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Peer Support

Live Support Active Sessions

You can find this section under Live Support > Live Support Active Sessions in the IRP Admin left navigation menu.

Live Support offers a two-way chat facility through a messaging service. Users can start a Live Support session by clicking the icon below (by default on the bottom left side of the website but can be styled to show anywhere - see Website CSS Stylesheet and Mobile CSS Stylesheet). Also the text is configurable via Small Translation 1894:

Live Support button

When a user starts a Live Support session on the front end of the site, the IRP Admin user will be alerted by the Live Chat button at the top of the navigation; if the user has clicked on Live Support through a particular model page, this link will allow the user to see which model it is:

IRP Admin image

Activating Live Support

To use the Live Support feature, enable the Application Setting Enable Live Support (elsewhere called Live Support Enable In Top Nav as technically it is rendered in the top nav originally and then positioned using CSS).

You can also enable a setting called Use Automatic Activation Rules. If enabled, this allows you to automatically enable and disable Live Support via a set of rules, such as day of the week, time of day and whether Live Support should be disabled or enabled at these specific times — see the Automatic Activation Rules help topic for more details*. There are several other Application Settings that you can set for Live Support, available in the Live Support Application Settings group:

  • Allow Anonymous Live Support: Specifies whether a customer has to be logged in before they can engage in Live Support.
  • Automatic Translation Key: Key used to carry out Automatic Translations when Automatic Translation functionality is enabled. To obtain a key, talk to an IRP Account Manager (this feature requires an IRP Licence).
  • Live Support Disable When Number Waiting: Disables Live Support when the Number Waiting reaches this threshold.
  • Live Support Enable Automatic Translations: Enable to allow Live Support to automatically detect Admin User and customer languages and provide automatic translation services for both users. (This setting requires a valid Automatic Translation Key and an IRP Licence.)
  • Live Support Enable In Top Nav: This setting enables the Live Chat functionality on your website.
  • Live Support Play Admin Sound: This setting determines whether or not a sound will play when there are new Live Support sessions.
  • Live Support Show In Popup: If enabled, this will show the Live Support functionality in a pop-up window for customers. If disabled the Live Support will display in a panel that will slide on to the screen for customers depending on where it has been positioned in CSS.
  • Live Support Use Automatic Activation Rules: Enable this setting to make any added Automatic Activation Rules come into effect. While Automatic Activation Rules are active, Live Support functionality will be automatically enabled and disabled according to the rules added on the Automatic Activation Rules page of the Live Support section.

* Note that if you disable the use of Automatic Activation Rules, the Enable Live Support setting will remain as what it was at the time of disabling the rules. Therefore if you want to totally disable Live Support, you need to uncheck the Enable Live Support setting.

Note that the Admin User Group to which you belong must also have permission to use the Live Support feature. You can also configure several aspects of Live Support for individual IRP Admin Users on their account settings page including:

  • Live Support Name
  • Live Support Photo
  • Show Live Support Browser Notifications: when enabled, this will show notifications when there are new Live Support sessions even if an Admin user’s browser is minimised. Note that this will not work in Internet Explorer

LiveSupport.aspx page

The main LiveSupport.aspx page appears as follows:

IRP Admin image

The main grid contains the following details:

