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Frequently Asked Questions

Can I add a new website to my videodesk account?

You can add an unlimited number of websites to a single videodesk account but you will not be able to customize the interface for each individual website.

To add a new website, just follow these three easy steps:

Step 1:
Log into your videodesk back-office
Go to the Settings tab, then click on Billing
Click on add a new website

Step 2:
Fill in the form with the information about the website you’d like to add.
Choose the website’s languages and then select the agents who will be affiliated with this new website.
Validate to save your changes.

Step 3:
Once you are back on the websites list click on the “See” button to display your website’s settings.
Go to Installation code and click on Generic
Copy the JavaScript tag and integrate it into your website source code.

You have now added a new website to your account.

How can I give admin rights to an agent?

To give admin or billing rights to an agent, log in to your videodesk back-office.
Open Settings then Agents and click on an agent’s name to access his/her personal settings.
Scroll down to “Agent’sName”: settings for “AccountName”
Click on “update agent account”
Choose between Account admin, Billing manager and Agent.

Can I give agents access to the chat history and stats?

By default, the account administrator is the person who first registers your website(s) for use with videodesk. The account admin has all rights over your account, website and agent settings and can grant rights to other users.

To give account administrator rights to an agent:

  1. Log in to your videodesk account
  2. Open Settings / Agents and click on an agent’s name to access his/her personal settings.
  3. Scroll down to “Agent’sName: settings for AccountName”
  4. Click on “update agent account” and select “account admin” in the scroll-down list.
  5. Click “Save” to validate your changes.
Can I choose to display an agent in just one language? How?

Log in to your videodesk back-office. Open Settings then Agents and click on an agent’s name to access his/her personal settings.

Scroll down to “Agent’sName: settings for site SiteName” and select the website languages you would like to display the agent on. You can even add a translated job title for each one.

You can also choose to display this agent only for visitors from selected countries or with specific IP addresses.

How can I add a new agent to my website?

Before you can start responding to chats, you will need to create an account for each of your agents. This is a very easy process and should only take a few minutes.
Log in to your videodesk back-office

Open Settings / Agents.
Enter your agent’s email address then click “Add”.
Enter your agent’s personal details, then select the preferred back-office language and ringtone.

  • Click “Save” to continue.
  • Next click on the corresponding agent in the list of agents to set up his/her profile.

Here you can:

  • Edit the agent’s personal information, such as name, email address and preferred language
  • Choose whether your agent should be a standard agent, a billing manager or an account admin
  • Choose a display name, define access to conversation history and stats and choose for which languages and/or countries the agent should appear on your website.
  • Add a profile picture to be displayed on the chat window.
How can I delete an agent from my website?

To delete an agent, click on settings, on website then click on the button “Go to agent list”. Once on the agent list select the agent you want to delete, scroll down and click on “Delete from website”.

Can a single agent show up as available across multiple websites?

videodesk allows agents to show up as available simultaneously across multiple websites.

How can I change my agent’s job title?

Select an agent in your back-office and click on “Edit agent”. Here you will be able to edit your agent’s job title as well as his/her name and languages spoken.

How can I edit my agent’s profile picture?

To add or edit your agent’s profile picture:
Log into your videodesk back-office
Select the agent you would like to apply the changes to under Settings / Agents
Scroll down to AgentName: photo for site YourSite
Click on “Edit” to upload a photo.

How can I edit my initial call mode settings?

The initial call mode settings allow you to select which call options you would like to display on your chat window. You can choose between:

  • text chat, audio and one-way video
  • text chat, audio and two-way video
  • text chat only.

You can also choose whether to display a unique call button on your chat window attention grabber with one single call mode or multiple call buttons to let your customers choose how they would like to contact you.
To configure your initial call mode settings, log in to your videodesk back-office.

Select the website you would like to apply the changes to under Settings/Websites
Click on the “Conversations” tab then on “Edit” under the “Post-Chat” section.
Select the initial call mode options you would like to activate.
Click “Save” to apply these changes.

What happens when no agents are available?

With our call-center offline behavior settings, you can choose if and how you want the chat window to appear when no agents are available. You can either:
Hide the chat window.
Show the chat window and display a text message to let your customers know you are unavailable.
Show the chat window and activate a message form to send an email to a specific agent or to all agents

How can I change my chat window’s offline behavior?

To configure your call-center offline options, log in to your videodesk back-office.
Select the website you would like to apply the changes to under Settings/Websites
Click on the “Conversations” tab then on “Edit” under the “Post-Chat” section.
Select the options you would like to activate
Click “Save” to apply the changes

What call allocation options exist?

Two basic call allocation options are available for your videodesk chat window: agent list mode and call-center mode. Remember to express your preference when you sign up. If you wish to switch options after the installation, please contact us, we will be happy to assist!
Agent List
In agent list mode, online visitors can browse through a list of available agents with their names, job titles and pictures. They decide which person or department they would like to speak with according to their preferences or needs. The selected agent is immediately notified via the back-office.
Call center mode
In call center mode a single button prompts the customer to start a conversation. Incoming calls are randomly presented to available agents. If a call agent doesn’t answer in time or dismisses the call, it is immediately presented to the next available agent.

