The HumanClick User Guide is your guide for getting the most out of your HumanClick service.

Below please find a complete description of all HumanClick features including instructions for set up and use, as well as a guide to get you started providing superior customer service. You might want to print and save a hard copy of this document for future use.

Table of Contents

HumanClick Features

Customizable buttons and Chat/Leave a Message Windows - Create a unique set of buttons and Chat Window images to match the look and feel of your web site.

HumanClick Button and Monitor Tags – Embed Button tag for Click to Chat functionality, just the Monitor tag to monitor your site, or both for complete HumanClick functionality.

Editable Canned Responses – Save time with prewritten Canned responses and HTML code to push in a click of the mouse.

Chat Traffic Organizer – Answer incoming chats faster and more efficiently for web sites with high chat traffic.

Push Pages/HTML code – Send your visitors directly to the pages they’re looking for OR send them HTML commands into the Chat Window.

Repeat Visitor Identification – The experts say that repeat customers are your key to profitability Now you can identify them in a flash.

History  – Once you see the Repeat Visitor Identification icon showing that your visitor has a chat history, click on the History button to view their chat transcripts in real-time.

Email Signature - Turn your email or electronic brochure into an interactive customer service tool by adding HumanClick's Click to Chat functionality.

Profiles - Run multiple HumanClick accounts (HC numbers) simultaneously from the same computer.

Chat Transcripts – Now you can save and access your Chat Transcripts and additional chat data whenever you want.

Installation and Customization

Installing/Registering HumanClick

For new HumanClick users:

  1. Download the latest version of HumanClick.
  2. Save HumanClick to your computer's hard drive.
  3. Once the download is complete, click on this file (hcsetup.exe) to start the setup wizard.
  4. At the end of the installation process, register as a first operator. This registration will give you your HC-number and password and then you will be prompted to embed your HumanClick buttons on to your web site.
  5. Once completing the registration process, click on the yellow bell in your task bar located on the bottom right of your screen to open your Web Operator's Window (WOW).
  6. At this point you are running HumanClick Free. To take advantage of HumanClick’s more advanced Pro or Express services, go to your Web Operator Window (WOW) and select the HumanClick drop-down menu and click on Sign Up.
  7. A pop-up will notify you that you have successfully registered for HumanClick Pro or Express, exit HumanClick (File > Exit) and re-enter.

Changing languages

So you want to take advantage of one of our International language buttons? Great! Buttons are currently available in the following languages: Danish, Dutch, English, French, German, Hebrew, Italian, Norwegian, Portuguese, Spanish, and Swedish, with more languages on the way.

To change the language of your HumanClick buttons after embedding them onto your site - simply go to the Web Operator Window, and choose Tools > Add HumanClick Button and follow the prompts for selecting the language of your choice.

To change the language of your chat window interface, simply go to the Web Operator Window, and choose Tools > Chat Window > Language and select the language of your choice.

HumanClick Button and Monitor Tags

HumanClick Button tag - The first tag should be placed in the location where you want the 'Click to Chat' Button on your web page. This button will show the site operator state (i.e. 'Click to Chat', 'Leave a Message' or 'Back in 5 Minutes'). 

HumanClick Monitor tag - The second tag must be placed at the very bottom of your web site, just above the </body> for the following purposes: 

  1. Monitoring the site page - Tracking visitors on your site pages through your WOW (Web Operator Window). 
  2. Want to Chat? - Engaging (inviting) visitors on the page for a chat.
  3. Updating Status - Updating the status of the 'Click to Chat' Button in case the operator changes states while the visitor is looking on the page (to 'Back in 5 Minutes' or 'Offline').

For example, if you want to have the 'Click to Chat' Button but are not interested in the Tracking and Engage options of HumanClick, then you should only embed the 'HumanClick Button'.

