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WhosOn uses a small snippet of JavaScript to track customers and display the chat button and chat window. This guide will detail the main ways you can add the code onto your website.
Site HTML
The easiest way to implement the WhosOn Tracking Code onto your website is to add it directly to your website’s HTML code. Before continuing, please ensure that you are familiar with HTML. In this example, we will use a basic test site to show you how to implement the Tracking Code.
Ensure that you paste the Tracking Code inside the tags. Due to HTML limitations, the tracking code will not display the chat window / chat button correctly if pasted into the <head> or <footer>
The WhosOn Tracking Code can be implemented into Google Tag Manager. This allows for quicker and easier deployment
of WhosOn across your website. Integration into Google Tag Manager is different to HTML implementation.
This section of the guide will show you how to add the WhosOn tracking code to your existing Google Tag Manager
setup.
Introduction
Canned Responses are a powerful tool that allows you to send pre-written answers in response to common queries.
Canned Responses can be configured on a site-by-site level as well as for the individual operator. This means that
your entire team will have access to a shared pool of Canned Responses as well as responses that they have created
themselves (that only they can access).
This guide will show you how to edit Canned Responses via the Settings Portal and also via the client.
Canned Responses via Settings Portal
Go to your Settings Portal. This can easily be accessed via the dedicated settings button in the WhosOn options located within the client.
Log in to the Settings Portal using your login details
When in the Settings Portal, select your site (if you use WhosOn on more than one website).
Click User Settings
Click Canned Responses
You will be presented with the Canned Response menu. Here you can add new responses, delete existing responses and view current responses. Click Add Response + to create a new Canned Response.
This will show the Add Response menu.
Fill in the new response menu and click Save
Canned Responses via WhosOn client
Canned Responses in-chat
Canned Responses will show in an active chat session whenever you or the customer types something that is contained within that Canned Response’s content or keyword fields.
You can also view Canned Responses in-chat by clicking the Canned Responses button (seen below)
Simply search for a Canned Response that you wish to send
Clicking a response will paste it into your response box, hit enter to send the response to the customer
This tutorial assumes that you have read and understand the below
features from the settings portal help:
https://support.whoson.com/settings_portal/
Pre / Post chat survey
Chat Routing
Skills
This guide will show you how to create a skill-based routing rule for
your WhosOn live-chat. Routing rules allow the auto-allocation of chats
to the correct groups based on pre-chat survey answers. In this guide,
we will show you how to create a routing rule for the Sales group.
This will use the pre-chat survey and skill rules that has already been
created.
Adding in a routing rule is done via the Settings portal.
Go to your Settings Portal. This can easily be accessed via the dedicated settings button in the WhosOn options located within the client.
Log in to the Settings Portal using your login details.
When in the Settings Portal, select your monitored site.
Click Chat Designer and go to chat routing
Click on Add Route +. This will show the edit route page.
In Route Name, enter “Sales Rule”
Click on Add Condition. This will show the Condition Builder. The condition builder allows you
to create custom conditions with variables extracted from other fields (in this case, the pre-chat survey)
In the second dropdown, scroll to the bottom of the list and select %Department% (this is the
name of the survey field name)
Set the 3rd dropdown to Equal To
Click the 4th dropdown and type “Sales”. If you have created a different department name, type that here
instead.
To finish, click Add +
In the Route To Department? – leave blank. We will be routing to skills (recommended)
Click Next & *assigning skills (recommended)
In the Transfer to Skill(s) list, select the “Technical Support” box.
Ensure that Always do the same action regardless of availability? Is set to “No”
Set the Online action to “Send to least busiest operator (force auto accept)”
Set the Busy action to “Queue until an operator is online”
Ensure that the Offline, and Outside dropdowns are set to “cancel”
In the Queuing Messages section, you can leave the default text or modify to your liking.
Click Finish
Condition builder
The first drop down is disabled if there is only a single condition present. It will beenabled when 2 conditions or more have been created.
The name of the departments must be identical on both the skills / departments and the Routing rule condition. For example, if you have created a skill called “Customer services”, it must be typed as “Customer services” in the routing rule configuration.
Click on Add Route +. This will show the edit route page.
