1. Getting Started

   1. Sign Up

   2. Click Link in Confirmation E-Mail

   3. Launch Operator Console

   4. Install HTML Code Snippet

   5. Respond to Answering Service Questionnaire

2. Responding to Incoming Chat Inquiries

   1. Set Questions to Ask Website Visitor

   2. Set Chat Handle

   3. Set Automatic-Greeting

   4. Auto-Accept or Manually Accept Incoming Chat Inquiries

   5. Change Accepting/Not-Accepting Incoming Chats Status

   6. Chat With Visitor

3. Chat Window Customization

   1. Set Online/Offline Images, and Live-Chat Logo

   2. Set Visitor Chat Window Color

   3. Set E-Mail Address for Operator Offline Messages

4. Add/Modify Operators

5. Change Subscription Settings or Billing Options

6. Change Contact Information

7. Proactive Chats

   1. Install HTML Code Snippet

   2. Modify Proactive Chat Settings

8. Canned Responses

9. Usage Statistics

10. Chat Logs

    1. During Chat Sessions

    2. Outside Chat Sessions

11. ClixConnect Pager Application

12. Logging Out

13. Further Support

Getting Started

1. Sign Up - Sign up for ClixConnect by going to http://www.clixconnect.com/signup.php. Enter your credentials into the appropriate fields.

2. Click Link in Confirmation E-Mail - A confirmation e-mail will automatically be generated and sent to your e-mail address. Click the link in that e-mail. Once you have clicked the link and the confirmation page has loaded, your account is ready for use.

3. Launch Operator Console - Launch the operator console by clicking the Launch Operator Console link in the top-right corner of the Clixconnect.com homepage. Enter your login credentials into the appropriate fields.

Click any pictures to see an enlarged view.

4. Install HTML Code Snippet - Your HTML code snippet can be found in the Operator Console by clicking Options > Your HTML Code Snippet. Then, follow the HTML snippet installation instructions at http://www.clixconnect.com/tutorial.php. Please note that the installation of the HTML snippet to enable proactive chats is a seperate procedure. This procedure is outlined in Section 7, Part 1 below.

5. Respond to Answering Service Questionnaire - In order to effectively respond to inquiries from visitors to your website, we must have some information about your company. Please answer the questions on the Answering Service Questionnaire to help us help your customers. This menu can be found in the Primary Operator Console by clicking Options > Answering Service Information.

Responding to Incoming Chat Inquiries

1. Set Questions to Ask Website Visitor - In the Primary Operator Console (the Operator Console using the login credentials of the main subscriber) you are able to specify which questions are asked of chatters before initiating a chat session. You may choose to request their name, e-mail and/or question. The responses to these inquiries are displayed in the Operator Chat Console when the chat session begins. If you choose to request nothing from website visitors, a chat session will automatically be initiated when they click the 'Live Chat' button on your website. To access these settings, in the primary Operator Console, click Options > Live Chat Window Display Options.

2. Set Chat Handle - This is the name that appears when visitors to your website chat with you. In the Operator Console, click Options > Personal Preferences, and then change the Operator Nickname field.

3. Set Automatic-Greeting - In the Operator Console, click Options > Personal Preferences, and then change the Automatic Greeting Message field.

4. Auto-Accept or Manually Accept Incoming Chat Inquiries - In the Operator Console, on the top menu, there is a check-box with 'Auto-Accept' written next to it. When that box is checked, inquiries routed to you are automatically accepted and initiated. When not checked, a green notification will pop-up in the middle of your operator console, asking you if you would like to Accept or Deny the incoming chat request.

5. Change Accepting/Not-Accepting Incoming Chats Status - In the Operator Console, on the top menu, you are able to set your status to 'Accepting Incoming Chats' or 'Not Accepting Incoming Chats.' Please note, you can remain online and engage in inter-operator chat while being in 'Not Accepting Incoming Chats' mode.

6. Chat With Visitor - Chat with the visitor by typing in the text-box at the bottom of the screen. When you have finished the conversation, simply click 'End Chat' on the bottom-right corner of the Operator Console and the conversation text will automatically be stored in the Chat Log.

Chat Window Customization

1. Set Online/Offline Images, and Live-Chat Logo - In the Primary Operator Console (the Operator Console using the login credentials of the main subscriber) you are able to specify which buttons are used to represent online and offline operators, and which logo to use in the live-chat window. You may either choose a pre-made button, or you may upload your own button. There are no size restrictions on the button you may use. You may also use your own logo in the live-chat window. This logo must be exactly 250 x 70 pixels. To access these settings, in the Primary Operator Console, click Options > Live Chat Window Display Options.

2. Set Visitor Chat Window Color - In the Primary Operator Console, click Options > Live Chat Window Display Options. At the bottom of the page there is a drop-down menu where you can change the visitor chat window to the color of your preference.