On the other hand, if you want to monitor and invite visitors to chat from all of the pages of your web site, but you would like the 'Click to Chat' button to appear only on your 'Contact Us' page, then embed the 'HumanClick Monitor' tag on all of your pages and the 'HumanClick Button' only on the 'Contact Us' page. 

One other benefit of the 'HumanClick Button' tag is that it does not contain any JavaScript code. Therefore, it can be used on web sites that avoid usage of JavaScript (such as Yahoo! Auctions, Amazon etc.).

Just open your Web Operator Window and select 'Tools' > 'Add HumanClick button', and our installation wizard will prompt you through the tag installation process.

Customizable Buttons (Pro/Express feature)

Have you wanted to change the HumanClick buttons to fit the look and feel of your site? Well now you can with the Customizable Buttons feature available with HumanClick Pro. Why not design buttons that reflect your business? Why not create buttons with animated gif files that will make people really want to click on them! HumanClick provides you with an opportunity to offer REAL customer service, and customer service WILL increase sales, stickiness, interest, etc. Customizing your buttons is another opportunity to market your site.

To customize your buttons:

STEP 1: First you will want to design 7 graphics as described below. The names of the 7 images must be saved in one directory on your web server using the exact names listed below.

The 3 Status Buttons:

Status Meaning File Name Example
online available reponline.gif
offline no site operator available repoffline.gif
occupied not available, will be back in 5 minutes repoccupied.gif

These 3 Gifs may be any size you want, but all 3 must have the exact same size.

You may also use animated GIFs.

To see more examples of buttons, visit our button gallery.

We recommend that the file weight be less than 4KB for each of these images.

The Chat Invitation buttons

These images combined together (one above the other) represent the pop-up button that travels across the visitor's screen when you use the "Invite Visitor to Chat " feature.

The top image is the main chat invitation and the image below is the "Close" button.

The chat invitation uses a rollover. The table below shows the name convention for both states of the rollover.

Status Meaning File Name Example
Off no mouse over need_help_off.gif
Off no mouse over close_off.gif
On mouse over need_help_on.gif
On mouse over close_on.gif

When combined together the chat invitation will look like this:


All 4 gifs may be any size you want, but all 4 must have the exact same width. In the example above the "Close button" has transparent space on both sides to give it the same width as the graphic above it.

To see more examples of chat invitations, visit our button gallery.

STEP 2: Upload the images on your Web server. 

STEP 3: Go to your Web Operator's Window (WOW) menu bar and click on 'Tools' and 'Add HumanClick Button'

STEP 4: Choose if you want to manually or automatically embed the icons.

STEP 5: Select customized buttons

STEP 6: 
Enter in the URL of the folder containing the images.
Enter the width and height of the Button images in pixels. (If you are unsure of the dimensions, click on the image with the right button of your mouse. Then click on 'Properties' and then 'Image Properties.' The dimensions listed in Width and Height are the dimensions of your image in pixels.)

STEP 7: Click on the 'Test' button to test your buttons.

STEP 8: If you have chosen the option to manually embed the button, paste the two HTML tags for the Click to Chat Button onto all the pages of your site. Paste the first tag where your button should appear. Paste the second tag at the bottom of your HTML pages (just before </body>). Use the tags provided by HumanClick and the 'Copy All' button to copy.
If you choose the option to automatically embed the buttons, the tags will be automatically embedded in your Web pages.

Customizable 'Chat' and 'Leave a Message' Windows (Pro/Express feature)

There are two states for the chat window corresponding to the button states of online and offline:

  • Active Chat Window which pops up when an operator is available
  • Leave a Message Window which pops up when no operator is available

For each state of the chat window you can customize the background color as well as the image in the right hand side of the window To match the look and feel you created with the Customizable Buttons.

Color

When specifying the color, you can use

  • RGB value e.g. 0000FF (do not enter "#" before the value, just the number)
  • color name e.g. blue

Images

Both images must be a file (.gif or .jpg) with the following dimensions:

  • Height: 180 pixel
  • Width: 85 pixel

When specifying the location for the files, you must include the URL including the file name, for example:
http://www.humanclick.com/images/active_window.gif
http://www.humanclick.com/images/leave_message.gif
We recommend you place them in the same directory as your customized buttons.

