AskAcademic / LivePerson Changes

I have made the changes in Live Person and activated the three files
either updated or added to the website:
-- ask.php
-- faq-chat-info.php
-- faq-AskAcademic.php

There were a couple of glitches and I wasted about 20 minutes chatting
with LivePerson help until I had an AHA! moment.  All is fixed now and
everything should be working correctly.  I'll document the process in
the LS Web project and link from any reference chat administrative pages
on the wiki.

I'll also include those steps here for record-keeping:

Notes on Live Person web chat window maintenance:

Go to the Admin Console to make changes.

Chat windows are maintained through the Vistor Experience > Chat option.

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LivePerson Chat windows:

• Chat Window (What they see if we are available after completing the Pre-Chat survey.)


• Pre-Chat (Patron Info)


• Off-line (Email Us)(What they see if we are unavailable)


• Exit Survey (optional)

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WINDOW EDITOR:

Appearance Settings for EACH window is found in the WINDOW EDITOR:

• [Window Skin] "Modern Look"


• [Dimensions]  475px x 500px for all three windows.


• [Buttons] Currently, we do not use a button to get to Live Chat so ignore that tab.


• [Branding] Graphics: We use custom graphics which are in the /graphics/chat/ folder. Our graphic size for all is 85x180. These graphics display on the right of each window.




• Chat Window: (http://library.austincc.edu/graphics/chat/active_window.jpg)


• Pre-Chat: same as above


• Off-line: (http://library.austincc.edu/graphics/chat/leave_message.jpg)


• Exit Survey: http://library.austincc.edu/graphics/chat/thanks_message.jpg)

[Extras] Settings for cusomizing printing, email, etc.

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SURVEY TAB

Windows content is edited from the SURVEY tab:

-- Each window must be edited separately. Be sure that the window you want is "enabled", a setting at the top of the editing screen for that window.

PRE CHAT

[Survey Heading] Very flexible.  Can contain HTML coding as well as simple text.

[Survey Questions] Easy to edit and add.

EXIT

[Survey Heading] Very flexible.  Can contain HTML coding as well as simple text.

[Email Setup for Chat Transcripts] easy to edit

[Survey Questions] Easy to edit and add.

CHAT OPERATOR

We do not use the Chat Operator Window which is not what you might think it is. This is the user experience, not the chat operator console which is set up elsewhere.

OFFLINE

[Survey Heading] Very flexible.  Can contain HTML coding as well as simple text.

[Email Setup for Offline Survey] easy to edit

[Survey Questions] Easy to edit and add.

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We do not use the other two tabs -- Buttons and Invitations