expiry Message. If set to 0 or left unchecked, then it is unlimited.

Queue Variables

There are variables that can be used within the text areas available within the chat:\  

%position% - This will display to the visitor their position within the queue

%expected% - This will display the expected time they will be waiting in the queue\  %count% - This will display the total number of visitors currently queued

Condition Builder

The following area of the help explains the Condition Builder available within several areas of the WhosOn product, its functionality and the properties available within it.

The Condition Builder is used to create an If statement.

In the And/Or column you select a visitor property. This list will also include all Pre-Chat Survey fields.

In the Is column you select one of the following:

  • Equal To

  • Not Equal To

  • Less Than

  • Greater Than

  • Less Than Or Equal To

  • Greater Than Or Equal To

  • Is Blank

  • Is Not Blank

  • Contains

  • Does Not Contain

  • Starts With

  • In List

  • Not in List

  • Matches

In the Value column you enter a value to compare against.

The Add button enables you to add another line that can be an AND or OR condition.

In addition to pre-chat survey field results, the If condition can make use of the following visitor properties:

Routing Variables

%name% The visitors name entered on the chat window.

%company% The visitors company if entered on the pre-chat survey or as entered on the visitor contact record.

%email% The visitors email address if entered on the pre-chat survey or on the visitor contact record or captured during previous chats.

%domain% The domain name for the current site.

%dns% The visitors DNS name (the reverse DNS of their IP address).

%department% The department selected on the chat if pre-selection is in use or the department specified in the chat URL.

%country% The visitors geo-ip country from their IP address.

%city% The visitors geo-ip city from their IP address.

%chatted% Will be \'True\' if the visitor has chatted already during their current visit, \'False\' otherwise.

%invited% Will be \'True\' if the visitor has been invited to chat during their current visit \'False\' otherwise.

%organization% The visitors geo-ip organization name from their IP address.

%dayofweek% The current day number 1 being Sunday, 2 Monday etc.

%date% The current date in the Short Date style of the WhosOn computer (eg: mm/dd/yyyy)

%time% The current time in the Short Time style of the WhosOn computer (eg: h:mm)

%language% The language of the visitor from their browser settings. This will be a 2 character language code.

%ip% The visitor's IP address

%currentpage% The page on your site that the visitor is currently viewing.

%previouspages% The previous pages visited

%previouspage% The previous page visited

%os% The operating system that the visitor is using.

%browser% The browser that the visitor is using.

%referrer% The visitors referrer (the site that the visitor clicked on to get to your site).

%firstreferrer% The visitors referrer from their first visit to your site.

%keywords% The keywords used when the visitor search for your site.

%pagesviewed% The number of pages the visitor has viewed on your site during their current visit.

%minsonsite% The number of minutes the visitor has been active on your site.

%visits% The total number of visits that the visitor has made to your site (including the current one).

%notisp% Will be \'True\' of the visitor geo-ip Organization is not an ISP. This will normally be larger organizations that have their own static IP address registered to themselves

%onlineskillslist% The list of skills of users currently online

%operatorsonline% The number of operators that are in an online status

%onlineuserlist% The list of users currently online

You can create complex Skill Selection Rules by making use of these properties in addition to the pre-chat survey results.

Examples:

Example with pre-chat survey field. This assumes you have created a field called \'Product\' which the visitor can enter to select the product they are interested in before starting the chat and a field called \'ModelNumber\':

Chat Languages

The chat language setting allows you to enable the premium chat translation addon. You much purchase this addon to be able to utilize this feature.

Default UI Language

This section lets you select the default language the user interface in displayed on initial load. (recommended to leave a visitors language)

Language Selector

The language selector lets you choose one or more specific languages that you only want WhosOn to translate. If left off, WhosOn will translate all supported languages.

Translation Account

To enable real time translation, select the Enable Real Time Translation option. You must then specify the translation account User name & Password.

Default Operator Language

Specify the default language that your operators will use.

Chat Text Rules

This option is used to define the site's Chat text rules to restrict certain content from being sent to the operator to visitor or from visitor to operator. Default option are to restrict profanity and Finance information such as credit card numbers.

Use the Add Rule button to add a new rule, Edit to alter an existing rule and Delete Rule to remove a rule from the list. You are also able to alter the rules order of action by moving the highlighted rule up and down using the arrow icons.

If... Edit Condition

Using the Condition Builder, in conjunction with the variable \'%chatline%\', you can build rules based on Matches of text using regular expression or any of the other Condition Builder Properties.

