The SightMax Operator Console is the control center for the operator. Technologically advanced, the SightMax operator console transmits chat data in real-time, is incredibly simple for operators to use and contains countless operator tools to make real-time chatting and real-time monitoring a breeze. The SightMax Operator Console also contains robust remoting features, which enables you to use SightMax anywhere in the world, just as if you were in your office. You can even use it on an Apple MAC using Parallels or Fusion virtual machines.

Completely new chat window, which floats on the page, never getting blocked by popup blockers. The new window scrolls up and down the page, with the page. Operators can “force” a chat at any time (it never gets blocked by pop-up blockers because it’s not a popup), and the window gracefully slides up in front of the visitor.

Also check our newest Inline Chat Window:

The Operators can have unlimited chats at the same time without any restrictions.

The White Label, or the White Box removes the small “Powered by SightMax” text link from the beginning of the chat (in the chat window).

The White Box option now includes co-branding in the operator console with your own logo. If you purchased our White Box option, your operators will now see your logo on the operator login screen, the account name in the title bar and your logo in the “About” box. If you don’t own the white box option, contact our sales team and it can be added to your system.

Without White Label With the White Label option:

The SightMax Installable Server can be used on unlimited websites and you can also have unlimited departments.

The license only restricts the number of concurrent Operator logins, meaning how many Operators can be logged in at one time.

The SightMax Installable Server enables you to unlimited Queues, or Departments.

The license only restricts the number of concurrent Operator logins, meaning how many Operators can be logged in at one time.

Operators can quickly and easily transfer chats to other operators, cross queue AND cross-site.

Cross Queue/Domain Transfer – A great feature! This allows for your operators to transfer chat sessions from one queue to another or even from one website (domain) to another website at the click of a button! Optionally, customer history can go with the chat session transfer.

Your Operators will be able to transfer the chats from Sales to Support, or Financial Aid to Admissions, it’s entirely up to you.

Operators can transfer chats from one website to another.

Any Operator can have permissions to multiple departments, or websites and they can easily transfer the chats from one website to another, even if they don’t have permissions to the other website.

This feature adds the ability to push the visitor to pages within the site, even when they are not “engaged” in a live chat.

When the Operator will PUSH the Visitor to another webpage, a new window will open in their browser without their action. It is extremely useful to assist the customer with the website navigation, or push them to a specific webpage.

You can use the Push feature to send the Visitor, or the Customer to another page manually, or you can setup automatic business rules that will push the Visitors automatically, based on predefined triggers.

Amazing feature!

Gives the Operator the ability to start a chat with the Visitor, without any chat invites, or interaction from the Visitor.

Start a new chat with any Visitor on your website with just one click!

Peek Messaging – Spy on visitor typing in real-time

This awesome feature allows Operators to get a head start on their answers while in chat by letting them view each and every character that the visitor types in real-time…before it’s actually sent! Operators can prepare responses as visitors’ type, which saves valuable time.

New! Enhanced Historical Chat History – With the power of our creative data mining development processes the historical chat history data feature has been a greatly enhanced with fantastic new searching capabilities.

You can now search by chat name, email address, terms contained in the body of chat sessions, chat tags or on any combination of the search fields, for example: You wish to search for chat name, “Eric”, with an email address of sales@sightmax.com; search term of “iPhone™”; date range of June 1, 2010 through June 9, 2010. SightMax will then begin the search, bringing up chats that match the exact criteria entered.

Any Operator can join any chat at any time.

You can have multiple Operators chatting with the same visitor.

If a supervisor sees that another operator or visitor is having difficulty or needing management assistance, they are a “right click” away. Additionally, trainees can be monitored and coached through chats by experienced operators via the “coaching” mode.

Coaches are directly linked to the chat and can give help behind the scenes as needed during the session.

Functionality like this makes for a positive seamless chat transaction for the website visitor.

Need to ban a visitor that came to your site from a referring URL, or that is using offensive language?

You can easily block their ability to start a new chat with the click of a mouse.

The Operator can either ban Visitors from chatting, or you can create automated business rules that will automatically ban the Visitors based on predefined triggers.

A banned Visitor won’t be able to see the inline chat window on the website.

An Operator with Admin rights can take over a chat and make it private, so the other Operators won’t be able to read the chat.

Only the Operators with specific permissions will be able to read private/locked chats.

Operators can now view other ongoing chats from their Queues, or Websites.

This ability can also be restricted and managed through the Operator Group Abilities.

Google Powered Language Translation

Our SmartChat, on-the-fly language translation, “Powered by Google”, enables operators and visitors to deftly chat in their native language simultaneously… bridging the language barrier. How? SightMax immediately detects the visitor’s and operator’s languages, translating the response language for fast, efficient communication. Supported conversions include (52 total): Spanish, French, Italian, Portuguese, German, Russian, Chinese, Arabic and Japanese.