  • ID: This is the unique ID of the chat session stored in IRP Admin. This is created automatically by IRP Admin when the session is initiated by the customer.
  • Received: This shows the date and time when the customer initiated the chat session on the IRP front end.
  • Customer: This shows the name of the customer.
  • Page: This shows the page that the customer was on when they began the Live Support session. The text is hyperlinked and clicking on it will open the page in a new tab. If the page is a Model page, an image of the Model and the price will also be displayed.
  • Order Total: This shows the order total if the customer places an order after a Live Support session has been answered. The text is hyperlinked, and clicking on it will open the Orders.aspx page and display the customer’s order information. The Orders.aspx page will also display the Admin Name of the Admin User who talked to the customer before ordering, and a ‘View’ button is also displayed which, when clicked, will open a View Session window allowing the chat transcript to be read.
  • Operator: This is the name of the IRP Admin operator who has connected with the customer.
  • Rating: This shows the rating that the customer gave the Admin User during the session, either as a green ‘thumbs up’ for good, a red ‘thumbs down’ for bad or nothing is displayed if a rating was not given.
  • Country: This is the customer’s country. Beside the name of the country you will see the flag of the country.
  • Language: This is the customer’s language.
  • Basket: This is the value of items in the customer’s basket in the customer's currency ISO. Click on the column header to sort the results in ascending or descending order.
  • Status: This shows a colour-coded status of the session. ‘Waiting’ is displayed in red and ‘Chatting’ is displayed in orange.
  • Device Type: This shows the device type used by the customer, either as an image of a desktop or a mobile.
  • Connect: Click this button to connect to a chat session.
  • Unanswered: Click this button to mark a chat session as ‘unanswered’.

Note that Live Support sessions that contain no messages are also displayed on the LiveSupport.aspx page in IRP Admin. These sessions can happen if a customer opens the chat box but does not enter a message when they click the Send button.

At the top of the page you will see the Enable Live Support button. This setting enables the Live Support functionality on your website and switches the main Application Setting on or off. Note that you can style the Live Support pop-up to appear anywhere on the page; technically it is rendered in the top nav originally and then positioned using CSS.

Also at the top of the page you will see these buttons:

  • Search Sessions button. This takes you to the LiveSupportSearch.aspx page. For more details see the Live Support Search help topic.
  • Automatic Activation Rules button. This takes you to the LiveSupportAutomaticActivationRules.aspx page. For more details see the Automatic Activation Rules help topic.
  • Country Restrictions button. This takes you to the LiveSupportCountryRestrictions.aspx page. For more details see the Country Restrictions help topic.
  • History Log button. This takes you to the LiveSupportStatusHistory.aspx page. For more details see the 'Live Support History Log' section below.

Live Support Automatic Activation Rule toggling

The Live Support functionality includes rules governing the interaction between the 'Live Support Enable In Top Nav' and 'Live Support Use Automatic Activation Rules' Application Settings. When 'Live Support Enable In Top Nav' is disabled manually, the 'Live Support Use Automatic Rules' Application Setting is also disabled and will remain so until enabled again by an Admin User.

Also, the IRP determines the state of 'Live Support Enable In Top Nav' when Live Support is opened by a customer on the front end. If the Application Setting is disabled at the time of the click, the Live Support text area will be disabled and a translatable message will be displayed that informs the customer that Live Support is currently disabled. The default text is defined by Small Translation ID 2627.

In addition, customers and Admin Users are able to continue using Live Support when a session has been started but the 'Live Support Enable In Top Nav' Application Setting has since been disabled. Admin Users will be able to connect to waiting sessions after 'Live Support Enable In Top Nav' setting is disabled and can interact with customers until the session is completed by either party.

Note: The Live Support feature checks at the beginning of a session if Live Support is still available and, if it has since become unavailable between the opening of the Live Support window and the sending of the first message, the window will instead display Small Translation ID 2627 (Live Support is currently disabled) and disable the text area, thus preventing the session from being started. This prevents a customer from starting a session if they have had the Live Support window open with no active session whilst Live Support is disabled.

Sound notifications

You can enable an Application Setting called Play New Live Support Session Sound in Admin (in the ‘Live Support’ grouping) in order to notify Admin Users when a Live Support request session is created by a customer.

Note that the sound effect will occur only when a new Live Support request first comes through. It will not sound for existing unanswered Live Support requests, or if an Admin User changes pages between a new Live Support request coming in and the count updating.

In addition, both customers and Admin Users can hear 'jingle' alerts from the Live Support window — see the Worked Example below for more details about how the jingles operate.

Note: If you are away from the Admin for an extended period of time and subsequently experience issues with the sound notification, clear your browser cache and refresh your screen.

