Gossimer’s Premier Web Hosting and Domain Registration Knowledgebase.
On your website, a visitor hits the Live Chat icon when he encounters a problem or has a question that needs human response. Should an Operator not be available, a message is instantly taken and a response given to the customer at the time they take action. However, immediate response can be given if an Operator is on-line, creating the very best of customer support and satisfaction. Operators can respond to multiple enquiries simultaneously, meaning even your customer support team can be working to greatest effect.
Live Chat primarily has 2 components, which are given to you when you purchase the Service. One component is a small piece of JavaScript code which must be pasted on pages of your website. The second component is Windows-based software, that is to be used by you/your webmaster and your team of support operators.
IMPORTANT
1. Before your website visitor can chat with your Live Chat Operators, he must have either JAVA or Flash 7 or higher installed in his computer. If neither of these are installed on the visitor’s computer, the Chat window will not get initialized in his browser, due to which he will not be able to chat.
2. A visitor to your website will be able to use the Live Chat Service only if firewall ports 43 and 143 are enabled at his end.
Reference:
Java >>
Flash >>
Tags: Chat Icon, Chat Live, Chat Service, Component Software, Computer Chat, Customer Satisfaction, Customer Support Team, Firewall, Firewall Ports, Flash, Human Response, Java, JavaScript, Javascript Code, Live Chat, Live Chat Service, Microsoft Windows, Reference Java, Satisfaction, Support Operators, webmaster, Windows Based Software, Windows Software
Welcome to the Gossimer Support Knowledge Base. Here we have listed detailed information regarding all our current Product and Service offerings and answers to your every possible query. The Gossimer Support KB has been divided into Categories indicating a particular Interface or a particular Product/Service. These have been further logically divided into Sub-Categories and Answers, detailing a particular action or query.
In the event, you are unable to locate a particular resource, please make use of the Search box provided on the top of the page or inform our Support Team at http://support.gossimer.biz/.
Tags: Amp, Chat Services, Customer Control Panel, Demo, Digital Certificates, DNS, Domain Name Registration, Domain Url, Interface, Live Chat, Search Box, Service Offerings, Support Knowledge Base, Web Hosting
In order to manage your Live Chat Orders, you need to search for them from your Control Panel with Gossimer, and access their Order Details view. To do so, follow the simple steps mentioned below –
1. Login to your Control Panel
Resellers do so from http://manage.gossimer.biz/customer.
2. Once logged in to your Control Panel,
Resellers, go to Products -> Search -> Live Chat Service Search
Customers, go to Live Chat Services -> Search
and you can search for the Domain Name for which the Service has been purchased. (To list all Orders, leave all search parameters blank).
3. In the next page you would see a list of all Domain Names, with Live Chat Services bought through Gossimer. Clicking any of the Domain Names will take you to the Order Details view for that Order, from where you can manage all aspects of the Service.
Tags: Chat Service, Chat Services, Control Panel, Domain Name, Domain Names, Gossimer, Live Chat, Live Chat Services, Resellers, Search Parameters, Service Search, Simple Steps
You can move a Live Chat Order (except the one purchased for a .EU Domain Name*) along with all other related Services from your existing Customer Control Panel to another Customer, by following the steps mentioned below:
1. Login to your Control Panel, search for the Domain Name for which you have purchased the Live Chat Service and proceed to the Order Details view page. Click here to find instructions to accomplish this >>
2. Click the Move Services button in the Management Console toolbar on the top of the screen, to initiate the process.
3. Here, you would have to mention the following details:
- the Username Email Address** of the Customer account where you wish to move the Order.
- the Customer Id of this account. The Customer Id is a unique number associated with a Customer’s Profile. If you do not know the Customer Id of the new account, you can find it in Settings -> Primary Profile section in the new Customer Control Panel.
4. Select whether you wish to retain the existing Contact Details after the Domain Name associated with the Live Chat Order is moved to the new Customer Control Panel. This will keep the Whois Details of your Domain Name as is, even after moving the Domain Name. If you do not select this option, then the Contact Details will change to the Default Contacts of the new Customer Control Panel.
5. Confirm that the Customer account to which you are transferring this Live Chat Order, is the one you really intend to and click the Confirm button.
Note:
-
* If you purchased the Live Chat Order for a .EU Domain Name, you need to first complete moving your .EU Domain Name. Once the action of moving your .EU Domain Name is complete, you can move the Live Chat Order to the new Customer by following the process explained above. Click here to know how to Move a .EU Domain Name to another Customer >>
-
** If you are moving the Live Chat Order to a different Reseller, but have not created a Customer Account under that Reseller, you can easily do so by clicking the Customer Sign-up link on the new Reseller’s site and filling up the form. You can then use the Customer Id, which appears on the success page, along with the Username email address to move your Domain Name to the Customer Control Panel you have just created.
IMPORTANT
1. You may encounter an error while attempting to Move the Live Chat Order, if
A. One or more Services for this Order are currently being processed,
OR
B. There is a Pending Invoice for any other Service associated with this Order,
OR
C. There are one or more related Services under another Customer of this [new] Reseller. For example, you have purchased Live Chat Order for yourdomainname.com through your Customer Control Panel with Gossimer and have purchased Managed DNS Service for yourdomainname.com through Reseller B [from your Customer Control Panel] under the Customer A/c of X. Now if you try to move this Live Chat Order to another Customer Control Panel [say Customer A/c of Y] under Reseller B, you will encounter an error.