How can I enable email chat transcripts for customers?

To enable email chat transcripts, log in to your videodesk back-office.
Select the website you would like to apply the changes to under Settings/Websites
Open the “Conversations” tab.
Click on “Edit” under the “Post-Chat” section
Select “Enable chat transcript by email” to allow customers to receive an email transcript of their chat conversation.
At the end of a chat session, your customers will now see an invitation to receive a text-copy of their conversation, including any files and videos shared during the chat session.

Where can I find my videodesk ID?

Log in to your videodesk back-office.

  • Select a website  under Settings / Websites.
  • Scroll down to “Installation code”.
  • You will find your videodesk ID in the code.

If you are using a WordPress or PrestaShop website, you can simply click on the dedicated videodesk/ ID tab to view your videodesk ID.

I show up as available in my back-office but the chat window shows “no agents are available” message

This could be due to a website language settings issue. To check:

Log in to your videodesk back-office and open “My account preferences”.
Scroll down on the page until you reach “Name : settings for site SiteName”.
Click on “Update agent website” and check that the correct site display language has been selected.
Click “Save” to validate your changes.

How can I update the languages spoken on my website?

You can easily update the languages spoken on each of your websites by following these steps:
Log in to your videodesk back-office.
Click on Settings, then Websites.
Select the website you would like to make changes to.
Click on Display, then Canned Messages.
Click on Edit languages
Tick the languages spoken on your website

During an incoming call, the call acceptance button doesn’t show up.

The call acceptance button will only show up if all necessary requirements have been met:

  • An internet connection with sufficient bandwidth to be able to chat without hindrance
  • Web user still present on the page from which he made the call (it may happen that a user leaves the page even before you are notified of the call)

It is very likely that one of these two reasons are to blame, but don’t worry if you can’t answer a call, the web user will simply be directed to a message form.

What is an account administrator and how can I give admin rights to an agent?

By default, the account administrator is the person who first registered your website for use with videodesk. The account admin has all rights over the account, website and agent settings and can grant similar rights to other users.
To give account administrator rights to an agent:
Log in to your videodesk account
Open Settings / Agents and click on an agent’s name to access his/her personal settings.
Scroll down to “Agent’sName: settings for AccountName”
Click on “update agent account” and select “account admin” in the scroll-down list.
Click “Save” to validate your changes.

What is a billing manager and how can I give billing admin rights to an agent?

The billing manager is the person in charge of your videodesk subscription. He/she can access and edit your subscription and billing information. The billing admin can also edit your company information as well as the chosen payment methods.
To give an agent billing rights:

Log in to your videodesk account
Open Settings / Agents and click on an agent’s name to access his/her personal settings.
Scroll down to “Agent’sName: settings for AccountName”
Click on “update agent account” and select “billing admin” in the scroll-down list.
Click “Save” to validate your changes.

How can I chage my back-office language?

To change your back office language in five easy steps:
Log in to your videodesk back office
Click on your profile picture at the top-right of the window.
Select My account preferences.
Under General Information, click on Edit Agent.
Select your new back office language, then save.

Can I choose to display an agent in just one language? How?

Log in to your videodesk back-office. Open Settings then Agents and click on an agent’s name to access his/her personal settings.
Scroll down to “Agent’sName: settings for site SiteName” and select the website languages you would like to display the agent on. You can even add a translated job title for each one.
You can also choose to display this agent only for visitors from selected countries or with specific IP addresses.

How do I update the languages spoken by my agents?

To update the languages spoken by your agents:
Log in to your videodesk account
Open Settings / Agents and select the agent you would like to apply the changes to.
Scroll down to AgentName: settings for YourSite and click “Update agent website”
Select the website languages you wish to display this agent on.
Click “Save” to continue.

What languages are supported by videodesk?

The videodesk chat window and agent back-office is available in:

  • English
  • French
  • German
  • Spanish
  • Portuguese
  • Chinese
  • Japanese

The chat window has also partially been translated in a large number of other languages and we welcome translation requests from companies of any size.

The language I need isn’t available. Is there any way of adding it?

If the videodesk chat window is not available in your native language or if you would like to improve the displayed text, you are welcome to contribute to the translation via our GitHub open source translation project. To do so:

  • Create a free GitHub account on https://github.com
  • Open https://github.com/videodesk/TranslationModule
  • Open “Resources” then “Translations”
  • Open the player file for your language (example – player.it for Italian or player.es for Spanish
  • Click on the pen icon on the top right hand side of the window to edit the file.
  • Edit the lines you wish to translate
  • Click on “Propose file sharing” to apply.

Once you have submitted your request, we will compare your translation to the existing file and decide whether or not to incorporate your changes.