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Regional Settings: customize your live chat to match your timezone

By default, we offer the live chat window in English. However, if you live in a non-English speaking country, no problem! You can translate the visitor messenger interface for your customers to show it in their own language.

All regional settings are available at Account Settings / Regional Settings in your account Control Panel.

Translating the visitor messenger

You can select the language for your live chat window at Regional Settings page. However, please note, that this will not translate all parts of the messenger.

Our customers often customize their departments, start chat and offline form fields, so we decided that the automatic translation will not affect those parts of the messenger and they are to be translated manually by users. Please refer the screens that may require your attention and manual translation below:

  • Account Settings / System Messages
  • Account Settings / Pre-chat Survey
  • Account Settings / Offline Form
  • Operators and Departments

To enter your translation for each field, just click the small pencil icon next to it to edit the field and once done, click Save button.

When editing system messages, enter the translated text into the system message text box and also click Save at the bottom of System Messages page.

Selecting the right time zone

The time zone set in your live chat account is not visible to your customers, so it is easy to overlook this setting. However, we recommend not to neglect this small setting and select the real time zone you are located in.

Why is it important? This will allow you to have the correct time stamps in your chats, chat transcripts, offline messages and to collect your chat stats correctly.

This way, if, for example, you ever need to investigate when a particular chat has happened, you will not be confused about the time at which it took place. Believe us, it is easy to get lost in time! :)

Selecting the email encoding

To have your chat transcripts and offline messages displaed correctly, make sure to select the right email encoding in your Regional Settings. If the encoding is wrong, your email client may not be able to decipher your emails and you will see abracadabra instead.

For example, if you are chatting with customers in English or any other Latin based languages, Latin-1 email encoding will work well.

If you speak Chinese or Japanese language, the universal Unicode (UTF-8) encoding would be your best choice.


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