New! Salesforce™ Ready
• Full Salesforce Enterprise integration
• Gives the Operator the ability to add the ended chat into Salesforce
• Add/Modify the Visitor information in Salesforce
• Has the ability to create, search and retrieve the Accounts, Contacts and Cases from Salesforce

New! Zendesk™ Ready

• Create Tickets from Live Chat sessions, lookup existing tickets all at the press of a button.

• Fully integrated with the Zendesk Support ticketing system, you can capture all chats requests and offline responses and forward them to your Zendesk help desk

account, keeping all the chat history and support tickets in one place

• Operators can also create tickets for any visitor even if they are not in a chat.

• Operators can specify their Zendesk login information in the Operator Console and Administrators can specify the Zendesk authentication information in the SightMax Admin Console

Setup instructions:
-SightMax Admin Console > Sites > right click on your Site > Modify > Add your zendesk url (Ex.: http://sightmaxlivechat.zendesk.com) and Add your zendesk username and password > Save
-In the Operator Console > Settings > Options > Configurations > Zendesk Login > enter your Zendesk username and password > Save.

How to create tickets
-right click on any Visitor to see the Zendesk options
-right click on any active chat to see the Zendesk options
-if a Customer had a previous chat and they used their email address and they are also using their email address in the current chat, then click on the Zendesk tab right next to the Chat History. You will see all their support tickets in one place.
-click on the Zendesk button in the toolbar (left upper side) to create support tickets and manually enter the information

New! Twitter™ Integration
• Write tweets directly from the Operator Console
• Ability to Retweet posts
• Answer customer questions on your company Twitter feed directly from the Operator Console
• Live Twitter Stats activity (mentions)

New! Social Media Enabled with Full Facebook™ Integration (Live feed)
• Create Facebook events
• Add posts and comments to your company Facebook wall directly from the Operator Console
• Answer customer questions on your company Facebook wall directly from the Operator Console
• “More” button to view older posts
• Viewable Wall and pages available

There are two ways in which operators can use the built-in spell check feature when composing a message in a chat session.

1. When a word is spelled incorrectly, it is immediately underlined in red. You can right click on the word in question to view spelling suggestions, ignore the misspelling and even add the word to your personal dictionary.

2. Instead of correcting your typo’s as you are still typing, you may wait until you are finished. By clicking the ‘Spell Check’ button when you are finished typing, it will check for misspellings in the entire text you are about to send. After spell check is complete, simply click the ‘Send’ button to send the text.

Also you can setup Spelling options that will enhance the spelling capabilities further. If you click on Options, you will be able to view all the “Spelling Options”: view the image below:

Account Administrators can create account wide canned responses. These canned responses will be available for all operators to view and use, but only account administrators can add and edit canned responses created at the account level.

NOTE: Operators can add and edit their own personal canned responses as well as using account wide responses.

Adding an Account Wide Canned Response:
Right click on the ‘Canned Responses’ heading under an account you have setup then click ‘Add Response’.
Next, enter your ‘Canned Response Name’ and ‘Canned Response Text’ and then click the ‘Add’ button to continue.

Editing an Account Wide Canned Response:
Click on the Canned Responses heading in the System Items pane to show a list of all the canned responses in the right pane. Simply right click on each canned response and select rename response, modify response or delete response.

Operator Group Abilities (permissions)

Control everything each operator can do and access. With our Operator Abilities feature, you control precisely what features and functions EACH operator has the ability to use. You can even setup profiles, which is a group of operator abilities, that you can assign to your operators.

Additional Features
Gives the SightMax Admin the ability to create Group Levels and assign special abilities and/or Restrictions

Chat abilities:
Join chat, Accept New Chats, View Non-participating Chats, Send link, Coach Chats, Lock Chat, Push Page, Transfer chatSession abilities: Co browse, Release Visitor Ban, Send Invites, Virtual Earth, Ban Visitors, Send Text Invites, Lockup Session Chats

Operator Abilities: Manage Business Rules, Retrieve Reports, View Private Chats, use Twitter, Login to Salesforce, Perform Chat history search, Login to Facebook, Login to Zendesk.

The SightMax Operator Console is the control center for the operator. Technologically advanced, the SightMax operator console transmits chat data in real-time, is incredibly simple for operators to use and contains countless operator tools to make real-time chatting and real-time monitoring a breeze. The SightMax Operator Console also contains robust remoting features, which enables you to use SightMax anywhere in the world, just as if you were in your office. You can even use it on an Apple MAC using Parallels or Fusion virtual machines.

Operators can send instant messages to other SightMax operators. Simply double click or right click on any operator that is online and select ‘Send an IM to…’ You can do this from both the Operators Pane and Chats Pane.

You can click on the instant message (IM) window notification to get focus on the corresponding IM session.

IM History
There are two ways in which you can view a history of your IM sessions with another operator:
1. Operators that are offline: Right click on an operator that is set to ‘Offline’ and select ‘Get IM history with …’ or simply double click on the operator name. Click the ‘History’ tab and then the ‘Get History’ button. The history includes the date, start, end time and complete transcript of all IM sessions you have had with the operator you are in an IM session with.

