Live Chat

Improved Live Widget Integration Instructions, Optimized WebRTC Service and Archiving Features released in November 2014

by Shahzad Ashraf

During this last month, we have added many new features to our applications and also improved existing features. The following release notes for each application provide an easy to digest overview of changes during November 2014

Banckle.Chat

New Features

- New Live Chat Widget Images  New widget image designs are available in the widget image library.
- Add Tool-tip For Accept Image in Queue List  Tool-tip added for accept image under Queue List for all new incoming requests from website visitors.

Improvements

- Improved Instructions and Feature Titles in UI  Title and pop over information text improved to provide more information about what the feature does.
- Improved Introductory Email with Chat Code  Email containing live widget code improved to also show information about placing the code in your website.
- Track Visitors Typing Turned on Default  Enabled visitors typing text feature by default.
- Improved Instructions on Where to Place Widget Code  Updated instructions and steps about the placement of live widget code in your website.
- Live Widget Code Re-integration Alert After Modified Widget Settings  Added alert for users if changes to widget settings require updating widget code on user's website.

Bug Fixes

- After changing widget type in widget settings, preview page link doesn't change accordingly.
- File upload from chat widget does not work.
- Visitor file upload causes error.
- Fail to upload files when use expired Box as storage.
- Upgrade banner overlaps with 3rd party app buttons.
- Operator to operator chat history issue.
- Chat widget is hijacking menu links.
- Banckle.Chat timing out - prompting for login.
- Operator cannot input in chat console in IE.
- Some images don't display while co-browsing.
- Display half of the page when co-browsing.
- Chat widget redirecting to Banckle.com.
- Operator showing offline.
- Cannot chat and cannot see visitors online.

Banckle.Meeting

Improvements

- Only Start RTC Service When Meeting is Started  Initiate RTC service only when a new meeting session starts to optimize service workflow and usability.

Bug Fixes

- Can't end a meeting.
- Meeting hanging at 30% on loading meeting room.
- Cannot process recording when user starts recording after video is closed in WebRTC mode.

Banckle.Campaign

New Features

- Add Archiving Feature to Campaigns and Templates  You can now archive your Banckle.Campaign email campaigns as well as campaign templates.

Banckle.Accounts

Improvements

- Improve User Details onload UI  Speed up loading process of User Details screen.
- Improve Users and User Details UX  Enhancements added to the process of viewing User Details in Banckle.Accounts and applying changes as needed.

Sign Up for a FREE Banckle account if you are yet to subscribe. Please talk to us if you need assistance on your questions about Banckle applications. Feel free to provide your valued feedback on Banckle Community Forums. Thanks for reading!

Cross Browser Notifications – Manage Live Chat Sessions on Chrome FireFox Safari & IE Browsers

by Shahzad Ashraf

Notifications are one of the core functions of any live customer support software. Since online chat has become an essential tool for customer assistance due to it's rapid response time and no-hassle usage on the customers' part, website visitors around the globe are more keen to use live chat for getting their questions answered than any other mode of customer or sales support.

When it comes to using a similar setup for assisting your website visitors, business owners are always on the outlook for chat apps which offer different types of notifications including sound notifications, visual or desktop notifications, mobile push notifications and email notifications. Notifications allow users to always stay connected to their customers and never miss any live requests or updates.

Cross Browser Notifications Feature Explained

Banckle.Chat supports cross-browser notifications along with sound, visual, email and mobile notifications already available. You can use any popular web browser to sign into Banckle.Chat to offer online customer support for your websites and never miss any visitor live requests. You not only get alerts for incoming live chat requests, but all new messages from visitors during live customer assistance sessions are also displayed on your desktop.

So, even if you are engaged in other important tasks, no customer requests will go unnoticed. And, when assisting multiple customers concurrently, you won't miss a customer message. With the addition of browser notifications feature, Banckle.Chat is offering a truly platform independent, enterprise friendly set of features to it's users.

Supported Browsers

Latest versions of Firefox, Google Chrome and Safari browsers are supported. Internet Explorer does not support HTML5 notifications but you can pin Banckle.Chat page to task bar to view an unread messages indicator in Internet Explorer.

How To Use This Feature

You are not required to enable this feature manually from app settings. It is auto-enabled. When your browser prompts you to confirm if notifications from Banckle.Chat should be allowed, just select allowed, then you'll receive notifications for new requests and messages.

Banckle.Chat BrowserNotifications Chrome EnableOption Cross Browser Notifications – Manage Live Chat Sessions on Chrome FireFox Safari & IE Browsers

Enable Banckle.Chat Browser Notifications

Logged in agents will see the notifier on their desktop for each new live chat request or a new message sent by website visitors.