Desktop notifications

Alongside the sound alert which is played when receiving a new message when the chat window is minimised, both Admin Users and customers will also receive a browser notification upon receiving a message when they do not have focus of the Live Support window. The notification can be clicked to focus the relevant Live Support window which produced the notification.

The notification will include the recipient name and a Small Translation (ID 2631), used for the word 'says:', to display ' says:' as the notification title.

Automatic greeting

When you connect to a Live Support session as an Admin User, an automatic greeting will be sent as the first message being sent to the customer. You can set this greeting message via Small Translation ID 2630. You can also personalise the Small Translation with a {0} placeholder, which will insert your Live Support Name, or your First Name if your Live Support Name is not set.

The personalisation placeholder is optional and you can also use a general greeting without the {0} placeholder.

URL previewing

Live Support features the ability to display links as link previews, akin to Twitter and Facebook. Whenever a link is sent via Live Support, if the message contains only that link then a link preview message will be displayed, showing a relevant image, the page title and a description from the page.

Link previews will only be displayed when the message sent contains a link and nothing else. If additional text is sent along with the link, or if multiple links are sent in the same message, a normal message will be sent with the links being styled like hyperlinks.

Previewing what customers are typing

Admin Users can gauge the customer's query before the customer has sent it. This allows the Admin user to begin to formulate a response to the query or investigate the answer to the customer's question before they have sent the message. This will help to improve Admin response time and allow sessions to move more quickly.

When a customer is typing a message, a preview message will appear in the Admin message screen, displaying what the customer currently is typing in their textbox:

Live Support Preview

Live Support Automatic Translations

The Live Support functionality has the ability to automatically translate messages from one language into another (this feature requires an IRP Licence). When an IRP Admin User and a customer converse via Live Support, the IRP will determine if the customer and Admin User are typing in different languages, and if so, will prompt both users to enable or disable automatic translation by presenting a slide down notification bar below the Live Support top bar.

Regardless of the choice, a 'Toggle Translation' button will be added to the Live Support top bar so that if the user changes their mind about their choice, they can toggle the functionality on or off.

If the user chooses to enable automatic translation, the messages typed by their chat partner will be automatically translated into the user's language. If the user toggles the translation off, the original message will be displayed instead. If any messages are received before toggling the translation on, the previously-untranslated messages will be translated and the translation will be displayed.

For more information about the Application Settings associated with this feature, see the Live Support Settings help topic.

Live Support History Log

Live Support Status History Logs track every instance when the functionality is enabled and disabled throughout the system — manually, automatically via Automatic Activation Rules or threshold Application Settings. You can view an audit log by clicking the History Log button at the top of the LiveSupport.aspx page. The LiveSupportStatusHistory.aspx page then appears as follows:

IRP Admin image

You can find any event by using the search bar, and if you expand 'Other Options, by using date range parameters. The main grid on the page shows details of each event, including the Admin User name and timestamp of the event.

Live Support worked example — desktop version

Although this worked example is for the Desktop version of the feature, Live Support on your Mobile site functions in much the same fashion. The only difference is that, when a customer clicks the Live Support widget, a new tab will be opened within the mobile browser and the Live Support functionality will be displayed within that tab. In addition, the customer will not have the ability to minimise or 'pop out' the Live Support window, as described below. Note that if the customer closes the Live Support tab before the session ends, this does not end the chat session and the customer can reopen the Live Support window by clicking on the Live Support widget again.

  1. A customer clicks the Live Support button on the front end (note that the text on the Live Support button is configurable via Small Translation 1894):
    Live Supportbutton
    They will see the following pop-up window indicating that a Support Agent will soon respond to them:
    Live Support example 1

    Note: When an Admin User is logged in and attempting to use Live Support on the front end with the same browser, the Live Support functionality will not be usable (although the widget will remain visible) on the front-end. Alt text is also displayed on the Live Support widget explaining the reasoning behind this — this uses Small Translation 2600 which, in English, defaults to: “You are logged in as an Admin within this browser. To use front-end Live Support, log out of Admin or use another browser”.