In any of the above cases, the Moving or Shifting of the Live Chat Order is not possible and you will have to either
- wait for the processing to complete, or
- Cancel any Pending process.
OR
D. You are trying to Move a .EU Domain Name. Click here to know how to Move a .EU Domain Name to another Customer >>
2. If you move the Live Chat Order within the Money Back Period and then Delete the Order, no refund will be applicable.
If you have any difficulty in understanding the above, feel free to get in touch with our Support Team at support@gossimer.com.
Tags: Chat Service, Contact Details, Control, Customer Account, Customer Control Panel, Customer Id, Eu Domain Name, European Union, Live Chat, Live Chat Order, Live Chat Service, Managed DNS Service, Move Services, Moving, Profile Section, Related Services, Services Button
Gossimer sends mails to its Customers informing them about all Live Chat Service packages that are nearing their expiration date.
Customers of Gossimer:
Customers are sent Expiring Live Chat Service packages Renewal Instruction e-mails before they actually expire, after expiry, and on deletion of the package.
The Reminders are sent to the Customer Username email address from 45 days prior to the Live Chat Service package’s expiry, on the 1st, 11th and 21st day of every month, until it is either Renewed or Deleted (due to non-Renewal).
This Report displays the Order ID, Domain Name, Product Category, Expiry Date, Days to Expiry and Days to Deletion, besides detailed information about how to go about Renewing these Orders.
Gossimer Resellers can easily view all Expiring and Expired Orders from the Renewal Management interface from within their Reseller Control Panel and choose to Renew any Live Chat Service package on behalf of their Customer(s). Click here to read how >>
IMPORTANT
When a Live Chat Service package Expires,
-
the package is immediately Suspended. This means that you would be unable to use your package, until it is Renewed.
-
the Customer is sent an e-mail, informing him/her that he has 30 days to Renew his Live Chat Service package, post which the package is Deleted.
When the Live Chat Service package is Deleted, the Customer is sent one final e-mail informing him/her that the Live Chat Service package is Deleted, since it was not Renewed within 30 days after Expiry.
Tags: Chat Service, Customer Username, Displays, Domain Name, E Mail, Email Address, Expiration Date, Expiry Date, Live Chat, Management Interface, Product Category, Renewal Management, Renewal Reminders, Reseller Control Panel, Resellers, Sent Mail
The Live Chat Service offers Reporting and Analysis designed to measure the effectiveness of your Operators. These include -
Searching/Listing of Chat Transcripts
You can retrieve the complete chat transcripts for quality analysis -
1. Login to your Control Panel, search for the Domain Name for which you have purchased the Live Chat Service and proceed to the Order Details view page. Click here to know how >>
2. Here, click Manage Live Chat Service. This will take you to the Registered members area.
3. Under REPORTING section, click Search Transcripts.
4. Here, you can search by
- IP Address – compares the IP Address provided with the IP Address of the visitors
- KeyWords – searches the actual transcripts for transcripts that contain the keywords provided
5. You may also fetch a list of all chat transcripts by clicking List Transcripts.
Post Chat Survey Statistics
You may display a post chat survey to your website visitor allowing him/her to rate the online support provided. Click here to read how >>
Once you have enabled the same, you can view Post Chat Survey Statistics as mentioned below -
1. Login to your Control Panel, search for the Domain Name for which you have purchased the Live Chat Service and proceed to the Order Details view page. Click here to know how >>
2. Here, click Manage Live Chat Service. This will take you to the Registered members area.
3. Under REPORTING section, click Post Chat Survey Statistics.
Advanced Reports
Gossimer offers you a full set of online reports, exclusively as a part of the Live Chat Enterprise plan.
All you have to do is select the type and parameters of the report. The system will process the report and return the comprehensive result in HTML and Excel format. The report types available cover a wide range of diverse characteristics, such as
- Operator Login Statistics
- Operator/Department wise Performance Reports
- Chat Transcripts
- Chat Transfer Statistics
- Operator Login and Availability Statistics
- Chat Summary (Normal and Extended)
- Abandoned Chats
- Icon Status
- Operator Availability Statistics
- Rejected Chat Logs
IMPORTANT
This option is not available with all packages. In order to avail of this feature, you would need to upgrade your package to the Enterprise solution. Click here to know how to upgrade you Live Chat Service package >>
To generate the report you require, follow the steps mentioned below:
1. Login to your Control Panel, search for the Domain Name for which you have purchased the Live Chat Service and proceed to the Order Details view page. Click here to know how >>
2. Here, click Manage Live Chat Service. This will take you to the Registered members area.
3. Under REPORTING section, click Advanced Reports.
4. Select the Type of Report, and the Reporting Level. The Reporting Level can be
a. Summarized for the full account, or
b. Summarized for a department, or
c. For a Particular Operator
5. Choose the Time Frame for which you wish to generate this report.
6. Once you have specified these details, click Submit. The report would now be presented in complete detail.
Tags: Area 3, Chat Service, Control Panel, Domain Name, Enterprise Plan, Gt 2, HTML, Html Format, Live Chat, Live Chat Enterprise, Live Chat Service, Members Area, online reports, online support, Parameters, Performance Reports, Quality Analysis, Registered, Reporting, Search Transcripts, Survey Statistics, Transfer Statistics
When you paste any of the Live Chat codes on the pages of your website, these pages display a Chat icon that the visitors can click to chat with your Support Operators. There is a set of such icons that indicate different statuses of support. You can completely customize the icon set on your website.
