Account/Billing Questions

How do I start an account?
Use the form on the contact us page. Be sure to include a fax number and/or email address so we can send you the necessary paperwork. Select 'I want to become a customer' from the list and fill in the res of the info. We will send you all of the information you need to get started.

How much does 4livehelp.net cost?
Please see our pricing page for pricing information.

How do I get a custom button built?
Use the form on the contact us page. Select 'I would like a custom button' from the list and fill in your information. We will get in touch with you to figure out what kind of button you need.

How do I know if 25 users is enough?
Basically, unless you are a very large company or have an extremely strong internet presence, 25 users should be fine. If you are in doubt, try ou the 25 user license. If you find yourself maxing out, you can always upgrade to a tailored hosting solution with no problem.

How do I get a tailored hosting package?
Use the form on the contact us page. Give use enough information to get in touch with you. We will get in contact with you to determine your requirements and put together a quote.

How do I close my account?
Use the form on the contact us page. Select 'I would like to terminate my account' from the list and fill in your information. We will get in touch with you to confirm your decision. Keep in mind that your account will be terminated and billing will cease 30 days after you contact us.

Use/Technical Questions

How do I add code to my page?
When you sign up with us, we will give you a piece of code to include on your site. Give this piece of code to your webmaster, or if you handle your own, simply open up the page you want it on with notepad and paste the code in wherever you would like the chat button to show up, and you are done.

How do I use quick responses? or What quick responses are available?
By clicking either of the two quick response buttons on the side of the chat, you will send a quick response. The speech bubble is a greeting, and the arrow asks if you can help with anything else.

How can I send a link to my customer?
If you click on the send link button, a popup window will appear. Type or paste the URL you wish to send your user to in that box, making sure to include the http:// (ex: http://www.mysite.com/ instead of www.mysite.com). Hit the okay button and press send. When the user clicks on that link, it will open on the right side of his/her screen.

Why do I keep getting kicked off?
If you use Internet Explorer, you may be leaving the admin panel when you are doing your daily work. By default, Internet Explorer uses your currently open windows to follow any links you click in your email or office software, effectively taking you away from the chat. To make Internet Explorer open new windows and leave you logged into the chat, open Internet Explorer. Click the tools menu at the top of the browser, and fo to Internet Options. Click the advanced tab. Find the box labeled 'Reuse windows for launching shortcuts', and uncheck it. This should solve your problem.

Why does it show me online when I am not online anymore?
If you simply close the window with the admin panel instead of logging off, the system may not register that you are no longer logged on. If this happens, sign into the admin panel again, and click the log off all button. This will log off everyone who is currently logged on, including yourself. This will make your chat icon go back to saying no one is available.

What does the'log off all' button do?
The log off all button logs off all non-customer chatters and causes your chat button to change from saying live help is available to saying that no one is available to chat.

Tips

An easy way to send links?
There are actually two easy ways to copy and paste a URL without using the address bar at the top of your browser.

If you get to the page you want, then you can right click somewhere on the page. If you use internet explorer, you want to click 'properties'. In Netscape, you want to click 'View page info'. You should see the page URL on the screen that pops up. You can highlight the url, right click and select copy. Then click the 'Send Link' button. Right click in the pop up window and paste your url in there. Click okay and click send to send your link! than it is.

Alternatively (and more easily), you can find a link to the page you want. Rightclick on the link and select 'Copy shortcut' in Internet Explorer or 'Copy link location' from Netscape. Then click the send link button. Right click in the box and select paste to paste the URL.

Both of these methods sound kind of complex, but they really aren't. Just give them a shot and you'll see what we mean.

Easy way to quick check for a response:
There is sometimes about a 10 second delay on responses. If you want to make absolutely sure, just click send without typing anything in the box. This will cause the program to refresh.

Logging off at the end of the day:
If you know you are the last person to sign off for the day, you might consider using the 'log off all' button instead of the 'log off' button. This will make sure that everyone is signed off and your customers are not left wondering why no one is helping them even though the button says live help available.