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Live Support Settings

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

You use the Live Support Settings section to define the settings described below. For more information about Live Support, refer to the Live Support Active Sessions help topic.

SettingDescription
Live Support Settings
Enable Live Support
Enabling Live Support ensures that the Live Support Logo appears on the front-end of the website. Live Support allows customers to communicate directly with technical support staff for the website.
Enable Anonymous Live Support
Anonymous Live Support doesn't require the customer to input their name, email address and question before connecting to a support advisor.
Minutes of Inactivity before Unanswered The minutes that a session should wait before the system automatically sets its status to 'unanswered'.
Disable after Waiting Threshold Exceeded The maximum number of waiting live support sessions before it is turned off due to excessive volume.
Show Live Support In Popup Check this to show the Live Support feature in a pop-up window for customers. If you leave this unchecked, Live Support displays in a panel that slides on to the screen for customers depending on where it has been positioned in CSS.
Play New Live Support Session Sound in Admin Check this to play a small sound in IRP Admin whenever a customer begins a new Live Support session.
Use Automatic Activation Rules If you check this, the Live Support functionality will be enabled/disabled and scheduled to be enabled/disabled based on currently-set Live Support Activation Rules. 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.
Automatic Translation Settings
Enable Automatic Translations Enable to allow Live Support to automatically detect Admin and Customer Languages and provide automatic translation services for both users. This setting requires a valid Automatic Translation Key. NOTE: You need an IRP Licence to use this feature. Please contact your IRP Account Manager for more information.
Automatic Translation Key Key used to carry out Automatic Translations when Automatic Translation functionality is enabled. To obtain a key, talk to an Account Manager. NOTE: You need an IRP Licence to use this feature. Please contact your IRP Account Manager for more information.

If you make any changes here, click the Update Live Support Settings button.



FAQs (1)

Is there a setting to automatically set Live Chat to inactive outwith business hours?
Yes, you can use the Automatic Activation Rules functionality to configure active versus inactive times for Live Support.


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