Examples of images:

Active
Window		 Leave a 
Message

To see more examples of chat windows, visit our button gallery.

Once you have designed the graphics and place them on your web server, go to your Web Operator's Window (WOW) menu bar and click on 'Tools', and then 'Chat Window'.

Enter the value for the background color and the URL for each image.

Click 'Test' to test the images, and then click 'OK' to install the images.

Getting Started

Chatting

The bubble 
Once you have completed the registration and embedded HumanClick icons on your web site, the red bubble in the Windows taskbar (on the bottom right hand side of your screen) should turn to blue. This indicates that you are ready to accept visitors.

Each time you turn on or restart your computer, the 'HumanClick' bubble will appear in the Windows taskbar. The default state is online and minimized. Whenever you are online (connected to the Internet), you will be able to monitor your web site.

Your visitors
You are now ready to see when visitors enter your web site, and chat with them. Visitors to your site do not need to install or download anything. They can choose to chat with you by clicking on the HumanClick – “Click to Chat button”, or you can proactively contact a visitor (by clicking on the invite visitor to “Chat?” button) after you see them enter your site (the blue "bubble" icon rings and flashes).

Sounds and visual notifications
When you hear the ‘doorbell,’ - double-click on the blue bubble in the taskbar. This will open the Web Operator Window (WOW). If a visitor wants to chat with you, you will hear a ‘telephone’ ringing sound and a popup will appear. Simply press “Yes” to accept the chat or “No” to decline.

Just type in your text
To begin chatting, simply enter a greeting like “Welcome to <Your Web Site>! How may I help you?” or some other type of welcome statement in the line at the bottom of the WOW, and then click “Send”.

Stop Chat
To terminate a chat, click on the “Stop” icon on the Web Operator's Window (WOW), or select “Stop Chat” under Visitor in the WOW menu bar. A chat session can be stopped either by the visitor or by the web operator. After the web operator terminates a chat, the visitor will receive a message on the chat window indicating the chat session has been stopped.

Engaging a visitor to chat

When you hear the doorbell ‘ding dong’ sound - you know a visitor is on your site! Open the WOW and you can see an IP number, the page the visitor is on, and other information. If you want to offer your assistance to this visitor, you can send the “Want to Chat” popup.

  Example of Chat invitation graphic.

The chat invitation sent to the visitor can be customized in HumanClick Pro

There are two ways to send this popup to the visitor:

  • You can click directly on the invite visitor to “Chat?” button.
  • Or you can go into the menu, under Visitor, and choose “Want to Chat”.

The visitor may accept the chat request by clicking on the chat invitation.

When is a good time to send the want to "Chat? to your visitor?
To begin with, put yourself in your visitor's shoes. The minute you walk into a store, you need some time to get used to the ambiance, to figure out if you're in the right place, and to see what is being offered. Often, at this stage, if a salesperson offers assistance you might say, "Just looking." Later, when you go to a specific department, and you are looking for XL socks in a particular shade of blue - that's when you need help. Since most web sites are organized by home page and then separate, functional pages, we recommend you wait until the visitor has gone from the home page deeper into the site.

Why don't all visitors accept the want to Chat?
Not all people want assistance, and some prefer to ask for it when they are ready. (That's why you should embed the HumanClick icon on all the pages of your web site). Some visitors don't understand that this popup is an invitation to chat and they may accidentally close it or just ignore it. Some visitors understand that you can 'see' them and this may actually frighten them away.

Don't be discouraged! You will find that plenty of visitors do want to chat, and they will either click on the icon on your pages, or else accept the "Want to Chat" popup. If you want to test it - you can go to your own site as a visitor and send yourself the "Want to Chat" - just to see how it works.

