The engagement button behavior on the site will depend on widget settings. The situations that may arise are two:
While an agent is paused, he can finish ongoing chats and the other party won't know about his status. However, incoming customers asking for support will be shown in the right sidebar of the agent's panel, to be able to support them in case the active colleagues would not respond.
To go back from the pause, agents just have to click the PLAY button that will show up in place of the pause.
The status of paused agents is shown with the same icon next to their avantar and the event is logged in the ALL page.
Teamleader are notified about pause status in real time; in case of chat forwarding, agents will know if the colleagues are AVAILABLE or BUSY.
We have developed the PAUSE feature for complex situations when the customer care staff is numerically significant and agents are used to ask for pause at the phone as well, or if they perform backoffice activities other that the chat (for example, tickets) and failed or ineffective customer management could create perceptible disservice.
In other words, agents can request for pause when they are really far from their desk or around closing time: this way they can end up all ongoing chats.
PAUSE feature is available for all LiveHelp® Clients with a Business package.
It is disabled by default: administrator can enable it in the admin dashboard "PREFERENCES » ENABLE PAUSE", choosing "Let agents go on pause".
Agents will see the pause button at next login.
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The website http://www.livehelp.it and any equivalent domains (or “mirror”), hereinafter referred as "The website", is mantained, updated and provided by SOSTANZA SRL, with registered office in Via Daste e Spalenga, 28 |24020 Gorle (BG) / VAT 03365340169, REA BG – 371949.
Hereafter the term "Supplier" and / or "Provider" will be used in place of SOSTANZA SRL, the term “Customer” to indicate the company that purchased LiveHelp® service provided by SOSTANZA SRL and the term “End User” to indicate the end user of LiveHelp® service.
The Site and, in particular, the Chats, are discussion spaces dedicated to companies in order to provide a dedicated real-time online support to their end users. End users can then post messages to which companies will be able to respond in order to provide the required support, with immediate information in real time. This service is provided by the Supplier to the Customer on payment of an annual fee.
Messages not compliant with this Terms of service may be closed, modified or deleted at the discretion of the Provider, without warning the end user. In the event that are in place behaviors not allowed by this Terms of Service, or contrary to law, the end user can be deleted and / or banned from the site.
The software described herein is registered and protected by copyrights owned by SOSTANZA SRL and it was designed to operate with the minimum specifications set out in the Economic Proposal, under the full and exclusive responsibility of the Customer. The software offered by the website allows you to interact through a chat, under terms and conditions set out in this document, its use is subject to the terms and conditions set forth herein.
The Customer will be able to browse the website www.livehelp.it, and after registration and express acceptance of these general conditions of use, will be able to evaluate the software directly into his/her site, for a free 15-day period.
At the end of the trial period, the Customer may invalidate the registration or buy the product, selecting the chosen period, under the conditions and terms of this document .
In the Admin dashboard that will be provided, the Customer will be able to renew the service for the selected period or perform an upgrade of the same, paying the fee by credit card or bank transfer.
All content and software of LiveHelp®, made available for browsing, are owned and protected by copyright, and are licensed and not sold. LiveHelp® software is provided by Sostanza SRL under conditions and terms of service of this Agreement.
The software is provided by assigning a password and a login to Customers who accepted these general conditions of use.
The software is only enabled to operate on servers owned by SOSTANZA SRL, managed by the same, and containing the Customer reserved Area, equipped with the technical performance necessary to store information, continuously connected to Internet, and that thereby allow the software and the necessary information to be available to customers 24 hours a day , 7 days a week. The copying or reproduction of the software to other servers or other devices for further reproduction or redistribution is expressly prohibited.
With the use of the software you fully accept all these conditions.
Trademarks, logos, layout, banners and texts contained in the Site are intellectual property of the Supplier and you may not reproduce, use or represent them without the express permission of the same. The rights of use granted by the Supplier to the Customer shall be strictly limited to access and in the context and for the duration of the subscription period to LiveHelp®; any other use by the Customer is prohibited without the prior written consent of the Supplier. In particular, the Customer may not modify, copy, reproduce, download, publish, transmit, exploit and / or distribute in any way the services, the site pages or the software codes of services and their elements.
This Agreement shall be concluded between the Supplier and the Customer for access / use to the site / service livehelp.it; information and documentation contained in it, as well as the supplied software, are called below the "Service".
The Supplier is however not required to provide updates and / or service improvements; if the Supplier, at its discretion, provide to that effect, the terms and conditions shall be automatically applied also to updates / improvements.
The Provider may terminate the contract, at its sole discretion, with seven days notice, if the operating conditions of this agreement no longer exist.
Without prejudice to Supplier’s right for suffered damages, the contract will be immediately terminated, without notice, in case of Customer’s breach of any conditions set out in this document, and the service will be immediately suspended.