2. Operators that are online: Right click on an operator that is ‘Online’ and select ‘Send an IM to …’ or simply double click the operator name. Click the ‘History’ tab and then the ‘Get History’ button. The history includes the date, start, end time and complete transcript of all IM sessions you have had with the operator you are in an IM session with.

Spell Check Configuration (for IM Sessions)
You can configure the spell check option to automatically check for spelling errors before sending an IM chat segment.Go to ‘Tools’ / ‘Options’ / ‘Configuration Tab’.

Simply check ‘Spell Check before sending IM segments’.

Click ‘Ok’ to save your changes.

Click the ‘Virtual Earth’ tab to view a true satellite view of your visitors reported location while they are browsing on your website. For complete details on using all the features of Microsoft Virtual Earth visit local.live.com

The SightMax Operator Console is the control center for the operator. Technologically advanced, the SightMax operator console transmits chat data in real-time, is incredibly simple for operators to use and contains countless operator tools to make real-time chatting and real-time monitoring a breeze. The SightMax Operator Console also contains robust remoting features, which enables you to use SightMax anywhere in the world, just as if you were in your office. You can even use it on an Apple MAC using Parallels or Fusion virtual machines.

Our software captures a plethora of information about your visitors. Use traffic source information to sharpen your AdWord Campaign strategy or revisit statistical data to know how many operators you need working the night shift next week.

All of this data and more is available to you at anytime.

SightMax Click to Call without the rates.

You can offer a Click to Call option to your Visitors. Try it – click on the Click to Call button icon below and we’ll call you:

The SightMax Enterprise has an advanced Operator Group Ability where you can enable, or restrict the Operator’s ability to view the other Operators from the other departments, or Queues, or just see the other Operators with Admin rights.

You can restrict the Operator’s viewing to:
-Admins & Queue Peers
-Admin Only

This gives the Operator the ability to see their previous ended chats.

If a chat request is not answered in the allotted time, the chat request will timeout and the Visitor will be directed to the Offline Survey, where they can leave an offline message (delivered to the Queue email address).

The chat request timeout value can easily be managed per Queue.

During a live chat session and based on the first few characters typed by the Operator, a listing of common responses used in previous chats will pop up and the Operator will select the appropriate response. This will speed up the Operator’s response time and increase the Operator’s ability to handle more concurrent chats. Consider this a real-time dynamic Canned Response Engine.

In the example below, the Visitor asked how to customize the chat window background image. The Operator typed the word custom and the HyperChat Engine showed several common responses used in previous chats.

You can disable the HyperChat Engine from the Operator Console > Settings > Options:

Click the ‘Co-Browse’ tab to view each page that visitors are currently browsing in real time. This is invaluable when a customer has a question about a particular page’s contents and is extremely useful if you want to guide a customer through to specific pages and information.

Business Rules, Actions & Triggers

Have a returning visitor to your website that’s had a previous chat? Need to ban a visitor that came to your site from a referring URL? With our automated Business Rules you can easily create multiple rules that take “action” on visitors. SightMax boasts over 20 different triggers, with nine different actions. We’ve even provided powerful scripting elements that can be placed into automated emails.

100% Secure Chats via your SSL.

SSL (secure socket layer) protocol and encryption assure that 100% of your conversations are absolutely secure.

The SightMax Operator Console is the control center for the operator. Technologically advanced, the SightMax operator console transmits chat data in real-time, is incredibly simple for operators to use and contains countless operator tools to make real-time chatting and real-time monitoring a breeze. The SightMax Operator Console also contains robust remoting features, which enables you to use SightMax anywhere in the world, just as if you were in your office. You can even use it on an Apple MAC using Parallels or Fusion virtual machines.

The SightMax Operator Console is the control center for the operator. Technologically advanced, the SightMax operator console transmits chat data in real-time, is incredibly simple for operators to use and contains countless operator tools to make real-time chatting and real-time monitoring a breeze. The SightMax Operator Console also contains robust remoting features, which enables you to use SightMax anywhere in the world, just as if you were in your office. You can even use it on an Apple MAC using Parallels or Fusion virtual machines.

Completely new chat window, which floats on the page, never getting blocked by popup blockers. The new window scrolls up and down the page, with the page. Operators can “force” a chat at any time (it never gets blocked by pop-up blockers because it’s not a popup), and the window gracefully slides up in front of the visitor.

The Operators can have unlimited chats at the same time without any restrictions.

The White Label, or the White Box removes the small “Powered by SightMax” text link from the beginning of the chat (in the chat window).

The White Box option now includes co-branding in the operator console with your own logo. If you purchased our White Box option, your operators will now see your logo on the operator login screen, the account name in the title bar and your logo in the “About” box. If you don’t own the white box option, contact our sales team and it can be added to your system.

Without White Label                                             With the White Label option:

The SightMax Installable Server can be used on unlimited websites and you can also have unlimited departments.

