WSI Live Chat

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Does the visitor need to install any special software?

No, WSI Live Chat does not require any client side downloads or installs. The solution has been designed to operate on all computers, making the chat process as easy as possible for your visitors.

Is there a minimum time period I am committed to keep WSI Live Chat when I purchase it?

No. We do not sell WSI Live Chat based on a standard yearly contract, etc. WSI Live Chat service is granted on a month to month basis. You can cancel the service at any time with 30 day notice.

What happens to the Live Chat when a site operator wants to take a break, go to lunch, or leave for the day?
There are four different statuses you can place WSI Live Chat on. There is "online," "away," "back in 5," and "out to lunch." Once selected, the chat graphic will change to reflect the chosen status. When the chat is unavailable, visitors still have an opportunity to click on the graphic and enter their message or question via a contact form. The form then submits to a designated e-mail address for the response to be given at a later time.

How do I ensure that my site operators are doing a good job?

WSI Live Chat employs several quality control features to help you monitor your employees’ performance. Upon completion, all chats are emailed to a designated email address. You can review these chats to make certain they meet your company’s standards. WSI Live Chat also allows you to pull detailed reports on items such as operator activity and chat details.

How will I know when someone is on my website?

WSI Live Chat will notify you when a new visitor arrives on your site in two ways. One, a small notification box will appear in the bottom right corner of your screen stating “A new visitor started browsing website.” It will also alert you audibly with the sound of a doorbell.

How will I know when someone wants to chat?

WSI Live Chat will notify you several ways when a visitor wants to chat. First, you will hear the sound of a phone ring. Secondly, a notification box will pop up stating the following, “New Chat Request. Visitor is waiting to be answered.” Lastly, the “Next” icons will illuminate under your chat actions options and the chat will appear under your list of chats waiting to be accepted.

What happens if I forget to shut off the Live Chat and I walk away from my computer?

WSI Live Chat has an away timeout feature. You can set the amount of time you want to lapse before the system automatically sets the away status. When you are inactive on your computer for the specified period of time, the system will know you have left your desk and you are not available for chat.

What if I want to transfer a chat to a more knowledgeable representative; does the visitor have to repeat their question?
No, the new operator will have a complete record of the chat when it is transferred.

What if I don’t want my visitors to fill out the pre-chat survey?

You do not have to require the pre-chat survey to use WSI Live Chat. You can turn the feature on or off at anytime. WSI Live Chat also allows you the ability to customize your chat survey to meet your business’s needs.

When testing the WSI Live Chat, I noticed that as a visitor, my physical location under the Virtual Earth tab was incorrect; why is that?

At this time, Microsoft Virtual Earth determines the location of a site visitor based on their IP address. Therefore, it can only give you a general location to your visitor rather than their exact position.