• About WebEternity live help
• How to INSTALL WebEternity live help
• How to UPGRADE WebEternity live help
• How to Register and enter in Registration code
• How to Place HTML code for department on Your webpage
• How to Monitor Live Help traffic and Chat

1) About WebEternity live help [back to top]

WebEternity Live Help (WLH) is a premium and proffesinal live support solution that helps customer support with live help functionality that can be proactively pushed to visitors to your site or requested by the consumer. WebEternity includes a large range of features to allow multiple operators, multiple departments and multiple languages to be used. WebEternity Live Help is free for all sites costing more than £1500 and is available for purchase for a monthly fee or one of payment and is progammed in PHP with Mysql for the datatabase. Other highlighted features include the ability to create your own questions, auto inviting visitors, referer tracking, page tracking, ability to view what the customer is typing as they type, multiple chat sessions, sound alert, leave a message if offline, push urls, quick responses, Customizable graphics, and multiple operators and best of all runs on your server along side youe website and also you can set it to change an image or header to satate your status of online or ofline.

2) How to INSTALL WebEternity live help [back to top]

Installation is very easy but please remember we do offer installation free:
• Get the latest version from us at www.webeternity.co.uk or contact us on 0845 833 4694
• Upload all the files to your webserver.
• Open up the setup.php file in your web browser like so: http://www.yourdomainname.com/livehelp/setup.php
• Follow the online wizard instructions

NOTE: If you need help with installation or would like professional installation on your webserver you can request installation by e-mailing WebEternity

3)How to UPGRADE WebEternity live help [back to top]

All that is required to upgrade is simply upload all the files included in the archive EXCEPT config.php over the exisiting installation files and open up setup.php in a web browser. Upon opening the setup.php file in a web browser all the files and database alterations will be made and the operator is not required to fill anything out!!! The application will auto-detect what version is currently running make any database alterations and update evertything for you.

4) How to Register and enter in Registration code [back to top]

Security is *VERY* important to WebEternity. Security vulnerabilities are found in open source programs everyday and not knowing about these vulnerabilities can be catastrophic to your website. Although great efforts have been made to try to make the code that runs WebEternity Live Help very secure, there is still the possiblilty that a security hole could have been overlooked. By registering your version of WebEternity Live Help you can be e-mailed on any updates that are made to WebEternity Code and prevent attacks from hackers. Most of you will not need to register as we will register it for you.

To Register:

• Click on the Registration icon found on the overview index page
• Fill out the Registration form and submit.
• After 5 to 10 minutes you will receive an e-mail with a registation number like "fdsafd-f123342f" Select "Security Registration from the Live Help navigation Menu and submit the code on the Security Registration page.

5)How to Place HTML code for department on Your webpage [back to top]

Click on the tab that Reads "Departments"



Click on the link that reads GENERATE HTML next to the department you would like to create the HTML code for.


Select what type of HTML you would like to generate and then click CREATE. NOTE if you are unsure on what to select for the options in generating the HTML code leave all the options at their default selections and click on CREATE. The options are explained below.