At any time the Customer can ask the cancellation of his account and all concerning data, by fax or e-mail. The earlier termination of the Agreement does not provide for the return of any fees already paid.
LiveHelp® fee may be paid by bank transfer to bank account specified by SOSTANZA SRL or by credit card, in the respect of the terms stated by SOSTANZA SRL.
The Supplier is expressly exonerated from any responsibility for damages and / or inefficiencies linked to the transfer systems authority for bank account, or linked to the credit card use or linked to any confidential information sent by chat.
The contract will take effect and the service will be operative from the time of the receipt by the Supplier of the payment of the fee for the period chosen.
The Provider may change the fees at any time for contract renewals.
The inclusion and / or use of messages and / or comments in chat is not subject to prior approval. Offensive, insulting, polemical, vulgar, abusive, disrespectful, defamatory or inciting to lawlessness messages, or which bear threat, harm, defame or insult other users or third parties, regarded as such at the discretion of the Supplier, are not allowed and will be modified or deleted as soon as brought to the Provider’s attention.
The Provider reserves the right to disclose the identity of authors of messages above and their IP addresses in the event of a request by the competent authorities for investigations or judicial actions.
SOSTANZA SRL will give the Customer the ability to log in to provide assistance by typing an "Agent name" and a custom password. The Customer could not allow access to the service to unauthorized third parties and could not give and / or permit the use by third parties of the user name and password as above granted.
The Customer is responsible for the confidentiality of the password and account, and must notify the Supplier if the password is lost, stolen, notified to third parties or otherwise compromised.
The Customer will be responsible for any activity that is carried out in his/her account. The unauthorized use of the account or any other breach of security of the Site must be reported immediately to the Supplier.
The Customer can not decode or reproduce the software. Any unauthorized reproduction or redistribution of the software, unless specifically provided for in these terms, is expressly prohibited.
The use or reproduction of the software in breach of the license agreement and the provisions of law for the protection of intellectual property (by way of example: trademark, patent, copyright) are expressly prohibited.
The Supplier is not responsible in any way, and is expressly exempted, for direct or indirect damages, even to the image, honour and / or reputation, suffered by Customers and / or by users or third parties, as a result of the use of the Site and LiveHelp® service.
The Supplier is expressly exempt from any liability with regard to loss or damage of any information and / or strictly personal data which are not necessary for registration on the Site and for its operation.
The Customer and the End User are thus not asked to enter information whose loss, damage or consultation by anyone may cause harm to themselves or others; in case of breach of this Terms, the Supplier can proceed without notice to the cancellation of the signup of the User and all User’s and / or the Customer’s data.
The Provider cannot be held responsible for the contents or reliability of sites reported by third parties in the whole Site and / or any advertising banners displayed on the Site and related sites or activities connected to them.
In any case, the Supplier's liability for loss or damage can’t exceed the amount paid by the Customer for the purchase of the service.
The Customer and the User must have the skills, equipment and software required to use Internet and recognize that the features and limitations of Internet allow guaranteeing protection, availability and integrity of data transmissions on Internet. At these conditions, SOSTANZA SRL does not guarantee that the services will work without interruption or breakdowns. In particular, their use may be temporarily interrupted for maintenance, updating, technical improvement, content or layout changes.
As far as possible, the Supplier will inform customers in advance in case of maintenance and / or updating of the site and the service. The Supplier is not liable to the Customer and User of the service operation and use.
Similarly, the Supplier shall not be held responsible for any malfunctions, inability to access or bad conditions of use of the Site and / or LiveHelp® Service attributable to unsuitable equipment and / or to internal dysfunctions of the Supplier, the network traffic and / or any other reason and / or reason not dependent also by the Supplier as well.
In case of commercial transactions stipulated through the Service (or connected sites) between the user and third parties (including other users or other service providers or retailers), such transactions will be considered concluded between the user and the third party (with all the rights and obligations arising therefrom), with express exemption of the Supplier responsibility and obligation.
The Site may provide, or third parties may include links to other websites or other Internet sources; as the Supplier cannot directly control these sites and external sources, it cannot be considered liable for their availability, their content, their advertisement, related products and services, or any other item available from those sites or external sources.
Any malfunction and / or anomalies on a connection must be submitted to the administrator of that site no later than three days from the knowledge of the anomaly.
At any time Provider may modify, also through the intervention of third parties, the pages of the Site, services or currently valid conditions of use.
These changes will take effect from the moment when they will be put online on the Site, without prejudice to the right for the customer to cancel its subscription to LiveHelp® service. Otherwise, it is considered that the Customer has accepted these changes. Customers are therefore obliged to refer to the latest version available online on the website.
Clients declare to have examined all the clauses of these Terms and Conditions and specifically approve them also pursuant to art. 1341 and art. 1342 of the Italian Civil Code, with particular reference to the articles No. 2, 3, 4, 5, 6, 7, 8, 9, 10.