LIVECHAT - REQ FOR NEW TRANSLATION:

[Alex Storey]

Hi there -

We would like the following feature to be added.

We req a new translation that sits between the user clicking live chat icon

and being connect to an analyst:

We would like it to ask the user something along the lines of: 

''Have you taken a look at our FAQ's, as you may be able to find the answer to your question here. To search our FAQ's please visit XXXXXXXXXXXXXXXXXXXXXXXX'' 

Then we would like the customer to have the option to either: 

- Visit the FAQs

OR

- Button to continue to go to a Live Chat Agent. 

This translation needs to be fully customisable so it's useful for all hornbill customers, not just CCC. This way, we can all ask what we like to make sure the customer is only coming through to us if they actually need to. 

TRANSLATION ALONG LINES OF: 

guest.com.hornbill.livechat.portals.portal.session.PREAGENTQUESTION

Many thanks,

Alex

[QEHNick]

+1

Sounds like an excellent request

[toe.knee]

This is a fantastic idea and it would help manager the incoming calls so much better and head off needless calls, has there been any consideration of this addition as yet ? 

[Emily Patrick]

Sounds like a great idea, and something we would be interested in too! 

 

[TrevorHarris]

Hi,
The current text thats displayed here can be translated with the following string

guest.com.hornbill.livechat.portals.servicePortal.sessions.chat.loadingMessage

Not sure if that meets you needs

Trevor

[TrevorHarris]

@Alex Storey
So reading again I think you want the message to appear before initiating the chat session, if so I will raise a change for it

thanks

Trevor

[QEHNick]

Just what I was looking for @TrevorHarris. TYVM.

[TrevorHarris]

Thanks, have raised a change for this

[TrevorHarris]

Hi,

This feature is available in the latest release of Live Chat which should be upgraded tonight.

You can configure this on the Live chat configuration page under the Configure Popup tab by checking the option, Show confirmation message on the popup before initiating chat, and editing the Confirmation Question