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Customization & Use
Standard features and instructions
What is the "Consultant answer rate"?
The consultant answer rate is displayed in the dashboard as visible below: Simply put, this figure illustrates what percentage of callbacks your consultants were able to respond to.
What is "rate limiting"?
For security reasons, by default, we limit the number of possible call back request from one user to 2 requests per hour. rate limiting So if you've tested LiveCall and requested more than two calls don't be surprised that you'll see the screen "All our consultants are not available". This setting can only be altered by the LiveCall team. If you want to change th
What is the "Lead Response Time"?
The lead response time is the figure that tells you how long your consultant was waiting for the lead to answer their phone. It can be found in the Dashboard next to other figures (see below).
Why should I verify my Caller ID?
What is a Caller ID? A caller ID is the number your leads see on their phone when they receive a callback from you. What happens if you don't verify your Caller ID? International clients are automatically assigned a Polish number (LiveCall is established in Poland) that is displayed to leads every time they request a callback via LiveCall on your website. Often times leads are confused with a foreign number calling them. Moreover, the lead's attempts to call this number back will be unsucc
What is the "Customer answer rate"?
The customer answer rate, visible in the Dashboard as below, tells you about what percentage of the requested calls from your website have been answered by the visitor who requested them. Reasons for this metric having a low score could be: the phone number did not belong to the person who visited your website the visitor was "just checking".
I installed the script but my widget is not working - troubleshooting
If you have successfully installed the script, but you can't see the widget on your page, this could be for a number of reasons. Make sure to check the following: The consultants have their working hours saved When adding a user, the working hours are automatically set to 9:00 AM - 5:00 PM. If no consultants are available at a given time, the widget will not display on your website, unless you set it to show in scheduling mode in Targeting >> Behavior >> Advanced settings(https://app.livec
Widget's Design - customize Appearance
If you want to change how your widget looks or where it is placed on your website, this is the section you should explore. Standard settings Appearance section Here, you can choose the left or right side of the page for your widget. If you would like to change the engagement text of the widget, this can also be done here. What's more is that you can *
What countries does LiveCall support?
Here is a list of all the countries you can connect to via LiveCall (alphabetical order): List of countries supported by LiveCall
Does the call limit refer to a submitted phone number or a call?
We only charge for executed calls, and that is only if they are successful. We use a threshhold of 5 seconds call duration to classify a call as a successful one. So any unsuccessful calls, or calls shorter than 5 seconds, are not included in your calls count.
Widget's Design - (very) basic settings
Basic widget settings The first thing you should indicate when setting up your widget is the name, language and country. The widget name will be useful for targeting purposes if you have more than one widget saved - once you define your target group you can connect the widget to it by selecting its name. Depending on why you need different widgets, you can name
Excluding the LiveCall widget from certain pages
Would you like your widget to display on all pages in your domain except for some? In Targeting you can select on which URLs you want to show the widget, either through defining the criteria for enabling or disbaling the widget. The rules for enabling/disabling the widget on specific URLs can be set as below: !(https://storage.crisp.chat/users/helpdesk/websi
How do I insert a dropdown list of consultants on my pop-up?
Would you like to distinguish between sales calls and support calls coming from the widget? Or maybe you have specialised departments and you want to make sure that the call reaches the relevant department? If so, you can give your visitors the choice to pick the consultant/team to be dialed. Go to Targeting >> Edit target group >> Behavior >> Allow visitors to select from a dropdown list. You can also change the text on the placeholder (the button that releases the dropdown list). Go to the
Who covers the cost of the calls?
One of the best things about a LiveCall subscription is that, apart from the apparent benefits of a short lead response time, the cost of the international calls is included in your subscription fee. Neither you nor your leads have to worry about paying additional charges for the calls! To see the list of countries which LiveCall can connect you to, click here.
How can I change the moment when the widget appears on my website?
You can adjust the behaviour of the widget to your liking. By operating with the three elements of the widget: 1) the bubble, 2) the textbox, and 3) the pop-up, you can choose which of the elements you want to display and under which conditions. You can, for example, display these elements on load, after a certain time, not display them at all, or show them when the visitor intends to exit the website (when his cursor is headed towards the top of the page). One of the recommended configuration
What is the Privacy Question?
This section can be helpful for GDPR compliance. For more tips on how to set up your LiveCall widget in accordance with the GDPR read our article Using LiveCall in accordance with the GDPR. In the Privacy question section you can add additional text in your pop-up. It can be a question with a checkbox (e.g. for expressing consent for data processing), or plain text (e.g. information clause). If you use the checkbox you can dec
How to change the positioning of the LiveCall widget on my page?
If you would like to change the widget placement on your website, you can choose to place it on the left side instead of the right . Learn how to do this here: Widget's Design - customize Appearance. If you want to specify further where the widget is supposed to be located, please shoot us a message on the chat or at email@example.com.
On how many pages can I install the widget?
Using one (paid) account you have no limitations as to the number of domains that you can install the LiveCall script on. You can also create multiple widgets for each domain. After you have successfully installed the code on your pages, you can mix and match the URLs with the widgets and consultants in the Targeting section.
Why is my voicemail triggering callbacks?
One of the more important things you need to bear in mind when setting up your LiveCall widget is to check whether you have an answering machine active. If you do, when you reject an incoming callback and your voicemail is activated, the software will treat this as an answer to the call request and so it will dial your visitor. In order to prevent this from happening, go to Users, edit the user who has voicemail active, and check the "This number is a queue" checkbox (see below). ![This numb
How to change the text on my widgets/pop-ups?
It is possible to insert your own text into the widget to have a unique CTA on your website. You can learn about changing the texts by reading Widget's Design - customize Appearance.
How to plan upcoming holidays with LiveCall
Whether you're planning summer holidays or a winter break in your office, you may want to disable the callback option from the widget. You can do this globally for the entire company, or locally for specific users. Setting holidays for the entire company If you want to display the widget in scheduling mode for the duration of your absense, you can do this in Settings >> Working hours >> Add holiday >> Pick the dates and save. Your customers will be able to see the widget on your page and sch
How to change the language of my widget?
You can change your widget's language, as well as the default country code, in the Widgets' Design section. Learn more about this from this article: Widget's Design - (very) basic settings