Section	Description
1	Which Department would you like to Generate the HTML Code for This option gives the operator the choice of which department to generate the HTML code for. Each department can have its own online/offline images, questions, operators. Optionally there is an option to "Give the visitor a choice upon request" If this option is selected the visitor will be given a choice of which department they would like to contact when they request or click on the help icon that is generated.
2	Where will you be placing this Code This option gives the operator the choice of generating one of the following formats for the live help code. On a webpage RELATIVE to the domain http://www.yourdomain.com/: If this option is selected HTML code will be generated assuming that the HTML is placed on the web page inside http://www.yourdomain.com/ if the HTML is not placed on a page that is inside http://www.yourdomain.com/ the Live help images will be BROKEN. NOTE A common mistake users make is install Live help in a subdomain on their website such as http://help.yourdomain.com/ and then select to generate the RELATIVE code for placing on their site at http://www.yourdomain.com/ this will NOT work as http://help.yourdomain.com/ is not RELATIVE to the domain http://www.yourdomain.com/ On a website OUTSIDE the domain of http://www.yourdomain.com/ : This is the RECOMMENDED choice to Use This option will generate an absolute path to the live help icon and can be placed on ANY WEBPAGE . INCLUDING http://www.yourdomain.com/. On Ebay or in an HTML e-mail message: If this option is selected non-javascript HTML will be generated. This options is for placing the live help icon on pages or e-mail messages where javascript is not allowed. NOTE: No invite options or tracking will work with this generated code. Visitors will have to click on the live help icon to begin a chat. In a Text e-mail message This option will generate a simple link to the live help. No tracking or invite options will work with this code.
3	What format do you want It is recommended that a javascript code is generated as the most features can be used with that format. However, if javascript can not be used such as in e-mail messages or on ebay items you can generate HTML code or links here.
4	Would you like the live help icon to be hidden ? WebEternity gives the option to monitor pages without showing a live help online/offline image. Operators monitoring pages with the hidden icon can invite the visitor to chat.
5	Does the site use Frames? WebEternity gathers the current page information from the page that the html code is placed on. If the site uses a frameset then the information that is needed is actually in the parent frames of the site.. If the site is using Frames then select YES here.
6	Does the site use secure SSL? If the page that this code is generated on also uses a secure HTTPS then select yes here.

6) How to Monitor Live Help traffic and Chat [back to top]

After placing the HTML code for live help on your webpages click on the "Live Help" tab in the admin to start to monitor traffic and wait for chat requests.
NOTE: You do *NOT* need to keep the live help browser window maximized waiting for calls to come in. You can minimize the Live help browser window and do something else on the computer and when a call comes in the window will auto focus and re-maximize to get your attention as well as play a sound.
When a Chat request is made, the browser window will maximize into focus and play a sound.

To activate the chat click on the link that reads activate next to the users name. If another operator answers the request before you you will get a notice that the chat request has been already answered.
After accepting the call a screen such as below will show. You will have tabs for each chat session that is active:



Sections explained:

Section	Description
1	Chatting Users The chatting users is a list of ALL users and operators that are currently chatting. From this screen you can activate, stop and join conversations of chat sessions.
2	Current Visitors The current visitors is a list of the current people visiting the webpages with the live help icon. From this screen you can proactivly invite visitors to chat, View what pages they are visiting and auto invite them to chat. visitors with no invite request have the links "Pop-up Layer" next to their ip address or username. Clicking on "Pop-up" will give the operator a window to send the visitor a pop-up request. However, Most pop-ups these days are blocked so this type of request is supressed… "Layer" invites sends the request in the form of a "layer" image which is not blocked by anti-popup software. The Status of the current visitors can be one of the following: If this icon is shown the visitor has been invited to chat by either a operator or the auto-invite feature. The Visitor has not seen the request yet but WebEternity is attempting to contact them. If this icon is shown the visitor has received the chat request or has requested a chat and is currently viewing the "questions" page If this icon is shown the visitor has closed the invite request or has ended the chat.
3	Chat Controls The chat controls allows you to: Clear the current chat text so that the chat window is cleared. Refresh the page and chat tabs to view new colors for tabs or updat the chat tabs. Option to reset/ clear current non-chat sessions. (Used mostly for sites with heavy traffic and debugging) option to play games while waiting for chat sessions.. Admins can disable this feature in the settings. option to search the web while waiting for chat sessions.. Admins can disable this feature in the settings.
4	Chat Tabs/Sessions The chat tabs allows you to: Open Chat session in a NEW window. Change the color scheme of the chat session Refresh the chat screen to only view this chat channel.
5	Chat Each chat "channel" is noted in this chat screen with a different color background. Operators can chat with multiple different visitors and view all the chat sessions text in this window with each chat having a different color background. Visitors can only see the text that is in their own "channel".
6	Chat options Auto Invite: When this is checked invite requests will be made to visitors based on time online, pages visited , and referer. Alert of Visitors: When this option is checked operators will be alerted when someone new enters the site. Sound Alert If this option is checked a wav sound will play when a chat request is made. If this option is not checked then a javascript alert box will be shown. Auto Focus If this is checked then the chat window will auto focus when the visitors type something in the chat for a reply.