Implementing LiveEngage for Proactive Chat Windows

The LiveEngage Tag

The following tag is used to set up LiveEngage for Proactive Chat Windows. The tag should be embedded on the Web page right after the LivePerson monitor tag and before the </body> tag. The monitor tag must be embedded on the web page in order for LiveEngage to work.

<!-- BEGIN LiveEngage  --> <script language="JavaScript1.2"> lpEngageSeconds = Timing;   // seconds before chat window opens lpNumber = Account;                   // Account number lpCV="&SESSIONVAR!Call=LiveEngageWindow"          // skills and custom variables </script>  <script src='http://server.iad.liveperson.net/hcp/html/liveengage2.js '></script> <!-- End LiveEngage  -->

For example to activate LiveEngage after 10 seconds on site with the LivePerson account 12345678, replace Timing with 10 and Account with 12345678.

Best Practices for Proactive Chat Windows

Proactive Chat Windows are not suitable for all Web sites. Some visitors may perceive it as too direct, in this case you might want to consider Proactive Chat Invitations.

In order to successfully engage your visitors with Proactive Chat Windows, we highly recommend you customize the system message which is displayed when the chat window opens. To customize this system message, go to:

Admin Center > Messages > System Messages

and customize the message "Routing chat to an operator".

For example:

"Welcome to FinerWine.com! My name is Harold and I am a Live Representative here to help you answer your questions."

After LiveEngage has sent the Proactive Chat Window, we recommend you also immediately send a custom message to engage your visitor into a conversation. Click here to see an example

When is the Proactive Chat Window sent?

LiveEngage will send the chat Invitation only if :

• The visitor has not previously chatted with you on that page OR
• The visitor has not refused an invitation (clicked on the close button) during the same visit
• At least one operator is online

Note: Visitors using a pop up blocker might not see the proactive chat windows. Pop up blockers do not affect Proactive Chat Invitations

How do I know someone requested to chat through LiveEngage?

The LiveEngage tag include a custom variable (lpCV="&SESSIONVAR!Call=LiveEngageWindow") which enables you to identify when a call has originated from LiveEngage. In the info tab you will see:

Note: you can send additional Custom Variables with LiveEngage.

Reporting on chats from LiveEngage

You can easily report on all the chats you had with LiveEngage using the "Transcript" feature in the admin area. Use the following parameters to generate a list of your LiveEngage chats:

Custom Variable: Call
Specified value of Custom Variable: LiveEngageWindow

Using LiveEngage on a secured page (SSL)

If you would like to use LiveEngage on a secured web page, you must add an "s" to the URL in order to avoid any security warning on the page:

<!-- BEGIN LiveEngage  --> <script language="JavaScript1.2"> lpEngageSeconds =Timing;   // seconds before chat window opens lpNumber = Account;                   // Account number lpCV="&SESSIONVAR!Call=LiveEngageWindow"        // skills and custom variables </script>  <script src='https://server.iad.liveperson.net/hcp/html/liveengage2.js '></script> <!-- End LiveEngage  -->