Customizing Live Chat icons
1. Login to your Control Panel, search for the Domain Name for which you have purchased the Live Chat Service and proceed to the Order Details view page. Click here to know how >>
2. Here, click Live Chat Manage Service. This will take you to the Registered members area.
3. Under SETTINGS, click Select Icons.
4. Select any of the icon sets listed here. Alternatively, you can also choose to upload your own icon set, by selecting the Custom Icon Set option at the bottom.
IMPORTANT
- If you wish to use the icons on websites protected by SSL i.e., web page URLs beginning with https://, select the checkbox adjacent to These icons require https support as they will be put on a secure website.
- The above option will not be applicable for Custom Icon Sets.
5. Once you have chosen the icon set of your choice, click Submit.
Receiving emails sent by the visitor using Leave a Message option
Messages left by the visitor using the Leave a Message option are delivered to you in the form of an email. You can specify an email address to receive these mails as explained below:
1. Login to your Control Panel, search for the Domain Name for which you have purchased the Live Chat Service and proceed to the Order Details view page. Click here to know how >>
2. Here, click Live Chat Manage Service. This will take you to the Registered members area.
3. Under SETTINGS, click E-mail Address.
4. By default, the email address associated with the Customer Account managing the Live Chat Service is listed. You may specify a different email address here.
5. Click Modify Email Address to save the change.
Tags: Area 3, Chat Icon, Chat Icons, Chat Service, Checkbox, Control Panel, Custom Icon, Customer Account, Domain Name, E Mail Address, Email Address, Gt 2, Live Chat, Live Chat Service, Members Area, Message Option, Registered, Secure Website, Set Option, SSL, Statuses, Support Operators, Web Page Urls
For Resellers:
1. Log in to your Reseller Admin Control Panel from http://manage.gossimer.biz/reseller
2. Go to Products -> Renewal Management
3. Before clicking the Go button, select/mention the following details
- Product – Select the Product whose Orders you wish to Renew from the drop down
- Number of Days – Enter the number of days to obtain a list of all Expiring Orders of (all) your Customers within this period
- Customer (optional) – If you wish to Renew Orders belonging to a particular Customer only, you may do so by mentioning the Customer Username (email address) or Customer ID (number) in the appropriate field. If you leave this field blank, the search will display Orders belonging to all your Customers.
For example,
Case 1 – if you want to Renew Orders belonging to All Products, expiring in the next 30 days, then you would need to select the Product as All Products, mention 30 days and not fill the Customer field.
Case 2 – if you want to Renew all Orders belonging to All Products under Customer Username a@somedomain.com only, expiring in the next 30 days, then you would need to select the Product as All Products, mention 30 days and fill the Customer field with a@somedomain.com.
4. Select one or more Orders that you wish to Renew. To select all Orders, select the check box on the top of the form.
5. Click Renew Selected Orders, to select the Number of years for which you wish to Renew each Order.
6. Decide how you wish to Pay for the Renewal of the Orders by selecting one of the Payment Options mentioned below and then click the Continue button to execute the Renewal
- Option 1 – Renew the Orders and the Invoices will be kept Pending for the Customer. This way, he can pay for the Invoices later.
- Option 2 – Renew the Orders using the Current Debit Account Balance of the Customer. This option would immediately debit your Customer’s Debit Account for the Cost of the Renewals. If there are insufficient funds in the Customer’s Debit Account balance, then the system would renew as many Orders as possible.
- Option 3 – Renew the Orders without raising any Invoices for the Customer.
IMPORTANT
At any point of time, you can only add two Bulk Actions for any Customer. This implies that you would not be able to add another Bulk Registration / Renewal / Modification request for a Customer if two Bulk Actions are already running for this Customer. You will be able to add another Bulk Action once the earlier request has been processed completely.
Apart from individually renewing a Live Chat Service package, you can have a glimpse of all expiring Live Chat Service packages and Renew the same in bulk from the Renewal Management interface of your Control Panel.
Click here to read how to Renew an individual Live Chat Service package >>
The Renewal Management interface can be used as follows -
For Customers:
1. Login to your Customer Control Panel from http://manage.gossimer.biz/customer.
2. Go to Live Chat Services -> Renewal Management
3. Select Live Chat Service or any other Product whose Orders you wish to renew from the drop down and enter the number of days, to obtain a list of all expiring Orders within this period, and click Go.
For example, if you want to obtain the list of Live Chat Service Orders expiring in the next 30 days, select Live Chat Service from the drop-down and then enter 30 as the number of days to obtain this list.
4. Select one or more Orders that you wish to Renew. To select all Orders, select the check box on the top of the form.
5. Click the Renew Selected Orders button, to select the Number of years for which you wish to Renew each Order.
6. Upon selecting the number of years you want to renew each Order for, you would be displayed your Current Debit Account Balance with Gossimer and the Total Amount for Renewing the selected Orders, at the bottom of the page.
I. If you have selected less than 25 Orders to be Renewed, then upon clicking the Continue button, you would be prompted to Pay for the Renewal of these Orders. Click here to read how to pay for an Invoice >>
II. If you have selected more than 25 Orders to be Renewed, then
- if you have sufficient funds in your Current Debit Account, then upon clicking the Continue button, your Bulk Renewal request will be added to the queue and it will be automatically processed shortly.