The license only restricts the number of concurrent Operator logins, meaning how many Operators can be logged in at one time.

The SightMax Installable Server enables you to unlimited Queues, or Departments.

The license only restricts the number of concurrent Operator logins, meaning how many Operators can be logged in at one time.

Operators can quickly and easily transfer chats to other operators, cross queue AND cross-site.

Cross Queue/Domain Transfer – A great feature! This allows for your operators to transfer chat sessions from one queue to another or even from one website (domain) to another website at the click of a button! Optionally, customer history can go with the chat session transfer.

Your Operators will be able to transfer the chats from Sales to Support, or Financial Aid to Admissions, it’s entirely up to you.

Operators can transfer chats from one website to another.

Any Operator can have permissions to multiple departments, or websites and they can easily transfer the chats from one website to another, even if they don’t have permissions to the other website.

This feature adds the ability to push the visitor to pages within the site, even when they are not “engaged” in a live chat.

When the Operator will PUSH the Visitor to another webpage, a new window will open in their browser without their action. It is extremely useful to assist the customer with the website navigation, or push them to a specific webpage.

You can use the Push feature to send the Visitor, or the Customer to another page manually, or you can setup automatic business rules that will push the Visitors automatically, based on predefined triggers.

Peek Messaging – Spy on visitor typing in real-time

This awesome feature allows Operators to get a head start on their answers while in chat by letting them view each and every character that the visitor types in real-time…before it’s actually sent! Operators can prepare responses as visitors’ type, which saves valuable time.

New! Enhanced Historical Chat History – With the power of our creative data mining development processes the historical chat history data feature has been a greatly enhanced with fantastic new searching capabilities.

You can now search by chat name, email address, terms contained in the body of chat sessions, chat tags or on any combination of the search fields, for example: You wish to search for chat name, “Eric”, with an email address of sales@sightmax.com; search term of “iPhone™”; date range of June 1, 2010 through June 9, 2010. SightMax will then begin the search, bringing up chats that match the exact criteria entered.

Any Operator can join any chat at any time.

You can have multiple Operators chatting with the same visitor.

If a supervisor sees that another operator or visitor is having difficulty or needing management assistance, they are a “right click” away. Additionally, trainees can be monitored and coached through chats by experienced operators via the “coaching” mode.

Coaches are directly linked to the chat and can give help behind the scenes as needed during the session.

Functionality like this makes for a positive seamless chat transaction for the website visitor.

Need to ban a visitor that came to your site from a referring URL, or that is using offensive language?

You can easily block their ability to start a new chat with the click of a mouse.

The Operator can either ban Visitors from chatting, or you can create automated business rules that will automatically ban the Visitors based on predefined triggers.

A banned Visitor won’t be able to see the inline chat window on the website.

Operators can now view other ongoing chats from their Queues, or Websites.

This ability can also be restricted and managed through the Operator Group Abilities.

Google Powered Language Translation

Our SmartChat, on-the-fly language translation, “Powered by Google”, enables operators and visitors to deftly chat in their native language simultaneously… bridging the language barrier. How? SightMax immediately detects the visitor’s and operator’s languages, translating the response language for fast, efficient communication. Supported conversions include (52 total): Spanish, French, Italian, Portuguese, German, Russian, Chinese, Arabic and Japanese.

New! Salesforce™ Ready
• Full Salesforce Enterprise integration
• Gives the Operator the ability to add the ended chat into Salesforce
• Add/Modify the Visitor information in Salesforce
• Has the ability to create, search and retrieve the Accounts, Contacts and Cases from Salesforce

New! Zendesk™ Ready

• Create Tickets from Live Chat sessions, lookup existing tickets all at the press of a button.

• Fully integrated with the Zendesk Support ticketing system, you can capture all chats requests and offline responses and forward them to your Zendesk help desk

account, keeping all the chat history and support tickets in one place

• Operators can also create tickets for any visitor even if they are not in a chat.

• Operators can specify their Zendesk login information in the Operator Console and Administrators can specify the Zendesk authentication information in the SightMax Admin Console

Setup instructions:
-SightMax Admin Console > Sites > right click on your Site > Modify > Add your zendesk url (Ex.: http://sightmaxlivechat.zendesk.com) and Add your zendesk username and password > Save
-In the Operator Console > Settings > Options > Configurations > Zendesk Login > enter your Zendesk username and password > Save.

How to create tickets
-right click on any Visitor to see the Zendesk options
-right click on any active chat to see the Zendesk options
-if a Customer had a previous chat and they used their email address and they are also using their email address in the current chat, then click on the Zendesk tab right next to the Chat History. You will see all their support tickets in one place.
-click on the Zendesk button in the toolbar (left upper side) to create support tickets and manually enter the information

There are two ways in which operators can use the built-in spell check feature when composing a message in a chat session.

1. When a word is spelled incorrectly, it is immediately underlined in red. You can right click on the word in question to view spelling suggestions, ignore the misspelling and even add the word to your personal dictionary.