THEN send the following message to the VISITOR

In place of the detected value the WhosOn chat window will display the text that you enter to the visitor only, e.g. \'For added security your credit card number has been hidden.\'

AND send the following message to the OPERATOR

In place of the detected value the WhosOn chat window will display the text that you enter to the operator only, e.g. \'The visitor has entered a credit card number. This has been excluded from the chat content for security reasons.\'

Send Message As

You are able to alter the identity of the text\'s sender. It can either be the operator or a name of your choosing, such as \'Automated Rule\' or \' Chat Administrator\'.

Block Sending of message to operator?

This allows the chat line to be removed from the chat session completely.

Replace Chat Line Text Mask With

This replaces the matching characters or words with the text character of your choosing, e.g. \'#\'.

Close Chat Session

This will automatically close the chat session for both the visitor and the operator.

Stop Processing Further Rules

This will mean that no further rules in your list are met for this chat line.

Configuration

Dynamic Invites

Dynamic Invites are pop-up images that can be sent to visitors. The visitors can click on these images to start the chat. You can use your own custom images when making an invite and set how it will appear on the visitor's screen.

Designing a dynamic invite will allow you to animate the invites, from the start and positions to fading out. You can select from our list of pre-loaded Invite images or upload you very own.

Invites can be sent using Auto Send, meaning that invites can automatically be sent to visitors on certain pages. Invites are only sent in this way when you have users logged in and online.

Site Alerts

An Alert is simply a way of highlighting visitors by the way they entered your site. This could be from a specific referrer, or entry page, or a set of keywords (or a combination). Using the WhosOn Client you can view lists of visitors for each alert type.

The current alerts for the site are listed. These alerts are shown in the order they are checked when a visitor enters the site. More specific alerts must be moved to the top of the list, because if the 'All Visitors' alert is triggered first then more specific alerts will not get the chance to be checked.

Adding Alerts

Enter the Name of the Alert -- This can be any text

Send An Automatic Chat Invite To The visitor -- A specified dynamic invite will be sent to the visitor

Send An Email To the Visitor -

Send Popup Notification To Operators -- Each Client Application will receive a popup notification of the alert.

The Search Engine Referrals contains a list of search engines. You can be alerted when a new visitor arrives after being referred by a specific search engine. By default \'Anywhere\' is selected, which means an alert will be raised if a visitor arrives from any referrer. You can edit this list of available sites in the main Program Options -- Referring Sites tab.

Set Entry Page(s) visitor must access to raise the alert. If no entry pages are specified, then ANY entry page will be included. Wildcards can be used, and you can include the querystring.

So, for example, if we want to create an Alert for Google Adwords, then we can enter *source=adwords. Which means any page/querystring ENDING in \'source=adwords\'. You would then add ?source=adwords to the \'tracking URL\' in your Adwords campaign.

Keywords are found in the visitor's referrer then an alert will be raised. If no keywords are specified then ANY keyword will be included.

Specific visitor DNS/IP addresses. An alert will be raised when a visitor matches any of the information entered. You can make use of wildcards. If no entries are added to this list, then ALL visitors will be included.

Enable Visitor Must Have Own GEO-IP Organization Record for the site alert to be trigger if visitor has their own organization record.

Prospect Detection

Prospect Detection is a way of profiling prospective customers on your site, based on their browsing activity. This information is fed into the reports and can be used to send automatic invites.

Adding & Configuring Prospect Detection

Select "Add Prospect" from the prospect detection screen to start setting up a Prospect Detection rule.

Enter the Prospect Type Name.

Start Checking After

Specify the number of visits the visitor must make before WhosOn starts checking if they are a prospect. This defaults to 1.

You then specify the number of pages the visitor must view OR the number of minutes spent viewing AND a list of Specific Pages the visitor must view before WhosOn will flag the visitor as a prospect.

Choose an Activation option for when the prospect detection to fire from, Once Per Unique Visitor, Once Per Visit Session, or Every Time the Conditions Are met.

Add Conditions

You can fine-tuned the conditions for when the prospect detection rule is triggered.For further understanding of the Condition Builder see condition builder section

In the View These Specific Pages list enter a list of key pages that you want a visitor to have viewed before they are flagged as a prospect of this type. You can use wildcards for page names (example, sales*.htm) and you can use \'OR\' clauses, for example \'sales.htm OR products.htm\' - to match either pages for a single line.

Remember the above settings could be over a few separate visits.

Other Options

Enable Auto Invite To Chat, for WhosOn to automatically send a dynamic invite (A Dynamic invite is required prior to enabling this option) once the Prospect Detection Rule is triggered.

Enable Send A Popup Message To Clients to display a popup message to all operators of the prospect being detected.