- if you do not have sufficient funds in your Current Debit Account, then you would need to first click the Add Funds link.This will pop-up a new window, where you need to select one of the payment methods and add sufficient funds to cover the cost of Renewing these Orders (i.e., Total Amount – Current Debit Account Balance).Upon completion of the Add Funds process, close this window and refresh the Set Years for Renewal page. Now upon clicking the Continue button, your Bulk Renewal request will be added to the queue and it will be automatically processed shortly.
IMPORTANT
At any point of time, you can only add two Bulk Actions. This implies that you would not be able to add another Bulk Registration / Renewal / Modification request, if two Bulk Actions are already running. You will be able to add another Bulk Action once the earlier request has been processed completely.
Tags: Account Balance, Admin Control Panel, Chat Service, Chat Services, Current Account, Customer, Customer Control Panel, Customer Field, Customer Id Number, Customer Username, Debit Account, Email Address, Example Case, Field Case, Glimpse, Gossimer, Insufficient Funds, Invoice, Invoices, Live Chat, Live Chat Service, Management Interface, New Wind, Payment Options, Queue, Renewal Management, Renewal Option, Renewal Request, Reseller, Resellers, Sys, Syste
Gossimer allows you extreme flexibility in setting your Selling Price for your Customers and Sub-Resellers for your Live Chat Services. Typically, the Pricing module used by the system is a Slab based one, where you can offer automated discounts to your high volume Customers and Sub-Resellers. Configuring your Selling Price for the Live Chat Services is a mere 2 step process.
Step 1: Set your Pricing Slabs
You can define the Pricing Slabs depending upon the Total Receipts of your Customers/Sub-Resellers or the number of Live Chat Service Orders purchased by your Customers/Sub-Resellers. The Selling Price to each Customer/Sub-Reseller is determined at the time of purchase depending upon the Total Receipts, the number of Live Chat Service Orders, your Slab Pricing and the Customers’/Sub-Resellers’ Specific Pricing.
Reference:
Concept of Total Receipts explained in detail >>
Understanding Pricing Slabs >>
How to set Pricing Slabs?
1. Login to your Control Panel from http://manage.gossimer.biz/reseller.
2. Go to Settings -> Set Pricing, Plans and Promos.
3. Click on the Live Chat Service to set its Discount Slabs for your Sub-Resellers and/or Customers, and click on Update.
4. Add as many Slabs as required, in this manner.
Step 2: Setting your Selling Price
Once you have set your Pricing Slabs, you can move on to specifying the Selling Price for each of the Slabs. You can specify the Pricing individually for each of the configurations. To do this, follow the steps mentioned below:
1. Login to your Control Panel from http://manage.gossimer.biz/reseller.
2. Go to Settings -> Set Pricing, Plans and Promos.
3. Click on the Live Chat Service
4. Here, click on Set Pricing
5. On the succeeding page, you will find a list of the different plans that you offer – the plans bear the default names Basic, Small Business, Corporate and Enterprise. Should you wish to modify these, you can do so here.
6. Next, you need to specify your Selling Price for Customers and Sub-Resellers. Enter the Selling Price for your Customers and Sub-Resellers for all the Slabs in each of the plans. (Note that, if you leave the value for any Slab empty, the value of the preceding Slab for that plan would be considered for this Slab. The base Slab, however, cannot be empty.)
7. Click on Update Pricing.
IMPORTANT
The SuperSite and PartnerSite contain information about the various Live Chat Plans you offer to your Customers and Sub-Resellers respectively and the Pricing information related to the Live Chat Services. This data is downloaded to your SuperSite and PartnerSite from your Control Panel and cached (stored) on the SuperSite and PartnerSite Server respectively. Hence, you would need to refresh the cache of your SuperSite and PartnerSite once you have completed the above process. You can accomplish this from within your Control Panel itself by clicking on Tools -> Reload SuperSite & PartnerSite Cache -> SuperSite Live Chat Data (to refresh SuperSite Cache Data) and Tools -> Reload SuperSite & PartnerSite Cache -> PartnerSite Reseller Slabs (to refresh PartnerSite Cache Data).
What is SuperSite >>
What is PartnerSite >>
Tags: Chat Service, Chat Services, Control Panel, Default Names, Extreme Flexibility, High Volume, Live Chat, Live Chat Service Orders, Receipts, Resellers, Slabs, Small Business, Step 2, Volume Customers
In order to use the Live Chat Service on your website, you need to retrieve the HTML code and put it on your website.
Follow the steps mentioned below to obtain the code:
1. Login to your Control Panel, search for the Domain Name for which you have purchased the Live Chat Service and proceed to the Order Details view page. Click here to know how >>
2. Here, click Manage Live Chat Service. This will take you to the Registered members area.
3. Here, click the code that you require from the different types of codes listed under INTEGRATION CODE section, and copy this code to your website. Click here to know about different types of codes available >>
IMPORTANT
1. If you use the code available within the LivehelpGenie Operator software, the visitors will be visible only to the Agent who copied the code.
2. The code provided in the software is different than the one provided within the control panel.
3. Ports in the range 37643 to 37648 need to be enabled/opened for the following to work:
i. Live Chat Agent software – If this software is installed on a computer that is behind a Firewall or Proxy Server, then you need to request your System Administrator to enable/open these ports for you.