2. Instead of correcting your typo’s as you are still typing, you may wait until you are finished. By clicking the ‘Spell Check’ button when you are finished typing, it will check for misspellings in the entire text you are about to send. After spell check is complete, simply click the ‘Send’ button to send the text.

Also you can setup Spelling options that will enhance the spelling capabilities further. If you click on Options, you will be able to view all the “Spelling Options”: view the image below:

Account Administrators can create account wide canned responses. These canned responses will be available for all operators to view and use, but only account administrators can add and edit canned responses created at the account level.

NOTE: Operators can add and edit their own personal canned responses as well as using account wide responses.

Adding an Account Wide Canned Response:
Right click on the ‘Canned Responses’ heading under an account you have setup then click ‘Add Response’.
Next, enter your ‘Canned Response Name’ and ‘Canned Response Text’ and then click the ‘Add’ button to continue.

Editing an Account Wide Canned Response:
Click on the Canned Responses heading in the System Items pane to show a list of all the canned responses in the right pane. Simply right click on each canned response and select rename response, modify response or delete response.

Operator Group Abilities (permissions)

Control everything each operator can do and access. With our Operator Abilities feature, you control precisely what features and functions EACH operator has the ability to use. You can even setup profiles, which is a group of operator abilities, that you can assign to your operators.

Additional Features
Gives the SightMax Admin the ability to create Group Levels and assign special abilities and/or Restrictions

Chat abilities:
Join chat, Accept New Chats, View Non-participating Chats, Send link, Coach Chats, Lock Chat, Push Page, Transfer chatSession abilities: Co browse, Release Visitor Ban, Send Invites, Virtual Earth, Ban Visitors, Send Text Invites, Lockup Session Chats

Operator Abilities: Manage Business Rules, Retrieve Reports, View Private Chats, use Twitter, Login to Salesforce, Perform Chat history search, Login to Facebook, Login to Zendesk.

The SightMax Operator Console is the control center for the operator. Technologically advanced, the SightMax operator console transmits chat data in real-time, is incredibly simple for operators to use and contains countless operator tools to make real-time chatting and real-time monitoring a breeze. The SightMax Operator Console also contains robust remoting features, which enables you to use SightMax anywhere in the world, just as if you were in your office. You can even use it on an Apple MAC using Parallels or Fusion virtual machines.

Operators can send instant messages to other SightMax operators. Simply double click or right click on any operator that is online and select ‘Send an IM to…’ You can do this from both the Operators Pane and Chats Pane.

You can click on the instant message (IM) window notification to get focus on the corresponding IM session.

IM History
There are two ways in which you can view a history of your IM sessions with another operator:
1. Operators that are offline: Right click on an operator that is set to ‘Offline’ and select ‘Get IM history with …’ or simply double click on the operator name. Click the ‘History’ tab and then the ‘Get History’ button. The history includes the date, start, end time and complete transcript of all IM sessions you have had with the operator you are in an IM session with.

2. Operators that are online: Right click on an operator that is ‘Online’ and select ‘Send an IM to …’ or simply double click the operator name. Click the ‘History’ tab and then the ‘Get History’ button. The history includes the date, start, end time and complete transcript of all IM sessions you have had with the operator you are in an IM session with.

Spell Check Configuration (for IM Sessions)
You can configure the spell check option to automatically check for spelling errors before sending an IM chat segment.Go to ‘Tools’ / ‘Options’ / ‘Configuration Tab’.

Simply check ‘Spell Check before sending IM segments’.

Click ‘Ok’ to save your changes.

Click the ‘Virtual Earth’ tab to view a true satellite view of your visitors reported location while they are browsing on your website. For complete details on using all the features of Microsoft Virtual Earth visit local.live.com 

The SightMax Operator Console is the control center for the operator. Technologically advanced, the SightMax operator console transmits chat data in real-time, is incredibly simple for operators to use and contains countless operator tools to make real-time chatting and real-time monitoring a breeze. The SightMax Operator Console also contains robust remoting features, which enables you to use SightMax anywhere in the world, just as if you were in your office. You can even use it on an Apple MAC using Parallels or Fusion virtual machines.

SightMax Click to Call without the rates.

You can offer a Click to Call option to your Visitors. Try it – click on the Click to Call button icon below and we’ll call you:

This gives the Operator the ability to see their previous ended chats.

If a chat request is not answered in the allotted time, the chat request will timeout and the Visitor will be directed to the Offline Survey, where they can leave an offline message (delivered to the Queue email address).

The chat request timeout value can easily be managed per Queue.

During a live chat session and based on the first few characters typed by the Operator, a listing of common responses used in previous chats will pop up and the Operator will select the appropriate response. This will speed up the Operator’s response time and increase the Operator’s ability to handle more concurrent chats. Consider this a real-time dynamic Canned Response Engine.

In the example below, the Visitor asked how to customize the chat window background image. The Operator typed the word custom and the HyperChat Engine showed several common responses used in previous chats.