Banckle.Chat BrowserNotifications Desktop Popup Cross Browser Notifications – Manage Live Chat Sessions on Chrome FireFox Safari & IE Browsers

New Chat Request Notification

Banckle.Chat BrowserNotifications MessageAlert Cross Browser Notifications – Manage Live Chat Sessions on Chrome FireFox Safari & IE Browsers

New Message Notification

Your agents can click a notification popup to jump to the Banckle.Chat browser tab or window open to accept the incoming request and start chatting with your customers.

Banckle.Chat BrowserNotifications AutoFocusTab 1024x213 Cross Browser Notifications – Manage Live Chat Sessions on Chrome FireFox Safari & IE Browsers

Accept Live Chat Request




banckle chat Cross Browser Notifications – Manage Live Chat Sessions on Chrome FireFox Safari & IE Browsers
Sign Up for a FREE Banckle account if you are yet to subscribe. Please talk to us if you have any questions about Banckle.Chat or assist yourself with the online chat documentation for detailed information. Please feel free to provide your valued feedback on Banckle Community Forum. Thanks for reading!

Banckle.Email and Banckle.Campaign Scheduled Downtime – December 04, 2014

by Shahzad Ashraf

Dear Banckle Customers,

Banckle.Email and Banckle.Campaign servers are undergoing scheduled maintenance on Thursday, 4th December from 01:00 to 01:45 CT (GMT-6).

During this time, Banckle.Email and Banckle.Campaign apps and APIs will not be available. Please check back for updates. We apologize for any inconvenience caused.

Regards,

The Banckle Team

Spotlight on Banckle Festive Discount Offer and other news, December 2014

by Shahzad Ashraf
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Monthly Newsletter
December, 2014
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Create custom enterprise applications using Banckle APIs or get productive right away with our cloud hosted, platform independent online collaboration tools - Banckle Cloud Apps. Save more this holiday season with Banckle and get a 10% discount on all new subscriptions as well as existing subscription upgrades!
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Product News
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New: Archive Campaigns and Templates
You can now archive your Banckle.Campaign email campaigns as well as campaign templates.
Update: File Upload Feature Improvements
Connect file storage provider and authentication UI enhancements.
Update: WebRTC Service Optimization
Improved RTC server stability and screen share service stability.
Update: New Chat Widget Images Available
New widget image designs are available in the widget image library. Try out a new style today.
Coming Soon
- Banckle.Campaign for Joomla: Send personalized marketing campaigns or design attractive monthly newsletters in the Joomla platform using Banckle.Campaign's rich feature set, the best enterprise cloud hosted email marketing application.
- Banckle.Campaign for WordPress: Create new campaigns and custom templates, send targeted marketing campaigns or manage user lists and subscribers in WordPress with Banckle.Campaign.
Community Buzz
- Our Banckle.Chat app is short-listed among the best chat plugins for WordPress blog websites at HowToWebDesign.org
From The Library
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How To Monitor Missed Live Chat Requests in Banckle.Chat
View and process all live requests from website visitors which were missed by signed-in agents in Banckle.Chat. Read More
Use Banckle.Chat JavaScript API to Handle Chat Events on Client-Side
Banckle.Chat JavaScript API exposes a huge number of functions that can be implemented to capture and manipulate the information at client-side. Read More
Feedback
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Questions or Comments?
Do you have any questions or comments about our services? Or any improvement suggestions, please let us know
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Cloud Apps
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Cloud APIs
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Cloud SDKs
Product Releases And Updates
separator 630px Spotlight on Banckle Festive Discount Offer and other news, December 2014
Banckle.Chat – File Upload feature improvements, widget settings process improvements, Update: New widget images incorporated, feature tool tips improvements, Update: Widget code placement instructions, Update: Live widget code re-integration alert after modified widget settings, operator to operator chat history optimization, general fixes and stability improvements. Banckle.Meeting – WebRTC service optimization, general fixes and stability improvements.
Banckle.CampaignNew: Archive campaigns and templates, general fixes and stability improvements. Banckle.Email – General fixes and stability improvements.
Banckle.AccountsUpdate: Users and Roles panel UI and functionality enhancements, New: Apps Dashboard vanity URL functionality, general fixes and stability improvements.  
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Use Banckle.Chat JavaScript API to Handle Chat Events on Client Side

by Ikram Haq

Banckle.Chat JavaScript API

Banckle.Chat JavaScript API exposes a huge number of functionalities that can be implemented to capture and manipulate the information on client side. We recently introduced a list of JavaScript API functions e.g.  Set default visitor information, Send chat invitation automatically, that can be implemented on the client side.