If you are connected to the Internet via a Cable/DSL ISP, then you need to contact your ISP and request them to enable these for you. Typically, Dial-up Internet users do not face port blocking issues and would not have to request their ISP for enabling these ports.
ii. Live Chat code for your website – If the web server where your website is hosted (which has the LivehelpGenie Live Chat code installed) behind a Firewall, then you need to request your Web Hosting Provider to enable/open these ports for you.
Tags: Agent Software, Area 3, Cable Dsl, Chat Code, Chat Service, Control Panel, Domain Name, Firewall, Gt 2, HTML, Html Code, Integration Code, Internet Users, Isp, Live Chat, Live Chat Service, Members Area, Operator Software, Ports, Proxy Server, Registered, System Administrator, Web Hosting, Web Hosting Provider, Web Server
Order Suspension is a useful feature available to Resellers of Gossimer. In this status, the Order remains in the database but is inactive and the functionality associated with it cannot be used. No one can make any modifications to this Service, unless it is unsuspended.
Follow the steps below to Suspend / Unsuspend the Live Chat Service for a Domain Name:
1. Login to your Reseller Control Panel from http://manage.gossimer.biz/reseller.
2. Go to Products -> Search -> Live Chat Service Search and search for the Domain Name for which you wish to suspend the Live Chat Service.
3. In the Order list, click the Domain Name. This will take you to the Order Details view.
4. Here, click Suspend / Unsuspend.
- If you wish to Suspend the Service, you would have to select the check box for Suspension, enter the reason for Suspension and click Update.
- For Unsuspending, unselect the check box and click Update.
Tags: Chat Service, Details View, Domain Name, Functionality, Gossimer, Live Chat, Live Chat Service, Reason, Reseller Control Panel, Resellers, Search Domain, Search Service, Service Search
Whenever a visitor at your website clicks the Live Chat icon, a new browser window is launched. This window uses a Java applet to connect to the LivehelpGenie Server and provides chat technology.
Gossimer provides you the ability to comprehensively customize this chat window. Not only can you determine the color themes and logos, but you can also modify the default hard-coded messages and button labels. Follow the steps below to customize the chat window:
1. Login to your Control Panel, search for the Domain Name for which you have purchased the Live Chat Service and proceed to the Order Details view page. Click here to know how >>
2. Here, click Manage Live Chat Service. This will take you to the Registered members area.
3. Under Settings, click Chat Window Branding.
4. Here, you can specify details such as
- The location of your company address and logo – Every time a chat window opens, your choice of logo is fetched from the URL you specify here and displayed in the window.
- The link to which your image points
- Miscellaneous text, such as a Welcome message or your Company slogan.
- The window color theme
- Display post chat survey and option for visitor to receive copy of chat transcript by email
- A customized message to be displayed when your Support Operators are not available for some reason.
5. Click Submit.
6. Under SETTINGS, click Chat Window Text.
7. Here, you can specify your own messages or text to replace the default hard coded text in the chat window, such as the connection or wait messages and the button labels.
8. Once you have specified these, click Submit.
Tags: Area 3, Browser Window, Button Labels, Chat Icon, Chat Service, chat technology, Color Themes, Company Address, Company Slogan, Control Panel, Domain Name, Gossimer, Gt 2, Image Points, Java, Live Chat, Live Chat Service, Logos, Manage Live Chat Service, Members Area, New Browser, Registered, Support Operators, Window 1
You can perform any modifications, such as Renewing, Upgrading/Downgrading or Deleting your Live Chat Service package from your Control Panel itself. Follow the steps outlined below to make the modifications you desire –
Login to your Control Panel, search for the Domain Name for which you have purchased the Live Chat Service package and proceed to the Order Details view page. Click here to know how >>
Renew your Live Chat Service
You can Renew your Live Chat Service package at anytime, for a duration ranging from 6 months to 5 years.
- In the Order Details view, click Renew Service button.
- On the next page, select the duration for which you wish to Renew this package, and click Renew Service.
- Then proceed to make the payment and the Renewal would be effected immediately.
Upgrade/Downgrade your Service
At any point in time, you can Upgrade or *Downgrade to any of the other Live Chat Service packages offered by Gossimer, to suit your requirements.
- In the Order details view, click Upgrade/Downgrade button.
- Here, in the Package Details section, select the package to which you wish to Upgrade/Downgrade. Simultaneously, you may choose to extend the duration of your package by selecting a duration from the Renew Service drop-down.
- When you select the new specifications for your Order, you would see the cost of the modification. This is calculated as
([n x Monthly cost of the new package] + Pro-rated cost for the current month) – Credits remaining from the existing package
where, n = duration of the new package in months
Then proceed to pay for the Invoice, if any payment is applicable. The modification would be effected immediately.
IMPORTANT
*On downgrading a package, the surplus funds are not credited to your account – however, they can be immediately utilized to extend the duration of your package.
Delete your Service
If for some reason, you do not wish to continue with the Live Chat Service provided by Gossimer, then you may Delete your Live Chat Service package.
- In the Order Details view, click the Delete Service button.
- Confirm the Deletion of this package.
- On confirming, Deletion would be effective immediately.
