LiveEngage Setup Guide Welcome to the LivePerson community! Congratulations on joining the worldwide movement toward digital engagement to satisfy customers and increase sales. This guide is just one of many support resources you have at LivePerson. Follow the steps below to connect with LiveEngage. Once connected, we’ll show you how to launch your first chat engagement and your first content banner. Connect your website Copy the LiveEngage Tag onto your website pages to connect our software. It’s just two simple steps. Page 2 Set up a chat engagement Create your first chat engagement and run a campaign that supports your business goals. Page 3 Create a content banner campaign Set up a content banner promoting a special offer or key selling point and serve it to your visitors at the ideal moment when the stakes are high. Page 10 Track your success Take advantage of our powerful features and reporting tools to keep you informed and on track. Page 17
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LiveEngage Setup Guide · 2017-02-03 · LiveEngage Setup Guide Welcome to the LivePerson community! Congratulations on joining the worldwide movement toward digital engagement to
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LiveEngage Setup Guide Welcome to the LivePerson community! Congratulations on joining the worldwide
movement toward digital engagement to satisfy customers and increase sales.
This guide is just one of many support resources you have at LivePerson. Follow the steps below to connect with
LiveEngage. Once connected, we’ll show you how to launch your first chat engagement and your first content banner.
Connect your websiteCopy the LiveEngage Tag onto your website pages to connect our software. It’s just two simple steps.
Page 2
Set up a chat engagementCreate your first chat engagement and run a campaign that supports your business goals.
Page 3
Create a content banner campaignSet up a content banner promoting a special offer or key selling point and serve it to your visitors at the ideal moment when the stakes are high.
Page 10
Track your successTake advantage of our powerful features and reporting tools to keep you informed and on track.
Copy the LiveEngage Tag onto your website pages.The first task is connecting your website to our software. It’s called “tagging.” A tag is a snippet of HTML code that you
insert on your web pages. We suggest that you tag all of your pages. Here’s how it’s done.
Once you are logged in to LiveEngage:
1. Open the menu at the top right hand of your screen (the down arrow button). Click on LiveEngage Tag and copy the code.
2. It looks like a big chunk of code. Don’t be alarmed. Look at the visual on this page before you access your website’s source code (HTML)
for the pages you have chosen to tag, and paste the LiveEngage code beneath the first <body> tag you’ll find at the top of your page.
When you’re done, it should look like this:
<body>
<!-- BEGIN LivePerson Monitor. --> <script type=”text/javascript”> window.lpTag=window.lpTag||{};if(typeof window.lpTag._tagCount===’undefined’){window.lpTag={site:’90132764’||’’,section:lpTag.section||’’,autoStart:lpTag.autoStart===false?false:true,ovr:lpTag.ovr||{},_v:’1.5.1’,_tagCount:1,protocol:location.protocol,events:{bind:function(app,ev,fn){lpTag.defer(function()
Set up your first Chat Engagement campaign.Is a customer hesitating? Is she spending too much time in an endless cycle of review? Did he leave, and then return?
Engage with visitors when they can’t make up their minds, and assist them through the purchase cycle.
You’ll be setting up the basic parameters in steps 1 through 5, before moving on to design and publication in steps 6 through 9
Log in to LiveEngage and click the Campaigns tab with the small tag icon in the upper left corner of the page.
From there:
1. Click on + Add Campaign located on the bottom left to create your Chat Engagement. Next, type in your own campaign name in the
top field (it currently says Campaign 1). Hit <return> and your page will refresh.
2. Next, click + Add Goal to access the Goal library page. Goals are an important part of LiveEngage. Not only do they help you clarify what
you want to accomplish through the campaign, but they are central to the reporting and conversion tracking functions.
5. Next, hover over Campaign time frame to set your dates and hours. This feature is ideal if you have a limited-time promotion that begins
and ends on specific dates. If you want it to run indefinitely, you can simply skip this step. If you later decide to stop this campaign, you
can come back and click Unpublish.
Click Done.
Now that you’ve set your basic parameters - in steps 6 through 9 you’ll add your engagement, customize it, choose location and visitor behavior, and then … you’re done!
Set up your first Content Banner campaign.Perhaps you have a special offer that’s best served in high stakes situations. Maybe you want to point something out or
make a suggestion at a particular moment in the visitor’s journey. Or maybe you just need something to display in place
of Chat engagements while you’re out of the office. Create a banner or special announcement.
You don’t need to use Chat to make a meaningful connection with your visitors. Plus, you can’t always be available for
chats. In fact, many companies simply don’t have the resources to manage live chat 24/7.
Not to worry. You can create a banner for a holiday sale or special announcement and display it 24/7 throughout your
website. The possibilities are endless.
Creating a Content Banner Campaign is similar to creating a Chat Engagement. There are a couple of key differences.
Log in to LiveEngage and click the orange Campaigns tab in the upper left corner of the page. From there:
1. Click on + Add Campaign located on the bottom left to create your chat.
Next, type in your own campaign name in the top field (it currently says Campaign 1). Hit <return> and your page will refresh.
2. Next, click + Add Goal to access the Goal library page. On this page click on + Add new to move to the Add new goal page and give your
goal a name. Do you want to boost sales? Reduce bounce rates? It’s up to you. Fill in a name and hit <return>. Your page refreshes.
On the same page select a goal type by clicking on your choice. Use the ones provided, or create your own in Other. Once you click,
you’ll be presented with an Indicator: field. Type in the URL that you want your customers to land on once they purchase a product via
this Content campaign. Your page will look like this:
Track your success with LiveEngage.Customer service agents, managers, supervisors and marketing managers all have tools at their fingertips to monitor and
track success throughout Chat engagements and Content banners.
To monitor and track your performance, you have the full Agent dashboard and the full Campaign Dashboard.
There is also a Data Bar that runs across the top of your screen. What is displayed in the Data Bar depends on who
you are and what task you are engaged in.
The Data Bar looks like this:
If you are in Campaign tab, you will see data in real time that is related to your campaign.
If you are in the Users tab, you will see agent-data in real time that tracks your performance.
But you also have access to more robust information in our full dashboards. Follow the instructions below.
Chat agents can access current chats and monitor their performances. And supervisors can monitor
activity on the website in real time, track team performance, and generate reports.
Thanks for downloading this Guide. We hope it was helpful. Just remember, you can always reach us by logging in to LiveEngage and clicking on a chat window (present on every page) for relevant support.