Chat Panel Tutorial

Introduction

The Chat Panel is Userlike’s own IM client. Developed by and for Userlike, it is browser based and fully tailored towards all of our features. There are several advantages of the Chat Panel as opposed to an external IM client:

  • Not a single download is required to start chatting
  • Any potential complications with company firewall settings are prevented
  • All of Userlike’s functions can be accessed in one place

Starting and Closing

To start chatting you need to access the Chat Panel in your Dashboard. Once you are logged in to the Chat Panel you are immediately available for chat. To stop chatting you either have to leave the Chat Panel or click the "Go Away" button.

Navigating the Chat Panel

The Chat Panel consists of the Chat Buddy View and the menu bar. On the left side of the Chat Panel you see the Chat Buddy View. The upper section consists of your chat colleagues that are online at the moment. Any Webvisitor that starts a chat with you appears below your fellow Operators. Above the Chat Panel you will find your menu bar which places commands for chat macros and actions at your disposal. Functions like a chat history and the possibility to send chat transcripts are also to be found here.

Chat

The "Chat" tab is the main view, it shows the actual conversation with your chat partner. Webvisitor messages are displayed in green, Operator messages in blue and system notifications in yellow.

On the right side of the Chat Panel, information about your Webvisitor is displayed. You see the Chat Widget through which you are chatting, the URL that the Webvisitor is currently on, the name of the Webvisitor, and the Webvisitor's email address. You can edit the name and email by clicking on them. Below that, the URL path of the Webvisitor is displayed since he started the chat. If you have Privacy Mode disabled, you will also see additional info, such as the Webvisitor's location, his browser and OS.

Every chat message that you send or receive in the Chat Panel can be up to 5000 characters long.

Info

This view focuses on the Webvisitor’s information. Next to the information provided in the chat view you will see any custom data of the Webvisitor. It also provides the Operator with the chat and offline message history of the Webvisitor. From here you can also see basic Webvistor information, which Operators are available and how many chats are active at that time.

Chat Preview

If you have activated the live preview function in your Dashboard, you will see a text preview of what the Webvisitor is typing in your Chat Panel. This will be displayed in grey and tagged with the wording "Live". As soon as the Webvisitor sends his message, it will be displayed in green. This is intended to give you some time to prepare for a possible answer you can give the Webvisitor.

Macros

In this tab you have an overview of your chat, push and download Macros. Either click one of the chat macros or use a shortcut to trigger a chat macro. Chat macros can be send directly or in the case you need to adjust the wording of the chat macros as a template. Push macros enable you to send your Webvisitor to a predefined website. Download marcos let your Webvisitor download files over the chat.

Add-ons

In the "Add-on" section you can directly create a ticket out of your running chat session to the add-on of your choice. After your ticket has been created you will receive a link in the Chat Panel that directly leads you to your integrated Add-on and gives you immediate access to your newly created ticket. Userlike can be integrated to many third-party add-ons.

Actions

The "Actions" section offers you a vast range of possibilties. You can either request a screenshot of your Webvisitor's browser, block a Webvisitor or send him the current chat transcript. Furthermore, in this section it is possible to forward the running chat session to another Operator of yours. Also, set a chat topic or change the status of the chat in this tab. Finally, you can also close the chat session and enter commands directly into your IM client to get information about the chat session or to trigger certain actions:

CommandDescription
s/old/new/Correct a typo in your last message
![macroname]Send given text macro

Settings

Define for what events you want to receive notifications and whether you would like to be notified by sound or rather have browser notifications. The notifications for navigation and system events can be set in the Widget Editor as well. However, the settings of the Chat Panel are dominant to the Widget Editor. So if the notifications are disabled in the Widget Editor but enabled in the Chat Panel, you will receive these notifications when using the Chat Panel. You can differ between browser and audio notifications to make sure that you are always informed whenever an event like a new chat session starts or a chat message has been received.

Keyboard Shortcuts

To speed up your workflow you can use the predefined keyboard shortcuts to navigate between the different views and tabs.

ShortcutDescription
ctrl+shift+nSwitch to next chat tab
ctrl+shift+pSwitch to previous chat tab
ctrl+shift+qQuit current chat session and close the tab
ctrl+shift+bBlock Webvisitor from chat
ctrl+shift+sRequest screenshot of Webvisitor's browser
ctrl+shift+1Switch to chat view
ctrl+shift+2Switch to info view
ctrl+shift+3Switch to history view
ctrl+shift+4Switch to active sessions view
ctrl+shift+5Switch to Operator view
ctrl+shift+hSwitch to help view
ctrl+shift+cSwitch to settings view