Tags: Chat Service, Control, Control Panel, Delete, Delete Service, Desire, Details Section, Domain Name, Duration, Gossimer, Invoice, Live Chat, Live Chat Service, Package Details, Point In Time, Renew Service, Search Domain, Service Button, Service Package, Surplus Funds, Upgrade Downgrade
Once you have set up your support chat system, you need to put a certain piece of code on your website. Although it is not necessary to put this code on every page of your site, it would be advisable to do so for best results.
Gossimer offers you several types of codes to use for your Live Chat setup. You can use any of the following, to suit your purpose -
1. LivehelpGenie code for websites - Use this code on your websites, to track movement of visitors, and provide a chat link. There are several variations of this code, for instance
- LivehelpGenie Live Chat and Tracking Code: For pages where you wish to track visitors, and display a Live Chat image.
- LivehelpGenie Live Chat email signature code: To put in your HTML emails.
- LivehelpGenie Live Tracking Code for pages: For pages where you wish to track visitors, without Live Chat Image display.
- LivehelpGenie Code for Secure Websites: For sites starting with https://. There are two sets of code, for tracking with or without the Live Chat Image display.
2. LivehelpGenie code for auctions – Use this code on your auction websites. Provide the name of the Auction, and your username for the selected Auction Type, and click Get My Code to generate the code that you can use on your site.
Once you have decided about the type of code to use, you need to generate the code to put on your website. Click here to read how >>
Tags: Auction Type, Auctions, Chat Image, Chat System, HTML, Live Chat, Signature Code, Variations
To allow Agents to login to the Live Chat software, you need to create Usernames for them. With these Usernames, they would be able to connect to the chat client and chat with any visitors on your website. You can add as many Operators as you choose. However, the number of Operators that can simultaneously login to chat is restricted by your package terms.
Also, you can add multiple Departments and add Operators under these Departments. The ability to create Departments, as well as the number of Departments depends upon the package you have selected.
To add Agents and Departments for your Service, follow the steps mentioned below:
1. Login to your Control Panel, search for the Domain Name for which you have purchased the Live Chat Service and proceed to the Order Details view page. Click here to know how >>
2. Click Manage Live Chat Service. This will take you to the Registered members area.
3. Under USERS, click Add Department.
4. Enter a name for the Department, a password for administration of this Department and an Email address associated with this Department. Complete the process by clicking Add Department.
5. Now click Add Agent.
6. Provide an Agent Username, Password, Email address and Department (Main account, if no departments exist) to create the Operator. The Agent’s Username for the chat client would be of the form AgentUsername@yourdomainname.com. This can be used to login to chat.
Tags: Add Department, Area 3, Chat Client, Chat Service, Chat Software, Control Panel, Domain Name, Email Account, Email Address, Gt 2, Live Chat, Live Chat Service, Members Area, Registered
As a Reseller, you need to make the following settings within your Reseller Control Panel to begin selling Products and Services to your Customers and Sub-Resellers.
1. Select your Selling and Accounting Currency
At the time of sign-up, you MUST select your desired Selling and Accounting Currency.
Click here to see a video on setting your Selling and Accounting Currency >>
Click here to read an article on setting your Selling and Accounting Currency >>
2. Add Funds in your Reseller Account
To let your Customers and Sub-Resellers buy Products and Services through you, you need to add sufficient Funds in your Reseller Account with . How? >>
3. Understand the relationship between Resellers, Customers, Sub-Resellers and Orders
Click here to see a video on an Introduction to Customers, Sub-Resellers and Orders >>
4. Decide which Products and Services to sign-up for, and configure them
Gossimer offers a wide-array of Products and Services that you can choose to sell. Select the services that you wish to sell, and sign-up for them from your Control Panel. How? >>
Once you have signed up for these Products and Services, you need to configure various settings before you get started
Click here to see a video on setting up your Domain Registration Business >>
Click here to read the Domain Registration Reseller Setup Guide >>
Click here to read the Domain/Mail Forwarding and Managed DNS Reseller Setup Guide >>
Click here to read the Web Hosting Reseller Setup Guide >>
Click here to read the Email Hosting Reseller Setup Guide >>
Click here to read the Website Builder Reseller Setup Guide >>
Click here to read the Live Chat Reseller Setup Guide >>
Click here to read the Digital Certificate Reseller Setup Guide >>
5. Configure your website
Gossimer offers you various methods of setting up your own Website to sell various Products and Services integrating your Sales process with our system. You could either
Use our ready-made private labeled SuperSite for all your retail business
Click here to read the SuperSite Guide >>
You MUST do the following if you are using the SuperSite -
- Change the URL for your SuperSite. How? >>
- Customize the header/footer of Supersite. How? >>
- Specify the Additional Payment Options for your Customers/Resellers in the SuperSite. How? >>
- Customize the content of the Static bar on your SuperSite. How? >>
- Customize the content of the Contact Us page on your SuperSite. How? >>
AND/OR
Use our ready-made private labeled PartnerSite for all your wholesale business
Click here to read the PartnerSite Guide >>
You MUST do the following if you are using the PartnerSite -
- Change the URL for your PartnerSite. How? >>
- Customize the header/footer of PartnerSite. How? >>
- Customize the content of the Static bar on your PartnerSite. How? >>
- Customize the content of the Contact Us page on your PartnerSite. How? >>
OR
Create your own website using our API
Along with your Reseller account you get a comprehensive API with FREE client kits in PHP, Java, Perl and .NET. All Resellers have API access to the system. Every functionality of the system is available as an API CALL.