3. Set E-Mail Address for Operator Offline Messages - In the event that you should select not to utilize ClixConnect Operators to monitor your website's chat function when you are unavailable, you can have website visitors leave an 'Offline Message.' This message will be forwarded to the e-mail of your choice. To modify this e-mail address, in the Primary Operator Console click Options > Personal Preferences, and modify the 'Email' field to reflect the e-mail address to which you would like to receive offline messages.

Add/Modify Operators

• In the Primary Operator Console, click Options > Operator Management. From here, you can add, remove and modify operator accounts. Please note that you may only add the number of operator accounts specified for your service level.

Change Subscription Settings or Billing Options

• In the Primary Operator Console, click Options > Subscription and Billing Options. From here you can modify the subscription level of your account, and can modify your billing information (including credit card and address). Please note that any changes to your account will result in charges being prorated for the month in progress.

Change Contact Information

• In the Primary Operator Console, click Options > Personal Preferences.

Proactive Chats

1. Install HTML Code Snippet - The HTML code snippet for proactive chats can be found by opening the Primary Operator Console, and clicking Options > Your HTML Code Snippet. The proactive chat snippet is at the very bottom of the page, and should look like: <script src='http://www.clixconnect.com/js/script.php?id=primary1'></script> (with a slight variation to reflect your account number). Insert this HTML code snippet just after the </body> tag on whichever pages you wish to have a proactive chat box appear.

2. Modify Proactive Chat Settings - In the Primary Operator Console, click Options > Proactive Chat Options. From this page, you can enable/disable the proactive chat feature (the HTML snippet can be in your webpage, but can remain dormant until you wish to enable proactive chat in your Operator Console), change the message displayed in the proactive chat window, change the time after arrival to display the proactive chat message, and change the time between proactive chats per user.

Canned Responses

• Every user can setup their own custom set of canned responses. You can edit your canned responses in the Operator Console. Simply click Options > Canned Responses. You can then add, remove and modify canned responses. Please note that you must logout of the Operator Console after making modifications to the canned responses in order for them to become available when chatting with a visitor. In order to insert a canned response into a conversation, simply click on the drop-down menu below the text-box in the Operator Console. Clicking the canned response will automatically display the message to the user.

Usage Statistics

• On the Options page in the Primary Operator Console, your account's daily, weekly and monthly usage is displayed. A more comprehensive comparison of current usage and time included in your plan can be found by opening the Primary Operator Console and clicking Options > Subscription and Billing Options. Usage statistics are displayed atop this page. Below, some important terminology is clarified:

  * Completed Chat - A chat session in which there were at least two messages sent from each party (operator and website visitor).

  * Initiated Chat Request - This is how many times a user clicked the 'Live Chat' button on your website. The discrepancy between initiated chat requests and completed chats accounts for the fact that users may have abandoned the chat while filling out the pre-chat questionnaire, while waiting for an operator, or may have received a response to their inquiry with just one message.

  * Your Own Operators - Your own manual operators who monitor your account.

  * ClixConnect Operators - ClixConnect's team of sales and customer service representatives who monitor your account.

Chat Logs

1. During Chat Sessions - While you are chatting with a website visitor, you can view chat logs of past conversations with the visitor. On the top portion of the chat window, which is displayed in the Operator Console, simply click View History (next to Previous Chats). A comprehensive history of past chat sessions with this visitor will be displayed. Please note that past chat sessions are cataloged by IP address. As such, some users may switch IP addresses, creating two different histories for the same user. In addition, in highly populous places like libraries and cafes, multiple users login through one IP address, which may result in two different users' chat logs being combined.

2. Outside Chat Sessions - You may view the chat logs for all operators and all website visitors by opening the Primary Operator Console, and clicking Options > Chat Logs. There, you can view chat transcripts, determine which operator each visitor was speaking with, chat durations, visitor geographic locations, and several other statistics.

ClixConnect Pager Application

• The ClixConnect Pager Application is program that acts just like the online Operator Console, however runs on your desktop, eliminating the need to have your web browser open to monitor your website. Simply download the application by clicking here,  launch the application, login to your account, and minimize the program. It will remain active in your system tray (in the taskbar, next to the clock). When a new chat inquiry comes in, a doorbell sound will play and a small window will pop-up on the bottom right corner of your screen. When an incoming chat inquiry comes in, simply click the ClixConnect Pager icon in your system tray, and the Operator Console will pop-up, allowing you to immediately engage your website visitor in conversation.

Logging Out

• When closing the Operator Console, it is imperative that you click the 'Logout' button on the top-right corner of the console before closing the window. If you do not click the 'Logout' button, incoming chat inquiries may be routed to you for about 5-10 minutes after you close the window even though you are not accepting incoming chat requests.

Further Support

• If you have any questions which were not answered by this guide, please contact us. We will gladly research your request and respond to your inquiry ASAP.

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