    The title and introductory text pieces ('Awaiting connection ...' and 'Ask us anything ...') are configurable via Small Translations 835, 2550 and 2551 and the ‘Enter text here’ statement is also configurable via Small Translation 2563.

    Note how the value of items in the customer's basket is displayed at the top of the window and that the customer has the option to mute the sound using the icon at the bottom of the window. If the sound is unmuted, a jingle will be played upon the Admin connection. The jingle will also be played when messages are received when the window is minimised, or if a message is received while the focus is not on the browser window.

    The customer can minimise the window using the icon at the top-right corner; if they do minimise the window, it will subsequently be maximised to alert the customer that a Support Agent has responded to them.

  2. The customer types in a question and clicks the 'Send' icon, for example:
    Live Support example 1

    As shown above, the customer will see a message indicating that an operator will be with them shortly (Small Translation 772) and will show what position they are in the queue (Small Translations 774 & 775 with the “of” part using 96). The queue number is updated dynamically as the customer becomes closer to being answered.

    The customer can choose to 'pop out' the window to a separate window by clicking on the ‘pop out’ button displayed next to the minimise button at the top of the window. They can return to the standard pop-up window by clicking the ‘pop in’ button on the Live Support pop-out window, or by closing the window itself.

    Note also that there is an icon in the bottom bar of the window that allows the customer to email a transcript of the chat session to an address of their choosing. This icon will be available to the customer right to the end of the session. The messages that have been submitted both by the customer and by the Support Agent will show the time of the message below the message content.

  3. On the Admin side, you will be alerted to the message if your IRP Admin User account has been configured to allow this (i.e. the setting 'Show Live Support Browser Notifications' is checked on your account). The status of the message at this stage is ‘Waiting’. This is what you would see on the main LiveSupport.aspx page:
    Live Support Waiting status

  4. To respond to the customer, click the Connect button (if another IRP Admin user has connected to the customer, the session will have a status of ‘Chatting’ and you can also join the conversation). Both you and the customer will then see similar windows and you can type your message and click the ‘Send’ icon.

    The customer will know that you are typing as they will see a status message that says 'Operator is Typing' (Small Translation 1844). Likewise the Admin User will know that the customer is typing when they see the status message 'Customer is Typing' (Small Translation 1845). The difference between the window you see on the back end and the window that the customer sees on the front end is that you can see the customer's country, language and device details at the top of the window and also a DeepAgent symbol.

    Note also that, as an Admin User, you can add a note about the customer by clicking the 'pencil' icon at the bottom of the window:
    Live Support example 3

  5. If you have a 'Live Support Name' set in your Admin User account, it will be displayed to the customer and, if not, your first name will be displayed instead. In addition, if you have a 'Live Support Photo' set against your Admin User account, it will also be displayed to the customer. The customer will see the message 'You are connected to <name>' (Small Translation 1847).

    Note that the customer can rate your responses by clicking the 'thumbs up' or 'thumbs down' icons in the bottom bar of the window:
    Live Support example

  6. The status of the question is now ‘Chatting’ and the session continues for as long as is necessary. When you or the customer are finished with the session, either of you can click the ‘Complete’ button (Small Translation 2557). You will both see a message stating 'This chat session has been marked as complete by the operator' (Small Translation 1846).

    Note that a confirmation dialog box is displayed when an attempt is made to complete the session. This should reduce the frequency that customers end sessions accidentally by clicking the 'Complete' button. The text displayed in the confirmation dialog is controlled by Small Translation ID 1843. By default the English translation is 'Are you sure you want to end this chat session?'

  7. If subsequently you want to view the completed session, search for ‘Completed’ sessions on the main LiveSupport.aspx page and click the View button. A pop-up window showing the completed chat session will be displayed. Using the icons at the bottom of the window, you can also email a transcript of the session to an address of your choosing or add a note about the customer.

  8. If for any reason you want to mark a session as ‘Unanswered’, click the Unanswered button (this option will be available only if the session has not been set to ‘Completed’).

How To Guides (1)

How To Respond to a Live Support Session

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