Help Console

Live Help Setup

Livehelp is the Ashop Commerce free online chat tool.

Connect directly with visitors on your storefront and chat via an easy to use interface. Track which page visitors are on, previous conversations, number of visits and specific browser details.

The first step is to set up the custom details for your Livehelp login and visitor experience. This is found on your Ashop Commerce admin, these changes will affect what your visitors see when being invited, chatting and leaving messages.

Options

Operator - Enter the name of the operator which will display in the chat window to your customer. For example; sales
Enable Live Help - Places the live help button on your storefront in a column box.
locate Live Help button to Left or Right column - Tick one of these boxes and then go to the layout menu and select columns editor. You must choose where to locate your livehelp button in your columns.
Department Name - This name will appear to visitors when requesting to chat, e.g. sales or support
Welcome Message - This will appear automatically as the first message on the chat window when you engage with the visitor
Goodbye Message - This will appear automatically to the visitor when you stop the chat. It will appear in their chat window.
Offline Messages - This text will show inside a pop up box which will appear to the visitor when they request a chat when you are offline. The box also includes a field for the visitors email address and note which will be emailed to your address you enter in the admin just next to the offline message.
Online Image - This is the active button which appears in your storefront for visitors to click to request a chat, your status can be changed via the live help application.
Offline Image - This is the inactive button which appears in your storefront to show you are currently unavailable for chat, your status can be changed via the live help application.
Occupied Image - This is the busy or occupied button which appears in your storefront to show you are currently busy, your status can be changed via the live help application.
Live Help Window Image - This image appears on the chat message box. It is possibly your company logo for branding or a picture of a person typing.
Canned Answers - Enter standard responses to customers which you can quickly select from a drop down menu when chatting.

Click save at the base of the page to apply any changes made.

Ashop admin Livehelp Settings

Click to download desktop application for Windows (Optional). Not available for Mac users. Please launch the web version.
Livehelp can be opened using a web browser as well as an installed software. Click the link in your admin panel to download and install the livehelp software. Using this version alows the Operator admin to be reduced to a small icon in your computers task bar. Minimising to the task bar will hide the admin so it's not in your way, but still allow any incoming chats to alert you.

Once the application has been downloaded, click to install it. You may be prompted to update your system and install the .net framework 2.0. Please follow the prompts to Microsoft and choose the x86 version for installation.

Once the software has been successfully installed, you need to enter your store ID. This would have been supplied in the Ashop Commerce welcome email when you signed up. Alternatively, this is the first group of numbers in your store admin URL. for example, the store ID for https://stcp3267-59.ashop.com.au/admin is 3267.

You can now start the application by entering in your standard store login details.

Livehelp Login page