How to Use JavaScript API

It is very simple to code the functionality supported by Banckle.Chat JavaScript API. Go to Banckle.Chat JavaScript API online documentation and choose any of the functions of your need. The introductory paragraph will help you understand the abilities of the function. The code section will guide you about the syntax, parameter to be passed, events raised by execution and information returned in result of execution.

For example:

If you want to minimize the chat window using Banckle.Chat JavaScript API, follow the steps given below:

  • 1.    Go to Minimize Chat Window API documentation page.
  • 2.    Copy the JavaScript code into your web page.
  • 3.    Obtain the Monitoring Code and Chat Link code from Banckle.Chat account.
  • 4.    Replace the following comment lines with Monitoring Code & Chat Link Code.
    1.        i.    <!-- Your Monitoring Code-->
    2.        ii.   <!-- Your Chat Link Code-->
  • 5.    Bind the “minChatWindow()” event.
  • 6.    When “minChatWindow()” event triggers, it executes the API functionality and minimizes the chat window.

Please see Banckle.Chat JavaScript API online documentation for details and examples of all the available API features. Please feel free to reach us if you need assistance via our support forums. We are looking forward for your valuable feedback.

Banckle.Forums Scheduled Downtime – November 15, 2014

by Shahzad Ashraf

Dear Banckle Customers,

Banckle.Forum servers are undergoing scheduled maintenance on Saturday, 15th November from 02:00 to 03:00 CDT (GMT-5).

During this time, no website visitors will be able to access our technical support forums. Please check back for updates. We apologize for any inconvenience caused.

Regards,

The Banckle Team

Schedule Meetings in Banckle.CRM, Operator to Operator Chat History, Customized App Names and Notifications For Scheduled Campaigns released this month

by Shahzad Ashraf

During this last month, we have added many new features to our applications and also improved existing features. The following release notes for each application provide an easy to digest overview of changes during October 2014

Banckle.Chat

New Features

- Operator to Operator Chat History  Support History of all chat sessions between signed in operators available now.
- Notification For When There Are no Operators Online  Send email notifications to specific users when there are no agents online.

Improvements

- Set Offline Messages to ON By Default  Enable offline messages by default so that users are not required to apply any settings to use this feature.
- Update Missed Email Templates  Important updates to missed visitor list email templates.
- Update "Forward Transcript" Icon  Updated icon used for forwarding transcripts to Banckle.CRM.
- Improvements To Leave Offline Message Feature When Operators Are Online  Feature enhancements to improve user experience of visitors while leaving offline message when available operators can't answer their request.
- Add an Email Template for Missed Chat Reply  Email template added for replying to missed visitor requests, which users can modify too.
- Allow Operator to See Visitor Details in Missed Chat List  Operators can view visitor details by clicking on any visitor showing in missed visitor requests list.
- Improving Missed Visitor List Functionality  General improvements to missed visitors list feature for a rich user experience.

Bug Fixes

- Distorted display upon dragging date column to far right under Transcripts tab.
- Print, email buttons cut off in chat widget.
- Email address not being passed to Banckle.CRM with chat transcript.
- Function buttons on visitor side widget are blocked.
- Missed chat's replied-by popup shows undefined instead of the operator name.
- Default widget image is incorrect.
- Opening some hyperlinks from transcripts are prefixed with Banckle domain.
- First time user's widget shows no function under design mode tab.
- Operator file upload generates no URL on either side.
- Visitor side email address field shows no text instruction in IE.
- Invite fails to send invitation to a missed chat visitor.
- UI is broken on operator side when uploading a file.
- Operator live chat input box truncates when upload file is in progress.
- Issues on option "Change to offline mode when no operator answers".
- Bubble text no longer shows on visitor page.
- Widget on visitor side shows offline when operator is online.

