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  Ingenio Chat - Advisor FAQ  

What is Ingenio Chat?
Ingenio Chat is an instant messaging interface similar to other live communication applications used across the Internet. It allows real-time conversation between two Ingenio members. Once a chat has been initiated, either user can enter text, which will then appear on the other user's monitor.

General Information
Adding Chat to your Listing
Managing your Chat Availability
Receiving Chat Requests

General Information

Are there rules and regulations related to using Ingenio Chat?
Yes indeed. Please review the Ingenio Chat Policy.

Are the payment policies different for chat?
No. The rates for chat are the same as they are for calls. Learn more about the Ingenio Payment Policy.

What are the technical requirements for Ingenio Chat?
KEEN uses your browser, and does not need any special software or downloads. Your browser (and any toolbars you may have enabled) must always allow pop-ups from Compatible browsers include: Internet Explorer v7 or higher; Firefox v2.5 or higher; Safari v5.0 or higher.

Will Chat be compatible with dictation software like Dragon NaturallySpeaking?
We are not testing Chat with dictation software and cannot offer any guarantees of compatibility. Please note that if your dictation software works well with your web browser, the Chat feature is being implemented entirely within the website (as opposed to requiring you to download standalone software).

Can customers leave feedback for chat sessions?
Yes. Feedback for chat sessions will work the same as the calls do.

Can I use chat to communicate with customers in other languages, like Spanish, Japanese, etc.?
The Ingenio Chat system supports all languages as long as both you and the customer have the appropriate language packs installed on your computers.

Can I initiate a chat with one of my customers?
Sorry, only customers can initiate chat sessions.

Can advisors chat with other advisors?
Of course! If an advisor wants to initiate a paid chat session with another advisor they're able to do so.

Is Ingenio Chat compatible with SMS, AIM, Yahoo Messenger, MSN, ICQ, etc.?
No. Ingenio Chat is a proprietary system that's fully integrated with your Ingenio account and preserves the privacy of both the Advisor and the Customer. Therefore, it is not compatible with other instant messenger networks or client applications.

Are advisors required to offer Ingenio Chat?
Advisors are able to offer chat entirely at their discretion. If you have no interest in offering the chat service, then you do not have to – it's an additional opportunity for you to sell your services, not a replacement of any other Ingenio service.

Can customers use Advisor free minutes for chat sessions?
Customers can use advisor free minutes for chat sessions or calls. It's up to them how they'd like to use them but they can only use those minutes once regardless of what medium (call or chat) they chose to consume them.

Adding Chat to your Listing

How do I enable Ingenio Chat?
Follow these easy steps:
  1. Log in to Ingenio and go to the My Account page
  2. Click the Edit link for the listing on which you'd like to offer Chat.
  3. Put a check in the box next to "Yes! I want to offer Chat to my customers". Then, scroll to the bottom of the page and click OK.

  4. On the next page, don't forget to click the Submit My Listing button.

  5. Now Chat is enabled on your listing!
Does my listing need to be approved after I add chat to it?
No. Adding chat to your listing will not require your listing to be reviewed again.

Where will chat buttons appear?
Chat buttons appear in many places across the site.

I have enabled Chat, but I don't see the Chat button when I view my page. Why?
If you are signed in and viewing your own listing, you will see Edit and Delete links instead of Call and Chat buttons. To view your listing as others see it, simply open a different browser (for example, if you regularly use Internet Explorer, open Firefox), do not sign in to your account, and view your listing from that browser.

How do I turn off chat if I no longer want to offer it?
To make yourself unavailable to receive chat requests, simply do not click the Launch Chat button. To completely remove Chat from your listing, edit your listing and remove the check in the box next to "Yes! I want to offer chat to my customers".

Managing your Chat Availability

How do I set my chat availability to Online?
First, enable Ingenio Chat on your listing (see above) and then follow these steps:
  1. Log in to Ingenio and go to the My Account page
  2. In the My Availability area, you'll see a new section called My Chat Status. Click the Launch Chat button.

  3. If you have pop-up blockers, you must change your settings to allow Ingenio pop-ups. Make sure to always allow Ingenio pop-ups. Allowing them temporarily will cause Chat to not work properly for you, and you'll miss Chat requests from customers.

  4. Now the "Chat Monitor" will open. You are ready to receive Chat requests. Remember, the Chat Monitor must remain open on your computer, and your Chat Status show as Online, for you to receive Chat requests.

Can I take a call and still be available for free chat?
No. Call and chat statuses are dependent on one another. If you're chatting with a customer your call status will show as busy and vice versa.

Why does my chat button show "chat later" when I thought I was available?
You chat status will display "chat later" when you haven't launched the chat monitor from your My Account page. The chat monitor window must remain open and active for "chat now" to display.

Receiving Chat Requests

How will I know I have a chat request?
You'll be alerted in real-time when there is an incoming chat request. The alert should appear on your screen automatically, and, depending on your browser, may be accompanied by an audible sound. Unfortunately, the audible alarm is inconsistent across browsers and operating systems.

After you close the Chat Alert, you'll see the details of the Chat request in the Chat Monitor. Click Accept to start the Chat session with your customer.

What browsers produce an audible alarm when I receive a Chat request?
The following is assuming your operating system and browser are set to default factory settings. If you have modified your settings, you may not experience the same results.

Windows Audible Alarm? MAC Audible Alarm?
Internet Explorer 8 YES Safari 5.0.3 NO
Firefox 3.6.17 YES Firefox 3.6.13 NO
Safari 5.0.3 NO Chrome 11.0.696.71 NO
Chrome 11.0696.68 NO    

What happens if I decline a chat session?
If you click the "decline" button when a chat request appears, you will remain logged into chat and the customer will be notified that you are not available.

What happens if I miss a chat request?
If you do not respond to a chat request within 60 seconds, it will automatically decline the session and log you out of chat.

My question isn't listed here. What should I do?
Send us a support request via Customer Support and we'll get right back to you!


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