Good News! Tagove Launches Its Own CRM to Manage Live Chat Conversations & Leads Read More
Welcome to Tagove! This is a user help manual to simplify the use of Tagove from installation to effcitvley using the application daily. If this is your first time using Tagove we recommend that you go through the manual to makes sure your experience is effective and enjoyable!
As Tagove is an online cloud based solution; there is no need for any software installation.What we do recommend however is that you use Google Chrome as your default web browser for the best results. Please copy and paste the below link in your browser address bar if your PC or laptop does not have Chrome installed: https://www.google.com/chrome/browser/desktop
Tagove has what we call an ‘ideal’ environment where it performs its best. This includes
- Using Google Chrome for the backend.
- having an SSL certificate on your domain
- Allowing your browser to access your camera & microphone
- Screen sharing extension can be downloaded here
- Built-in camera or an external camera
- Microphone or headsets
To use Tagove you must register. The steps below will take you through the process.
1. go to https://www.tagove.com
2. click on the ‘Start your free trial’ button as below
3. Fill out the below form, step 1/4
4. You must enter your card details. You will not be charged within the 14 days free trial, step 2/4
5. We recommend you read the instructions & watch the product demo
6.Lastly, you must install this widget code into the tags of your website source code in order for Tagove to appear/work within your website.
1. Go to https://www.tagove.com and click ‘login’ on the top right.
2. Simply enter your email address and password you had registered with and click ‘login’
1. Adding additional seats can be done from your dashboard once you have logged in
2. Simply click ‘Upgrade’ in the top-right section
3. Simply click on the middle ‘premium’ box which will highlight.
4. Select the number of agents required
5. Select your billing cycle
6. Proceed to checkout to Iniliase additional seats
7. You may pay with your registered card or a new card can be added
8. Once you have checked out, please click ‘Agents’ from the side bar.
9. Select ‘New agent’
10. Fill out the form below for the new agent and then click ‘submit’ Add additional seats
11. The agent will then appear in your ‘agents’ section
1. From the side bar click on the ‘Agents’ tab
2. Simply click the ‘Departments’ button
3. Here you will see a list of current departments, if any. Then click ‘New Department’
4. Lastly, fill in the departments name and click ‘submit’
5. Once submitted, you will see the new department here. Departments can be made active/in-active from the blue edit icon.
1. Widget themes show how the Tagove chat box will look from your customers view
2. Widget themes can be changed. Simply click ‘Integration’ from the side bar.
3. Then by clicking ‘Widget Theme’
4. You can now select your widget theme from the options provided.
- You may also choose the background colour
- offine button colour, for when you are not online
- Silent widget does not visually show the chat widget unless the user for example clicks a button. This could be a ‘video call’ button which then shows the widget
5. You can edit the following factors on your chosen theme
1. To determine the text and functionality of your widget you must go to ‘Integration’ from the side bar
2. Then click ‘Widget theme’ from the top navigation bar
3. From here you can select the functionality on the widget. This will determine the functionality avalible to your agents and customers.
- You may turn on the video and voice call from the customers perspective
- You may turn on the screen sharing & co-browsing for the agents
4. All text/messages on the widget can be amended to suit your requirements
1. Chat forms allow you to gather information before a user initiates a conversation. They also allow you to capture information whilst your are online. To set-up the chat forms you must to go ‘integration’ on the side bar.
2. Then click ‘Chat Form’ from the top navigation bar
3. Here you will see options for both online and online chat forms. By ticking the check-box you can decide which information you require from your user prior to a chat. The variables vary from, Name, Message, Email & Phone.
1. To change the language of your dashboard, please click the language drop down and select your desired language.
1. Triggers allow you to create pro-active messages to send to online users. Pro-active messages are automated messages sent by the system when a certain condition is met. For example : send a message to a visitor if they have been on the website for more than 15 seconds.
2. To set-up Triggers you must go to the ‘Triggers’ section from the side bar.
3. Here you will see a list of current Triggers if any have been previously set. On current triggers you can click the blue button to edit the settings of the Triggers or the red button to delete the trigger.
4. To set-up a new Trigger you must click the ‘New Trigger’ buttons highlighted below
5. You must then fill out the following form.
5.1 Give the Trigger a name depending on it’s action
5.2 Status allows you to make the Trigger active or non-active
5.3 The order allows you to set a specific order in which the Triggers run
5.4 Keep enable allows the trigger just to run once or continiously when the page is changed
6. You can then set the Trigger rules. Below is a Trigger which checks if the user is on the website more than 10 seconds and then ‘Triggers’ an auto-message “Hi, Welcome to Tagove, is there anything i can help you with today?”
1. Below is the backend user chat screen, where they will interact with active chats
1. When a chat is initiated by a user from the website, it will appear as a pending chat. Meaning this is an incoming chat, which has not yet been answered.
2. In order to answer this call, we recommend you click the red icon highlighted below.
3. This will move the conversation into ‘Active chats’ meaning this conversation has been answered by an agent. The icon will also turn blue..
4. In step 2, by clicking the red icon will prompt the chat widget to display for the agent.
5. For a customer agent to start a video conversation with the customer. They must click the video icon highlighted below.
6. By clicking the video icon, this will ring/alert the customer on the front end, allowing the customer to answer the incoming video start.
7. The customer can also make a video call the customer agent, by clicking the video icon highlighted below
8. The customer agent can then click on the following icons highlighted to answer the video call either as a video or voice call.
9. During a video call. Camera’s can be turned on, allowing the participants to switch from a video call to in essence a voice call. You must simply click the camera icon.
1. When a chat is initiated by a user from the website, it will appear as a pending chat. Meaning this is an incoming chat, which has not yet been answered.
2. In order to answer this call, we recommend you click the red icon highlighted below.
3. This will move the conversation into ‘Active chats’ meaning this conversation has been answered by an agent. The icon will also turn blue.
4. In step 2, by clicking the red icon will prompt the chat widget to display for the agent.
5. For a customer agent to start a voice call with the customer. They must click the phone icon highlighted below.
6. By clicking the phone icon, this will ring/alert the customer on the front end, allowing the customer to answer the incoming voice call.
7. The customer can also make a voice call the customer agent, by clicking the phone icon highlighted below
8. The customer agent can then click on the following icons highlighted to answer the voice call either as a video or voice call.
9. During a voice call. The microphones can be turned on, allowing the participants to mute their side of the call
1. Co-browsing allows a customer agent to remotely interact with the customers screen. This is only within the web-page of the designated domain with the Tagove widget code.
2. Co-browsing can only occur when in a conversation with a customer, and can only be done by the agent chat screen and not the customer widget on the front end.
3. To initiate a co-browsing session, the agent must click ‘Co-browse’ from the chat screen highlighted below
4. The customer agent must then ‘Request user co-browse’ by clicking the highlighted button below
5. The customer will then be prompted with the message below, where they must click ‘ok’ to initiate the co-browsing session.
1. Screen sharing allows an agent to remotely visually show their screen to a customers, or allows the customer to share their screen to the agent.
2. Screen sharing can only occur when in a conversation with a customer, and can only be done by the agent chat screen and not the customer widget on the front end.
3. In order for an agent to share thier screen to the customer. They must click on the highlighted icon below
4. Which will show the agent the following pop-up. The agent can choose to share their entire screen or specific pages and then click ‘share’.