In Route Name, enter “Technical Support Rule”
Click on Add Condition. This will show the Condition Builder. The condition builder allows you to create custom conditions with variables extracted from other fields (in this case, the pre-chat survey)
In the second dropdown, scroll to the bottom of the list and select %department%
Set the 3rd dropdown to Equal To
Click the 4th dropdown and type “Technical Support”. If you have created a different department name, type that here instead
To finish, click Add +
In the Route To Department? field, type “Technical Support”. If you are using a different
department name, type that here instead. Your Edit Route page should now look like this:
Click Next
Assigning skills
In the Transfer to Skill(s) list, select the “Technical Support” box.
Ensure that Always do the same action regardless of availability? Is set to “No”
Set the Online action to “Send to least busiest operator (force auto accept)”
Set the Busy action to “Queue until an operator is online”
Ensure that the Offline, and Outside dropdowns are set to “cancel”
In the Queuing Messages section, add in some relevant queue messages.
- Initial queue message – This is what the customer initially sees when they are in a chat queue. For example:
“Thanks for reaching out! You’re now in the queue, an agent will be with you shortly.”
- In queue waiting message – This is shown to the customer when they have been in the queue for an extended
period of time (this expected queue time can be configured via the Maximum expected time in
queue field.). For example: “.”
- Queue is full message – This message is shown to the customer when the queue is already full. This limit can
be configured via the Maximum chats in queue field.
- Queue timer expiry message – This message shows when the maximum time in queue is reached. This can be
configured via the Maximum actual time in queue.
Click Finish
This guide will show you how to create skills and how to assign skills to users. These skills can be used alongside pre-chat surveys to create routing rules which will divert a chat to an appropriate department. In this example, we will create a skill for Technical Support agents.
Log in to the Settings Portal using your login details.
When in the Settings Portal, select your site (if you use WhosOn on more than one website).
Go to User Settings
Go to User Skills
You will see this menu, click Add Skill + to create a new skill
Type in the skill name. For this tutorial, we will use “Technical Support”
Give the skill a description. The description is useful if multiple administrators manage the Settings Portal as it will provide a basic overview of what that skill is for.
Assign the sites that the skill will be applicable to.
Assign the users that the skill will be applicable to.
Click Save
Login to the Settings Portal
New users can be easily added via the Settings Portal. The easiest way to access the settings portal is via the WhosOn desktop client. When in the client, go to options, select general and then Settings Portal.
Important
Only administrator & supervisor users can access the settings portal.
When presented with the login screen, enter your WhosOn credentials. These will have been sent to you via the setup
email. There is also a forgotten password form that will reset and resend a setup email to the address tied to your
user account.
User settings list
Once you have logged in, you will be presented with the Dashboard. The dashboard is the area of the settings portal that displays a basic summary of the day. On the top row of the settings portal, click User Settings.
If you have just set WhosOn up, this list will appear empty. If you have multiple sites set up, select the site you
want to add a user to use the dropdown (Site Selector). Simply click on Add User.
**Basic user settings
Clicking ‘Add User’ will show the New User page. On this page, you can add all
the details for a new user.
User Name – the user name is what the user will use to
log into WhosOn and the settings portal.
Password – The settings portal can generate a random
password for you, or you can enter a custom one yourself.
Full Name – The full name is what is
displayed to the customer in-chat.
Email Address – The email address will be used to send setup
emails and password resets to the user. Each user will need a separate email address.
Max Active
Chats – How many chats this user can take at once
Default Role – This field can set
the user as an Admin, Supervisor or User. This will affect the user’s permissions, ability to take chats and
settings portal access.
Group – Can be used to assign a user to a group (for example Technical
Support).
User Skills – Access rights, skills or departments which affect that particular
user.
Work Period – The time period that the user can work on.
You can also add a photo for the new user. This will be shown both within the client and to the customer.
Assigning sites
**
Scroll down and you will see Add users to sites. If you have more than one website, you may want a user or group
of users to monitor and chat on multiple sites. This can be configured here. Simply click on the site you want the
user to monitor and click the right arrow so that it moves to User Assigned Sites.
Advanced user options
Below the User assigned sites section, there is a button for Advanced Options.
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.
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.
Below advanced options, there are User Properties and User Rights. User Properties change the core properties of that user and User Rights change what that user is and isn’t allowed to access.
Auto Accept Chats – will enable auto-pickup of chats as they come in.
Invisible to
other users – Will make the user invisible to other users of WhosOn (useful for supervisors).
Record This Users Activity – This will record the user’s chat history.