Advanced features

Editable Canned Responses (Pro feature)

Tired of answering the same questions again and again? HumanClick Pro has the solution with our Editable Canned Responses. This feature enables you to write an answer and then save it in HumanClick for later use with the click of a button. You can also add special effects (bold, highlights, colors, images) with HTML in Canned Responses.

To enter Editable Canned Responses:

Go to your Web Operator's Window (WOW) menu bar and click on 'Canned'. 

Choose 'Modify' to add canned responses of your own or to change the existing messages. Select either 'Text' for text messages, or 'HTML' for an HTML message. You can write the answer in a word processing program and then cut and paste it into the Canned Responses.

Choose 'Add Last' to add the last answer or HTML code to the Canned Responses. 

Under 'Modify', click on the buttons on the left or click on the menu item with the left hand button on your mouse. The options available are:

  • New Message - to add a new Canned Response.
  • New Separator - to place a dividing line between sections or menus. These separators can make it easier for operators to navigate between the sections. To place the separators between menu items (HTMLs, Greetings, etc.), close the menu by clicking in the menu title so that you see a '+' to the left of the menu item.
  • New Menu - to add a new group of Canned Responses. Canned Responses are easiest for operators to use when answers are subdivided according to topics.
    • Edit - to edit the highlighted message.
    • Delete - to delete the highlighted message.
    • Send - to send the highlighted message to the visitor you are chatting with.
  • You may also add canned HTML when you select the 'HTML' tab instead of 'Text' tab under 'Canned'. Follow the same editing instructions as above.  To enter an answer in bold or italic or other effects, add the corresponding HTML tag.

Example of HTML canned answer: A Personal Greeting

To enter a personal greeting into your Canned Responses, you can use the following HTML code:
<table border="0" cellspacing="0" cellpadding="0">
<tr>
<td><img border="0" src="http://www.humanclick.com/images/canned/female.gif"></td> <td width="5"></td> <td>Welcome to HumanClick.<br>My name is Gaby.<br><b>How may I help you?</b></td>
</tr>
</table>

This will show up in your visitor screen as:

Welcome to HumanClick.
My name is Jennifer.
How may I help you?

You might want to use an image that is representative of you or your business and place it on your Web server. Simply replace the URL of the image above with your image.
Before you use this greeting as a Canned Response, we recommend that you chat with yourself to test it.

Chat Traffic Organizer (Pro feature)

Looking for a more efficient way to organize your incoming chats?
With the Organize Chat Traffic feature, the pop up window "Do you want to chat? Yes/No" is replaced with two buttons in the Web Operator's Window (WOW)—one that lets you accept the next chat request, and the other which returns you to the open chat of the last visitor who wrote you a message. This option is beneficial for those sites that have many visitors on their web page, and need to chat with a number of visitors at any one time.

To enable Organize Chat Traffic:

  1. Go to the WOW and click on the 'Settings' button or select 'File', and then 'Settings' from the menu bar, and choose the tab entitled 'General'. Click on the option to enable Organize Chat Traffic.
  2. Exit HumanClick (File - Exit) and re-enter.

How does it work

When a new visitor wants to chat, the bell will ring, but there will be no pop-up. The options are as follows:

Chat – To accept the next new chat request that is waiting in line.

Next - To go to the next visitor in chat who requested your assistance.

Accept - To accept a chat (out of order), highlight it and then click on the 'Accept' button in the WOW. This feature is used when you recognize the IP address of a visitor you want to give service to quickly.

Refuse - To refuse a chat, highlight it and then click on the 'Refuse' button in the WOW. This feature is used when you recognize the IP address of a visitor whom you do not want to speak with. When you click on the 'Refuse' button, the visitor receives a message to try back later because all of the operators are busy. To terminate a chat with a visitor, click on the 'Stop' button.