Banckle.CRM

New Features

- Add Progress Indicator at Launch Screen  Adding progress indicator at launch screen of Banckle.CRM showing app loading is in progress.
- Allow Search 'Other Contacts'  Added search field in Other Contacts page to search by matching first and last names and email addresses.
- Allow Setting "From Name"  Added the ability to set from name shown in From field of emails on recipient end.
- When Clicking on An Email Row, Only Display Email Content  Display email body only, instead of other email options upon clicking any email row.
- Selecting "Reply" To an Email Reveals Editor Feature  Show email editor upon clicking on Reply email option with email body shown under new content.
- "New Email" Feature  Added new email feature with all email composing and sending options available.
- Add Icon and Indent Replies  Added icon and indentation highlighting to the user that this email is in response to a parent email.
- Implement Schedule a Meeting using Banckle.Meeting Feature  Added the feature to schedule web meetings from within Banckle.CRM and other related functionality.
- Add Timestamp to a Note  Time-stamp of when a note was added by a user.
- List Notes in Order of Date, With The Most Recent on Top  Sorting of notes by date they were added on.
- Add 'Test Email Setting'  Feature to Email Setup Ability to test email settings for an email address associated with an account.
- Show Industry and Title in The Notes  View Industry and title to be shown in overview page of Notes or Email view.

Improvements

- 500 Error When Importing Companies and People  Enhancements to the procedure of importing information about companies and people at the same time.
- The Social Field Only Takes URLs  Updated social fields to accept Twitter ID and hash tags.
- Update Contact Activities List if Meeting is Passed  Contact activities list to reflect a scheduled meeting has passed it's set date and time.
- Improve Save Attachments Workflow From Contacts Page Email View  Enhancements added to feature workflow for improving user experience.
- Stop Fetching Emails From Inactive Mailboxes  Mailbox could be considered as inactive if user does not visit CRM within a month and email fetching is suspended too.
- Add Type of Note  Improve note adding functionality allowing the users to select the type of note being added.
- Add Support of Custom Fields for Tasks  Adding custom fields such as phone number while adding new Tasks.
- Improve Search Other Contacts UI  Add search icon before the search field and make it more prominent.
- Increase The Height of The Edit Signature Field  in Settings Improve visibility of signature field and allow increasing it's height.

Bug Fixes

- Display error messages from mail checker.
- UI bug when add Contact Custom field.
- Email chain should be displayed in a readable format not raw HTML.
- Replied to email format is not readable.
- Changing currency setting doesn't seem to take effect.
- Opening Banckle.CRM from apps.banckle.com dashboard directs user back to the apps dashboard.
- Can't forward chat transcripts to Banckle.CRM - error "Invalid user email".
- Email formatting has regressed to raw HTML.
- Banckle.CRM is not loading.
- Typo in company website field.
- When changing Account Name it is not really updated.
- Today tasks shows a count but does not list tasks.
- Still facing issues with Banckle mailboxes.
- CRM does not start with Russian locale.

Banckle.Helpdesk

New Features

- Add Bulk Action "Change Status"  Change status of multiple tickets using this bulk action change status option.

Improvements

- Change "Open" Icon  Updated icon added for Open mailbox option.
- Add Asterisk to "Recipients" on Add New Ticket Page  Mark recipients field to make it required while making a new ticket.
- Add New Mailbox - Only Fetch Emails From Last n Days  Fetch emails from dates prior to setting up a mailbox for paid subscribers.

Bug Fixes

- Create Reply elements remain on screen when "reply and close" is selected.

Banckle.Campaign

New Features

- Email Notification When a Scheduled Campaign is Sent  Receiving email notifications when a campaign you scheduled is sent.
- Add Download Button to Lists  Download various lists now in Banckle.Campaign with the addition of lists download feature.
- Export Unsubscribe and Bounce Lists  Ability to export unsubscribe and bounce lists.

Improvements

- Add Definition to The Report Statuses Under Reports Tab  Added definition to report details which appear by clicking "View Report" button.
- Unify The Appearance of Lists  Show similar number of addresses per page for each list and add custom viewing options to unify lists appearance.
- Support Files With Comma Separated Emails  Importing from files with comma separated email addresses supported.
- Campaign Unsubscribe Report by Campaign  Enhancements added to obtain unsubscribe report for campaigns.

Bug Fixes

- Check for required template footer when choosing existing template.
- Can't add list in Internet Explorer.
- Importing subscribers who are already on a list unsubscribes them from that list.
- Can't send Campaign.
- Not all features available in all browsers.
- Correct the %CompanyName% tag in the default footer.
- Can't open saved template.
- Odd links in the report.
- Can't go from the list of campaigns to a list of unsubscribes.
- Total unsubscribes and actual unsubscribes vary wildly.
- Multiple duplicate records in un-sub list.

Banckle.Email

Improvements

- Mail Server Integration With Banckle.Accounts  Improvements to the integration process of mail server with Banckle.Accounts.

Banckle.Accounts

Improvements

- Ability To Change App Names For White Labelled Customers  Customize app names in Banckle.Accounts as per your requirements. A useful feature giving you a completely personalized feel of Banckle platform.