You can disable the HyperChat Engine from the Operator Console > Settings > Options:

Click the ‘Co-Browse’ tab to view each page that visitors are currently browsing in real time. This is invaluable when a customer has a question about a particular page’s contents and is extremely useful if you want to guide a customer through to specific pages and information.

Business Rules, Actions & Triggers

Have a returning visitor to your website that’s had a previous chat? Need to ban a visitor that came to your site from a referring URL? With our automated Business Rules you can easily create multiple rules that take “action” on visitors. SightMax boasts over 20 different triggers, with nine different actions. We’ve even provided powerful scripting elements that can be placed into automated emails.

100% Secure Chats via your SSL.

SSL (secure socket layer) protocol and encryption assure that 100% of your conversations are absolutely secure.

The SightMax Operator Console is the control center for the operator. Technologically advanced, the SightMax operator console transmits chat data in real-time, is incredibly simple for operators to use and contains countless operator tools to make real-time chatting and real-time monitoring a breeze. The SightMax Operator Console also contains robust remoting features, which enables you to use SightMax anywhere in the world, just as if you were in your office. You can even use it on an Apple MAC using Parallels or Fusion virtual machines.

The SightMax Operator Console is the control center for the operator. Technologically advanced, the SightMax operator console transmits chat data in real-time, is incredibly simple for operators to use and contains countless operator tools to make real-time chatting and real-time monitoring a breeze. The SightMax Operator Console also contains robust remoting features, which enables you to use SightMax anywhere in the world, just as if you were in your office. You can even use it on an Apple MAC using Parallels or Fusion virtual machines.

Completely new chat window, which floats on the page, never getting blocked by popup blockers. The new window scrolls up and down the page, with the page. Operators can “force” a chat at any time (it never gets blocked by pop-up blockers because it’s not a popup), and the window gracefully slides up in front of the visitor.

Also check our newest Inline Chat Window:

The Operators can have unlimited chats at the same time without any restrictions.

The White Label, or the White Box removes the small “Powered by SightMax” text link from the beginning of the chat (in the chat window).

The White Box option now includes co-branding in the operator console with your own logo. If you purchased our White Box option, your operators will now see your logo on the operator login screen, the account name in the title bar and your logo in the “About” box. If you don’t own the white box option, contact our sales team and it can be added to your system.

Without White Label                                             With the White Label option:

The SightMax Installable Server can be used on unlimited websites and you can also have unlimited departments.

The license only restricts the number of concurrent Operator logins, meaning how many Operators can be logged in at one time.

The SightMax Installable Server enables you to unlimited Queues, or Departments.

The license only restricts the number of concurrent Operator logins, meaning how many Operators can be logged in at one time.

Operators can quickly and easily transfer chats to other operators, cross queue AND cross-site.

Cross Queue/Domain Transfer – A great feature! This allows for your operators to transfer chat sessions from one queue to another or even from one website (domain) to another website at the click of a button! Optionally, customer history can go with the chat session transfer.

Your Operators will be able to transfer the chats from Sales to Support, or Financial Aid to Admissions, it’s entirely up to you.

Operators can transfer chats from one website to another.

Any Operator can have permissions to multiple departments, or websites and they can easily transfer the chats from one website to another, even if they don’t have permissions to the other website.

This feature adds the ability to push the visitor to pages within the site, even when they are not “engaged” in a live chat.

When the Operator will PUSH the Visitor to another webpage, a new window will open in their browser without their action. It is extremely useful to assist the customer with the website navigation, or push them to a specific webpage.

You can use the Push feature to send the Visitor, or the Customer to another page manually, or you can setup automatic business rules that will push the Visitors automatically, based on predefined triggers.

Amazing feature!

Gives the Operator the ability to start a chat with the Visitor, without any chat invites, or interaction from the Visitor.

Start a new chat with any Visitor on your website with just one click!

Peek Messaging – Spy on visitor typing in real-time

This awesome feature allows Operators to get a head start on their answers while in chat by letting them view each and every character that the visitor types in real-time…before it’s actually sent! Operators can prepare responses as visitors’ type, which saves valuable time.

New! Enhanced Historical Chat History – With the power of our creative data mining development processes the historical chat history data feature has been a greatly enhanced with fantastic new searching capabilities.

You can now search by chat name, email address, terms contained in the body of chat sessions, chat tags or on any combination of the search fields, for example: You wish to search for chat name, “Eric”, with an email address of sales@sightmax.com; search term of “iPhone™”; date range of June 1, 2010 through June 9, 2010. SightMax will then begin the search, bringing up chats that match the exact criteria entered.

Any Operator can join any chat at any time.

You can have multiple Operators chatting with the same visitor.

If a supervisor sees that another operator or visitor is having difficulty or needing management assistance, they are a “right click” away. Additionally, trainees can be monitored and coached through chats by experienced operators via the “coaching” mode.

Coaches are directly linked to the chat and can give help behind the scenes as needed during the session.