Push Page/HTML (Pro features): Why Tell 'em when you can Show 'em

How many times have you been chatting with your customers, wishing you could push them to a particular page, either on your site or elsewhere? Well, now you can. With the Push Page feature, if you send your visitors a URL for a particular page on your web site, a pop-up window will open up with that page. And if you want to send customized logos or images, you can utilize the Push HTML feature. 

Push pages
This feature requires no installation. In order to push a page to a visitor with whom you are chatting, click the button marked 'Push' on the WOW. Then enter the URL of the page you wish to push. Your visitor will receive a pop-up window outside of the chat with the page you pushed. Note that all past URLs will be saved here and you can scroll down to choose them.

Push HTML
In order to push an HTML image or code to a visitor with whom you are chatting, click the button marked 'HTML' on the WOW. You can use this option to send pictures, or links or any other graphic inside the chat window. This feature is useful for sending short HTML codes. To push an HTML image, follow the instructions found under Editable Canned Responses. If you want to send prepared HTML codes, use the 'Canned Responses' option in the menu bar, as mentioned above.

Repeat Visitor Identification: Target your Returning Customers

All the industry experts keep telling you that it's less expensive to keep an existing customer than to acquire a new one. OK, so how do you find them? The Repeat Visitor Identification icon will appear on the Web Operating Window (WOW) the minute a returning customer enters your site. The following icons will appear on the left of the visitors IP/Host address.

indicates a prior chat history

indicates a prior visit history

This feature requires no installation.

History (Pro feature) 

The History feature lets you view the Chat Transcripts of a visitor who is presently in your web site in real-time. When you see the Repeat Visitor Identification icon with a prior chat history, click on the History button to pull up the visitor's chat transcripts.

Profiles (Pro/Express feature)

'Profiles' is the HumanClick feature which lets you use more than one HumanClick account (HC number) simultaneously from the same computer. For example, some web sites use one HumanClick account for pre-sales customer service and a second for post-sales product support. Others provide customer support for multiple sites. With the new 'Email Signature' feature, many HumanClick customers have added a HumanClick account for their personalized signatures as well.

How to install 'Profiles'?

To add another HumanClick account (HC number) to your computer:

1. Go to your Web Operator Window (WOW) and select File > Profiles.

2. Click on the new 'Profiles' button.

3. In the Registration Desk Dialog Box, select either First Operator Registration or Additional Operator Registration depending if you are the First or an Additional Operator for this HumanClick account (HC number), and click Next.

4. From here, follow the Instructions for First Operator Registration or Additional Operator Registration.

Chat Transcripts ( Pro feature )

This new feature lets you access all of your Chat Transcripts since December 2000 including the additional chat data like time, date, and the rest of the Navigational and Info statistics.

To access a chat, click on Chat Transcripts and enter the Start and End Day, Month and Year for the period you are searching. Also include the number of chat results you'd like to view. Then, click on List Transcripts.

You will see a list of Chats including Chat Number, Date and Chat Transcripts Summary. To run another search, enter the new start and end dates and click on the List Transcripts button.

Number
 A numbered list of the chats from the time period you requested. Click on the Chat Number to see the Call Details Information which includes the complete Chat Transcript as well as the Info and Navigational tabs taken from the Visitor's Information section of your Web Operator Window from that Chat.

Date
 The date and time (Eastern Standard Time in the US) of the Chat.

Transcript Summary
 The first three lines of the Chat Transcript. To see the entire Chat Transcript, click on the Number corresponding to that chat.

Back To Start / Next
 On the bottom of the Transcript Summary screens, you'll find Back to Start and Next links. Click on Back to Start to go to the first screen from this List of Transcripts and Next to go to the next screen in the List of Transcripts.

Chat Details Information
 This screen includes the complete Chat Transcript as well as the Info and Navigational tabs taken from the Visitor's Information section of your Web Operator Window from that Chat. The Chat Starting Page and the Navigation URLs are clickable links. To return to the Transcript Summary, click on the Back button.