Is Bot
User – This is an advanced setting that is used in conjunction with the WhosOn Concierge Bot.
Can Edit Site Properties – Allows the user to access the settings portal (Note – this is
automatically enabled only if the user is an Administrator or a Supervisor)
Can View Reports –
Allows the user to view reports and chat history within the client and within the WhosOn reports portal.
Can View Daily Summary – Enables the user to view Daily Summary.
Can Edit Local
Settings – Allows users to edit settings for the WhosOn client (Note – this only applies to client-side
settings. The settings portal cannot be accessed by enabling this.
Can Take Chats – Enables the
user to take chats.
Can Send Invites – Allows the user to send chat invites to customers as
they are browsing the website.
Can Respond To Missed Chats – Allows users to contact customers
after a missed chat.
Can Chat To Other Operators – Allows users to chat to other users within
the client.
Can Train/monitor Chats – Enables the user to supervise other chats.
Can Change Name – Allows the user to change their display name (Note – This does not affect
Username only the display name which is shown to the customer).
Can See Other Departments –
Allows the user to view ongoing chats within other departments in the chat list (Note – does not allow the user to
monitor chats, only to view them in the chat list).
Can Transfer to Other Departments – Allows
the user to transfer a chat to another department. For example, Technical support to Sales.
Can View
Tickets – Allows users to view open tickets.
Can Video Chat – Enables the user to
video chat with the customer.
Editing and deleting existing users
To edit an existing user, go to the User Settings. Find the user you want to edit within the list or search for their username / display name in the search bar.
Click the Edit User button (shown above). This will take you to the edit user page from where you can change all
settings detailed in this document.
To delete a user go to the Edit User page. Click the Delete User button found in the top right of the screen.
Reset from client
You can reset your password from the client log-in screen. This is done by clicking on the “Reset your password”
button located at the bottom of the log-in screen.
Reset from settings portal
You will need to be an Administrator or a Supervisor user to access the Settings Portal
Go to your Settings Portal. This can easily be accessed via the dedicated settings button in the WhosOn options located within the client.
Log in to the settings portal using your login details
When in the settings portal, select your site (if you use WhosOn on more than one website).
Go to User Settings
You will be presented with a list of users. Simply locate the user in the user list or search for the user in
the search bar.
Click the edit user button.
Click the password field and type in a new password for the user.
Scroll to the bottom of the page and click Save User
Reset & Resend
Alternatively, you can re-send a setup email to the user. This is done in the Edit User menu. Simply click Reset & Resend.
The setup email will give them a temporary password to log into WhosOn with. The user will then be prompted to update their password when logged in.
Once you have submitted your free trial form, it will need to be reviewed by our customer support team. This usually only takes a few hours during the week.
Check your email inbox for the setup email. This email will contain essential information required to setup
your client.
Copy the tracking code location at the bottom of the setup email. this tracking code is what enables chat and
tracking to function on your website. Give this code to your web developers or inset it yourself into the body
of your website’s HTML.
Paste the code onto every web page that you want the live chat to function – in most cases, this will be a
global location such as an included footer:
WhosOn has a selection of themes which change the appearance of the application. The theme shown in the screenshots is the Dark theme.
The list of shortcut keys available within the WhosOn Desktop client
Function | Command |
---|---|
Move to next chat | Tab |
Move to previous chat | Shift + Tab |
Close current chat | Ctrl + Q |
Transfer current chat | Ctrl + T |
Send file | Ctrl + U |
Show canned responses window | Ctrl + R |
Increase chat input box size | Ctrl + + |
Decrease chat input box size | Ctrl + - |
Function | Type the following into the chat box |
---|---|
Previously sent lines | Any |
Operator transfer/inline chat | @name |
Skills transfer | +skillname |
Canned response keyword search | $keyword |
Canned response starting with | \_text |
Dynamic fields only | \<fieldname |
Selected higlighted suggestion | Tab |
Function | Command |
---|---|
Show chats/open next waiting chat | Alt + C |
Show team | Alt + T |
Show sites | Alt + S |
Show closed chats | Alt + H |
Show missed chats | Alt + D |
Show monitor all | Alt + M |
Show files | Alt + F |
Show options | Alt + O |
Logout | Alt + X |
Function | Command |
---|---|
Set status to Online | Alt + 0 |
Set status to Busy | Alt + 1 |
Set status to Be Right Back | Alt + 2 |
set status to Away | Alt + 3 |