Click here to learn more about the API >>
NOTE: The API Integration method is recommended only if you have a proficient development team.
6. Configure Control Panels for your Customers and Sub-Resellers
provides you with comprehensive private-labeled control panels for your Customers and Sub-resellers in order to manage the products and services they purchase from you. You can either -
Use our ready-made private labeled Control Panels
The Control Panels allow your Customers and Sub-Resellers to place, manage, upgrade, downgrade, use, renew, delete, suspend/unsuspend, lock their Orders for various Products and Services from a single management window.
You MUST do the following if you are using the Control Panels -
- Set your company logo on top of your Customer/Sub-Reseller Control Panels. How? >>
- Customize the Footer of your Customer/Sub-Reseller Control Panels. How? >>
Build your own Control Panels using our API
If you are already selling several other products and services to your existing customer-base through another interface/control panel and do not want to add the burden of introducing the new Control Panels to them, you could use the OrderBox API to integrate provisioning and management of all OrderBox Products and Services in your existing interfaces and Control Panels.
Gossimer provides you comprehensive API kits in Java, PHP, Perl and .Net. You can use any of these to integrate with the system. More on API >>
The API Integration method is recommended only if you have a large Customer base and employ the services of a proficient development team.
7. Integrate your Website and Shopping Cart with your Customer Control Panel
Once you have configured your website and Control Panels for your Customers in steps 5 and 6 above, you should configure the integration between your Customer Control Panels and your website, so that your Customers can jump from their Control Panels to your website to make any purchases. Click here to learn how you can do this >>
8. Update your Contact Information
Personal Details: Personal Information such as your Personal details, your Brand Name, your Website URL, your personal Language preferences, can be easily reviewed and modified from your Reseller Control Panel. How? >>
Company Contact Information: The system automatically sends emails to your Customers and Sub-Resellers from the e-mail addresses and From Names specified in your Contact Information section.
You should update the contact details of various departments in your company, to ensure that all communication with your Customers and Sub-resellers is carried out using your branded email addresses and email signatures. How? >>
9. Configure your Payment Collection options
Setup your Online Credit Card Payment Gateway: The system allows you to integrate any Payment Gateway of your choice to collect money online from your Customers and Sub-Resellers.
Click here to read the Payment Gateway Integration Guide for more details >>
Click here to learn ho you can define the Minimum Transaction Amount for a Payment Gateway Transaction >>
Specify offline Payment Collection Methods for the SuperSite: Apart from collecting funds via a payment gateway, you should also describe other offline means of receiving funds from your Customers, during their shopping process, within the SuperSite. How? >>
Specify offline Payment Collection Methods for the Control Panel: You may also present other offline means of receiving funds to Customers/Sub-Resellers who wish to pay you from within the Control Panels e.g. your Bank details for receiving Bank/Wire Transfers, your Company Details to receive Check/Draft payments. How? >>
Configuring Payment Collection Parameters: You can let OrderBox assist you in collecting payments from your Customers by specifying appropriate Payment Collection Parameters for every Product and Service, that you are selling through OrderBox. How? >>
10. Configure Other Miscellaneous Options
Set your Funds Threshold Level: You should ensure that you always have a healthy balance in your Advance Account with to allow execution of your Customers and Sub-Resellers orders, by defining your Funds Threshold Level from inside your Control Panel, so that OrderBox can remind you via e-mail when your balance falls below this level. How? >>
Company Users: Create special logins for your (sales, support etc.) company users to enable them manage your business efficiently. Control all access for these accounts; and restrict specific menus from being viewed through them. More >>
Sub-Reseller Sign-up options: OrderBox lets you control Sub-Reseller sign-ups under you. More >>
Tags: Accounting, Api, Array, Bank/Wire Transfers, Control Panels, Currency, Digital Certificate, DNS, Domain Mail, Domain Registration Business, Email, Email Hosting, Email Setup, Gossimer, Gt 2, Gt 4, Gt 5, Java, Live Chat, Mail Forwarding, Online Credit Card Payment, Perl, Php, Read Email, Read Mail, ready-made private, Relationship, Reseller Account, Reseller Control Panel, Resellers, retail, Setting Up Your Own Website, Startup Guide, Static Bar, Web Hosting, Web Hosting Reseller Setup Guide, Website Builder
The Managed DNS, Web Hosting, Email Hosting, Live Chat and Website Builder Orders reside on separate servers from the ones you connect to, via the API Kits. Due to this, your Customers need to login into their (individual) Control Panels, for managing such Orders.
Gossimer now provides you with another method of directly allowing access to your Customer, to manage their Managed DNS, Web Hosting, Email Hosting, Live Chat and Website Builder Orders from your interfaces itself.
To accomplish this, you need to use either of these 2 methods and pass the following parameters to the mentioned URL, via an HTTP POST method:
Method 1 (recommended)
URL – http://<Your_Control Panel_Branded_URL>/servlet/ManageServiceServletForAPI
- orderid – the Managed DNS/Web Hosting/Email Hosting/Live Chat/Website Builder Service Order Id that your Customer wants to manage
- loginid – you need to generate a Login ID, that you need to pass as the value of this parameter for allowing the Customer to manage his Order. This can be accomplished by calling the API method generateLoginID in the Customer class. In order to call generateLoginID, you will have to pass ipAddress as a parameter. This Login ID generated will be valid for a very short period of time and you should use it immediately upon generating it.