Chat Transcripts ( Pro feature )

With the CartViewer feature, you view your Web site through the eyes of your customers. See customers searching for products, adding items to their shopping cart, progressing through the check out process.

The CartViewer feature works with all static and dynamic pages-Shopping Carts, Loan Configurators, Search Results...

CartViewer is easy and quick to implement and is available with LivePerson Pro.

Click here for more information about CartViewer

Email Signature

The Email Signature lets you add HumanClick's Click to Chat button into the signature of your email. With this feature, instead of signing off, "Sincerely, Customer Service", you can now add the functionality of HumanClick to your emails. This will let recipients of your emails click and chat with you live, turning your email into an interactive customer service tool.

Below please find an installation guide. At the end of this document, you will find tips for each email software that can help solve the most common problems that may occur during installation of the Email Signature.

Please note that the Email Signature does not work with the AOL, Netscape and Yahoo email software because they do not support the Email Signature tag.

How to install the 'Email Signature'?

1. Click on the 'Email Signature' option from the 'Tools' drop-down menu from your HumanClick Web Operator's Window (WOW).

2. DIALOG BOX 2: SELECT YOUR EMAIL SOFTWARE
Select the correct option that corresponds to the email software you use. For Outlook 2000 and Outlook Express 5.0, select the first option. For all other email software programs, select the second option.

3. DIALOG BOX 3: SELECT THE BUTTON SOURCE
Select which 'Click to Chat' button set you will use for your 'Email Signature'. For buttons taken from the HumanClick Button Gallery, select the first option. For your own Customized Buttons, select the second option. To learn more about customizing your own buttons, click on 'Information'.

4. DIALOG BOX 3:

SELECT IMAGES FROM THE HUMANCLICK BUTTON GALLERY
If you are using HumanClick Buttons, select the 'Language', 'Main Category' and 'Sub Category'. You can select the same buttons for the 'Email Signature' as you used for your site, or you can select the specially-designed Email Signature Buttons which can be found under the Main Category 'Signature' and Sub Category '1' and '2' . To browse the 'Button Gallery', click on 'View Images and Buttons'.

OR

USE YOUR OWN BUTTONS
If you are using your own Customized Buttons, type in the name of the folder containing these images. This folder must be placed on the Internet and must begin with http://. If you are using the same images embedded as buttons on your site, then use the same folder. However, if you have designed different buttons for your 'Email Signature', then they will have to be stored in a different folder.

Enter the dimensions from your "reponline.gif" in pixels.

Click on 'Test' before proceeding. If you receive an error, check to make sure that you entered the correct URL for your folder.

5. DIALOG Box 4: TO ADD TEXT
To add text, enter it in the box. Then select if you would like the text to appear on the 'Left Side' or the 'Right Side' of the button, and whether you would like the text aligned to the 'Left', 'Center' or 'Right'.

6. DIALOG Box 5: SIGNATURE FILE

IF YOU ARE USING OUTLOOK 2000 / OUTLOOK EXPRESS 5.0:
Enter the name of the file. HumanClick will be the default name of the file.

Place a check in the box if you want to make the HumanClick Button your default 'Email Signature'.

Please close Outlook 2000 / Outlook Express 5.0 before proceeding to the next step.

IF YOU ARE USING ANOTHER EMAIL SOFTWARE:
Enter the file name for your 'Email Signature'.

7. DIALOG 6: MAIL SIGNATURE
Your 'Email Signature' file has been created.

Click on the 'Edit Signature' button to edit your 'Email Signature' in your designated editor software.

'Email Signature' Tips by Email Software

Outlook Express 5.0
After concluding the Installation process, enter Outlook Express 5.0 and select 'Tools' > 'Options' > 'Send' and make sure that 'HTML' is selected as the Mail Sending Format.

