Starting communication

1. Do one of the following:

•	Open the Visitor's profile by double-clicking on the visitor's badge. Select 'Live Communication' tab and click on the button.

2. Create a chat invitation by entering some text into the dialog message text box. There is a default invitation stored in the system: "Hello! I'm %name%. If you have any questions or requests I'm ready to help you. Just click "Start Chat" button to start a conversation." The default invitation contains a variable %name%. It is the operator's name which you specify via Tools->System settings->General->Operator name (Live edition) or Tools->System settings->Departments->department name->operator name (Enterprise edition).

You can leave the default invitation as is, type your message manually or select a 'canned' message by clicking the Canned button (If there are no 'canned' messages, you can create some. Refer to the 'Canned' messages' section for details).

3. Click Send. The visitor should receive the invitation in the form of an incoming chat request.

An invitation for communication opens in the visitor’s browser.

If a visitor wants to accept the chat invitation, he should click the Start Chat button. If he does not want to answer it, he may close the window by clicking the close control at the top right.

After the Start Chat button has been pressed, the dialog 'Open chat with operator' opens. The visitor should use this dialog to enter his chat name (optional) and to select the type of communication (Text chat or Voice chat).

If, while speaking with a visitor, you receive another chat request, you can put the current chat session on hold and attend to the new visitor requesting assistance.

To initiate a voice chat click on the button in the 'Live Communication' section of the Visitor's profile.