Use Who's On to View and Interact with Website and Portal Visitors

SmarterTrack can monitor the visitors currently on your website and display useful information about each visitor, such as browser, IP Address, and even what country they are visiting from. Agents can also use Who's On in conjunction with live chat to initiate communications with a website visitor.

NOTE: Before completing these steps, you will need to configure Who's On for your website or portal. For instructions, refer to Configure Who's On to Track Visitors on your Company’s Website

Applies to SmarterTrack 12.x

Invite a Customer to Live Chat
To invite a customer to live chat via Who's On, follow these steps:
 
  1. Log into the SmarterTrack management interface as an agent.
  2. Click the Who's On icon.
  3. To start a live chat, select the desired user, click the Actions menu in the content pane toolbar and click Invite to Live Chat. The live chat invitation settings will load in a modal window.
  4. Select the Group to which the live chat will be assigned and enter a message for the site visitor. Depending on the system settings, a message may auto-populate in the Message textbox. Only the Groups for which live chat has been enabled will show in the Groups list. 
  5. Click Send and wait for the user to accept or deny the live chat invitation.

 

Applies to SmarterTrack 6.x - 11.x

Invite a Customer to Live Chat
To invite a customer to a live chat via Who's On, follow these steps:
 
  1. Log in to the SmarterTrack management interface as an agent.
  2. Click the Who's On icon.
  3. Click the desired Who's On filter or brand in the navigation pane.
  4. To start a live chat, select the desired user, click the Actions menu in the content pane toolbar and click Invite to live chat. The agent will be prompted to input a message for the customer to see.
  5. Click Send.

A window will open in the customer’s browser requesting a live chat. The customer will need to click Accept to initiate the live chat.

Force a Customer to Live Chat
To force a customer to a live chat via Who's On, follow these steps:

  1. Log in to the SmarterTrack management interface as a system administrator.
  2. Click the Who's On icon.
  3. Select a Who's On filter or brand on the tree view.
  4. To start a live chat select a user, click the Actions menu in the content pane toolbar and click Force to Live Chat. The agent will be prompted to enter a message for the customer to see.
  5. Click Send.

 

For more information, please refer to the Who's On Overview section of the SmarterTrack Online Help.

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