To monitor visitors to your support site:

1. Log into Kayako Desktop for Mac.
2. The first screen you see is the Visitors screen. As soon as a new visitor arrives on your support site, you can see their IP addressAn identifier assigned to devices connected to a TCP/IP network. appear on a new row.
3. When a visitor has initiated a chat, their name appears in the Full Name column.
4. You can click the Wait Time column heading to sort visitors by how long they have been waiting for a response.
NOTE:

You can sort by any of the other column headers, as well.

5. For a different view of your site visitors, you can click the location icon to see each visitor's location plotted on a map.



Click the location icon

6. Read on for instructions on how to initiate or accept chats with your visitors.

To pick up an incoming chat:

1. When a site visitor clicks the Live Support button on your support site, KDFM displays a notification.
2. Click the Accept button to accept and start chatting with the customer:



Click the accept button

3. If multiple customers have initiated chats, you can find them in the sidebar under the Incoming heading.
4. Click a customer name to open a chat window.
5. Click the Accept button to start chatting.
6. From within the chat window, enter your 'message' into the text area at the bottom and hit Enter to send it.
7. You can also share files with the customer by clicking the paperclip icon below the text area.



Click the paper clip icon

8. From the window that appears, find the file you want to share and click Open.
9. At any point, you can copy or save the chat transcript by clicking on the Actions dropdown in the upper-right.
NOTE:

Remember that the chat is also stored under 'Live Support' in the staff control panel.

10. When the customer leaves the chat, the conversation moves down under the Archived Chats heading in your sidebar.

To initiate a chat with a site visitor:

1. In addition to accepting incoming chats, you can also proactively initiate a chat with any visitor on your site, from the Visitors screen.
2. Select the visitor you want to chat with by clicking on their name.
3. Click the Actions dropdown and select one of the following:
   • Engage inline - Choose this option to pop up a full chat window on the page the visitor is currently viewing.
   • Engage alert - Choose this option to display a pop-up that reminds the visitor that they can chat with your support team.
4. Once the visitor has accepted the chat, you can have a conversation with them as usual.

To change your notification settings:

1. From anywhere in KDFM, click the gear icon in the upper-right corner to open the Preferences screen.



Click the gear icon

2. From the sidebar, click the Notifications menu item.
3. Here you can see a list of all of the notifications that KDFM can send.
4. To disable a particular notification, uncheck the Enabled box.
5. To change the notification sound for a particular event, click the [...] button.
6. Select the sound file you would like to use and click the Open button.
7. When you have made your changes, click the Close button to leave the Preferences screen.

To change your account's online status:

1. You can change your online status in two ways: manually or by adjusting the automatic settings.
2. To change your status manually, click the Online status dropdown from the toolbar:



Click the online status dropdown

3. Select a status from the list to change your status.
4. When you are ready to come back online, you have to come back to this list and select it manually.
5. To modify KDFM's automatic status changes, click the gear icon to open the Preferences screen.
6. From the sidebar, click the Chat menu item.
7. You can find two options here:
   • Auto Busy when I'm chatting with [#] visitors - Enable this option if you want KDFM to set your status to 'Busy' automatically, whenever you are chatting with the specified number of customers.
   • Auto-Away when I'm idle for [#] minutes - Enable this option if you want KDFM to set your status to 'Away' automatically, whenever you are not interacting with KDFM for more than the specified number of minutes.
8. When you have made your changes, click the Close button to leave the Preferences screen.

To modify your other account settings:

1. From anywhere in KDFM, click the gear icon in the upper-right corner to open the Preferences screen.
2. Click the General menu item.
3. On this screen, you can see several options:
   • Automatically launch Kayako Desktop at startup - Enable this option to launch KDFM whenever you start your computer.
   • Automatically check for product updates - Enable this option to have KDFM check for updates regularly.
   • Chat time interval, in seconds - Edit the value of this field to control how frequently KDFM checks with the server for new chat data.
   • Data time interval, in seconds - Edit the value of this field to control how frequently KDFM requests updated site visitor and support agent data from the server.
4. When you have made your changes, click the Close button to leave the Preferences screen.