Enable Send An Email and or SMS, for WhosOn to send a notification to recipients in the Notification section.

Enable Flag As Customer if you want WhosOn to mark the visitor as a \'Customer\'. When WhosOn detects a new customers it increments the first referrer's customer count. It also increments the New Customers total for the day. The visitor is then flagged in the database as a Customer -- and will show as an existing customer on all future visits. The visitors icon will change in the Current Visitors list and the visit will be added to the Customer List. The revenue generated will be recorded against the visit. The total revenue will be recorded against the daily totals.

Exclusions

This option is used to define visitor & page exclusions from WhosOn views.

Page Exclusions

You can exclude specific pages from WhosOn. In the Exclude These Pages entry enter the pages you do not want to see in WhosOn results. Separate multiple pages with a semi colon.

You can use Wildcards if required. For example, support/*.* would block all pages in the support folder, hidden*.htm would block all pages beginning with 'hidden.

Note: These excludes only stop the pages from showing in WhosOn -- they do not stop visitors from viewing them or accessing the chat.

IP Address Exclusions

You can also exclude certain visitors from WhosOn results. Most often this is used to exclude yourself -- so your own visits don't inflate the visit totals. Again, you can use wildcards. Enter IP addresses to exclude, for example 192.168.* would exclude all visitors with IP addresses beginning with 192.168

Keyword/Referrer Exclusions

This entry allows you to specify customers that were referred by websites with certain keywords.

Country Exclusions

This entry allows you to specify one or more countries to exclude. Any visitors from the countries specified will not appear in WhosOn. You can specify the country name or country code. Separate multiple countries with ";"

Note: Excluded visitors will also be prevented from starting chat sessions.

WhosOn client

Chat Wrap Up

This allows you to set a wrap up survey for an operator to select as part of the chat session. This is useful for reporting purposes to categorize each chat.

Message To Display To Operator -- Set the message that will be displayed to operator.

Wrap Up Required? -- This enforces a wrap up to be selected before the chat can be closed

Wrap Up Shows When -- This designate when wrap ups to be displayed to operator. Available options:

  • From Start of Chat Session

  • When Chat Session Ends

  • When Operator Closes Window

Wrap Up Type -- This display one of the following types of wrap ups layout

  • Click Button

  • Select From List

  • Select From a Hierarchical Menu (** Please Note: Hierarchical Menu Is Not Available In The Classic Client.)*

  • Open Web Link

Chat Tags

Custom Client Form

This configuration lets operators having the ability to view a populated web form that is external to WhosOn, you can populate the Custom Client Form with a URL to a particular page or form and this will load alongside the chat session for the operator. This can be used for further feedback from the operator or a custom CRM page for populating further customer information with.

Client Chat Options

This section lets you configure the pending chats levels and additional client features.

Pending chats show as level one -- The colour of the pending chat session changes to orange (?) and sends a notification reminder to the Clients after X seconds

Pending chats show as level two -- The colour of the pending chat session changes to red and sends a final notification reminder to the Clients after X seconds

Enable Emojis in Modern Client? -- This enables operators' modern client to display the emoji selector, that can be sent to visitors during a chat session.

Enable Operator Preview of Visitor Typing? -- This provides operators the ability to visually see what the visitor is typing in Realtime prior to chat text being sent across to the operator.

Advanced

Notifications

This area lets you customize Email and SMS Notifications for missed chat, left message, and a copy of chat transcript if enabled.

Enable Send To Global Address Also to have WhosOn use the global email that is set in the site settings. See Site Settings for more details.

Enable Automatically Email Each Chat Transcript To Site Recipients to have a copy of each chat transcript be sent to the recipients listed in the Email Recipients section.

SMS

WhosOn can send SMS messages for New Chat Request and When Visitors Leave a Message to recipients set in the recipient list.

WhosOn SMS service is integrated with Twilio SMS messaging services and an account is required to use this feature. For more information please visit Twilio: https://www.twilio.com/

File Transfer

This option is used to enable the File transfer options between visitor and operator to be available during chat sessions.

Allowed File Extensions

Enter the list of file extensions you will allow to be uploaded. The default is pdf, doc, docx, rtf, txt, jpg, gif, bmp, xml

Allow Operators to Send Files?

Select this option to allow operators to be able to send files to visitors during chat sessions for the current site.

Remove Sent Files Older Than

The WhosOn Server keeps a copy of files transferred so that they can be easily selected on future chat sessions. Enter the number of days that the server should keep this file.

Allow Visitors to Upload Files?

Select this option if you want to allow visitors to be able to upload files during chat sessions.