Sign Up for a FREE Banckle account if you are yet to subscribe. Please talk to us if you need assistance on your questions about Banckle applications. Feel free to provide your valued feedback on Banckle Community Forums. Thanks for reading!

Monitor Missed Live Chat Visits and Requests on Business Websites

by Shahzad Ashraf

Website customer assistance applications these days are not limited to providing live help only. Customers constantly come up with very diverse requirements based on the needs of their business websites, which should be fulfilled before they consider using your online chat tool. This has helped live chat applications to evolve in such a way that they cover a wide array of useful chat features. Live visitor monitoring, offline messaging, proactive invitations and live conversations history are some of the basic features customers are always looking for.

Missed Chat Requests - Feature Explained

Banckle.Chat is the premier live customer help application which ticks all boxes on customer requirement lists. We continuously add new features to our existing feature set in order to improve productivity and user experience for our valued users. We recently introduced a missed visitor requests list feature, which ensures you never miss any customer requests even when they are not picked up by signed-in operators.

It is a simple yet extremely useful feature considering you are able to view all customers who visited your website, sent in a live chat request which logged in agents missed and the visitor did not leave an offline message. You can access and view the customer information including their name, email address, I.P and demographic details and contact back to assist them with their queries. Easily manage this list by replying, ignoring or deleting any entry based on how you want to process it. With the addition of this feature, Banckle.Chat yet again proves it is the leading live online help application.


How To Use This Feature

- Sign into Banckle.Chat
- Click on Monitoring tab from the left navigation panel.
- Scroll down to view the Missed Visitor List panel. This list shows all customers with missed live requests during last seven days.

Banckle.Chat MissedVisitorsList1 300x98 Monitor Missed Live Chat Visits and Requests on Business Websites

Access Missed Visitors List in Dashboard

- Click on any row to open up Visitor Details panel.

Banckle.Chat MissedVisitorsList2 300x113 Monitor Missed Live Chat Visits and Requests on Business Websites

View Visitor Details in Dashboard

- Or click on the status message in Status column to access the options to action this missed request. You can reply, ignore or delete any entry in this panel.

Banckle.Chat MissedVisitorsList3 300x33 Monitor Missed Live Chat Visits and Requests on Business Websites

Access Missed Visitor List Options

Sign Up for a FREE Banckle account if you are yet to subscribe. Please talk to us if you have any questions about Banckle.Chat or assist yourself with the online chat documentation for detailed information. Please feel free to provide your valued feedback on Banckle Community Forums. Thanks for reading\!

Announcing the Release of Banckle.Chat SDK for Java

by Masood Anwer

Banckle.Chat

Banckle.chat application is for business websites that provide online customer support and live help in the cloud. For online chat and customer support, an impressive, visible, inviting and well positioned Banckle chat icon adds a great value. The appearance of the icon on your website is very important, hence it should match your website color scheme and overall business branding. Banckle.Chat provides a default set of images for three different statuses of a web chat operator (or agent) which are Online, Busy and Offline.

We are excited to announce the release of Banckle.Chat SDK for Java. We have made it easier for developers to work with Banckle.Chat Cloud API's in Java applications. You can work with departments, widgets, visitors and many more features using SDK.

Download

You can download Banckle.Chat SDK for Java from github by following link.

Usage Examples

Generate a Auth Token

import com.banckle.chat.api.AuthApi;
import com.banckle.client.Product;

public class TestBanckleChat {

/**
* @param args the command line arguments
*/
public static void main(String[] args) {
// Set API key
Product.apiKey = "**********";

String result;
Map<String, String> data = new HashMap<String, String>();
data.put("userEmail", "**********");
data.put("password", "**********");

try {
AuthApi auth = new AuthApi();
result = auth.getToken(data);
System.out.println(result);
} catch (Exception ex) {
System.out.println(ex.getMessage());
System.exit(1);
}

}
}

Sign Up for a FREE Banckle account if you are yet to subscribe. Please talk to us if you need assistance for Banckle.Chat SDK. Feel free to provide your valued feedback on Banckle Community Forum.

Banckle.Meeting Scheduled Downtime – November 07, 2014

by Shahzad Ashraf

Dear Banckle Customers,

Banckle.Meeting servers are undergoing scheduled maintenance on Friday, 7th November from 01:30 AM to 02:15 AM CDT (GMT-5).

During this time, Banckle.Meeting apps and APIs will not be available. Please check back for updates. We apologize for any inconvenience caused.

Regards,

The Banckle Team

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