Outlook 2000
After concluding the Installation process, enter Outlook 2000 and select 'Tools' > 'Options' > 'Mail Format' and make sure that 'HTML' is selected as the Message Format and that the 'Use Microsoft Word to edit e-mail messages' is disabled.
You can easlily modify your HumanClick email signature with Outlook 2000. Select 'Tools' > 'Options' > 'Mail Format' > 'Signature Picker' > 'Edit' .

Hotmail
After concluding the Installation process, enter Hotmail and select 'Options' > 'Signature'. There, you will want to paste the code for your 'Email Signature'. By default, the code will be stored at C:\Program Files\HumanClick\HumanClick.htm. There, copy the source code by selecting 'View' > 'Source', and then paste it into the box and click 'OK'. When composing an email message, click 'Rich Text Format' and then 'Add Signature' to add the 'Email Signature' to your message.

AOL / Netscape / Yahoo
The 'Email Signature' does not work with the AOL, Yahoo and Netscape email programs. AOL does not support the HTML format used by the 'Email Signature', and Netscape and Yahoo do not support the 'Email Signature' tag.

How to provide great customer service

Call center guidelines

Once you have HumanClick on your site - you have a virtual call center. Whether one person or twenty man this call center, some of the guidelines below can help you out.

You are now a "Salesperson" and not just an anonymous webmaster. Regardless of their questions, remember to always treat your visitors with respect.

What is the aim of your Web site - are you selling a product or a service? Remember this aim when you are chatting and you will soon see your business pick up.

Remember too that great customer service means that your visitors will run to tell their friends!

General chat guidelines

Sentence length
Keep sentences short unless you can type quickly (don't keep the visitor waiting).

Manners
Always be polite. Refrain from using profanities. If a visitor is annoying you, just don't answer unless you can think of something nice to say.

Timing
Let the visitor answer your questions or reply before you send him/her the next one.

Spelling & Grammar
Try not to have any spelling or grammatical mistakes! If you are not sure how to spell a word, keep Word open and check it! Or choose another word you do know how to spell! Bad spelling and grammar can really turn off a potential customer.

How should you start a conversation?
First, in order to get some text in the visitors chat window, start with something very short, like:
Rep: Hi! Welcome to <name of your site>!
Rep: Hi there!
Rep: Hello! 
Usually that will be answered in a similar manner. Now, try to see what you visitor wants by asking one of the following: (ask an open-ended question - not one they can answer in yes or no) 
Rep: How may I help you?
Rep: What can I do for you today?

For first time visitors
Try to direct the conversation towards your products or service. Because the internet is a time-saver, be very brief. Explain what you have to offer in one or two short sentences.
Rep: Would you like me to tell you about our service?

Are you a robot?
This is a commonly asked question. People want to make sure they are speaking to a real operator and that it is not a machine answering them. Sometimes they will try to “trick” the machine by asking “what time is it?” or else a philosophical question – “What is the meaning of life”. Just answer with something humorous - or some 'human' detail about yourself 
Rep: I was human last time I looked in the mirror

Privacy issues
Some people may want reassurance that this chat is private. Rep: I cannot see your name, your e-mail information or any other information specifically about you. Rep: The information on this chat is privileged and secured by firewalls and passwords. No information is provided to any third party under any condition.

This is a great service - How do I get this for my web site?
Some visitors to your site will want to get HumanClick for their own site. You can tell them to click on the HumanClick logo at the end of your conversation. 
Rep: Just click on the HumanClick logo. Download from there - or you can go to www.humanclick.com for more information. Takes only a few minutes.

Make the sale!
Finally, after the questions stop coming, suggest an immediate action point to your visitor. Rep: You can try our service now, if you like!
Rep: Do you need help using our shopping cart?

End the chat already!
Some users will talk forever if you do not cut them off gently here are some helpful ways to end a chat: Rep: If you have any more questions please let me know! Rep: It's been really nice chatting with you!

Additional Resources

Check out this collection of tips and tricks to make online communication even easier and more effective.
Looking to give your online business the feel of an offline experience? Check the Personal Assistant button