Functionality like this makes for a positive seamless chat transaction for the website visitor.

Need to ban a visitor that came to your site from a referring URL, or that is using offensive language?

You can easily block their ability to start a new chat with the click of a mouse.

The Operator can either ban Visitors from chatting, or you can create automated business rules that will automatically ban the Visitors based on predefined triggers.

A banned Visitor won’t be able to see the inline chat window on the website.

An Operator with Admin rights can take over a chat and make it private, so the other Operators won’t be able to read the chat.

Only the Operators with specific permissions will be able to read private/locked chats.

Operators can now view other ongoing chats from their Queues, or Websites.

This ability can also be restricted and managed through the Operator Group Abilities.

Google Powered Language Translation

Our SmartChat, on-the-fly language translation, “Powered by Google”, enables operators and visitors to deftly chat in their native language simultaneously… bridging the language barrier. How? SightMax immediately detects the visitor’s and operator’s languages, translating the response language for fast, efficient communication. Supported conversions include (52 total): Spanish, French, Italian, Portuguese, German, Russian, Chinese, Arabic and Japanese.

New! Salesforce™ Ready
• Full Salesforce Enterprise integration
• Gives the Operator the ability to add the ended chat into Salesforce
• Add/Modify the Visitor information in Salesforce
• Has the ability to create, search and retrieve the Accounts, Contacts and Cases from Salesforce

New! Zendesk™ Ready

• Create Tickets from Live Chat sessions, lookup existing tickets all at the press of a button.

• Fully integrated with the Zendesk Support ticketing system, you can capture all chats requests and offline responses and forward them to your Zendesk help desk

account, keeping all the chat history and support tickets in one place

• Operators can also create tickets for any visitor even if they are not in a chat.

• Operators can specify their Zendesk login information in the Operator Console and Administrators can specify the Zendesk authentication information in the SightMax Admin Console

Setup instructions:
-SightMax Admin Console > Sites > right click on your Site > Modify > Add your zendesk url (Ex.: http://sightmaxlivechat.zendesk.com) and Add your zendesk username and password > Save
-In the Operator Console > Settings > Options > Configurations > Zendesk Login > enter your Zendesk username and password > Save.

How to create tickets
-right click on any Visitor to see the Zendesk options
-right click on any active chat to see the Zendesk options
-if a Customer had a previous chat and they used their email address and they are also using their email address in the current chat, then click on the Zendesk tab right next to the Chat History. You will see all their support tickets in one place.
-click on the Zendesk button in the toolbar (left upper side) to create support tickets and manually enter the information

New! Twitter™ Integration
• Write tweets directly from the Operator Console
• Ability to Retweet posts
• Answer customer questions on your company Twitter feed directly from the Operator Console
• Live Twitter Stats activity (mentions)

New! Social Media Enabled with Full Facebook™ Integration (Live feed)
• Create Facebook events
• Add posts and comments to your company Facebook wall directly from the Operator Console
• Answer customer questions on your company Facebook wall directly from the Operator Console
• “More” button to view older posts
• Viewable Wall and pages available

There are two ways in which operators can use the built-in spell check feature when composing a message in a chat session.

1. When a word is spelled incorrectly, it is immediately underlined in red. You can right click on the word in question to view spelling suggestions, ignore the misspelling and even add the word to your personal dictionary.

2. Instead of correcting your typo’s as you are still typing, you may wait until you are finished. By clicking the ‘Spell Check’ button when you are finished typing, it will check for misspellings in the entire text you are about to send. After spell check is complete, simply click the ‘Send’ button to send the text.

Also you can setup Spelling options that will enhance the spelling capabilities further. If you click on Options, you will be able to view all the “Spelling Options”: view the image below:

Account Administrators can create account wide canned responses. These canned responses will be available for all operators to view and use, but only account administrators can add and edit canned responses created at the account level.

NOTE: Operators can add and edit their own personal canned responses as well as using account wide responses.

Adding an Account Wide Canned Response:
Right click on the ‘Canned Responses’ heading under an account you have setup then click ‘Add Response’.
Next, enter your ‘Canned Response Name’ and ‘Canned Response Text’ and then click the ‘Add’ button to continue.

Editing an Account Wide Canned Response:
Click on the Canned Responses heading in the System Items pane to show a list of all the canned responses in the right pane. Simply right click on each canned response and select rename response, modify response or delete response.

Operator Group Abilities (permissions)

Control everything each operator can do and access. With our Operator Abilities feature, you control precisely what features and functions EACH operator has the ability to use. You can even setup profiles, which is a group of operator abilities, that you can assign to your operators.

Additional Features
Gives the SightMax Admin the ability to create Group Levels and assign special abilities and/or Restrictions

Chat abilities:
Join chat, Accept New Chats, View Non-participating Chats, Send link, Coach Chats, Lock Chat, Push Page, Transfer chatSession abilities: Co browse, Release Visitor Ban, Send Invites, Virtual Earth, Ban Visitors, Send Text Invites, Lockup Session Chats

Operator Abilities: Manage Business Rules, Retrieve Reports, View Private Chats, use Twitter, Login to Salesforce, Perform Chat history search, Login to Facebook, Login to Zendesk.

