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API & Integrations

Using Nanorep while your Chat Service is Offline

Customers that offer chat services to their website visitors can use Nanorep to provide instant customer service during off-hours and therefore decrease the number of their offline ticket.

When the chat service is offline, instead of receiving the offline survey “send us a message” the website visitor is redirected to a Nanorep window where he/she can ask questions and will get immediate answers.

This feature is currently available via LivePerson chat providers but can also be an option for other chat providers.

Implementing the Service

  1. Create an offline answer in your knowledge base similar to the phrasing below:

    Our chat service is currently unavailable.
    Simply type your question in the search box above to get instant answers.
    Tips: For better results, type more than one word and use a question phrasing.
    If you don't find an answer ask an Agent by Email.
  2. Set the answer as being offline ->Save / Publish->  click on the ”link to article” option.

  3. Copy the link.

  4. Log into the LivePerson admin console and select your default offline survey.

  5. Edit your link by inserting the red link parts in it as shown below:

    window.top.location.href =
  6. Place the link in your survey heading.