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Overview

Kayako Fusion and Engage lets you generate a code which can be placed on your web pages to display a live chat button. The tag generator is used to generate a series of JavaScript tags used to integrate your website(s) with the live support, visitor tracking features within the Kayako Desktop application.

The live chat icon is displayed on the client support center as shown 

View and manage tag generator

In order to view and manage the tag generator, click on Tag Generator on the Options menu in Admin control panel

You will be directed to the page from where you can generate the JavaScript tags for:

  • Live chat: When the visitor clicks on the icon put up on your website, he will be prompted for the chat details and the chat request will be routed to the available chat operator. 
  • Call (Click to call): When the visitor clicks on the icon put up on your website, he will be prompted for a phone number along with chat details. The submission initiates a chat request and an immediate phone call, which is routed to the available phone operator.

The various tags that you can generate are:

  • Live chat tags: You may generate the following live chat tags and put up on your website(s)

Button: Use this tag if you want to generate the code that will produce a clickable button showing the status of your live chat (Available, Offline, Away, etc). When you generate this tag and put up on your website(s), it will be shown as follows on your index page

Floating page badge: This tag gets attached to your web site's index page and scrolls along with it. When you generate this tag and put up on your website(s), it will be shown as follows on your index page

Text link: Use this tag if you want to to generate a text link only representation of your live chat status. However, Text link icon does not support visitor tracking.  When you generate this tag and put up on your website(s), it will be shown as follows on your index page

  • Visitor monitoring tags: This tag will place the visitor tracking code onto your web page. By adding this tag to a web page, you will be able to track the visitors visiting that particular page. They will not see any visible link/image to initiate a live chat, if only this tag is placed on the web page.

Creating an HTML tag

HTML tag for chat

Select the Prompt Type as Chat and click Next. You will be presented with an options page from which you may specify the options as per your requirements. 

There are two different configurable settings tabs that are provided on this page, which are

  1. Button
  2. Customize

All the editable fields specific to these two tabs are explained in the following section

Button

Restrict to specific departments

The clients will be able to initiate a chat only in the department(s) chosen here. Also, if all the staff users in the department(s) selected here are offline, even if other staff users are available, the client user will be told that live support is unavailable.

Route to a specific skill

support desk will give preference to the online operators with the selected chat skill(s). If no operators are online with the selected skills, the chat will be routed using the standard method.

Use Secure Links (https://) (https://) *)

If enabled, the chat will always be initiated on a secure link.

Icon

For this option to work, your support desk needs to be accessible from https:// (https://_) as well.

Template group 

Select a template group here, so that the support desk will load all the required templates from the selected template group.

Skip user details form

If enabled, the user will be immediately redirected to the chat startup and no additional details like full name, email or subject will be requested.

Disable JavaScript?

If enabled, the support desk will generate an HTML tag which includes no JavaScript.

Icon

This will disable the entire visitor tracking functions and is recommended only for email signatures, auction pages or areas where limited HTML code is allowed.

Insert Variable

This allows you to insert a variable and assign a constant value to it, which would be displayed in KD under chat header information and Information tab after accepting the incoming chat.

Insert Staff Alert

When we specify a value under Alert, it gets added in the chat pop-up displayed at staff end in KD while accepting the chat request.

 

Customize

Custom Online Image

Insert a link to the custom image URL or upload a custom image which will be shown on the chat icon, when the live support is online. By default, the chat icon will be shown as follows:

Custom Offline Image

Insert a link to the custom image URL or upload a custom image which will be shown on the chat icon, when the live support is offline. By default, the chat icon will be shown as follows:

Custom Away Image

Insert a link to the custom image URL or upload a custom image which will be shown on the chat icon, when the live support is away. By default, the chat icon will be shown as follows:

Custom Back shortly Image

Insert a link to the custom image URL or upload a custom image which will be shown on the chat icon, when the live support is away for a short time. By default, the chat icon will be shown as follows:

Once you are done with the settings, click Generate to generate the HTML code with the settings you have specified. The code is generated as shown below along with the snippet of the live chat icon.

HTML tag for call

Select the Prompt Type as Call (Click to Call) to generate a tag for call icon. Rest of the settings are same as described for the generation of chat tag.

Floating page badge

Floating page badge for chat

Select the Prompt Type as Chat and click Next. You will be presented with an options page from which you may specify the options as per your requirements. There are two different configurable settings tabs that are provided on this page, which are

  1. Site Badge Button
  2. Customize

All the editable fields specific to these two tabs are explained in the following section

Site Badge Button

The options are the same as described while creating the HTML Button, under HTML Tag for chat.

Customize

Text Color

Select the site badge text color

Badge Language

Select the language of the text that is displayed on the badge. You can select from the languages inserted in your support desk

Badge Text

Select the text that should appear in the site badge. You may select from either "live help" or "live chat"

Background Color: Online

Select the background color of the site badge when the live chat is "online"

Background Color: Offline

Select the background color of the site badge when the live chat is "offline"

Background Color: Away

Select the background color of the site badge when the live chat is "away"

Background Color: Back Shortly

Select the background color of the site badge when the live chat is "back shortly"

Once you are done with the settings, click Generate to generate the Site Badge code with the settings you have specified. The code is generated as shown below along with the snippet of the live chat icon.

Site Badge tag for call

Select the Prompt Type as Call (Click to Call) to generate a tag for call/chat icon. Rest of the settings are same as described above, for the generation of chat tag.

Creating a Text Link tag

Text Link for Chat

The options are the same as described while creating the HTML Button, under HTML Tag for chat. The only additional option is "Link Contents", where you can name the text, which will be put on your website(s) 

Text Link for Call

The options are the same as described while creating the HTML Button, under HTML Tag for call. The only additional option is "Link Contents", where you can name the text, which will be put on your website(s)

Visitor monitoring tag

Select the Monitoring option from the Tag Generator page, and click Next. You will be presented with the General Options section, as shown

Use Secure Links (https://*) * (http://)

If enabled, the chat javascript links will be changed to their https equivalent. You need to ensure that the helpdesk URL is set to "https" in settings for this option to work

Click to Call

Overview

Click to call feature lets users to interact with support agents via phone call. It is used with VoIP feature of Kayako Desktop where phone account is configured with any SIP compatible VoIP details. The beauty of this feature is that it allows to enter a phone number when clients click on the ‘Click to Call’ icon (in a web browser), which is available on Support Center/Website, and allows call back to their number from Kayako Desktop.

On clicking ‘Click to Call’ button, it prompts for a phone number along with chat details, as described in the following table. The submission of the form initiates a phone and chat request to the available phone operator. After this, a call is placed form an operator’s machine on which Kayako Desktop application is configured with VoIP details.

Department

 

Full Name

 

Phone

 

Your Question

 

Generate a tag for it

In order to generate the tag code for ‘Click to Call’, navigate to Admin CP > Tag Generator, and select Call (Click to Call) for Prompt Type option > Next > ‘Generate’

You can also use Restrict to specific departments*,* if you want to use this option for specific department only.

Customize

You can also have customized images for Click to Call. All you need to insert the custom image URL or upload a custom image which will be shown on your support center. 

Icons

Default ‘Online’ icon

Default ‘Offline’ icon

Default ‘Away’ icon

Once you are done with this, you can generate the HTML code, as shown in following snippet:

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2 Comments

  1. This page doesn't explain what Variables and Alerts do or how to use them.

  2. I agree with Adam. I went here to check how to use Variables and alerts and to what since the other ones are easy to understand.