The SightMax Operator Console is the control center for the operator. Technologically advanced, the SightMax operator console transmits chat data in real-time, is incredibly simple for operators to use and contains countless operator tools to make real-time chatting and real-time monitoring a breeze. The SightMax Operator Console also contains robust remoting features, which enables you to use SightMax anywhere in the world, just as if you were in your office. You can even use it on an Apple MAC using Parallels or Fusion virtual machines.

Operators can send instant messages to other SightMax operators. Simply double click or right click on any operator that is online and select ‘Send an IM to…’ You can do this from both the Operators Pane and Chats Pane.

You can click on the instant message (IM) window notification to get focus on the corresponding IM session.

IM History
There are two ways in which you can view a history of your IM sessions with another operator:
1. Operators that are offline: Right click on an operator that is set to ‘Offline’ and select ‘Get IM history with …’ or simply double click on the operator name. Click the ‘History’ tab and then the ‘Get History’ button. The history includes the date, start, end time and complete transcript of all IM sessions you have had with the operator you are in an IM session with.

2. Operators that are online: Right click on an operator that is ‘Online’ and select ‘Send an IM to …’ or simply double click the operator name. Click the ‘History’ tab and then the ‘Get History’ button. The history includes the date, start, end time and complete transcript of all IM sessions you have had with the operator you are in an IM session with.

Spell Check Configuration (for IM Sessions)
You can configure the spell check option to automatically check for spelling errors before sending an IM chat segment.Go to ‘Tools’ / ‘Options’ / ‘Configuration Tab’.

Simply check ‘Spell Check before sending IM segments’.

Click ‘Ok’ to save your changes.

Click the ‘Virtual Earth’ tab to view a true satellite view of your visitors reported location while they are browsing on your website. For complete details on using all the features of Microsoft Virtual Earth visit local.live.com 

The SightMax Operator Console is the control center for the operator. Technologically advanced, the SightMax operator console transmits chat data in real-time, is incredibly simple for operators to use and contains countless operator tools to make real-time chatting and real-time monitoring a breeze. The SightMax Operator Console also contains robust remoting features, which enables you to use SightMax anywhere in the world, just as if you were in your office. You can even use it on an Apple MAC using Parallels or Fusion virtual machines.

Our software captures a plethora of information about your visitors. Use traffic source information to sharpen your AdWord Campaign strategy or revisit statistical data to know how many operators you need working the night shift next week.

All of this data and more is available to you at anytime.

SightMax Click to Call without the rates.

You can offer a Click to Call option to your Visitors. Try it – click on the Click to Call button icon below and we’ll call you:

The SightMax Enterprise has an advanced Operator Group Ability where you can enable, or restrict the Operator’s ability to view the other Operators from the other departments, or Queues, or just see the other Operators with Admin rights.

You can restrict the Operator’s viewing to:
-Admins & Queue Peers
-Admin Only

This gives the Operator the ability to see their previous ended chats.

If a chat request is not answered in the allotted time, the chat request will timeout and the Visitor will be directed to the Offline Survey, where they can leave an offline message (delivered to the Queue email address).

The chat request timeout value can easily be managed per Queue.

During a live chat session and based on the first few characters typed by the Operator, a listing of common responses used in previous chats will pop up and the Operator will select the appropriate response. This will speed up the Operator’s response time and increase the Operator’s ability to handle more concurrent chats. Consider this a real-time dynamic Canned Response Engine.

In the example below, the Visitor asked how to customize the chat window background image. The Operator typed the word custom and the HyperChat Engine showed several common responses used in previous chats.

You can disable the HyperChat Engine from the Operator Console > Settings > Options:

Click the ‘Co-Browse’ tab to view each page that visitors are currently browsing in real time. This is invaluable when a customer has a question about a particular page’s contents and is extremely useful if you want to guide a customer through to specific pages and information.

Business Rules, Actions & Triggers

Have a returning visitor to your website that’s had a previous chat? Need to ban a visitor that came to your site from a referring URL? With our automated Business Rules you can easily create multiple rules that take “action” on visitors. SightMax boasts over 20 different triggers, with nine different actions. We’ve even provided powerful scripting elements that can be placed into automated emails.

100% Secure Chats via your SSL.

SSL (secure socket layer) protocol and encryption assure that 100% of your conversations are absolutely secure.

The SightMax Operator Console is the control center for the operator. Technologically advanced, the SightMax operator console transmits chat data in real-time, is incredibly simple for operators to use and contains countless operator tools to make real-time chatting and real-time monitoring a breeze. The SightMax Operator Console also contains robust remoting features, which enables you to use SightMax anywhere in the world, just as if you were in your office. You can even use it on an Apple MAC using Parallels or Fusion virtual machines.