Automatically Show upload button?

This option lets the visitor click the Upload button in the chat window to upload a file without permission from the operator.

Remove Uploaded Files Older Than

The WhosOn Server keeps a copy of files transferred so that they can be easily selected on future chat sessions. Enter the number of days that the server should keep this file.

Remote & Video Addons

The Remote Assistance Addons let you enable the Remote-control option within the WhoOn Classic client and the Video Chat Addon option within the modern client.

Once Remote Assistance is enabled you will be able to see and control the visitor\'s desktop during a chat session (after the visitor has accepted the Remote-Control invitation)

Email Transcript Template

The email template lets you customize the look and feel of your site's chat transcript. This will be the format that is sent to visitors upon request.

Data Deletion

WhosOn can automatically remove visit, page view & exception records from the WhosOn Database that are older than the number of days specified. The Data Deletion section also allows GDPR compliant by Anonymising visit record.

Traffic History

Enable Keep Traffic History (recommended) to have WhosOn retain visitor traffic history.

Enable Automatically Delete Old Database Records to have WhosOn Delete Visitor Records and Page & Exception Details for x amount of days.

Chat Record History

Enable Automatically Delete Old Chat Records (only if this is a requirement) to Delete or Anonymise Records older than x amount of days.

Note: Once this option is enabled records will be deleted from the database permanently.

Chat Storage & Privacy

For more information on Chat Storage & Privacy, Please see our guide to Your GDPR options: https://www.whoson.com/wp-content/uploads/2018/03/WhosOn-GDPR-Options.pdf

Twilio Integration

WhosOn 2019 now supports visitor call back requests and optional telephone calls to the visitor via current, previous & missed chats. Operators can request a telephone call with the visitor if the visitor has provided a phone number via pre/post chat survey or as part of the chat conversation or the leave a message page. The WhosOn Server will initiate the call with Twilio. The visitor's phone will be called first. Once answered the operator's telephone will be called and the two calls connected. Call status & call recordings are added to chat transcripts. Twilio call back integration can be configured globally for all sites on a server, or on a site-by-site basis. Operator telephone numbers are configured against the user in the settings portal. Sip phone numbers can be used (eg: sip:110\@sip.parkersoft.co.uk).

For chats, WhosOn will get the phone number from the chat in the following order:

If the MessagePhone field is not blank then use that (populated from the chat Leave A Message form).

Else, if a phone number was supplied on the pre/dynamic field/post chat survey then use that.

Else, if a phone number was detected in the chat conversation itself then use that.

Client users can override the visitor's phone number when a call is started.

When Twilio calls are made, WhosOn will correctly format the phone number using the visitor's location (via the GeoIP). Eg: If the visitor supplied phone number 01782 822577 and the GeoIP of the visitor was United Kingdom then the phone number will be converted to +441782822577. This will work for all countries.

When a call is made to the visitor and the visitor answers, the message 'Please wait while we connect you to %sitename%' is spoken to the visitor. This text can be configured (either default for the server or site-by-site). The operator can also change it when they start a call. The text will be spoken in the visitor's language.

Twilio calls require the WhosOn Web Services to be accessible from Twilio -- as Twilio posts to the 'twiliocallback.aspx' page to update call status. You must configure your own Twilio account and enter the Twilio SID and Tokens into the server (or site) properties and obtain at least 1 Twilio phone number (this is what will show as the Caller ID when calls are made). Twilio integration will therefore not work until the WhosOn Web Service URL is given an external address.

Callbacks for missed chats can be enabled without Twilio integration. The leave a message form will still ask for a phone number and missed chats will show as pending callbacks in the client for the operator to call manually. See WhosOn Modern Client for more details.

SID -- Twilio's Account SID

Token -- Twilio's Authentication Token

Phone Number -- A phone number purchased from Twilio to be used.

Include A Link To A Recording Of The Call To The Chat/Transcript -- Add a link in the chat transcript of the call recording.

For more information on Twilio's Account SID, Token, and phone number, please visit Twilio's help center: https://support.twilio.com/

CRM Integration

The WhosOn 2019 server can now post chats to the new CRM Service. This is a global Azure service that provides WhosOn integration to multiple CRM systems. When enabled (via the portal) the server will send chats to the CRM service as they are completed either automatically for all chats, or when a client user selects a chat to be updated during the chat session. Salesforce, Microsoft Dynamics, HubSpot, and SugarCRM are currently supported.

To Enable CRM Integration, Select Use CRM Integration.

