Comprehensive Guide to Resolving Live Chat Display Problems in Smarter Track

Smarter Track administrators may encounter issues where the live chat link on their portal or any custom link on the website appears offline.

a) How do you enable live chats outside of your business hours in Smarter Track?

1. First, log in as an administrator.

2. Then, navigate to Settings and click Configure to select Live Chat.

3. Finally, uncheck the “Disallow new chats outside of business hours” setting in the Options tab.

b) How do you check your default time zone in Smarter Track?

1. First, log into Smarter Track using an administrative account.

2. Then, navigate to Settings, select Configuration, and click Language & Locale.

3. Next, set the default time zone to your current location on the Options tab.

4. Finally, click the “Save” button to save the settings.

c) How do you set your business hours in Smarter Track?

1. First, log into Smarter Track using an administrative account.

2. Then, navigate to Settings and click Manage to select Brands to edit your brand.

3. Finally, select the “Business Hours” tab and ensure they match the days and times you plan to provide live chat services.

d) How do I make sure live chat is enabled for the department in Smarter Track?

1. First, log in with an administrative account.

2. Then, navigate to Settings and click Configuration to select Live Chat.

3. After that, click the “Departments” tab.

4. Next, double-click the desired department to activate live chat.

5. Then, choose the desired role from the New Chat in Portal drop-down list on the Options tab.

6. Finally, click the Save button twice to save the settings.

e) How do I make sure agents are active in chat by using the department dashboard in Smarter Track?

1. First, navigate to the drop-down menu in the upper-right corner of the admin interface to access the department dashboard.

2. Then, find the department and make sure there is an active chat agent.

3. Finally, the Chat Agent column indicates that there is no active chat agent out of the five possible agents, indicating a score of 0/5.

f) How do you make sure agents are active in chat by reviewing the group in Smarter Track?

1. First, navigate to Settings and click Manage to select Groups.

2. Then, double-click the desired group to view it.

3. After that, click the “Agents” tab.

4. Next, double-click the agent username to add live chat to the agent.

5. To enable Live Chat in your agent’s Agent-Group Relationships page, select it and click OK to save the settings.