Technical specifications

LiveHelp® platform is made up of three modules:

    » the client used by agents

    » the client used by web users

    » the central server


The agent's login is protected by 3 elements: account ID, login and password. Only the administrator can define the agent's username and password.

Agent

Agents can work on any browser supporting java or websocket. No software installation is required. No activeX will be installed, so you don't need administrative permissions at startup either. This dramatically reduces the risk of getting viruses on your computer, and also allows IT managers to adopt the browser they feel more confident with (for instance, Google Chrome). Currently all the latest generation browsers support the technology used by LiveHelp® agent client.


Visitor's client

As the visitor's client is unpredictable, it automatically adapts to the detected browser: it starts using a connection via ajax technology. If this should fail it switches to a solution of reloading of embedded frames.
In any case, the user is not required to install any software or authorization, regardless of the device used (desktop, smartphone or tablet)

To ensure maximum security (and speed of response) the agent-server connection is created through our web-app (agent's client) entirely developed in HTML5 code using the innovative websocket technology, able to maintain a real-time connection and no longer using java. Agents will thus be able to access from any browser. In case of temporary instability of the network to which the device is connected, the client connectivity to the agent is automatically restored without further login requests as soon as the connection becomes available again. IT managers can choose to adopt the old JAVA-powered agent client that best suites Internet Explorer up to version 9.

LiveHelp® easily integrates with the most advanced web browsers (eg Google Chrome) to allow automatic login of the agents at startup or at Windows login. In this way, your agents will never forget to enter the chat room to receive requests. In addition, desktop notifications (if activated), allow agents to receive non-invasive alerts (similar to the arrival of new mail) of the most important events of the chat when they are doing something else. In addition, with Google Chrome you can create a desktop shortcut that acts as a native application with all advantages of a web app.

LiveHelp® easily integrates with the most advanced web browsers (eg Google Chrome) to allow automatic login of the agents at startup or at Windows login. In this way, your agents will never forget to enter the chat room to receive requests. In addition, desktop notifications (if activated), allow agents to receive non-invasive alerts (similar to the arrival of new mail) of the most important events of the chat when they are doing something else. In addition, with Google Chrome you can create a desktop shortcut that acts as a native application with all advantages of a web app.

Security

LiveHelp® central server, as a go-between, allows clients (both agents and users) to communicate without opening dangerous inbound ports on firewall. Moreover, website visitors, being connected through a central server, have no network contact with agents and cannot identify the agent’s IP. Agents can (if they have authorization) identify users' IP and ban them permanently. However, the system automatically recognizes any unauthorized access and blocks IPs immediately. This feature works on the LiveHelp®system at an upper level. The messages received by users are filtered by both the server and the agent's client. For example, users can never send HTML code (nor javascript) because it would be filtered and cleaned. Confidential messages are guaranteed by the system: users (or agents) receive messages through tcp/ip protocol. It's possible to use https protocol, as well. The server itself is also protected by a firewall and it is continually monitored and regularly updated. Reliability is guaranteed by the technical service of the farm 24/7. Uptime is higher than 99,6%.

Information about web users

When a user requests assistance, the agent can view some important details in the information box, in addition to the IP from which the request has come and the web page on which the user has activated the chat: the geolocation of the user, the connection from a mobile device (useful for providing timely and effective responses) and the reference to any previous conversations. Informations can be implemented with each useful data agents need to know (e.g. customers language, customers ID, last agent, reference to your CRM and so on).

File exchange between agent and user

The feature can be enabled or disabled by the administrator. At first, files are loaded on LiveHelp® server (via http upload) and then, after antivirus scanning, the download link is sent via http protocol, subject to security policies of your browser.
If you need, you may have a special service for files exchange, so you can manage logic (e.g. block extensions, dimensions, https), security policies and record keeping. The service could be provided by a third-part server as well.

E-mail chat transcript

The administrator can enable users to read previous conversations and to receive an e-mail transcript of the chat, to ensure the greatest transparency of the service.
LiveHelp® platform is owned by SOSTANZA® srl. All code is developed and maintained internally by the developers of the company. This allows us to make new implementations, upgrades or system changes quickly. Upon request, Sostanza can quickly develop new features useful to all accounts or to specific customers.
If you choose a licence installation on your own server or at Sostanza's, there are no limits about customizations.