WhosOn To CRM Posting Conditions

Allow Auto Transcript Posting -- This option enables WhosOn to automatically post the chat transcript at the end of a chat. You will have an option to set conditions on when WhosOn post the chat transcripts to CRM. Missed Chats can also be sent to CRM.

Show Transcript Button In Client -- Enables a client option to manually post chat transcript to CRM entity

Show CRM Form In Client -- This option enables a new CRM tab in the client.

Microsoft Dynamics

URL Of Dynamics Environment -

Create New/Update Existing --

  • Account -- Creates a Dynamics Account

  • Contact -- Creates a Dynamics Contact

Create Chat as --

  • Note to Account

  • New Lead

  • New Case

Please note that the details entered will be the option available in the client.

Chat Channels (Facebook)

Enable Channel? -- Enables Facebook Channel. Once enabled, the API Token and Page ID field will appear. See configuring Facebook integration for more details.

Chat Timeout -- The time after the last response before chat automatically ends.

Enable Start Chat Survey? -- Display the pre chat survey in Facebook Messenger

Post Chat Rating -- Displays smiley face emoji chat rating.

Re-join Chats At Higher Queue Position? -- Allows existing chat conversation to be placed in a higher position.

Configuring Facebook Integration

Prerequires:

  • Access to Facebook Pages(s)

  • Access to Facebook Developer Account

Please note the information below are strictly for information purposes and are not supported by Parker Software. Any questions on Facebook app creation, should be directed to Facebook support.

  1. Create a Facebook app on the development portal -- https://developers.facebook.com

    a. Select Get Started

    b. Sign into your Facebook account and register your account

    c. Verify your Identity by entering the required details.

    d. Select an option that best describes you.

    e. You will now be presented with a welcome screen, select "create your first app". If you are not familiar with Facebook developer portal, it is highly recommended that you review Facebook Documentation.

    f. Create a New App ID

    g. You will now be taken to Facebook's developer portal. Select Setup on the messenger applet.

    h. Next, add a page(s) to the application access tokens

    i. If there are no page(s) associated with your Facebook account, create a page, or select from an existing page to continue.

    j. Provide permission to the newly created app. Please note in order to publish your app, it will need to be submitted to Facebook for reviewing. Select Submit for review now and wait for approval.

    k. Once your app is approved, you can now link your app with Facebook.

  2. Now that your page is created, it will be listed under Access Tokens.

    a. Generate a token for WhosOn to use.

    b. Copy the token

    c. Enable Channel to display the API Token and Page ID fields.

    d. Paste the Token into the "API Token" field inside WhosOn Settings Portal.

    e. Copy the highlighted long number under the page title from Facebook Access Token page

    f. Paste the number into the Page ID field on the settings portal and save changes.

  3. Next, Setup webhooks

  4. Enter your WhosOn Chat URL into the callback url in the format of -- {WhosOnURL}/messaging/api/facebook and add verify token: f4e9bc6492b343139795b522fa7a669b.

  5. After verifying and saving the callback URL, your page will now display under webhooks.

  6. Select Add Subscriptions for your page. settings.

  7. Enable the following subscription fields and save.

  8. You can now accept chats.

Configuring Microsoft Teams Integration

Requirements:

  • Microsoft Teams

  • App Studio For more information see: https://docs.microsoft.com/en-us/microsoftteams/platform/concepts/build-and-test/app-studio-overview

Create app IN Microsoft Teams

  1. Navigate to Apps on the lower left corner

  2. Search for "App Studio"

  3. Click on "App Studio" and "Open"

  1. Once opened, select "Manifest Editor"

  2. Select "Create a new app"

  1. Provide a "Short name", you can use "WhosOn App"

  2. Click "Generate" to generate an App ID.

  1. Fill in all the required fields

  2. Under the Capabilities option select "Bots" and "Set up" to create a bot.

  1. Setup a "New bot" with the following options selected:

    a. My bot supports uploading and downloading files

    b. Personal

Connect Teams bot to WhosOn

  1. Access your settings portal

  2. Go to Advanced > Chat Channels

  3. Select "Microsoft Teams"

  4. In the settings portal, select "Enable" to enable channel.

  1. From the Microsoft Teams bot setting, copy the "Bot ID" and paste it into the WhosOn settings portal Bot ID field.

  1. From Microsoft Teams select "Generate Password" and copy the password to WhosOn settings portal.

  1. Copy the "Bot End Point" URL from the settings portal and paste it in Teams "Messaging Endpoint"

  1. In Teams, go to "Test and distribute".

  2. Select "Install" to install a local team instance for testing.

  3. Once finish testing you can "Publish" your app to your tenant\'s app catalog or the Teams app store.