- viewdns – the value of this parameter can be either true or false. If you do not pass any value for this parameter, then it is interpreted as false.Pass true – if the Order is Web Hosting or Mail Hosting and you want to allow your Customer to manage the DNS Records of that particular Order.
Pass false – if the Order is Web Hosting or Mail Hosting and you want your Customer to manage only the Web or Mail Hosting Order.
This method is the most secure method of allowing your Customers to manage their Managed DNS, Web Hosting, Email Hosting, Live Chat and Website Builder Orders, since it does not expose the Customer’s Username and Password in your interface.
If you choose to use this method, then you would need to create an intermediate interface to which you can provide the required parameters, and which in-turn generates a valid URL and redirects your Customer.
You need to provide orderid and any authentication details (optional) to this interface. This interface would then call the API method generateLoginID of the Customer class and build a URL with loginid, viewdns and orderid as parameters, and then redirect the Customer to this URL.
Example
Let us call this interface a servlet named ManageOrderBoxControlPanel (assuming that you are using our JAVA API Kit).
- This interface would accept Managed DNS/Web Hosting/Email Hosting/Live Chat/Website Builder Service Order Id as a parameter. So, in order to manage a Service, you will call this interface with http://<Your-Server-URL>/ManageOrderBoxControlPanel?orderid=<orderid>.
- Now this servlet would need to call the API method generateLoginID of the Customer class like -String loginid = API call to “generateLoginID(username,password,resellerid,langpref,role,ipAddress) ;
where,
- username – the Username of the Customer, to whom the Order belongs
- password – the Password of the Customer, to whom the Order belongs
- resellerid – the Reseller Id associated with your Reseller account. This is obtainable from Settings -> Personal Information -> Primary Profile in your Reseller Control Panel.
- role – customer
- The final URL to which you would then redirect your Customer to, would look like - http://<Your_Branded_URL>/servlet/ManageServiceServletForAPI?loginid=<loginid>&orderid=<orderid>&viewdns=<true/false>
The pseudo code for accomplishing the above is as follows:
public class ManageOrderBoxControlPanel extends HttpServlet
{
authentication params = Get Authentication parameters;
orderid = Get OrderBox orderid;
classname = Customer class;
viewdns = false;
set ipaddress with authentication parameters to call “generateLoginID”;
try
Unknown macro: { loginid = API method call “generateLoginID” of Customer class. }
catch()
Unknown macro: { handle exceptional condition. }
url = “http://<Your_Branded_URL>/servlet/ManageServiceServletForAPI?loginid=” + loginid + “&orderid=” orderid + “&viewdns=” + viewdns ;
response.sendRedirect(url);
}
Method 2
URL – http://<Your_Control Panel_Branded_URL>/servlet/ManageServiceServletForAPI
- orderid – the Managed DNS/Web Hosting/Email Hosting/Live Chat/Website Builder Service Order Id that your Customer wants to manage
- username – the Username of the Customer, to whom the Order belongs
- password – the Password of the Customer, to whom the Order belongs
- resellerid – the Reseller Id associated with your Reseller account. This is obtainable from Settings -> Personal Information -> Primary Profile in your Reseller Control Panel.
- viewdns – the value of this parameter can be either true or false. If you do not pass any value for this parameter, then it is interpreted as false.Pass true – if the Order is Web Hosting or Mail Hosting and you want to allow your Customer to manage the DNS Records of that particular Order.
Pass false – if the Order is Web Hosting or Mail Hosting and you want your Customer to manage only the Web or Mail Hosting Order.
The disadvantage of using this method is that it is a bit less secure as the Customer Username and Password along with your Reseller Id can be viewed in the source of the page, from where you post to the ManageServiceServletForAPI servlet.
IMPORTANT
Do not send the above mentioned as parameters as part of a URL, or else this information will be displayed in your Customer’s Browser Address Bar.
Tags: Api, Browser Address Bar, Control Panel, Customer Class, DNS, Dns Hosting, Dns Records, Email Hosting, Hosting Website, http, Individual Control, Java, Live Chat, Login, Lt, Mail Hosting, Mail Order, Managed Hosting, Parameters, Period Of Time, Servers, Short Period, Url, Web Email, Web Hosting, Web Hosting/Email Hosting/Live, Web Hosting/Email Hosting/Live Chat/Website Builder Service Order Id, Web Mail
Once you have purchased the Live Chat Service, you need to take the following steps to start using Live Chat on your website.
1. Choose the required icon set. Click here to find out how >>
2. Add Operators (and Departments). Click here to find out how >>
3. Get the HTML code you need to paste into your web pages and emails and add it to your website. Click here to find out how >>
4. Customize the chat window interface. Click here to find out how >>
5. Download the LivehelpGenie Agent Client software and install it on each Agent’s computer. Click here to find out how >>
Once you have completed these steps, simply login to the LivehelpGenie Agent Client software using the Agent Username and Password created in Step 2, and begin entertaining chat requests from your website.
Tags: Chat Service, Client Software, Customize, Gt 2, Gt 4, Gt 5, HTML, Html Code, Live Chat, Live Chat Service, Step 2, Web Pages, Window Interface
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